PRS for Music
Junior Service Delivery Manager
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Service Delivery & Operational Management Role
Overview
To manage the delivery of operational services by third parties, ensuring consistent, efficient service delivery aligned with agreed service levels and contractual commitments. This role involves coordinating and monitoring multiple small initiatives on behalf of PRS for Music stakeholders, while ensuring excellence in customer service for both internal and external stakeholders.
Responsibilities
Service Delivery & Operational Oversight
- Manage the day-to-day delivery of third-party services, ensuring compliance with agreed SLAs, KPIs, and quality standards.
- Monitor service performance, volumes and outcomes, identifying risks or emerging trends.
- Serve as the primary point of contact for operational service issues, coordinating with suppliers for investigation and resolution.
- Ensure service disruptions, failures, or risks are logged, tracked, and escalated appropriately.
- Prevent service inconsistencies by ensuring adherence to operational procedures and working practices.
Supplier & Stakeholder Management
- Build and maintain strong working relationships with supplier contacts and internal stakeholders.
- Attend and support regular operational review meetings, contributing performance data, issues, and action items.
- Manage supplier escalations, defining clear action plans and following through on resolutions.
- Communicate service issues, changes, and improvements transparently to stakeholders.
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Performance Monitoring & Reporting
- Maintain regular performance reports (KPIs, SLAs, service volumes, and incident logs).
- Track supplier performance against contractual commitments and service standards.
- MaintainRecords of issues, risks, actions, and improvement initiatives.
Continuous Improvement & Change Support
- Identify opportunities for service enhancement, process efficiency, or improved customer experience.
- Coordinate and track the implementation of service improvement actions.
- Assist with agreed service changes, ensuring smooth communication while minimizing disruption.
- Contribute innovative ideas to improve workflows, reporting, and overall service consistency.
General & Development Responsibilities
- Depute for senior roles in contract management or service delivery when necessary.
- Develop expertise in service delivery, supplier management, and contract fundamentals.
- Foster a culture of accountability, collaboration, and continuous improvement.
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About You
You will thrive in this role if you have:
- Prior experience in service delivery, operations, supplier management, contract coordination, or customer operations.
- Hands-on third-party supplier or service partner experience.
- Strong organisational skills, with the ability to manage multiple priorities effectively.
- Analytical skills, ability to interpret performance data and service metrics.
- Clear communication skills—both written and verbal—for internal and external stakeholders.
- A meticulous approach, with a structured problem-solving mindset.
- Experience in a regulated, customer-focused, or operational environment.
- Exposure to task and deliverable tracking systems.
- A customer-centric mindset, committed to high-quality service.
- A collaborative and professional attitude when working with suppliers and internal teams.
- Constructive confidence in escalating and managing issues.
- Reliability, accountability, and independence in workload management.
- A proactive approach to learning and developing service delivery and supplier management skills.
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