Service Delivery Manager

PRS For Music
Kings Cross, UK
20 Aug 2019
09 Sep 2019
Contract Type
Full Time
PRS for Music Limited is the UK's leading collection society, bringing together two collection societies: the Mechanical-Copyright Protection Society and the Performing Right Society. We undertake collective rights management for musical works on behalf of over 140,000 members. We pay royalties to our members when their work is performed, broadcast, streamed, downloaded, reproduced, played in public or used in film and TV. We support them by influencing policy, supporting and hosting awards and events, and investing in new technology to ensure we're fit for the digital music age.

At PRS for Music we recognise, welcome and value diversity and are committed to creating a workplace where all employees are given the opportunity to reach their full potential, feel valued and work together effectively to achieve our goals


Kings Cross


Up to a max of £35,000 per annum


10 Month Fixed Term Contract

Closing Date:

Sunday 8th September 2019

About the Role:

We are looking for a Service Delivery Manager who will develop and deliver continuous improvements to processes and services that ensure our KPI's are achieved and customer expectations are met to ensure the Corporate Partners deliver to, and above, expectation in providing value to the wider business.

The Service Delivery Manager will achieve this by:
  • Delivering quality plan and key metrics to accurately measure service and providing timely suitable management information to all stakeholders
  • Implementing a strategic service driven approach ensuring continual service improvements are realised, measured and shared
  • Effectively engage and manage stakeholders, both internal and external, at all levels
  • Reviewing service level agreements and working with stakeholders to deliver agreed SLA objectives and identify change or project requirements
  • Owning the communication process and ensure timely, concise and effective communication with the business for service outage, interruption and/or service improvement
  • Working with the stakeholders to leverage their experience and knowledge to the advantage of the customer
  • Providing specialist advice and support to deliver PRS for Music strategic objectives
  • Assisting in the negotiation, representation and resolution of local issues

About You:

It is essential for the successful candidate to have a sound understanding of Cash Collections and Debt Management best practice. You will also have excellent account management and stakeholder relationship management experience, working with and managing the expectations of stakeholders at all levels. You will be delivery focused, numerate and articulate with a great proficiency with Microsoft Office. You will also have strong analytical and planning skills with the ability to understand and interpret reports and present them in stakeholder-friendly formats. You will enjoy seeking and implementing quantifiable improvements to services provisions and deliverables and have solid previous experience.

The ideal applicant will have a clear understanding of customer service best practice with strong project management skills and experience of driving change management.

Next Steps

Sound like you?

We'd love to hear from you - send your CV and why you think you're a great match for the role.

Please note we will be holding interviews for this vacancy on Tuesday 10th September 2019. If you are unable to attend on this date, please make it known in your application

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