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Delivery Support and Assurance Manager

Methods Business & Digital Technology Limited
Closing date
26 Jul 2021

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Technology & New Media
Contract Type
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Job Details

Methods is currently recruiting for a Delivery Support and Assurance Manager to join our team on a permanent basis in our London Office. This role will require flexibility to travel to client sites and occasional visits to Methods Offices.


Since our establishment in 1990, Methods has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Our mission is to help safeguard public-facing services and apply digital thinking to make sure the future of our public services is centred around our citizens.

At Methods we believe in working with a human touch which sets us apart from other consultancies, system integrators and software houses. We do not focus solely on profits or targets; we have a customer-centric value system and focus on doing what is right for our clients.

We passionately support our clients in the success of their projects and work collaboratively in teams to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.


The Delivery Support and Assurance Manager role leads, manages and mentors the DS&A team who provide administrative and delivery support to the whole business. It is accountable for the team delivering an exemplary service to its internal customers, on a daily and sustainable basis. This team is central to enabling the business to manage its project deliveries effectively through timely and accurate MI reporting; proactive support to delivery colleagues; and satisfying operational objectives by implementation, improvement and governance of the delivery processes.

The ideal candidate will have relevant experience in business operations and PMO management as well as experience in team leadership and management. They will have a good grasp of the basics of PMO, including reporting, RAID management, resource tracking, financial management, policies and methodologies, and an understanding of how to optimise processes to improve operational efficiency.

They will be able to build strong connections with colleagues at every level, taking pride in leading and shaping a team that impresses customers and stakeholders daily. A highly experienced and motivated self-starter who can work with the Head of Delivery Support and Assurance to build a service catalogue that meets the businesses needs both now and in the future as a successful PMO.

The Delivery Support and Assurance Manager role has the following accountabilities:

The management and leadership a team of 10, ensuring team members have the resources, training and career development plans to succeed within their roles and meet the businesses strategic objectives.
Delivery of a team skills matrix and career development plans for each team member.
Ensuring all billing is accurate and on time
Issuing of accurate contracts to contingent resources, ensuring the IR35, AWR and contract processes are carried out effectively and efficiently, remaining compliant, auditable and within SLAs.
Ensuring the Case Management (ticketing System) is outcome driven and delivers within SLAs
Delivering accurate and timely CCS and other MI reports
Defining the DS&A Service catalogue and processes
Completing DS&A self-audit and continuous improvement outputs that evidence compliance to business policy, process and legal requirements
Owning DS&A issue resolution and escalations
Delivering and defining a customer satisfaction feedback process
Working with the DS&A Reporting Manager and the DS&A Process Assurance manager for the definition and implementation of KPIs to monitor performance of the team and delivery function, producing accurate, detailed and timely reports every month.
A continual team focus on evaluating how errors can be reduced, through smarter ways of working, root cause analysis, user training, automation that demonstrate measurable improvement.
Leading by example in relation to the effective use of all business tools, being hands-on with personal responsibility for a number of specific projects, both client facing and internally focused cases, and when needed providing additional capacity to the team
Supporting the career aspirations of the team members and their rotation into other areas of the business.
The timely management and distribution of work in the team through allocation of key accounts and projects, through the case management system and working with internal stakeholders who use the team services. Responsibilities of the role include:

Ensuring written policies and processes are in place that can be followed by the delivery functions, and the DS&A and working with HR to ensure appropriate training
Overseeing the team's month end activities and ensuring billing and all processes that feed into the month end process are completed accurately and executed on time - achieving an error free process month on month.Ideal candidates will demonstrate:

Experience using Salesforce is an advantage
Experience or exposure to audit requirements under ISO9001 / 14001 / 27001
Strong team leadership skills, with a track record of developing high performing teams with strong morale
The ability to maintain a high-level, customer-focused, strategic outlook but get into the detail when an issue requires it
People management and proven ability to nurture and develop individuals
Experience of using PPM and project management tools (e.g. MS Project / Project Server)
Competent in using MS Office tools, Microsoft Excel, PowerPoint, Word, SharePoint and Teams and business process mapping tools
Knowledge of consultancy and recruitment businesses is preferable
Recognised project/PMO management qualification (e.g. P3O, PRINCE2 Practitioner; MSP or APMP/PQ level)
Experience developing clear, high quality communications
Strong leadership with the ability to manage to tight deadlines
High attention to detail with a highly organised and methodical approach
Flexible and adaptable in approach
Resilience when under pressureThis role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website (url removed). If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected . Details of this will be discussed with you at interview.


Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

By joining us you can expect

Autonomy to develop and grow your skills and experience
Be part of exciting project work that is making a difference in society
Strong, inspiring and thought-provoking leadership
A supportive and collaborative environmentAs well as this, we offer:

Development access to LinkedIn Learning, a management development programme and training

Wellness 24/7 Confidential employee assistance programme

Social - office parties, pizza Friday and commitment to charitable causes

Time off 25 days a year

Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution

Discretionary Company Bonus based on company and individual performance

Life Assurance of 4 times base salary

Private Medical Insurance which is non-contributory (spouse and dependants included)

Worldwide Travel Insurance which is non-contributory (spouse and dependants included)
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