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Assistant Director of Service Delivery
independent age

Job Description

To be accountable and responsible for the strategic leadership and management of all departments, plans and activities designed to drive Independent Age service delivery. The Assistant Director of Service Delivery will lead the Service Delivery Department and strategy, including a Head of Wellbeing, Head of Information & Advice and Head of Volunteering across a portfolio including Wellbeing services (face to face and telephone Friendship services) Information and Advice Services (Public Information, Independent Age Helpline and members grants) and Volunteer recruitment and development.

The post-holder will work with the Director of Services to create a Service Delivery strategy and work as a lead member of the Services Management Team. In addition, the post-holder will work with Heads of Service to develop individual departmental strategies, objectives and an effective programme of delivery across all services.

Main Duties

Leadership:

  • To build, lead and develop a high performing integrated Service Delivery department with a collective sense of purpose. To support and line- manage the Head of Wellbeing, Head of Information & Advice and Head of Volunteering to develop departmental strategies, objectives, policies & protocols, which contribute to divisional and organisational priorities, delegating responsibility appropriately and ensuring that team members model Independent Age’s values and behaviours.
  • To provide Service Delivery leadership, direction and expertise to drive the aims and objectives of Independent Age. To play a leading role in both the Services Management Team and Wider Management Team, to oversee the development and delivery of cross-organisational strategies, programmes and projects as delegated by Independent Age’s Senior Management Team (SMT). To deputise for the Director of Services as required. Model leadership behaviours – building relationships at all levels, facilitating co-operation, harnessing the talents of functional experts and always acting with utmost integrity and professionalism.
  • To oversee the development of strategic partnerships with local and national stakeholders, best-in-business consultants and suppliers, ensuring cost- effective service, clear compliance and a commitment to Independent Age’s values and goals.

Strategy:

  • As an identified area of strategic importance, to lead the development of an integrated and effective Service Delivery strategy, and related plans and activities, across a broad portfolio including Wellbeing services, Information and Advice services and Volunteering recruitment and engagement to meet and exceed service KPIs and ensure long-term sustainable organisational growth.
  • As a senior member of the WMT, to actively contribute to the development and evaluation of organisational strategy, related priorities, objectives and projects.

Budgets, Planning & Reporting:

  • To lead the development of robust business plans and budgets, multi-year forecasts and KPIs, as well as systems for monitoring and evaluating service development activities in line with agreed divisional and organisational guidance.
  • To be accountable for meeting agreed Services KPIs, contributing to the delivery of broader divisional KPIs and reporting on performance to the Director Services, SMT and Board of Trustees as directed by the Director of Services.

Service Delivery:

  • To provide strategic direction for delivery and growth of Wellbeing services including face to face and telephone Friendship services and strategic development of the Independent Age local network.
  • To provide strategic direction for delivery and growth of Information and Advice Services including online and print Public Information, Independent Age Helpline (including outsourced delivery of Tier 1 and in-house Tier 2 Advice) and members grants.
  • To provide strategic direction for delivery and growth of Volunteer services including Volunteer recruitment and development.
  • To provide strategic direction for Independent Age safeguarding activity and ensure this is aligned with risk and reputational management frameworks.
  • To work with the Assistant Director of Marketing & Communications to align service growth and strategic marketing planning and to ensure alignment between volunteer and service user pipelines.
  • To work with the Assistant Director of Fundraising and Assistant Director of Marketing & Communications to capitalise on opportunities to build public profile and sustainably grow voluntary income.
  • To be responsible for ensuring that the work of the Service Delivery department is understood and actively supported by other teams and actively contributes to the objectives of Service Development and Quality, Engagement, Policy and Resources divisions.

Development & networking:

  • To future-proof Independent Age’s service delivery by building a network of senior level contacts/strategic partnerships, ensuring that Heads and managers undertake regular competitor analyses and horizon scanning, investigate ways to improve effectiveness, seize opportunities, and anticipate risks, and by encouraging and supporting innovation and improvements.
  • To represent Independent Age externally at a senior level, including acting as a media spokesperson to raise awareness, build understanding and drive action.

Other Duties

  • To ensure that activities adhere to charity law, compliance & best practice (eg data protection, safeguarding and vulnerable adults, consent, quality accreditation).
  • To observe and comply with all Independent Age Policies, including the key policies and procedures on Confidentiality, Data Protection, Health and Safety, Safeguarding and Information Technology Policies and Procedures.
  • To undertake other reasonable duties as directed by the Director of Services as the division’s and organisation’s work develops and new needs emerge.
  • This role may require additional travel and overnight stays.

Closing Date: Wednesday 28 March 2018

Interview Date: Friday 18 April 2018

Job descriptions cannot be exhaustive and so the post-holder may be required to undertake other duties which are broadly in line with the above key responsibilities.

Independent Age is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere  to  the  principles  set out in its Equal Opportunities Policy and all other relevant guidance/practice frameworks.