Service Delivery Manager - Business Energy Scotland

The role We’re looking for a Service Delivery Manager to lead our Hub, Advice and Technical teams within Business Energy Scotland. This is a key leadership role with responsibility for delivering high-quality support to businesses and ensuring the service runs effectively day to day. You’ll work closely with Assistant Programme Managers to support and develop their teams, helping them deliver consistently excellent advice and customer service. You’ll also play a central role in improving how the service works, identifying opportunities to enhance performance, streamline processes and strengthen the customer journey. The service is delivering strong outcomes for businesses across Scotland. However, as user needs and expectations continue to evolve, there is a clear opportunity to build on this success; adapting how we deliver, improving the customer experience and ensuring we remain responsive, relevant and impactful. This role is about more than operational delivery. You’ll help shape a positive, learning-focused culture, embed continuous improvement and support behavioural change; both within the team and in how we support businesses to act on energy-saving opportunities. The team Business Energy Scotland supports small and medium-sized businesses across Scotland to reduce energy use, lower costs and cut carbon. We provide practical advice, technical support and access to funding to help businesses take action. Our team brings together a mix of skills across advice, technical delivery and customer engagement. We work collaboratively, support each other to improve, and focus on delivering a high-quality service that makes a real difference. What you will do Provide day-to-day leadership for Advice and Technical teams, supporting Assistant Programme Managers to coach and develop their people Lead on service performance, quality and operational efficiency, ensuring a strong customer experience Oversee resource planning and performance management, aligning capacity with demand Manage operational risks and support continuous improvement across processes and delivery Work with colleagues to design and implement improvements to the service and customer journey What you will bring Proven leadership experience of multi-skilled teams , including supporting and developing managers or supervisors to effectively coach others Strong technical knowledge of energy efficiency, low carbon heat and renewable technologies , with the confidence to guide teams and ensure high-quality, accurate advice Experience leading operational delivery at scale , including performance management, KPI tracking and maintaining consistent service quality Excellent analytical and problem-solving skills , with experience using service design or continuous improvement approaches to identify, prioritise and deliver the highest-impact changes Ability to lead behavioural and culture change , creating a positive, inclusive and learning-focused environment that empowers teams, supports innovation and drives ongoing improvement For more information, please see the job description Please submit an anonymised CV and cover letter, removing your name, address, email address, and any other identifying details. Please note, applications submitted without a cover letter may be rejected. Who we are Energy Saving Trust is a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero. At Energy Saving Trust we don’t just offer jobs – we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding. Work where you thrive At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person. We’ll support you with: Generous holiday (25 days + bank holidays + extra Christmas leave) True flexibility in how and where you work Strong pension & life assurance Enhanced family leave Green travel perks (EV scheme, cycle to work) Professional development support Yearly wellbeing allowance These are just some of the benefits we offer. Want to know more about how we make flexibility real? Check out our Benefits and Culture page Reasonable adjustments: We want to ensure that our recruitment process is inclusive of and accessible for, everyone. If you think you may need additional support or reasonable adjustments made to any part of the recruitment process, please get in touch with recruitment@est.org.uk or call reception on +44 (0)20 7222 0101. We will do our very best to support you. Diversity and inclusion Energy Saving Trust is committed to creating a diverse, inclusive and equitable workplace where everyone can be themselves, with support to be their best. We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust. We are a Disability Confident Committed employer and we ringfence a minimum number of interview slots for candidates who apply via the Disability Confident scheme and meet the criteria for a role. Find out more here. You can find out more about our commitment to diversity and inclusion here. To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications Please note, that we are unable to provide visa sponsorship for this post. To apply for this post, you must be able to demonstrate your eligibility to work in the UK