Service Delivery Team Leader

Serving our customers, communities, and planet a little better every day.

Salary Range: from £28,800 to £43,200 DOE + benefits

Location: Glasgow | Newcastle

Office Attendance: Our roles are hybrid; however, you should be able to travel to the Glasgow or Newcastle office 2 days per week for this position

Shift: Monday – Friday, 9am - 5pm

Closing Date: 23 Jan 2026, at 5pm

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. And that means we always work with heart. Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do.

This is an exciting opportunity for a Service Delivery Team Leader to join our SD Performance and CT (Management) Team
. We’re looking for a proactive, analytical and well‑organised individual to support the delivery of strategic workforce planning activities, ensuring effective data analysis, stakeholder engagement and operational alignment across the function.

In this role, you’ll play a key part in shaping strategic insights, coordinating stakeholder actions, and supporting risk and issue management across key projects. You will provide clear direction to colleagues, helping them understand local plans and how their work aligns to wider organisational objectives. With a strong focus on continuous improvement, reporting and data‑driven decision making, you will contribute to more efficient processes, better insights, and higher‑quality outcomes for the team and the business.

• Deliver detailed analysis of internal and external data, assessing complex resourcing scenarios to inform strategic insights and contribute to the development of the strategic workforce plan.
• Support stakeholder engagement by coordinating meetings, actions, events and preparing materials that enhance understanding and secure commitment across stakeholder groups.
• Assist in project risk and issue management by identifying risks, dependencies and constraints, and supporting the development of appropriate mitigation strategies.
• Utilise strategic planning systems, tools and protocols to support colleagues in delivering effective workforce and business planning activities.
• Contribute to performance management by working towards personal objectives, or by monitoring team performance, allocating tasks, reviewing progress and taking corrective action to maintain quality and timelines.
• Prepare and support the creation of data‑driven insights and analytical reports that guide decision‑making across the function.
• Provide clear leadership and direction by explaining local action plans, helping team members understand priorities and aligning activities to the organisation’s strategy, mission and vision.
• Drive continuous improvement by reviewing existing processes, identifying opportunities for enhancement and contributing new ideas to improve ways of working.
• Independently collect, collate and analyse data using established tools and methods to support reporting, insight generation and strategic planning.

• Proven experience supervising and directing people and resources to deliver results within defined time frames, including leading and motivating teams, recruitment, and performance management.
• Effective stakeholder management skills, balancing differing needs, building strong relationships and collaborating to achieve shared goals.
• Management and interpersonal skills, able to build rapport, navigate sensitive situations and maintain professionalism.
• Clear and confident communication skills, able to tailor messages, influence decisions, and articulate ideas verbally and in writing.
• Strong data capability, including collecting, organising and analysing data trends, producing accurate reports and using insights to guide business decisions.
• Excellent planning, organising and prioritisation skills, with the ability to sequence work effectively, manage competing demands and align activities to business objectives.
• High levels of…