Service Development Manager

Service Development Manager

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Location: Manchester, United Kingdom

Employment Type: Permanent

Contact Centre Operating

Hours:

8am-8pm 7/365 days per year. Shiftwork applies.

• Oversee the evolution of the SMART DCC service desk, integrating L&D, QA, Business Continuity and Regulatory Compliance for high-volume operations in the client environment for SMETS and Switching services.
• Ensure colleagues are equipped to handle client requirements and deliver service excellence across the utilities industry.
• Partner closely with the Customer, Change and Continuous Improvement Manager to align site capabilities with operational KPIs, contributing to the smart meter ecosystem.

• Oversee the evolution of the SMART DCC service desk, integrating L&D, QA, Business Continuity and Regulatory Compliance for high-volume operations.
• Ensure colleagues are equipped to handle client requirements and deliver service excellence.
• Partner closely with the Customer, Change and Continuous Improvement Manager to align site capabilities with operational KPIs.

• Lead site development initiatives, including the creation of a SMART academy of progression across the employee life cycle from New Starter to Retired.
• Be the responsible owner of content for the client knowledge hub.
• Design and deliver L&D programmes for service desk teams, focusing on smart meter technologies, query resolution and compliance training to maintain high operational standards.
• Use digital QA systems to evolve and monitor service desk performance, conduct audits on processes and assess compliance, and execute triage processes.
• Ensure regulatory compliance across the service desk and prepare for and manage audits, including Independent Compliance Officer (ICO) Reviews.
• Collaborate on cross‑functional projects, integrating L&D with continuous improvement efforts and aligning QA metrics with performance dashboards for real‑time insights.
• Conduct Skills Audits and track site development KPIs, report progress and drive proactive enhancements.
• Work in close partnership with our clients, knowledge and training teams to ensure alignment and shared best practice.
• Monitor and report on customer satisfaction metrics (e.g. Customer Effort Score CES) and lead a cultural shift from incident triage to CS transformation.

• Bachelor’s degree in business management, Energy Systems or Regulatory Affairs; certifications in QA, L&D, or compliance preferred.
• 7+ years in service/operations management with regulated industries like energy or telecoms, ideally with hands‑on experience in smart metering, user interfaces or L&D and compliance programmes.
• Proven track record in developing L&D programmes, QA systems ideally involving energy data networks or switching services.

• Expertise in regulatory frameworks (OFGEM, SEC) and QA tools for compliant process optimisation; strong project management skills.
• Commitment to people development, with experience in training design and delivery and cultivating a compliance‑first culture.
• Analytical mindset for auditing and risk assessment, combined with excellent organisational skills.
• One‑team oriented approach, excelling in forging collaborative environments to support our client goals.

• A market competitive package and a rewarding pension.
• Financial well‑being solutions, such as cashback cards, cycling schemes and learning initiatives.
• Support for professional and personal development opportunities, including online courses, seminars, and workshops.
• Eligibility for the Employee Stock Purchase Plan (ESPP).

As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy), sexual orientation, age, or disability status.

To be considered for this role, you must already be eligible to work in the United Kingdom.