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
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.
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.