Head of Service Delivery
The Big Issue Foundation
Full time, permanent contract (35 hours pw)
Home or office based (London, Birmingham, Glasgow, Bristol or Cardiff)
Flexibility required to visit UK offices and teams as needed.
A hand up, not a hand-out.
The Big Issue mission is to dismantle poverty by creating opportunity through self-help, social trading and business solutions - a hand up, not a hand out. We provide an access to all means for people to earn a legitimate source of income, to raise their self-esteem and to take control of their lives. One of the ways we do this is through supporting vendors to sell The Big Issue magazine. Last year alone, we put £5.5m in the pockets of our vendors, releasing them from a dependency on hand outs.
The Big Issue Foundation supports vendors (and increasingly others) with wrap around support- health, housing, debt, addiction, mental health, financial inclusion, and employability. We do this by connecting vendors with the vital support services, personal solutions, Big Issue programmes and employment pathways, that enable them to rebuild their lives and determine their own futures - welcome to our community.
About the role and the person
This is a new role.
The Head of Service Delivery is a key member of the Senior Team in the Service Development Directorate, at a pivotal time in the Big Issue Foundations development as we expand our outreach service delivery across UK communities. Our Frontline colleagues support people often at difficult times in their lives. Youll play a key role in supporting them to work happily and productively in this context and with effective underpinning resources and guidance.
Youll promote a culture of openness, collaboration, adaptiveness and ambition and ensure the Foundation remains true to its core values as we grow. Youll help us to ensure the highest standards in people management, performance and support and will help us to recruit and retain exceptional talent on the Frontline, required to deliver our impact. Youll collaborate to develop and deliver strategies and plans that enhance both employee wellbeing and business performance.
Youll work closely with the Director of Service Development to develop the strategy for our outreach support services and programmes, using insight and impact analytics to guide the process and produce data driven reports to a variety of stakeholders. To do this, you will be supported by a data and insight officer, who will be your direct report.
Youll be responsible for overseeing end to end the development of key performance indicators for our outreach work (ers), and for monitoring the delivery of these outcomes by working closely with Frontline Area Managers and colleagues. Youll lead monthly outreach team meetings to support the outreach workers to share best practice, feel part of an energised team of experts and will support the staff with the right development and training programmes to enable them to thrive.
Youll join us with a shared outward looking, agile mindset which thrives on empowering people and building strong relationships.
You have service delivery management experience or can demonstrate the equivalent experience that you believe equips you for this role.
You enjoy people because were a people business. You firmly believe that an organisation is only as good as its people and will be accessible, trustworthy, and focussed on the importance of culture.
Youre positive, proactive, focussed, and resilient, as you will support a busy department through a period of exciting change and development. You have good emotional intelligence and understand how to lead and take people with you to build a focussed, empowered organisation.
Well supported by the Director of Service Development youre a self-starter, enjoy autonomy, are focussed, and thrive on using your initiative. At the same time, you also enjoy working as part of a team. Youre highly organised, solution focussed, and tenacious, at the same time are agile and able to adjust your thinking when needed.
Youve experience of social services and/or charities and/or the customer base we support or feel you are able to quickly empathise and assimilate your learning. You can draw on your years of management or transformation experience to enable you to provide the best suited organisational development strategies, structures, and frameworks to enable you to support the Area Managers in the setting and delivery of vendor outreach workers KPIs and in providing leadership for a group of dispersed vendor outreach workers through monthly team meetings.
Youre highly analytical and value the rigour of data to evaluate outcomes and impact. Youve a keen eye on developing performance frameworks and enjoy manipulating data to drive performance, impact, and resource effectiveness.
You are highly literate and easily able to write high level data led reports for the Senior Leadership team, Director, CEO and Boards.
Selection and timescales:
Closing date: 10.00 a.m. Monday 29th November
There is a two-stage selection process.
First Interview: Week commencing 29th November
Second interview: Week commencing 6th December
The format of the interviews will be determined by the COVID-19 guidelines and restrictions that apply at the time.
How to apply
For an informal and confidential discussion about the role, please contact our recruitment partner:
Carroll Lloyd, Director, NFP Consulting
T: 07765 001 033
Application is by way of a CV and a Supporting Statement of no more than 2 sides of A4 which highlights your motivations for applying and how your experience and knowledge fit the criteria of the Person Specification.