Service Development Manager

About the role

The Service Development Manager will lead the evolution of the service desk supporting high‑volume SMETS and Switching operations for a utilities client. Reporting to the Service Centre Manager, you will collaborate with offshore teams to embed learning, quality, business continuity and regulatory compliance across the site.

Key responsibilities

• Lead site development initiatives, creating a SMART Academy that guides employee progression from onboarding to retirement.
• Own and maintain content for the client knowledge hub.
• Design and deliver L&D programmes focused on smart‑meter technology, query resolution and compliance training.
• Utilise digital QA systems to monitor performance, conduct audits and manage triage processes.
• Ensure regulatory compliance with OFGEM licence conditions, SEC/REC requirements and cybersecurity standards (ISO 27001, NIST‑aligned controls), preparing for audits and ICO reviews.
• Collaborate on cross‑functional projects to align L&D, continuous improvement and QA metrics with performance dashboards.
• Conduct skills audits, track development KPIs (training completion, audit pass rates, compliance adherence) and report progress.
• Partner with client knowledge and training teams to share best practice and drive cultural shift towards intelligent service delivery.

Required profile

• Proven experience leading service‑desk development initiatives.
• Strong background in designing and delivering L&D programmes for technical teams.
• Demonstrated ability to manage regulatory compliance in the utilities sector.
• Experience using digital QA tools and conducting process audits.
• Familiarity with smart‑meter technologies and related operational standards.

Required skills

• Smart‑meter technology knowledge
• Digital QA system operation
• OFGEM licence compliance
• ISO 27001 implementation
• NIST‑aligned cybersecurity controls