Service Development Manager

Marks Consulting Partners are currently looking for a Service Development Manager to work with one of our Housing Association clients in London.

What the Job Will be doing

• Leading the design, development and continuous improvement of housing services, ensuring they are customer-focused and aligned to strategic objectives
• Using data, insight and customer feedback to identify trends, drive service improvements and develop new service models
• Managing service development projects from concept through to implementation, testing new approaches and rolling out successful initiatives
• Leading on customer engagement, ensuring services are co-produced with residents and reflect their needs and experiences
• Managing customer insight and empowerment functions to drive organisational impact and improve service delivery
• Working collaboratively across teams and with external partners to develop and deliver innovative housing solutions
• Creating process maps, identifying service gaps and implementing improvements to enhance efficiency and customer outcomes
• Supporting a culture of continuous improvement, innovation and high performance across the organisation
• Expanding digital capabilities to improve accessibility, efficiency and customer satisfaction
• Supporting senior leadership in developing new service strategies and delivering key organisational priorities

What You Will Need

• Significant experience in service development, service improvement or transformation within housing or a similar sector
• Strong analytical and data interpretation skills, with the ability to turn insight into actionable improvements
• Experience in service design, process mapping and delivering change projects
• Strong customer engagement experience, with the ability to gather and utilise feedback to shape services
• Proven track record of improving service performance and delivering measurable outcomes
• Experience working collaboratively across teams and with external partners
• Strong leadership and stakeholder management skills
• Understanding of housing services, customer support models and regulatory frameworks
• Working towards or holding a CIH Level 5 qualification (or equivalent) desirable