Role Title: Service Delivery Manager - Emergency Response

Our vision is to create a safe and sustainable world.

Ricardo is looking for a passionate and experienced product manager who is focused on delivering, and growing, our emergency response product and delivery team members. The objective is to directly contribute and lead the success of the product, enabling the team to consistently exceed our customers expectations whilst delivering strong year on year growth.

Ricardo’s expertise and strong ties with the chemical industry, policymakers and downstream users worldwide, enables us to support organisations in understanding and managing challenges within the chemicals sector. We have a growing focus on sustainability and decarbonisation solutions, which is supported by our experience of response, chemical safety and compliance solutions developed over the last 50 years through operating the National Chemical Emergency Centre (NCEC).

The successful candidate will lead the delivery of our emergency response product. This includes the overall management of the services, and the leadership of the product delivery team, working in conjunction with the technical delivery capability, and sales, account management, customer experience and marketing teams. This principal level role will bring best practice product management experience to not just maintain the delivery of the current product, but also iterate and innovate to bring new use cases to market, and further develop the capabilities of the product.

This role will form part of Ricardo’s wider Chemical Risk team, reporting to the Head of Emergency Response.

Key Accountabilities

• Overall management of the Emergency Response service, including financial management, and responsibility to achieve the targets for Revenue, Orders, and Profit.
• Support the team to deliver their functional plans (the sum of which is a key part of the strategic plan for the technical area).
• Lead on the development of new service offerings, use cases and other growth opportunities, collaborating with key stakeholders to execute and capitalise on this growth potential.
• Lead a team who support the delivery of the product i.e. operations, finance, procedures and data, supporting them with their growth and development.
• Ensure high quality delivery to all customers, working closely with the Emergency Responder Team Manager and other key stakeholders such as the Customer Experience team.
• Develop a deep understanding of the delivery model and use this knowledge to continually improve the service.
• Keep up to date with new market insights, information, legislation, drivers and technology, cascade relevant content through the team to keep Ricardo’s offerings relevant to the market.
• Live and champion the company values (be mindful, aim high, create together and be innovative)

Key competencies and experience

You should be able to demonstrate the below criteria

• Broad experience of service delivery management and development.
• Demonstrable experience managing and leading large, complex service based products, and achieving business and financial growth targets.
• A professional, organised and disciplined individual who has a proven track record of effectively and efficiently managing a team.
• An awareness of how to make effective decisions in a complex delivery environment, balancing the business development objectives with the clients requirements.

Desirable experience

• Experience in working within a risk management, emergency response, regulatory or safety business area.
• Experience of working within a call centre, consultancy, or similar environment. 

Skills and behaviours

• A commercially aware, professional team player with strong organisational skills.
• Ability to work independently, prioritising own work and delivering to deadlines, as well as working through a team to achieve wider objectives.
• Ability to build effective working relationships with people at all levels, both internally and externally.
• Strong understanding of financial management of a product.
• Enthusiastic about sharing knowledge and expertise with the team to encourage improvement of the function and the product.
• Comfortable working in a dynamic operational environment, occasionally involving elements of quick decision-making.
• Willing to embrace Ricardo’s values and aim to lead others towards high standards of behaviour and performance.

Working here

You will be warmly welcomed into our workplace where every voice matters. We are diverse thinkers and doers, coming together to create a culture of inclusion. We will support you to find your place.

We will encourage you to use your passion and expertise to make a positive impact through the projects you work on.  Your knowledge and desire to bring about change will be invaluable in helping deliver innovative solutions that support communities across the globe in becoming safer and more sustainable.

Work life balance 

We offer flexible approaches to work, whether that is working from home, being in the office, or as a hybrid worker. We're happy to discuss flexible working arrangements. Wellbeing is at the core to our culture, allowing employees to flourish and to achieve their full potential.

Benefits

We want you to know how much you are valued. Your remuneration and benefits package will reflect that. You will receive a range of benefits which include support for your physical and mental health. 

Our core benefits include 25 days' annual leave, plus 8 flexible bank holidays, a competitive company pension scheme, life assurance and professional subscriptions reimbursement. We also offer a wide range of flexible benefits to suit your lifestyle.

Diversity, Equality, and Inclusion statement

We are an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours. We have an ambitious diversity, equality, and inclusion approach as explained here. We value diversity; recognising that a more diverse workforce creates a richer and more varied working environment. Diversity also drives innovation, by allowing us to offer our clients the best consultancy service that we can. As part of our commitment to engage positively and pro-actively with all our employees and to ensure an inclusive culture, we are a recognised as a 'disability confident' employer.

Next steps

Once you have submitted your application a member of our Recruitment Team will be in touch. Please be aware that the timing can vary dependent on the volume of applications that we receive for each role and in some cases, we may start to review applications prior to the closing date.

Ricardo is a Disability confident employer please advise the recruitment team via recruit@ricardo.com if you require any adjustments to support you throughout the recruitment process.