Service Development Manager
CV-LibraryLondonpermanentPosted: 19 March 2026
Apply NowMarks 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
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