Service Manager

We are looking for an experienced and motivated Service Manager to lead and develop high-quality services within our Justice & Health directorate. 

This is a key leadership role, responsible for delivering against contract objectives, driving continuous improvement, and building strong relationships with commissioners, partners, and stakeholders.

You will manage and inspire a team to deliver impactful services for individuals with complex needs, including people with lived experience of the criminal justice system. 

You will play a vital role in shaping service delivery, influencing future commissioning opportunities, and championing our work across the region.

Please note: Travel around the Derbyshire and Nottinghamshire area will be required in this role, with occasional travel to our Birmingham and London offices for senior management meetings. It is essential for the post holder to hold a driver's license and have access to a vehicle. Should you choose to use your own vehicle to meet this requirement, please note that Nacro’s Driving for Work Policy requires all staff who drive for work purposes to have full business use insurance cover for their vehicle.

Contract: Full time, Permanent

Location: East Midlands – Derbyshire

Salary: £36,213 per annum
Hours: 40 hours per week
Direct Reports: Up to 10
DBS: Enhanced DBS & MoJ Enhanced L1 vetting is a requirement

Key Responsibilities

• Recruit, induct, train, and develop staff to ensure a skilled, confident, and motivated workforce
• Provide strong leadership, supervision, and support to promote high performance, wellbeing, and staff retention
• Translate service specifications into effective delivery models that achieve contract outcomes
• Clearly communicate service expectations and objectives to teams
• Work collaboratively with commissioners and stakeholders to ensure contract success and support service development
• Produce performance reports and data demonstrating impact, outcomes, and volumes
• Act as a regional ambassador, promoting the organisation and building new partnerships
• Take a proactive role within the Justice & Health management team, leading on key workstreams such as safeguarding, health & safety, or service user involvement
• Maintain up-to-date knowledge of safeguarding and health & safety, ensuring compliance and best practice
• Drive innovation and continuous improvement through a solution-focused approach

People Management

• Set clear direction and priorities for your team aligned with organisational objectives
• Lead by example, embedding organisational values and behaviours
• Manage performance through effective appraisals, one-to-ones, and clear objectives
• Support learning, development, and wellbeing across the team
• Ensure consistent and effective people management, including recruitment, attendance, conduct, and performance
• Recognise and reward positive behaviours and encourage innovation

Professional & Technical Expertise

• Strong understanding of the barriers faced by ex-offenders and prison leavers
• Experience supervising staff and/or volunteers to deliver high-quality services
• Ability to mobilise and implement services in challenging environments
• Commitment to service evaluation, learning, and improvement

Organisational Performance & Compliance

• Responsibility for managing budgets and delivering value for money
• Ensure compliance with GDPR, safeguarding, health & safety, and equality legislation
• Monitor KPIs and service performance, driving improvement where required
• Ensure services meet relevant regulatory and contractual standards
• Promote equality, diversity, and inclusion in all aspects of service delivery

About You

You will be an inspiring and confident leader with strong communication skills and the ability to build effective relationships at all levels. 

You will be comfortable making decisions, managing complexity, and leading teams through change while maintaining a focus on quality, impact, and outcomes.

Why Join Us

• Opportunity to make a real difference in people’s lives
• Lead meaningful services within justice and health
• Work collaboratively with passionate, values-driven colleagues
• Influence service development and future commissioning