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Service Delivery Manager

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Date: 21-Jun-2022

Location: Edinburgh, GB, EH12 9DQ

Company: Lloyds Register

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection, and training. While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.


What do we do?

We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, from food, beverage, and hospitality to automotive, aerospace and transportation.From independent third-party auditing, certification and training; to consultancy services; to real- time assurance technology; to data-driven supply chain transformation, our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.


LRQA’s focus is:

•               Invest in customer excellence.

•               Build on strong foundations to lead the digital transformation of assurance.

•               Invest to enhance our products and services.

•               Accelerate the growth of the business and deliver on our sustainability strategy.


With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA’s next chapter is set to be an exciting, transformational period of growth. We’re well placed to build on everything we’ve done and further our ambitions for the future. At such an exciting time key talent is critical, and this role is a great opportunity to be part of our next chapter.


Role purpose:

The Service Delivery Manager will be a member of the Leadership team and a Senior Member of the Business Assurance Team and they will play an integral role within the business to support other Senior Managers in making business decisions and for inspiring and motivating the teams they manage.


The Service Delivery Manager will be accountable for recruiting, onboarding, and managing all Auditors Globally across the Business Assurance areas of Aquaculture, Fisheries, Retail, Food Assurance and Hospitality.  Leading and Managing the Audit teams to ensure adequate resource in the right areas to ensure delivery of service is delivered to a high standard. Working alongside other Senior Managers and the Leadership Team across Business Assurance as one team to ensure all areas are supported, working collaboratively together to ensure effective ways of working and training for Auditors to allow LRQA to be agile, forward planning and adding value where required to Clients suggesting solutions and innovation as required.


The Service Delivery Manager will support Senior Management and attend client and scheme owner meetings and be available to support the Teams as required.


The Service Delivery Manager, along with the Resourcing Manager will play an integral role within the Team to support delivery of services to ensure this is delivered to a high standard by inputting into KPI’s/specification of LRQA clients across all areas. Ensuring that the certification process is delivered in accordance with accreditation requirements and scheme owner KPIs, Managing the Auditor team through onboarding, training, shadow & Witness Assessments, and performance reviews. Liaising with key clients as to status of Auditors and ultimately ensuring delivery of first-class customer service experience within the sector.



Key Responsibilities:

Lead and manage the Auditors across our Global Business Assurance area.

Working with the Resourcing Manager to support the recruitment, onboarding, training and day to day communication with the Auditors ensuring all LRQA requirements are met as part of on the boarding process.

With the support of the Resourcing Manager, Lead, Manage and develop the team of auditors across all required scopes for LRQA and be the point of contact for all auditors.

Manage the financial aspects of Auditors, ensuring they are in the correct location with the right competencies.

Manage Auditor Training Meetings and Calibration Meetings. Developing Training requirements as required.

Manage and oversee all auditors’ communications and ensure regular updates to Auditors.

Manage the organising and tracking of the Shadow & Witness Program.

Manage the organising and tracking of the Performance review program, ensuring any actions are followed up.

Attend where relevant and support UK & Global teams with strategic, industry and key information for account review meetings.

Manage the information on the auditor’s portal.

Be the point of contact for all auditors.

Support the Resourcing Manager with forward planning to ensure the right auditor in the right location with scopes required for delivery.

Support the Operation team to liase with auditors as required.

Work closely with Senior Managers and IT to ensure the use of efficient systems and tracking of Auditor KPI’s.

Be agile and able to change direction at any time if circumstances change for Client and audit – highlighting any challenges/issues to always ensure KPI’s are communicated and met.

Assist the Group Accreditation Manager with Auditor compliance with the requirements of ISO17065 and LRQA’s Internal Audit system in accordance with Accreditation Body requirements and LRQA’s Quality Procedures as and when required.

Present monthly updates to Senior Team and manage through KPI dashboards.

Manage the Accreditation information required for auditors and track compliance to this.



Technical / Professional Qualifications / Requirements:

Degree or equivalent qualifications in related field of one of our business areas of Retail, Aquaculture, Fisheries, Hospitality, Agriculture or Processing (Food Assurance)

Trained auditor against an internationally recognised standard

5 Year’s industry experience within one of the Business Assurance areas.  

Aapproved ISO 9001: 2000 Lead Auditor course

Experience at managing accreditation Schemes

Demonstrable and up-to-date knowledge within at least one of the business areas of Retail, Aquaculture, Fisheries, Hospitality, Agriculture & Processing (Food Assurance)


Awareness of food industry legislation and Codes of Practice

Knowledge of quality assurance schemes within food supply chains



Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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