Service Delivery Manager

Job title: Service Delivery Manager

Band: 4

Location: Homebased

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

Key purpose

• The Service Delivery Manager (SDM) is a leadership role within operations who leads a team of functional assessors and site coordinators. The SDM is the single point of accountability for delivery of volume, quality and customer service within their team.
• They will work collaboratively with the Regional Quality & Performance Manager, Area Quality Assurance Leads and support services facilitating a smooth running of the assessment operation that supports delivery of a quality service for customers and staff by using management information to drive performance in line with individual objectives
• The role is responsible for leadership & oversight of operations, assessments, admin, customer services, facilities, and health & safety.

Reason for the role

• The Clinical Operational Services requires an impressive performance driven, and customer focused culture that supports our values in delivering consistent, robust, and quality assessments whilst developing and protecting our reputation. Using management information to drive performance.

Structure and reporting relationship

• The Service Delivery Manager will report directly into the Regional Quality & Performance Manager within Clinical Operations
• The SDM will have line management responsibility of the Functional Assessors, Clinical Standards Leads and an administrative team of Site Coordinators.

Key accountabilities

• Ensure that the volumes, quality, and applicable service levels are delivered to agreed target levels.
• Deliver team objectives and performance against targets through robust performance management methods.
• Facilitate communications which support delivery.
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery.
• Work with Regional Manager to drive continuous improvement and disseminate though team.
• Investigate and resolve customer complaints and escalate serious complaints as required.
• Communicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Clinical Standards Lead(s) if required).
• Ensure Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets.
• Ensure Clinical Standards Lead(s) follow appropriate processes to escalate clinical questions and communicate resolution.
• Support the continuous professional development of staff and encourage shared learning.
• Responsible for effectively and proactively managing absences to minimise ad hoc and ongoing absence.
• Other ad hoc duties as required.

Essential technical and professional skills, knowledge, and qualifications

• Experience leading and developing teams.
• Experience of delivering challenging performance targets.
• Health Assessment experience helpful but not essential.
• Ability to engage and support remote teams.

What we offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

Job title: Service Delivery Manager

Salary: £35,000 - £45,000

Location: Homebased

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

Key purpose

• The Service Delivery Manager (SDM) is a leadership role within operations who leads a team of functional assessors and site coordinators. The SDM is the single point of accountability for delivery of volume, quality and customer service within their team.
• They will work collaboratively with the Regional Quality & Performance Manager, Area Quality Assurance Leads and support services facilitating a smooth running of the assessment operation that supports delivery of a quality service for customers and staff by using management information to drive performance in line with individual objectives
• The role is responsible for leadership & oversight of operations, assessments, admin, customer services, facilities, and health & safety.

Reason for the role

• The Clinical Operational Services requires an impressive performance driven, and customer focused culture that supports our values in delivering consistent, robust, and quality assessments whilst developing and protecting our reputation. Using management information to drive performance.

Structure and reporting relationship

• The Service Delivery Manager will report directly into the Regional Quality & Performance Manager within Clinical Operations
• The SDM will have line management responsibility of the Functional Assessors, Clinical Standards Leads and an administrative team of Site Coordinators.

Key accountabilities

• Ensure that the volumes, quality, and applicable service levels are delivered to agreed target levels.
• Deliver team objectives and performance against targets through robust performance management methods.
• Facilitate communications which support delivery.
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery.
• Work with Regional Manager to drive continuous improvement and disseminate though team.
• Investigate and resolve customer complaints and escalate serious complaints as required.
• Communicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Clinical Standards Lead(s) if required).
• Ensure Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets.
• Ensure Clinical Standards Lead(s) follow appropriate processes to escalate clinical questions and communicate resolution.
• Support the continuous professional development of staff and encourage shared learning.
• Responsible for effectively and proactively managing absences to minimise ad hoc and ongoing absence.
• Other ad hoc duties as required.

Essential technical and professional skills, knowledge, and qualifications

• Experience leading and developing teams.
• Experience of delivering challenging performance targets.
• Health Assessment experience helpful but not essential.
• Ability to engage and support remote teams.

What we offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco

At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

#haascareers

About Serco

At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

#haascareers