Service Delivery Manager
As a Service Delivery Manager, you'll be the face of Genmed on-site, ensuring seamless delivery of our managed services to the Trust. You'll oversee day-to-day operations, manage supply chains and sub-contracts, and lead a team of on-site coordinators. Your role will be pivotal in maintaining service excellence and avoiding disruptions to clinical procedures.
Key Accountabilities
To support the Operations Director & the RSDM in the effective delivery of the Genmed managed services to the Trust and day to day service management.
To proactively manage the supply chain & sub-contracts.
To be the key point of contact to all Trust staff with regards to the Genmed contract and activity.
To manage the on-site coordinators with support from the Regional Service Delivery Manager and Operations Director as required.
To represent and promote Genmed managed service's efficiency and the corporate values to the customer site.
To ensure that all stock is distributed and shelved in a timely manner from delivery when required.
To ensure that all purchase orders placed by Genmed are authorised in accordance with Trust requirements and that all procedures are adhered to.
To train and support Trust staff in the use of Genmed systems.
To adhere to the reporting system, processes and to effectively manage expectations.
To liaise and communicate effectively with customer staff at all levels and to be the first line of communication for the resolution of queries raised.
To liaise and communicate effectively with supplier and sub-contractor staff.
To liaise and communicate effectively with all Genmed staff.
To manage and communicate effectively with GMS, the Trust WOS, attending monthly meetings for review and arranging quarterly meetings for all.
To provide support to all day surgery units, theatres (pre-& post op) with administration and purchasing.
To conduct and support supplier negotiations and meetings.
To provide data analysis to the Regional Service Delivery Manager and Operations Director as requested.
To provide assistance to the management team with clinical trials and evaluations when required.
To manage and coordinate all mandatory meetings with the customer.
To provide other unspecified assistance on an ad-hoc basis as and when required by the Operations Director and the Senior Management Team.
To attend Trust procurement meetings when required.
Skills, experience & qualifications
Excellent interpersonal skills
Good knowledge and experience in preparing and manipulating data within spreadsheets
Good knowledge of networking and IT, including MS Office
Good written and verbal communication skills
The ability to work to tight deadlines
Excellent organisational ability
Accuracy
Good time management
Ability to prioritise
Ability to work under pressure and to think laterally when required
Self-motivation
Excellent customer service skills
Ability to drive is desirable, with full, clean UK driving license.
KPI's
Overall customer satisfaction with MSC performance
Efficiency of the MSC purchasing and stock control processes
Level of service credits payable by
Effective communication with internal and external contacts
Achieving the KPI's set out as a team
Contacts, relationships & staff interaction
This role requires a large amount of positive and effective interaction with all levels of customers, suppliers and management teams. The Service Delivery Manager is a Genmed representative on site and as such interaction with the customer and the supplier staff is required to be of the highest professional level. Exceptional levels of customer service are required and as such are key to this position. There is the day-to-day management responsibility of a team of on-site coordinators within this role with support from the RSDM and OD as required.
Work Environment
The position is largely based at the Gloucestershire Royal Hospital with a requirement to attend Cheltenham General Hospital on a weekly basis. Being situated in/near the Operating Theatres of the hospitals, the incumbent may be required to wear surgical scrubs on occasion. There may be a requirement to do manual handling, with training provisions in place.
Benefits
Genmed offer 26 days of annual leave per calendar year to all colleagues in additions to the UK recognised bank holidays or the pro-rata equivalent. Following successful completion of the probationary period, you will be included in the company pension scheme with a 5% employers' contribution, discretionary bonus scheme and the private healthcare schemes offered by Aviva and MediCash. Genmed also offer enhanced maternity and paternity packages as well as company sick pay upon completion of the probationary period. The Bike2Work voucher scheme is also available for colleagues who are interested
Job Types: Full-time, Permanent
Pay: £30,000.00-£33,000.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Paid volunteer time
* Private medical insurance
* Sick pay
Work Location: In person
Application deadline: 11/09/2025
Reference ID: Service Delivery Manager