MAIN PURPOSE OF THE JOB
As the Service Delivery Manager (SDM) you will be responsible for the operational success of one or more PFAS sites, ensuring that all volume, quality, and service level targets are achieved. You will lead both clinical and non-clinical teams to deliver a high standard of performance, compliance, and customer service. Your role will encompass oversight of clinical assessments, administrative processes, slots utilisation, customer service, and the implementation of health and safety regulations. You will also drive operational efficiencies through continuous improvement initiatives and ensure a positive work environment that fosters growth and development. This position requires a strong focus on team leadership, performance management, and collaboration with internal and external stakeholders to ensure seamless service delivery.
KEY TASKS AND RESPONSIBILITIES:
Main job duties:
Team Leadership & Performance Management
* Lead, motivate, and develop clinical and non-clinical teams to ensure high engagement, retention, and delivery of contractual standards.
* Utilise the PFAS performance management framework to monitor team and individual performance, implementing actionable development plans.
* Working alongside Clinical Management Teams to develop a collaborative approach to supporting staff to succeed in role
* Along with the CSL Conduct regular feedback sessions, coaching, and professional development initiatives to meet or exceed performance targets.
* Address performance issues, absenteeism, and other challenges promptly to maintain productivity and service quality.
Operational Oversight & Daily Management
* Manage day-to-day operations, ensuring functional assessments are delivered in line with contractual service targets. Proactively addressing concerns and flagging these to operations manager with solution focused approach
* Review slot capacity daily, allocate resources effectively, and report progress against targets to internal teams.
* Collaborate with Clinical Performance Leads to monitor quality, address trends, and implement corrective actions in collaboration
Continuous Improvement & Training Support
* Identify and implement process improvements to enhance workflows for face-to-face, telephone, and video assessments.
* Work with the PFAS Training Team on clinical training and support plans, monitoring learning curves and cascading slot impacts.
* Assist in producing clinical training planners for new colleagues.
Capacity Planning & Reporting
* Oversee annual leave approvals and provide capacity vs. forecast reports to the Operations Manager.
* To review slots/capacity on a daily basis and report to internal teams on tracking against targets
* Manage daily operations and allocate resources across clinical and non-clinical colleagues to ensure the delivery of functional assessments in line with contractual service targets.
Stakeholder Collaboration & Customer Service
* Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and alignment on processes.
* Build positive relationships with claimants and external partners to support a smooth assessment process.
* Ensure high-quality customer service by resolving complaints promptly and implementing corrective actions.
Compliance & Safety
* Ensure adherence to health and safety regulations, data protection, confidentiality, and corporate standards always.
* Promote professional behaviour, appearance, and adherence to organisational policies across all teams.
General/Additional Duties:
* To comply with the Corporate Confidentiality Policy at all times;
* Ensure all mandatory training is completed
* Be present on site to support a culture of collaboration and management presence
* To ensure that professional behaviour, appearance and attitude are maintained, and the organisation's policies, standards and procedures are adhered to, along with promotion of these to all colleagues.
EXPERIENCE AND KNOWLEDGE:
* Demonstrable experience in managing and leading teams to meet performance targets in a high-pressure environment, while maintaining high levels of colleague engagement and morale.
* Capable of championing the vision and direction set by senior management to inspire and motivate the team to achieve exceptional result.
* Proven ability to manage complex workflows and allocate resources efficiently, a strong working knowledge of resource management to drive operational improvements and adapt to changing priorities.
* Excellent interpersonal and communication skills with the ability to build and maintain effective working relationships internally and externally, and network across teams to facilitate collaboration.
* Track record of managing performance through structured feedback, development plans, and coaching, ensuring continuous colleague development and driving results.
* Ability to handle multiple priorities and adapt to evolving circumstances while maintaining high standards of service quality and delivery.
* Positive attitude towards adapting new strategies and best practices to improve operational efficiency, service delivery, and overall team performance
* Experience in fostering a culture of engagement and support, ensuring colleagues feel valued and motivated while working towards team and individual objectives.
SKILLS AND ABILITIES:
Ability to communicate effectively with internal and external teams
Ability to prioritise and meet relevant KPI's in a demanding environment
Ability to work on own initiative with minimal supervision in a proactive manner
Team worker who is flexible and has a positive attitude to learning and self-development
An understanding, acceptance and adherence to the need for strict confidentiality
Ability to plan and organise workloads effectively.
Location: Norwich- Site based (Hybrid - 3 days a week on site) Travel required to various locations, including but not limited to, PFAS Assessment Centres and IPRS Head Office/London as required for training or meetings
Job Type: Permanent
Hours: 40 hours per week
Benefits include:
* 25 days annual leave
* Company Pension Scheme matched up to 6%
Do you want to have a great impact and make a difference? Then don't miss out - we want to hear from you!
Apply directly or please feel free to reach out to our recruitment team for a confidential chat.
At PFAS, we value and promote diversity and are committed to equality of opportunity for all. We are proudly Disability Confident employers and as such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. 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 pfas.recruitment@iprsgroup.com