Serco is a global provider of essential public services, delivering high‐quality assessments to help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP). Our experienced team supports complex case management services worldwide, ensuring that service users receive care and respect while colleagues thrive in a supportive culture.
Service Delivery Manager
* Band: 4
* Location: Home‑based
* Salary: £35,000 per annum
Key Purpose
* The SDM leads a team of functional assessors and site coordinators, acting as the single point of accountability for volume, quality and customer service.
* Collaboration with the Regional Quality & Performance Manager, Area Quality Assurance Leads and support services ensures the smooth operation of assessments, using management information to drive performance aligned with objectives.
* Leadership and oversight of operations, assessments, administration, customer services, facilities and health & safety.
Key Accountabilities
* Deliver agreed volume, quality and service level targets.
* Manage team performance through robust performance management methods.
* Facilitate communications to support delivery.
* Monitor administrative workflow to ensure processes enable assessment delivery.
* Partner with the Regional Manager to drive continuous improvement across the team.
* Investigate and resolve customer complaints, escalating serious issues as required.
* Communicate procedural changes and best practices to teams, with the support of Clinical Standards Leads where necessary.
* Ensure Clinical Standards Leads provide appropriate mentorship and coaching.
* Support continuous professional development and shared learning.
* Proactively manage absences to minimise disruption.
* Perform other ad‑hoc duties as required.
Essential Technical and Professional Skills, Knowledge, and Qualifications
* Experience leading and developing teams.
* Track record of delivering challenging performance targets.
* Health assessment experience is 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 (with options for purchase).
* A range of benefits supporting health and wellbeing (Employee Assistance Programme, health plans, free flu vaccines, eye tests, etc.).
* A supportive, inclusive culture where you can make a positive impact.
* Company discounts (cinema, entertainment, shopping, mobile plans, leisure centre memberships).
* Opportunities for professional and personal development, including training and coaching.
About Serco
At Serco, we rely on a talented workforce of 50,000 people who manage essential public services across defence, transport, justice, immigration, healthcare and citizen services. We are innovators committed to redesigning public services for the benefit of all.
Through our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks) – we support diversity, inclusion and belonging. We are proudly a Disability Confident Leader and holder of the Silver Inclusive Employer Standard.
Equal Employment Opportunity
Serco is committed to building a diverse and inclusive organisation that meets the needs of all. We will make reasonable adjustments at interview through to employment and encourage applications from diverse candidates. We support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge. Applicants who meet the minimum criteria will be given the opportunity to demonstrate their abilities at interview. For help with your application or to discuss reasonable adjustments, please contact 0345 010 4000.
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