Service Delivery Manager (SDM)
The Service Delivery Manager (SDM) is responsible for the performance and achievement of TPLs within a specific area, providing leadership to a team of Health Practitioners (HPs) and non‑clinical employees, driving compliance, consistency and quality while striving for the best possible customer experience.
This is a hybrid role offering a 50/50 balance between remote working and onsite presence in Blackburn. Candidates must be within a commutable distance.
Role duties
* Jointly monitor operational and clinical performance alongside CSL through available MI at site and individual HP level, identifying trends, risks and development opportunities; create and execute appropriate plans in line with HR policies.
* Responsible for onboarding new HPs from offer acceptance, including welcome calls and regular touch points throughout their new entrant journey, ensuring induction aligns with business expectations.
* Support Resource Managers in planning activity, allocation of resources in line with DWP and company forecast, and effective booking policies to help achieve TPLs and KPIs, optimizing clearance opportunities while maintaining quality and protecting the customer journey.
* Lead and support the team of Healthcare Professionals and administrative colleagues through 1‑to‑1s, regular engagement, and facilitating monthly team meetings with operational updates.
* Review complaints and CSAT data, implement changes and take action to improve claimant journey and experience.
* Manage facilities, ensuring all HSE and security procedures and processes are adhered to.
Qualifications & Experience – Essential
* Strong initiative and pro‑active nature, keen to learn, personable, flexible, and meticulous.
* Excellent communicator, capable of leading diverse and dispersed teams and interacting confidently with peers and senior stakeholders.
* Ability to analyse data and implement corrective actions to achieve business requirements.
Qualifications & Experience – Desirable
* Previous management or leadership experience with a focus on adhering to HR policies and procedures.
* Competent IT skills, including Microsoft Office packages.
Individual Competencies – Essential
* Collaborate effectively with both clinical and non‑clinical colleagues to drive a performance culture and meet quality standards.
* Excellent influencing and communication skills, adapting style to diverse audiences.
* Flexible and adaptable, able to meet immediate and medium‑term customer needs.
* Commitment to diversity, equity and inclusion principles.
* Apply professional skills, manage competence and accountability in line with governing body code of conduct and continuous professional development requirements.
* Coach and mentor Health Care Professionals to maintain performance standards.
Travel Requirements
Some travel to Assessment Centres across Lot 1 when required.
EEO Statement
* MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process.
* We are a Disability Confident Leader and offer guaranteed interviews to candidates with disabilities who meet the minimum requirements.
* Adjustments will be considered where reasonable for applicants who express a need during the recruitment process.
Salary
£38,000.00 annually.
#J-18808-Ljbffr