Service Delivery Manager – Serco
Location: Homebased | Band: 4
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, 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 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 that support delivery.
* Monitor high‑level administrative workflow to ensure teams have all processes in place to support assessment delivery.
* Work with the Regional Manager to drive continuous improvement and disseminate through the team.
* Investigate and resolve customer complaints, escalating serious complaints as required.
* Communicate changes in assessment procedures and best practices to teams (with support of Clinical Standards Lead(s) if required).
* Ensure Clinical Standards Lead(s) have appropriate healthcare‑related mentorship and coaching to support delivery of quality targets.
* Ensure Clinical Standards Lead(s) follow appropriate processes to raise clinical questions and communicate resolution.
* Support continuous professional development of staff and encourage shared learning.
* Proactively manage 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 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, with options to purchase additional leave.
* Benefits supporting health and wellbeing: Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
* A supportive culture where you can make a positive difference in a company passionate about diversity and inclusion.
* Company discounts on cinema, entertainment, online shopping, mobile phone plans and leisure centre memberships.
* Interesting and enjoyable work.
* Commitment to professional and personal development with training and coaching opportunities.
About Serco
At Serco, the nature of the work we do matters, and everyone plays an important role—from caring for vulnerable people to managing complex public services. We are a team of 50,000 people delivering essential public services worldwide in areas including defence, transport, justice, immigration, healthcare, and citizen services. We innovate and redesign public services for the benefit of all.
By joining Serco, you gain unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). These networks are led by colleagues passionate about diversity, inclusion, and belonging.
Serco offers flexible, hybrid work arrangements and prouds itself as a Disability Confident Leader employer and holder of the Silver Inclusive Employer Standard. Disabled applicants meeting the minimum criteria can demonstrate their ability at interview.
Application
Please click the apply button to complete your application. We encourage applicants to apply promptly to avoid disappointment. For help, contact 0345 010 4000.
Equal Opportunity
Serco is open to discussions on flexibility and flexible working. We support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge. Please contact our recruitment team at 0345 010 4000 for more information.
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