Overview
We are looking for an Assistant Service Delivery & Performance Manager to play a pivotal role in the smooth and effective running of our services at Kings College Hospital UTC.
This is a hands-on operational management role where you’ll be visible in the department, supporting staff and ensuring services are safe, patient-centred, and performing effectively.
Responsibilities
* Line manage Care Navigators and HCAs (clinical oversight from the Clinical Lead).
* Monitor operational performance against KPIs and quality standards.
* Support daily performance reporting and breach validation.
* Liaise with ED colleagues to ensure efficient hospital front door performance.
* Deputise for the Service Delivery & Performance Manager when required.
* Lead on patient experience feedback and service improvement initiatives.
About us
SELDOC is a successful GP cooperative with over 25 years of service, delivering high-quality primary and urgent care to 2 million patients across South London.
As part of our dedicated team, you’ll have flexibility, conducting telephone consultations or seeing patients face-to-face at our bases.
Details
* Date posted: 12 September 2025
* Pay scheme: Other
* Salary: Depending on experience
* Contract: Permanent
* Working pattern: Part-time, Flexible working
* Job locations: Kings College Hospital, Denmark Hill, London SE5 9RS
* Reference number: U0005-25-0002
Job responsibilities
To manage the effective delivery of all SELDOC services within scope, and those of its subsidiary and associated companies. The scope of this role is to manage the delivery of managerial tasks in the UTC, as delegated by the Service Delivery and Performance Manager (SDPM). The post holder will work very closely with the SDPM and cross-cover will also be a key feature of the role, including some availability outside of 09:00-17:00 hours. Specific areas of responsibility will include:
* Line management of Care Navigators and HCAs (the latter group being clinically managed by the Clinical Lead).
* Operational performance of the UTC against KPIs and quality targets.
* Allocated contribution to the UTCs performance reporting cycle.
* Management of clinical, operational and financial requirements. Service delivery needs to be patient and customer focussed with service outcomes in line with agreed plans. To effectively manage all major service delivery processes and outcome measures in all services across the business at all times such that potential issues are spotted quickly and early intervention is made as necessary.
* To support the SDPM in ensuring goals are effectively planned and delivered, and to improve service delivery understanding across the business.
* To manage an effective risk control regime; to provide evidenced assurances to colleagues and occasionally to the Executive Leadership Team (ELT) that service delivery is safe, patient-focused and delivering outcomes in line with short and long-term plans.
* To build and manage relationships with colleagues, customers/commissioners and service partners to support service delivery and new business ambitions.
* To continually review service delivery operating models and refine as required on an ongoing basis.
To assist in the design and build of new operating models for new business as required from time to time and to work with the SDPM and Operations Director to ensure that these new operating models deliver service outcomes which are in line with agreed plans.
Working relationships
* SDPM (Line Manager)
* UTC Medical Lead and Clinical Lead
* Operations Director and other Directors across the business
* Clinical Governance Team
* Own Direct Reports
* Current and potential customers
* Patients and service users
* External partners and service providers
Experience and qualifications
Experience — Essential
* Healthcare leadership in an Urgent Care setting (UCC, UTC or OOH). A footprint in all three areas would be extremely useful.
* Service delivery leadership experience in a commercial environment with tight margins.
Desirable
* Experience leading cost reduction and complex change programmes in a service delivery context.
Qualifications — Essential
* Qualifications in and/or evidence of planning and implementation of healthcare strategy. A systems thinker, understanding the Plan, Do, Study, Act (or similar) methodology.
Desirable
* Appropriate level and period of service delivery leadership in an urgent care organisation of at least the same size and complexity, with multi-site, multiservice responsibilities.
Disclosures
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) is required.
Employer details
Employer name: SELDOC Healthcare
Address: Kings College Hospital, Denmark Hill, London, SE5 9RS
Employer website: https://www.seldoc.co.uk/
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