Service Delivery Lead

mydentist; Kearsley; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading dental network in the UK is looking for a dedicated Service Delivery Lead to oversee facilities management and contractor performance in Kearsley. This role focuses on enhancing service quality and operational efficiency, requiring strong communication and organisational skills. The position offers a hybrid work model, a supportive team environment, and numerous employee benefits including health and wellness programs.

Benefits

27 days holiday plus bank holidays

Health and well-being benefits

Employee discounts

Qualifications

• Confidence in customer service environments with a focus on satisfaction.
• Outstanding organisational skills and attention to detail.
• Excellent communication and persuasive skills.

Responsibilities

• Develop governance and cost control in facilities management.
• Manage contractor performance and report on KPIs.
• Handle escalations and ensure compliance monitoring.

Skills

Organisational skills

Communication

Negotiation

Job description

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Your future, as a Service Delivery Leadat mydentist

You’ll be joining our Facilitieswithin our office called Support Centre, which is in Greater Manchester (M26 1GG).

• The role is a fixed term contract (12 months)andfull time
• Hybrid working arrangements - a mixture of Support Centreand site visits to practices
• Supportive and experienced team
• You will benefit from free onsite parking and Kearsley train station is just a short walk away
• With an onsite mini market shop and casual seating space inside and outside (for the sunnier days)

Your future, with us
Working at mydentist means you’ll be part of the UK’s leading dental network. Here, you’ll be trusted to do your best work, balancing your career around your life. We’re ambitious, focusing on the big picture and transforming how we deliver dentistry. Supported by a talented and driven team everyone is free to be themselves, where respect is a given and we’re always there for one another.

• Holidays rising to 27 days per year with service (plus bank holidays)
• Health and wellbeing benefits; including a virtual GP service and Employee Assistance Programme helpline which includes free counselling sessions
• Access to fantastic discounts at cinemas, major retail brands, restaurants and coffee chains - simple and easy to access making it possible to save hundreds of pounds a year
• Recognition schemes including Support Centre Heroes and service awards

Your future, your role
As an Service Delivery Lead, you’ll be:

- This is an exciting time for mydentist, as we work towards implementation of our digital transformation, a key part of which includes Contractor Management
- As an experienced Facilities professional, you will play a pivotal role in developing and embedding governance and driving improvements to our overall cost control
- This is a fantastic opportunity for someone with relevant knowledge and experience to innovation, and delivery of the Helpdesk function, enthusiasm, drive, and an entrepreneurial character are key characteristics of the suitable applicant.
- We manage a significant reactive budget across a wide variety of 3rd parties
- The pace and volume of work dictates that they are managed “reactively” – either in the moment or firefighting when there is a major issue
- We deliver a fantastic service to our estate, but this has the opportunity to be significantly improved and more cost effective
- We need to be more proactive in this area, which will present real business benefits – predominantly on our bottom-line P & L
- This will free up the Helpdesk Managers to focus on service delivery allowing quality assurance to be addressed without compromising real time solutions

Proactive contractor management

Support with B2B engagement/ adoption and training along with ongoing administration
Source/ onboard new contractors - Focus on where we have poor coverage / poor performers
Supporting with tenders
Quarterly meetings – deep dive on performance and agreeing action plans for improvements
KPI/ SLA reporting/ monitoring and improvement plans
Holding monthly reviews with every supplier to review real time performance data
Reinforced by the B2B IFS portal - One version of the truth removing anecdotal feedback
Developing contractor specific action plans to drive improvements and efficiencies.
Contract administration – preparing and issuing contracts via DocuSign
Quarterly contractor newsletter

Reactive contractor management

Handle immediate escalations / service concerns
Root cause analysis to identify continual improvement

Regulatory support

Compliance monitoring-Documenting and recording spot checks of site-specific risk assessments across the supply chain covering reactive, planned and project works
Safe contractor administration

We have spent c£4.2m reactively across Property and Dental over the LTM
1% of our total spend itself is a more than realistic target for how this role should be self-funded.
If the AOV of our 3 most average expensive Contractors was lowered to the AOV of 3 cheapest contractors, based on volumes over the LTM then this alone presents an opportunity of c£164k

As a Service Delivery Lead, you will need:

Confidence - You will thrive in an environment where service is key, with a clear understanding of putting the customer first and be absolutely dedicated to ensuring customer satisfaction
Outstanding organisational skills, attention to detail and a high commercial acumen
An excellent communicator and persuasive character who can build positive relationships at various levels both internally and externally.
Good communication skills to be able to present a case briefly and logically
Influencing and negotiating skills to motivate colleagues to work towards a common goal
Potential to stimulate and manage change whilst driving innovation
A driving licence

Enjoy being part of a team that’s passionate about supporting our practices and ultimately heling the nation smile.

Your future starts here
Build a fulfilling career with us, where you'll find the opportunity to develop your skills and shape your work life with the support of a caring and inclusive team who support one another.