Service Delivery Lead

TN United Kingdom; Kearsley; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Service Delivery Lead, where you will play a pivotal role in enhancing service delivery and cost efficiency. You will support digital transformation initiatives and manage contractor relationships, ensuring compliance and continuous improvement. With a focus on customer satisfaction and organizational excellence, this role offers a unique opportunity to thrive in a supportive environment. Enjoy hybrid working arrangements and a generous holiday package while contributing to the UK’s leading dental network. Your future starts here, where every contribution is valued and respected.

Benefits

Free onsite parking

Health and wellbeing benefits

Discounts at cinemas and retail brands

Recognition schemes

Qualifications

• Experience in Facilities management and contractor oversight.
• Strong ability to manage budgets and improve service delivery.

Responsibilities

• Support digital transformation and contractor management.
• Manage budgets and improve cost efficiency across services.

Skills

Customer Satisfaction

Organizational Skills

Communication Skills

Negotiation Skills

Attention to Detail

Tools

B2B IFS portal

DocuSign

Job description

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Your future, as a Service Delivery Lead at mydentist

You'll be joining our Facilities team within our Support Centre office in Greater Manchester (M26 1GG).

• The role is a fixed-term, full-time contract (12 months).
• Hybrid working arrangements - a mix of Support Centre work and site visits to practices.
• Supportive and experienced team.
• Benefits include free onsite parking and proximity to Kearsley train station.
• Onsite mini market and casual seating areas inside and outside.

Your future, with us

Working at mydentist means being part of the UK’s leading dental network. We trust you to do your best work, with a focus on work-life balance. Our ambitious team is dedicated to transforming dentistry, where everyone is valued and respected.

• Holidays increase to 27 days per year plus bank holidays.
• Health and wellbeing benefits, including virtual GP services and an Employee Assistance Programme with free counselling.
• Access to discounts at cinemas, retail brands, restaurants, and coffee chains.
• Recognition schemes such as Support Centre Heroes and service awards.

Your future, your role

As a Service Delivery Lead, you will:

• Support the digital transformation, especially Contractor Management.
• Develop governance and improve cost control as an experienced Facilities professional.
• Manage reactive budgets across various third parties.
• Manage a reactive work pace, addressing issues promptly.
• Improve service delivery and cost efficiency of our estate.
• Proactively manage contractor relationships to benefit the business.

Proactive contractor management

• Support B2B engagement, onboarding, and training.
• Source and onboard new contractors, focusing on coverage and performance.
• Assist with tenders and conduct quarterly performance reviews.
• Monitor KPIs and SLAs, developing improvement plans.
• Hold monthly reviews with suppliers, utilizing real-time performance data.
• Use the B2B IFS portal for transparency and feedback.
• Create contractor-specific improvement plans.
• Manage contracts via DocuSign and distribute quarterly newsletters.

Reactive contractor management

• Handle escalations and service concerns promptly.
• Conduct root cause analysis for continuous improvement.

Regulatory support

• Monitor compliance through site risk assessments and safety checks.
• Manage safe contractor administration.

We have spent approximately £4.2m reactively across Property and Dental over the last twelve months. Targeting 1% of this spend as a self-funding goal is realistic. For example, reducing the average spend of our three most expensive contractors to that of the three cheapest could save around £164k.

As a Service Delivery Lead, you will need:

• Confidence and dedication to customer satisfaction.
• Excellent organizational skills, attention to detail, and commercial acumen.
• Strong communication, persuasion, and relationship-building skills.
• Ability to influence, negotiate, and drive change and innovation.
• A valid driving license.

Enjoy being part of a passionate team supporting our practices and helping the nation smile.

Your future starts here

Build a fulfilling career with us, developing your skills in a supportive, inclusive environment.