Service Delivery Manager

Serco; Luton; On-site; GBP 33,000 - 45,000; Full time

Benefits offered by this job

Pension scheme

Life insurance

Annual leave

Wellbeing benefits

Employee discounts

Training & development

Job summary

Serco is seeking a Service Delivery Manager for the WCA programme in Luton. You will lead a team of functional assessors and site coordinators, ensuring delivery of volume, quality and customer service. You will coordinate with regional QA, support services and drive performance using MI data.

The role demands leadership of operations, assessments, admin, customer services, facilities and health & safety, with focus on continuous improvement and staff development. Hybrid working may be available.

Qualifications

• Experience leading and developing teams.
• Track record of delivering challenging performance targets.
• Health assessment experience is helpful but not essential.
• Ability to engage and support remote teams.

Responsibilities

• Ensure that volumes, quality, and service levels meet agreed targets.
• Drive performance and achieve team objectives through robust management.
• Facilitate communications to support delivery across the team.
• Oversee admin workflows to ensure smooth assessment delivery.
• Collaborate with Regional Manager and site teams to drive continuous improvement.
• Investigate and resolve customer complaints and escalate where required.

Skills

Team leadership

Performance targets

Health assessments experience

Remote team engagement

Job description

Job title: Service Delivery Manager - WCA
Band: 4
Contract: Perm
Salary: £39,000
Location: Luton

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).
Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

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, and 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 the 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 which support delivery.
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery.
• Work with Regional Manager to drive continuous improvement and disseminate though team.
• Investigate and resolve customer complaints and escalating serious complaints as required.
• Communicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Clinical Standards Lead(s) if required).
• Ensure Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets.
• Ensure Clinical Standards Lead(s) follow appropriate processes to elevate clinical questions and communicate resolution.
• Support the continuous professional development of staff and encourage shared learning.
• Responsible for effectively and proactively managing 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 of 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. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).