Service Delivery Manager

Maximus; Stoke-on-Trent; Hybrid; GBP 34,000 - 42,000; Full time

Job summary

MAXIMUS in Stoke-on-Trent is seeking a Service Delivery Manager (SDM) for a 2-year fixed term contract. The role is hybrid, combining site days (minimum 3 per week) with home working, and entails managing a team of Health Practitioners and support staff to meet KPIs and quality standards.

The SDM will drive compliance, onboarding, resourcing, and continuous improvement across clinical and non-clinical teams, ensuring high customer experience and adherence to HR policies and procedures.

Qualifications

• Strong initiative and proactive nature.
• Excellent communication across diverse stakeholders.
• Ability to analyse data and translate insights into action.
• Experience leading multidisciplinary teams and driving quality.

Responsibilities

• Monitor operational and clinical performance with MI data at site.
• Onboard new Health Practitioners including welcome calls and journey milestones.
• Support Resource Managers in planning, allocation and booking policies.
• Lead team meetings and effectively communicate updates to staff.
• Review complaints and CSAT data to improve claimant journey and experience.
• Oversee Facilities Management, HSE and security procedures.

Skills

Strong Initiative

Strong communicator

Data analysis

Team leadership

Flexible

Stakeholder management

Tools

Microsoft Office

Job description

General information

• Date: Thursday, November 5, 2026
• City: Stoke-on-Trent
• Country: United Kingdom
• Working time: Full-time
• Closing Date: 12-Nov-2026

Description & Requirements

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

The Service Delivery Manager (SDM) is responsible for the performance & achievement of TPLs within a specific area, providing leadership to a team of Health Practitioners (HP's) and non-clinical employees, driving compliance, consistency and quality whilst striving for the best possible customer experience.

Salary - £38,000

Hybrid role - working between our Stoke site a minimum 3 days per week and home.

2 year fixed term contract

• Jointly monitoring both operational and clinical performance alongside CSL through available MI at site and individual HP level, to identify trends/risks/ development opportunities. Creating & executing appropriate plans in line with the relevant HR policies where necessary.
• Responsible for onboarding new HP's into the business from offer acceptance including welcome calls and regular touch points through their new entrant journey and ensuring the induction is completed in line with business expectations
• Support Resource Managers in the planning activity, allocation of resource in line with DWP and company forecast, and effective booking policies to assist in the achievement of TPLs and KPI's. Optimising clearance opportunities whilst maintaining quality and protecting the customer journey.
• Effectively support and lead the team of Healthcare Professionals and administrative colleagues by way of conducting 1 to 1s, regularly engaging with your teams and utilising HR support where needed. Ensuring delivery of monthly team meetings including operational updates and be able to effectively communicate the messages to ensure that relevant business updates are cascaded and understood.
• Review complaints and CSAT data and implementing changes and taking action where necessary to improve claimant journey/experience
• Facilities Management, including all HSE and Security procedures and processes are adhered to.

Essential

• Strong Initiative and driven, with a pro-active nature, keen to learn, personable, flexible and not afraid to get stuck into a large amount of detail
• Highlighting areas of interest, concerns, future requirements, providing feedback to relevant stakeholders where necessary
• Strong communicator, with skills & experience of leading diverse/disperse teams. Being confident in communicating with peers and senior stakeholders alike.
• Ability to analyse data and put in place corrective actions to achieve business requirements.

Desirable

• Previous management / leadership roles with a view to adhering to HR policies and procedures.
• Competent IT skills including Microsoft packages.

Individual Competencies

• Able to work well as part of a multidisciplinary team and build positive working relationships with both clinical and non-clinical colleagues.
• Excellent influencing, communication, and collaboration skills, with the ability to adapt communication to the audience and interact constructively with a range of audiences.
• Flexible and adaptable, able to understand, anticipate, and meet immediate and medium-term customer and client needs.
• Able to collaborate effectively with others to drive a performance culture and deliver productivity and quality standards agreed between the us and the DWP.
• Able to apply professional skills and manage own professional competence and accountability in accordance with the appropriate governing body Code of Conduct.
• Complies with all applicable continuous professional development requirements.
• Able to effectively coach and mentor Health Care Professionals to improve/maintain performance standards.
• Able to ensure that professional practice standards and "best practice" are maintained in all areas of work.
• A commitment to the principles and practices of diversity, equity, and inclusion.

EEO Statement

- MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

- We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a gua