Service Delivery Manager

Maximus UK; York and North Yorkshire; Hybrid; GBP 32,000 - 44,000; Full time

Benefits offered by this job

9% pension

25 days annual leave

Holiday trade scheme

Job summary

Maximus UK is recruiting a Service Delivery Manager (SDM) to lead a team of Health Practitioners and support staff, ensuring performance targets and quality standards across a defined region. The role blends site-based and remote work, with a 12-month fixed-term contract.

You will oversee onboarding, resource planning, and continuous improvement of customer journeys, while maintaining HR compliance and collaborating with internal and external stakeholders.

Qualifications

• Strong initiative and pro-active, keen to learn, personable and flexible.
• Clear communicator with ability to lead diverse teams and influence stakeholders.
• Experience leading multidisciplinary teams and managing HR processes in a regulated setting.
• Ability to analyse data and implement corrective actions to meet performance targets.
• Experience with PIP, SB or WCA services in a leadership role.
• Familiar with HR policies, procedures and professional conduct requirements.

Responsibilities

• Monitor operational and clinical performance; identify risks and opportunities; implement HR-aligned improvement plans.
• Onboard new Health Practitioners, conduct welcome calls and ensure complete inductions.
• Assist planning and resource allocation to meet forecasts and KPI targets; optimize bookings.
• Lead and develop Healthcare Professionals and administrative staff; run regular 1:1s and team updates.
• Review complaints and CSAT data; drive changes to improve claimant experience.
• Ensure facilities, HSE and security procedures are followed.

Skills

Initiative

Communication

Team leadership

Data analysis

MS Office

Cross-functional collaboration

Stakeholder management

Diversity & inclusion

Travel readiness

PIP/SB/WCA experience

Tools

HRIS systems

Microsoft Excel

Job description

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.

Job Summary

The Service Delivery Manager (SDM) is responsible for the performance & achievement of Target Performance Levels 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

This role is a hybrid role, based between our York site and home.

12 month fixed term contract.

Benefits include:

• 9% combined pension
• 25 days annual leave
• Holiday trade scheme

Essential Duties and Responsibilities

1. Jointly monitoring both operational and clinical performance alongside Clinical Standards Lead 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.

2. 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

3. 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.

4. 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.

5. Review complaints and CSAT data and implementing changes and taking action where necessary to improve claimant journey/experience

6. Facilities Management, including all HSE and Security procedures and processes are adhered to

Key Contacts

Internal:

Regional Service Delivery Manager

Clinical Support Manager and Leads

Health Professionals and Admin Staff

Resource Manager

Recruitment

Training

QCSS Team (Health & Safety)

External:

DWP

Other relevant stakeholders.

Qualifications & Experience

• * 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.
• *Experience of working on PIP, SB or WCA services.
• * Previous management / leadership roles with a view to adhering to HR policies and procedures.
• * Competent IT skills including Microsoft packages.
• * 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.

Travel Requirements:

Some travel to Assessment Centres across Lot 1 (north of England & Scotland) when required.

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 well-being 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 guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.