Service Delivery Manager, UK

Maximus; United Kingdom; On-site; GBP 55,000 - 75,000; Full time

Job summary

MAXIMUS is a global organisation delivering health and employment services. The Service Delivery Manager (SDM) will lead a team of Health Practitioners and non-clinical staff, drive performance, and ensure high-quality customer experience in a hybrid role requiring travel to the Crewe office as needed.

The role emphasises onboarding, resource planning, performance management, and continuous improvement across clinical and administrative functions within the UK division.

Qualifications

• Strong initiative and driven, with a pro-active nature.
• Experience leading diverse teams and communicating with stakeholders.
• Ability to analyse data and put in place corrective actions to achieve business requirements.
• Previous management / leadership roles with a view to adhering to HR policies and procedures.
• Competent IT skills including Microsoft packages.
• Able to coach and mentor Health Care Professionals to improve/maintain performance standards.
• Commitment to the principles and practices of diversity, equity, and inclusion.

Responsibilities

• Monitor operational and clinical performance and identify trends/risks; implement plans.
• Onboard new Health Practitioners from offer acceptance to induction.
• Support Resource Managers in planning and allocation of resources to meet KPIs.
• Lead team meetings and communicate updates to ensure understanding across teams.
• Review complaints and CSAT data to improve claimant journey.
• Ensure Facilities Management, HSE and Security procedures are followed.

Skills

Strong initiative

People management

Data analysis

Communication skills

Leadership experience

Team mentoring

Microsoft Office

Stakeholder management

Adaptability

Diversity and inclusion

Tools

Microsoft 365

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.

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.

* This is a Hybrid role candidates must be able to travel to Crewe office as and when required *

Accountabilities

• 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.

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.
• 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.

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 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 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.