Service Relationship Manager

OptumUK; Leeds; Remote; GBP 35,000 - 45,000; Full time

Job summary

Optum is seeking a Service Relationship Manager to enhance customer satisfaction and oversee service quality. This permanent position is primarily home-based, requiring travel to Leeds for meetings. Ideal candidates will have experience in service management, particularly within an ITIL framework.

Benefits

Comprehensive benefits

Career development opportunities

Diversity and inclusion culture

Qualifications

• Experience in a Service Management role preferable.
• Strong communication and relationship-building skills required.
• Ability to manage workloads and handle challenging situations.

Responsibilities

• Serve as the primary contact for service-related issues.
• Organise and lead service review meetings.
• Handle escalations and maintain service quality.

Skills

Communication

Data Analysis

Customer Satisfaction

Education

ITIL V3 or V4 Foundation qualification

Tools

SaaS

Job description

Job Description

Here at Optum, we are excited to share that we are currently recruiting for a Service Relationship Manager to join us on a permanent basis.

This position is a home working job with some requirement to travel to the Leeds office for collaborative meetings.

Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. We are committed to developing the next generation of healthcare technology that will truly make a difference

What you’ll do

You will work closely with key stakeholders from both inside and outside the organisation, and you will serve as the Service Relationship Manager for assigned business areas, becoming the primary contact for service-related issues.

In this role, you will be entrusted with the essential task of identifying and implementing continual improvements. You will be dedicated to fostering high customer satisfaction and consistently exceeding our customers’ expectations, solidifying our reputation as a trusted partner.

Other key responsibilities and accountabilities will include:

• Organise and lead service review meetings as required.
• Facilitate communication between customers, teams, and experts to maintain service quality.
• Handle escalations and complaints, collaborating with internal teams while managing customer expectations.
• Oversee contractual reporting and accountability.
• Maintain knowledge of Optum, its products and services, whilst keeping up to date on industry news, changes within healthcare, and competitor activity

Who You’ll Be

We’re looking for someone with experience in a Service Management role, ideally within an ITIL framework. Strong communication and influencing skills are key—you’ll be great at building excellent relationships with our customers. Being able to prioritise tasks and manage your workload is important. We appreciate someone who can stay calm and handle challenging situations. If you have a knack for analysing data and spotting opportunities for continuous improvement, that’s fantastic!

We want to make sure you’re set for success, so the key skills and experience we’re looking for are below:

• ITIL V3 or V4 Foundation qualification desirable
• Experience with maintaining ISO accreditation would be a valuable addition to our team.
• A basic understanding of Software as a Service (SaaS) is beneficial
• If you have some project management skills, that’s a bonus.
• Having insights into the NHS structure and the wider healthcare market would help in this role but is not essential.

If you are eager to join an organisation where you have more than just a job, but an opportunity to add value and develop yourself further, then apply today!

About us

Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.

Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.

Join us to start Caring. Connecting. Growing together. Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.

Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Equality, Diversity, and Inclusion

At Optum, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of Optum, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do.

Optum is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.