Service Relationship Manager

Whatsoninleeds; Leeds; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Optum is seeking a Service Relationship Manager to join their team in Leeds. This home-based role involves collaborating with stakeholders, improving service delivery, and ensuring high customer satisfaction. Ideal candidates will have experience in Service Management, strong communication skills, and a passion for healthcare technology.

Benefits

Comprehensive benefits

Career development opportunities

Diversity and inclusion culture

Qualifications

• Experience in a Service Management role, ideally within an ITIL framework.
• Strong communication and influencing skills.
• Ability to analyse data and identify improvement opportunities.

Responsibilities

• Organise and lead service review meetings.
• Facilitate communication between customers and teams.
• Handle escalations and manage customer expectations.

Skills

Communication

Influencing

Data Analysis

Education

Experience in Service Management

Understanding of ITIL framework

Tools

ISO accreditation

Software as a Service (SaaS)

Project Management

Job description

Leeds, Yorkshire and the Humber, United Kingdom

OptumUK

Posted 1 day ago

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Full 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, serving as the Service Relationship Manager for assigned business areas, becoming the primary contact for service-related issues.

You will be entrusted with identifying and implementing continual improvements, fostering high customer satisfaction, and consistently exceeding our customers’ expectations, solidifying our reputation as a trusted partner.

Other key responsibilities 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, and stay updated on industry news, healthcare changes, 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!

Key skills and experience include:

• Experience with maintaining ISO accreditation is a valuable addition.
• A basic understanding of Software as a Service (SaaS) is beneficial.
• Project management skills are a bonus.
• Insights into the NHS structure and the wider healthcare market are helpful but not essential.

If you are eager to join an organisation where you can add value and develop further, apply today!

About us

Optum is a global organisation delivering care aided by technology to help millions live healthier lives. Your work will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best.

We offer a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Join us to make an impact on communities as we advance health equity globally.

Start Caring. Connecting. Growing together with Optum.

Equality, Diversity, and Inclusion

We are committed to an inclusive, equitable culture where people can bring their whole selves to work and reach their full potential. We welcome applications from all 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 law. We will work to accommodate individual needs during your application process. Please advise the talent team if adjustments are needed.