Head of Service Delivery

International SOS; United States; Hybrid; USD 94,000 - 134,000; Full time

Benefits offered by this job

Private healthcare

Dental care

Pension contributions

Job summary

International SOS in the United Kingdom seeks a Head of Service Delivery to oversee the delivery of assistance services. You will lead the Operations Specialists, ensure staffing and training, and act as the primary escalation point for operational issues.

You’ll drive service quality, manage KPIs, and collaborate with HR, Medical Team, and regional centres to deliver cost-effective, high-quality case management aligned with clients' policies.

Qualifications

• 5+ years of experience in a management/leadership capacity.
• Bachelor's degree in Business Administration or Healthcare Management preferred.
• Qualification in Call Centre Management or equivalent experience.
• Excellent written and spoken English.

Responsibilities

• Ensure delivery of the range of assistance services across the platform with trained medical/operational staff on shift.
• Lead the operations team to meet operational, financial and commercial objectives.
• Be the escalation point for assistance cases and client operational issues.
• Oversee staffing, recruitment, training, performance and retention.
• Maintain SOPs and drive continuous improvement in service delivery.
• Monitor KPIs and quality deliverables; report on operational performance.
• Coordinate with HR on absenteeism, rosters and staff development.
• Collaborate with Medical Team and regional centers to deliver high-quality service.

Skills

Leadership

People management

Decision making

Communication

CRM systems

MS Office

Geography knowledge

Travel ability

Education

Bachelor's degree

Call Centre Management qualification

Tools

CRM software

Job description

• Ensure delivery of the range of assistance services across the platform by ensuring appropriate levels of well-trained medical and operational professionals are employed and on shift in accordance with operational requirements.
• Ensure that service delivery is reflective of the SOP's agreed between A&H and the client team.
• Serve as the ultimate escalation point for assistance cases and client related operational issues.
• Act as the primary point of engagement on operational and claims matters.
• Provide leadership to the team of existing and new Operations Specialists to achieve the operational, financial and commercial objectives.
• Ensure the highest level of customer service on the platform by providing the operations team with the necessary tools and support systems.
• Maintain Standard Operating Procedures to streamline the workflow among various sections of the Assistance centre.
• Leverage global resources and best practice to maximize operational efficiency and quality within the platform.
• Oversee recruitment, selection, training and evaluation of performance and retention of staff on the platform.
• Ensure the relevant operations procedures are adhered to.
• Have oversight of all KPI and quality deliverables.
• Present options related to escalated problems considering all relevant factors that make up the query.
• Lead the team towards a culture of productivity and ensure productivity measurements are in place.
• Participate in RCA's and implement practical solutions if need be.
• Oversee review and resolution of billing cases as escalated, in conjunction with billing team in Mauritius and other locations where necessary.
• Leading the team by example.
• Be responsible for the development of staff rosters to ensure that appropriate staffing is in place to meet the requirements.
• In conjunction with HR manage absenteeism in the team.
• Ensure regular staff feedback meetings are in place.
• Undertake regular 1 to 1 sessions with direct and functional reports, ensure all performance appraisals are completed
• Consult with HR for any formal performance management requirements.
• Ensure staff have the required equipment and access to perform their functions.
• Activate disaster recovery procedures when relevant scenarios occur and coordinate staff management until normal conditions resume.
• Responsibility to report on operational delivery of services.
• Participate and manage projects and complete the tasks to deadline.
• Making suggestions for continued improvement and efficacy of the platform.
• Participation in company initiatives and encouragement of staff participation.
  Demonstrates accountability, confidentiality and ability to handle client related queries.
• Sound knowledge of Healthcare Insurance products and services.
• Becoming proficient in understanding company's case management software.
• Working knowledge of CRM/Call Centre telephony systems.
• IT literate including MS Office and Outlook
• Ability to coach, mentor and impart knowledge to staff.
• Sound knowledge of world geography.
• Able to communicate at all levels, strong interpersonal and leadership skills.
• Has sound decision making capabilities.
• Demonstrated understanding of working within a general customer service focused environment.
• Typically 5 years' experience in a management leadership capacity.
• Bachelors degree in Business Administrator / Healthcare Management or equivalent preferred.
• Qualification in Call Centre Management or comparable work-related experience in a medical / Healthcare
• Excellent written and spoken English
  At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil our Duty of Care responsibilities.
• Now, we're looking for talented individuals to join our team and make a difference. The Head of Service Delivery ensures resources are in place to deliver on assistance requests originating from the beneficiaries of A&H Business Travel policies. Working with Operations Managers, Operations and the Medical Team, and the Intl.SOS Assistance and Aspire Lifestyles Centers, you will oversee the delivery of high-quality service, through cost-effective case management aligned with the beneficiaries contracted insurance policy.
• Some travel as required to meet business needs.
• Working hours, 9 - 5.30pm.
• Hybrid working model, 3 days in the office in Croydon and 2 days working from home.
• Excellent benefits including private healthcare and dental and pension contributions., By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer's Institute (TEI) for 2025.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages