Service Delivery Manager

Role overview

Accountabilities

• Monitor operational and clinical performance with the CSL using MI at site and practitioner level; identify trends, risks, and development needs.
• Create and execute appropriate plans in line with HR policies.
• Onboard new Health Practitioners from offer acceptance, including welcome calls, regular touchpoints, and induction completion.
• Support resource managers with planning and allocation against DWP and company forecasts and effective booking policies.
• Lead and support healthcare professionals and administrative colleagues through one-to-ones, team engagement, and monthly meetings.
• Review complaints and CSAT data and make changes to improve the claimant journey.
• Ensure facilities management, HSE, and security procedures and processes are followed.
• Coach and mentor professionals and maintain agreed productivity, quality, and professional practice standards.

Essential qualifications and experience

• Proactive, driven, personable, flexible, keen to learn, and comfortable handling detailed work.
• Strong communication and experience leading diverse or dispersed teams, including communication with peers and senior stakeholders.
• Ability to analyse data and put corrective actions in place to meet business requirements.
• Must have the right to work in the UK.

Desirable qualifications and experience

• Previous management or leadership experience, including adherence to HR policies and procedures.
• Competent IT skills, including Microsoft packages.

Workplace

• The role is based in Leeds, West Yorkshire, and offers hybrid working after probation.

Individual competencies