Service Delivery Manager

About the Role

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 while striving for the best possible customer experience.

This is a hybrid role, requiring on-site presence in Grimsby 2–3 days per week.

• Jointly monitor both operational and clinical performance alongside CSL through available MI at site and individual HP level to identify trends, risks and development opportunities. Create and execute appropriate plans in line with relevant HR policies where necessary.
• Responsible for onboarding new HP’s into the business from offer acceptance including welcome calls, regular touch points, and ensuring the induction is completed in line with business expectations.
• Support Resource Managers in planning activity, allocation of resources in line with DWP and company forecast, and effective booking policies to assist in the achievement of TPLs and KPIs. Optimise clearance opportunities while maintaining quality and protecting the customer journey.
• Effectively support and lead the team of Health Professionals and administrative colleagues by conducting 1-to-1s, regularly engaging with your teams and utilising HR support where needed. Ensure delivery of monthly team meetings, including operational updates, and communicate the messages to ensure relevant business updates are cascaded and understood.
• Review complaints and CSAT data and implement changes, taking action where necessary to improve claimant journey and experience.
• Facilities Management, including all HSE and Security procedures and processes are adhered to.

• 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.
• Highlight areas of interest, concerns and future requirements, providing feedback to relevant stakeholders where necessary.
• Strong communicator with skills and experience of leading diverse/disperse teams. 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 and 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.

• 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.
• 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.

Minimum Salary: £38,000.00

Maximum Salary: £38,000.00