Service Delivery Lead in Peterborough

<p><b>Service Delivery Lead - Teleradiology</b></p><p><br></p><p><b>Location: </b>Home-based (with occasional travel to the London office )</p><p><b>Reports to: </b>Head of Clinical<b> </b>Operations</p><p><b>Working with: </b>ARI<b> </b>PACS team, reporting platform vendor team, Patients, GPs & Referrers, Managers, Team Leaders, Advisors</p><p><br></p><p><br></p><p><b>Introduction:</b></p><p><br></p><p><b>Apollo Radiology International (ARI)</b> is a global leader in diagnostic imaging services and part of the Apollo Hospitals Group. ARI delivers high-quality teleradiology and subspecialty reporting to healthcare providers across more than 30 countries, supported by an expert team of radiologists trained to international standards. Combining clinical excellence with innovative technology, including AI-driven diagnostic tools, ARI operates 24/7 to provide timely, accurate, and patient-focused reporting. Through continuous investment in education, research, and collaborative partnerships, ARI is committed to advancing radiology practice and improving patient outcomes worldwide. ARI is strategically focusing on expanding its services and partnerships within the UK market, building strong collaborations with the NHS and private healthcare providers to deliver innovative and scalable reporting solutions.</p><p><br></p><p><b>What you will do:</b></p><p>This is an exciting opportunity to join a dynamic, innovative healthcare organization where radiology meets cutting-edge digital technology. As Service Delivery Lead, you will be the driving force behind our operational excellence – leading a high-performing team to deliver world-class radiology reporting services that directly impact patient care.</p><p>You will combine strategic thinking with hands-on action, balancing day-to-day operational leadership with continuous improvement initiatives. From optimizing workflows and solving problems to coaching your team and driving performance, you will shape how ARI delivers exceptional services to clients and patients.</p><p><br></p><p><b>Key Responsibilities</b></p><p><b>Leadership & Team Development</b></p><ul><li>Lead, support, and inspire the Service Delivery Team (SDT) to deliver exceptional service.</li><li>Create a culture of accountability, ownership, and continuous improvement.</li><li>Train and onboard new team members while providing ongoing coaching and professional development.</li><li>Conduct regular check-ins and team meetings to support wellbeing, performance, and engagement.</li><li>Foster an agile and collaborative team environment that thrives under pressure and embraces change.</li></ul><p><b>Operational Excellence & Service Delivery</b></p><ul><li>Oversee the day-to-day operations of the SDT, ensuring smooth workflows and timely service delivery.</li><li>Manage study allocation, reporting turnaround times (TAT), and peer review processes to meet and exceed contractual KPIs.</li><li>Proactively identify and resolve bottlenecks, incidents, and complaints, implementing solutions to prevent recurrence.</li><li>Drive improvements in workflow efficiency, reporting accuracy, and query resolution.</li><li>Oversee image splits, rejects, and other key administrative tasks to maintain quality standards.</li><li>Collaborate with internal and external stakeholders to optimise workflows and service quality.</li></ul><p><b>Rota & Resource Management</b></p><ul><li>Create and manage staff rotas, ensuring effective coverage across all shifts.</li><li>Anticipate resource needs and make adjustments for annual leave, absences, or increased demand.</li><li>Maintain radiologist rota and leave schedules to ensure adequate reporting capacity.</li></ul><p><b>Communication & Stakeholder Engagement</b></p><ul><li>Lead daily operational calls to review workload, priorities, and performance.</li><li>Act as a key point of contact between radiographers, radiologists, clients, and vendors on workflow, quality, and service issues.</li><li>Support governance teams in responding to complaints, incidents, and service-related queries.</li><li>Liaise with vendor teams (e.g., reporting platform, PACS) to escalate and resolve system issues promptly.</li></ul><p><br></p><p><b>About You</b></p><p>You are not just looking for a leadership role – you want to make a difference. You are energised by solving complex problems and thrive in a fast-paced, evolving environment. You bring fresh ideas, think on your feet, and are always looking for ways to improve. You lead with initiative, turn challenges into opportunities, and motivate those around you to deliver their best. Above all, you care about patient outcomes and the quality of service we deliver.</p><p><br></p><p><b>What People See in You</b></p><ul><li>Leadership & Growth Mindset: You inspire confidence, lead by example, and set high standards for your team.</li><li>Agile Thinking: You adapt quickly to change, anticipate challenges, and respond with creative, practical solutions.</li><li>Solution Orientation: You see obstacles as opportunities and consistently find ways to improve systems and processes.</li><li>Communication: You communicate clearly, confidently, and with purpose – whether presenting data, resolving issues, or leading meetings.</li><li>Collaboration: You build strong relationships across teams and work effectively with clinicians, technical teams, and external partners.</li></ul><p><br></p><p><b>Experience & Skills</b></p><p><b>Essential:</b></p><ul><li>Proven experience in a service delivery, operations, or team leadership role, ideally within healthcare or teleradiology.</li><li>Strong understanding of radiology reporting workflows and operational processes.</li><li>Demonstrated success in improving service delivery or implementing operational enhancements.</li><li>Experience managing rotas and leading teams in a fast-paced environment.</li><li>Excellent communication, stakeholder management, and problem-solving skills.</li></ul><p><b>Desirable:</b></p><ul><li>Familiarity with PACS/RIS systems, DICOM, and HL7 standards.</li><li>Experience supporting quality, governance, or peer review processes.</li><li>Background in healthcare technology, telemedicine, or imaging services.</li></ul><p><b>Compliance & Governance</b></p><ul><li>Adhere to Data Protection Act guidelines, GDPR requirements, and IGSOC standards.</li><li>Support service quality audits and investigations.</li><li>Ensure all processes meet internal governance protocols and client requirements.</li></ul><p></p>