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For Companies At a Glance
- Tasks: Manage service relationships and ensure high customer satisfaction while implementing improvements.
- Company: Optum is a global leader in healthcare technology, improving lives through innovative solutions.
- Benefits: Enjoy remote work flexibility, diverse culture, career development opportunities, and comprehensive benefits.
- Why this job: Make a real impact on health outcomes and join a team dedicated to advancing health equity.
- Qualifications: Experience in Service Management, strong communication skills, and ITIL knowledge preferred.
- Other info: This role offers the chance to grow personally and professionally in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
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.
- Identify and implement continual improvements.
- Foster high customer satisfaction and consistently exceed our customers’ expectations.
- 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, whilst keeping up to date on industry news, changes within healthcare, 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:
- ITIL V3 or V4 Foundation qualification desirable.
- Experience with maintaining ISO accreditation would be a valuable addition to our team.
- A basic understanding of Software as a Service (SaaS) is beneficial.
- If you have some project management skills, that’s a bonus.
- Having insights into the NHS structure and the wider healthcare market would help in this role but is not essential.
If you are eager to join an organisation where you have more than just a job, but an opportunity to add value and develop yourself further, then apply today!
About us
Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.
Equality, Diversity, and Inclusion
At Optum, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of Optum, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do. Optum is an equal opportunities employer, and we welcome applications from all suitably 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 applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.
Contact Detail:
OptumUK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Relationship Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this is a key aspect of the Service Relationship Manager role. Understanding its principles will help you demonstrate your capability in managing service delivery effectively during any discussions.
✨Tip Number 2
Research Optum's products and services thoroughly. Being knowledgeable about what we offer will not only impress during conversations but also allow you to tailor your approach to how you can contribute to our mission of improving health outcomes.
✨Tip Number 3
Network with professionals in the healthcare technology sector, especially those familiar with NHS structures. This can provide you with insights and connections that may be beneficial when discussing your understanding of the industry during interviews.
✨Tip Number 4
Prepare examples of how you've successfully managed customer relationships and resolved conflicts in previous roles. Highlighting your communication and influencing skills will be crucial in showcasing your fit for the Service Relationship Manager position.
We think you need these skills to ace Service Relationship Manager
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in service management, particularly within an ITIL framework. Emphasise your communication and relationship-building skills, as these are crucial for the Service Relationship Manager role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Optum's mission and values. Mention specific examples of how you've successfully managed customer relationships and improved service quality in previous roles.
Highlight Relevant Qualifications: Clearly state any qualifications you have, such as ITIL V3 or V4 Foundation, and any experience with ISO accreditation. If you have insights into the NHS structure or project management skills, be sure to include those as well.
Showcase Continuous Improvement Skills: In your application, provide examples of how you've identified opportunities for continuous improvement in past roles. This will demonstrate your ability to meet the expectations of the Service Relationship Manager position.
How to prepare for a job interview at OptumUK
✨Understand the Role
Make sure you have a clear understanding of the Service Relationship Manager role. Familiarise yourself with the responsibilities, such as leading service review meetings and handling escalations. This will help you articulate how your experience aligns with their needs.
✨Showcase Communication Skills
Since strong communication is key for this position, prepare examples that demonstrate your ability to build relationships and manage customer expectations. Think of specific instances where you successfully resolved issues or improved service quality.
✨Highlight Continuous Improvement Experience
Be ready to discuss your experience with identifying and implementing improvements in service management. Share examples of how you've used data analysis to spot opportunities for enhancement, which is crucial for exceeding customer expectations.
✨Research Optum and the Healthcare Market
Take some time to learn about Optum's products, services, and their impact on healthcare. Understanding the NHS structure and current trends in the healthcare market can give you an edge and show your genuine interest in the company.
