At a Glance
- Tasks: Lead daily operations, ensuring top-notch service delivery and patient care.
- Company: Dynamic healthcare organisation focused on improving patient experiences.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Join a growing team with opportunities for career advancement.
- Why this job: Make a real difference in healthcare while developing your leadership skills.
- Qualifications: Experience in managing operational teams and strong problem-solving skills.
The predicted salary is between 46000 - 52000 £ per year.
We are seeking a Service Delivery Manager to lead the day-to-day operational delivery of our Service Delivery function. This role ensures our teams consistently deliver an excellent patient and client experience by maintaining high service standards, managing operational performance, developing team capability, and driving continuous process improvement.
Working closely with the Head of Services, Head of Operations, Client Services Manager, Clinical teams, Pharmacy Operations and Engineering, the successful candidate will oversee service delivery processes, operational performance, complaints handling, workforce planning and quality assurance across the Service Delivery function. This role combines people management, operational leadership and continuous improvement to ensure our services remain efficient, scalable and compliant as the business continues to grow. Reporting to the Head of Services, the role has direct line management responsibility for the Service Delivery team.
Key Responsibilities- Service Delivery Operations
- Lead the Service Delivery function, overseeing Customer Support, Service Administration, and Data & Reporting to ensure daily, weekly and monthly operational activities are delivered efficiently and to a high standard.
- Ensure operational tasks are completed accurately and within agreed service levels.
- Monitor operational performance and proactively address emerging risks or bottlenecks.
- Coordinate operational priorities across Service Delivery, Clinical Operations, Pharmacy Operations and Engineering.
- Maintain high standards of patient care, customer service and operational consistency.
- Team Leadership & Development
- Line manage the Service Delivery team.
- Manage recruitment for Service Delivery roles where required.
- Lead onboarding for new Service Delivery team members.
- Develop and maintain competency matrices for Service Delivery roles.
- Assess staff competency and ensure team members work within their level of competence.
- Deliver internal training programmes and oversee completion of accredited training.
- Support performance management, coaching and professional development.
- Operational Performance & Continuous Improvement
- Conduct regular operational audits to identify risks, inefficiencies and improvement opportunities.
- Implement process improvements to improve quality, efficiency and scalability.
- Own regular operational reviews including: Use of Zendesk, SLA performance, Service problems analysis, Courier performance, Quality of note taking and call handling, Logs and reporting, Manual service administration tasks.
- Track improvement initiatives through to implementation and measure outcomes.
- Customer Support & Complaints Management
- Manage Level 2, Level 3, complex and multi-party complaints to the Head of Services.
- Ensure complaint themes are analysed and translated into operational improvements.
- Maintain responsibility for Customer Support SLA performance.
- Monitor service quality metrics and implement corrective actions where required.
- Operational Supplier Management
- Manage operational relationships with key service providers including delivery carriers and recruitment partners.
- Coordinate operational escalations with suppliers.
- Communicate supplier service changes internally, including pricing, SLA or operational updates.
- Coordinate bank holiday and seasonal operational planning with suppliers and clients.
- Service Readiness
- Ensure operational readiness for new products and service launches.
- Ensure Service Delivery team is fully trained before new services launch.
- Develop operational guidance, crib sheets and internal documentation.
- Provide operational guidance to clients on service delivery processes, fulfilment options and support pathways.
- Operational Issue Management
- Own investigation and resolution of operational service problems.
- Coordinate with Engineering, Clinical and Pharmacy teams to resolve operational incidents.
- Identify recurring issues and ensure they are reviewed through operational governance meetings.
- Drive root cause analysis and implementation of preventative actions.
- Programme Management
- Act as operational lead for designated service programmes.
- Coordinate operational communications with external partners.
- Represent within operational governance meetings where appropriate.
- Essential
- Experience managing operational service delivery teams.
- Previous people management experience.
- Strong operational planning and process improvement skills.
- Experience managing service performance against KPIs and SLAs.
- Excellent organisational and prioritisation skills.
- Strong analytical and problem-solving ability.
- Experience working across multiple departments to deliver operational improvements.
- Excellent communication skills with internal and external stakeholders.
- Desirable
- Experience within healthcare, pharmacy or regulated environments.
- Knowledge of patient support, prescribing or medication fulfilment services.
- Experience using Zendesk or similar customer support platforms.
- Experience delivering operational change programmes.
- Familiarity with workforce planning and training management.
- Consistent achievement of Service Delivery SLAs and KPIs.
- High quality customer support and complaint resolution.
- Successful recruitment, onboarding and development of Service Delivery staff.
- Delivery of operational improvement initiatives.
- Improved operational efficiency and reduced service issues.
- Strong audit outcomes and compliance performance.
- Effective operational readiness for new clients and services.
- High engagement and performance across the Service Delivery team.
- Office based
- Full time
- Reporting to the Head of Services.
- Direct line management responsibility for the Service Delivery team.
Service Delivery Manager in Blackburn employer: Your World Recruitment Group
As a Service Delivery Manager at our organisation, you will be part of a dynamic team dedicated to delivering exceptional patient and client experiences in a supportive and collaborative environment. We prioritise employee growth through comprehensive training programmes and continuous improvement initiatives, ensuring that you have the tools and opportunities to excel in your role. Our commitment to high service standards and operational excellence, combined with a culture that values teamwork and innovation, makes us an outstanding employer in the healthcare sector.
Contact Details:
Your World Recruitment Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Blackburn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Your World Recruitment Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Your World Recruitment Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager in Blackburn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Your World Recruitment Group:Your cover letter is your chance to shine! Tell us why you want to work at Your World Recruitment Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Your World Recruitment Group!
How to prepare for a job interview at Your World Recruitment Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
