Service Delivery Manager in Preston

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.

Skills & Experience

• 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.

Success Measures

• 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.

Working Pattern

• Office based
• Full time
• Reporting to the Head of Services.
• Direct line management responsibility for the Service Delivery team.