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Service Delivery Manager (SDM) Torquay

Monday to Friday
Full Time, Permanent
37.5hrs per week
£35,000

* This role requires dual site management * (travel to Torquay and Exeter -travel expenses can be covered)

The Service Delivery Manager (SDM) is responsible for the performance & achievement of SLAs within the Exeter Assessment Centre, providing leadership to a team of Health Practitioners (HPs) and non-clinical employees, driving compliance, consistency and quality whilst striving for the best possible customer experience.

The SDM will create a strong performance driven, and claimant focused culture that supports our values in delivering consistent, robust and quality assessments whilst developing and protecting our reputation. Using management information to drive performance, such as average assessments per day, average assessment duration, slot outcomes etc.

Key Activities

Jointly monitoring performance to identify trends/risks/development opportunities. Creating & executing appropriate plans in line with the relevant HR policies where necessary.
Support Resource Managers in the planning activity, allocation of resource in line with DWP forecast, and effective booking policies to assist in the achievement of SLAs and KPIs.
Monthly 1-2-1 with team members.
Cascading information to Team Members through Daily meetings/huddles with all staff.
Delivery of monthly team meetings including operational updates.
To promote joint working and maximise the local relationships Clinical and Non Clinical employees alongside the engagement structure.
Responsible for onboarding new employees into the business from offer acceptance including welcome calls and regular touch points as per the onboarding process and ensuring the day 1 induction is completed in line with business expectations.Other Duties

Discussing / reviewing/ answering complaints within SLA
Attendance at Stakeholder Engagement Meetings as and when required
Review data and implementing changes where necessary to improve claimant journey/experience
Completing, checking, and approving staff expense, timesheets, annual leave, shopping carts/procurement requests

Job Details

37.5 hours
£35,000
Monday to Friday, office hours
Commute to both Exeter and Torquay offices
Wide range of benefits

An effective Service Delivery Manager must demonstrate the following skills/behaviours

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
Highlighting areas of interest, concerns, future requirements, providing feedback to relevant stakeholders where necessary
Strong communicator, with skills & experience of leading diverse/disperse teams
Professional under pressure
Focus on succeeding in a challenging, and ever changing environment
Contribute positively to the organisational culture
So what next?

Benefits: Benefits