Service Delivery Manager
A fantastic opportunity has arisen for a Service Delivery Manager to join a reputable company who provides high-quality healthcare services to patients. The Service Delivery Manager will be responsible for providing specific site-based operational and performance management of the Services. The successful candidate will lead all operational teams for specific Contact Centre sites. This role requires an analytical and questioning approach to understand root cause and solution through improvement to technologies, process, and direct people management.
Key Responsibilities
Lead and direct performance management processes and analysis that enables excellent performance to be established and maintained.
Lead and direct continual quality and efficiency improvement and innovation in service delivery processes.
Support development of strategic projects with input and implementation of necessary changes to support the growth of the company.
Have local site accountability for the operation of the services to a quality level that is compliant with national and contractual standards.
Support the Senior Operational Performance Manager to create a coherent, dynamic, motivated, well-trained and skilled team that is capable of meeting the quality and effectiveness targets for the business in a sustainable way.
Support the efficient delivery of services to agreed budgets.
Work closely with other managers to ensure all service provision is co-ordinated to attain optimum quality and efficiency.
Support the development, implementation and maintenance of the workforce plans for the service to ensure the provision of sufficient resource, of the necessary competence, at all times to deliver a high-quality cost-effective service.
Jointly with all responsible leads, develop, lead and direct proactive service planning to assure that minor and major impacts on the service are risk managed. This will include formulating local Disaster Recovery and Business Contingency Plans.
Assist with the project management, successful design, development and implementation.
Manage relationships and work closely with the resource planning team to ensure that rotas are at appropriate staffing levels to accommodate demand.
Adhere to all procedures, protocols as appropriate.
Attend training and meetings as and when required to do so by senior management.
Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the FOI, Information Governance and GDPR.
Deal with matters raised under the complaints procedure/protocol and using the procedure/protocol when answering queries and complying with requests from Clinical Governance for statements and information
Knowledge, Skill & Experience
Extensive experience in real time management
Expertise in contact centre technologies including NICE, Redwood, Mitel, call routing, ACD functionality, reporting etc.
Delivery of target driven performance
Extensive knowledge of healthcare
Team Management
Management level contact centre experience
Extensive use of Performance Management tools
Data Management
Previous experience of writing operating procedures
Familiarity with HR Best Practice
Management of Business Continuity Protocols to ISO standard
Implementation of Company Strategy
Contact centre resourcing experience
Excellent interpersonal/ communication skills with a variety of media and all levels of staff with the company as well as external agencies
Knowledge in contact centre telephony systems
Skills with Microsoft Office including good knowledge of Excel
Highly analytical and able to produce reports evidencing findings to a senior level
Numerical skills to understand financial and budget management
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.
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