Service Delivery Manager

Team Leadership &​ Performance Management

• Lead, motivate, and develop clinical and non-clinical teams to ensure high engagement, retention, and delivery of contractual standards.
• Utilise the PFAS performance management framework to monitor team and individual performance, implementing actionable development plans.
• Working alongside Clinical Management Teams to develop a collaborative approach to supporting staff to succeed in role
• Along with the CSL Conduct regular feedback sessions, coaching, and professional development initiatives to meet or exceed performance targets.
• Address performance issues, absenteeism, and other challenges promptly to maintain productivity and service quality.

Operational Oversight &​ Daily Management

• Manage day-to-day operations, ensuring functional assessments are delivered in line with contractual service targets. Proactively addressing concerns and flagging these to operations manager with solution focused approach
• Review slot capacity daily, allocate resources effectively, and report progress against targets to internal teams.
• Collaborate with Clinical Performance Leads to monitor quality, address trends, and implement corrective actions in collaboration

Continuous Improvement &​ Training Support

• Identify and implement process improvements to enhance workflows for face-to-face, telephone, and video assessments.
• Work with the PFAS Training Team on clinical training and support plans, monitoring learning curves and cascading slot impacts.
• Assist in producing clinical training planners for new colleagues.

Capacity Planning &​ Reporting

• Oversee annual leave approvals and provide capacity vs. forecast reports to the Operations Manager.
• To review slots/capacity on a daily basis and report to internal teams on tracking against targets
• Manage daily operations and allocate resources across clinical and non-clinical colleagues to ensure the delivery of functional assessments in line with contractual service targets.

Stakeholder Collaboration &​ Customer Service

• Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and alignment on processes.
• Build positive relationships with claimants and external partners to support a smooth assessment process.
• Ensure high-quality customer service by resolving complaints promptly and implementing corrective actions.

Compliance &​ Safety

• Ensure adherence to health and safety regulations, data protection, confidentiality, and corporate standards always.
• Promote professional behaviour, appearance, and adherence to organisational policies across all teams.

General/Additional Duties:

• To comply with the Corporate Confidentiality Policy at all times;
• Ensure all mandatory training is completed
• Be present on site to support a culture of collaboration and management presence