Service Delivery Manager
-to-day running of Complex Care and/or Secure Transport services, ensuring alignment with the companys mission and objectives.
Ensure rosters are completed in advance using the available technology to ensure optimal utilisation of staff hours, annual leave planning and sickness management Drive operational excellence by establishing, monitoring, and refining processes within the HUB, staffing rosters (PSS&PCC), and service (job) allocations ensuring seamless, efficient, and effective staff utilisation and service delivery.
Lead the resolution of high-impact operational issues, implementing sustainable solutions while ensuring business continuity and service quality.Participate in senior leadership on-call rota/duties, providing high-level guidance during critical incidents and ensuring consistent operational support across the company Stand in for Clinical Support Managers/Customer Support Coordinators where required Contracts Management and Business Development Oversee and ensure full compliance with service contract terms, conditions, and performance standards, driving optimal contract execution and service delivery.
Lead contract evaluations to ensure services provided meet defined scope, duration, and financial agreements, while proactively identifying areas for renegotiation or improvement.Ensure compliance with provisions as per contractual agreements, ensuring accuracy in data collection and input for billing.
Proactively identify and target potential customers in the UK sector Attend industry events, conferences, and seminars to stay updated on market trends, network, and generate leads.
Quality Governance and Continuous Improvement Lead comprehensive investigations into significant operational or clinical issues, ensuring thorough data analysis, root cause identification, and the development of robust corrective actions.
Present findings and recommendations to the senior leadership team for strategic decision-making.
Synthesise key performance indicators (KPIs) and operational metrics into actionable insights, driving continuous service improvement and aligning operational performance with company objectives.
Implement advanced monitoring frameworks to ensure service quality, proactively identifying risks and opportunities for enhancement.
Complete customer visits from a clinical and business development perspective whilst identifying areas of improvement Foster a culture of accountability through constructive feedback, coaching, and development initiatives, improving team performance and service delivery standards.
People and Performance Management Provide senior leadership and mentorship to a diverse team of frontline and zero-hour workers, ensuring alignment with organisational policies, performance standards, and best practices.Conduct strategic service audits and quality assessments, ensuring compliance with Complex Care and Secure Transport protocols, and driving remedial actions as necessary.
Lead workforce planning initiatives, optimising resource allocation, and ensuring robust shift scheduling to support new and ongoing services.
Implement performance management systems to track and evaluate team output, driving continuous improvement and addressing attendance or performance gaps promptly through appraisals, supervision, absence meetings and performance improvement plans.
Leadership and Strategic Influence Decision Making Serve as a trusted senior leader, offering guidance and decision-making support to teams managing complex or high-risk services, ensuring alignment with corporate objectives and service excellence.
Lead the resolution of escalated concerns, complaints, and incidents, fostering a culture of professionalism, empathy, and responsiveness.Stakeholder and Cross-Functional Leadership Cultivate and maintain strategic relationships with internal and external stakeholders, ensuring operational objectives are aligned with broader organisational strategies.
Lead cross-functional collaboration efforts, promoting streamlined service delivery, and fostering a unified approach to problem-solving across departments.
Represent the organisation in strategic forums, advocating for service improvements and operational innovations.
Continuous Improvement and Innovation Spearhead strategic initiatives aimed at driving innovation within Complex Care and Secure Transport services, identifying and implementing new processes, technologies, or methodologies that enhance operational efficiency and service quality.
Inspire and empower teams to contribute to ongoing improvement efforts, promoting a culture of creativity, accountability, and excellence in service delivery.Talent Development and Organisational Culture Lead talent development strategies, ensuring the continuous professional growth of teams through tailored training programs and leadership development initiatives.
Foster a high-performance culture that emphasises learning, collaboration, and shared success, positioning the company as an employer of choice within the sector.
Mental Health Act, Mental Capacity Act and Legal Status Management including DoLS Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS
- new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Complex Care Secure and Transport Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints.
Maintain accurate and confidential records of the legal status and treatment of patients Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS
- new legislation pending) and the Code of Practice.
Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training