Blueco Healthcare
Service Delivery Lead
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Service Delivery Lead
Service Delivery Lead
About Blueco Healthcare
Blueco Healthcare is a digital-first healthcare and pharmacy infrastructure provider in Preston, Lancashire, with a specialist focus in:
- Weight management
- Women’s health
- Sexual health
- Addiction
We provide regulated infrastructure behind some of the UK’s leading digital health brands, supporting clinical and pharmacy services, patient care, and deep API integrations across:
- NHS programmes
- Private healthcare
- Insurance
- Direct pharmaceutical manufacturer programmes
Our pharmacy infrastructure is known as Onescript. We support tens of thousands of patients every month and aim for 4x growth over the next year, backed by existing contracts.
Overview
We are seeking a Service Delivery Lead to oversee and manage the day-to-day operational delivery of our Service Delivery function. This role ensures:
- Consistently excellent patient and client experiences by maintaining high service standards
- Strong operational performance, team capability, and continuous process improvement
In collaboration with the Head of Services, Head of Operations, Client Services Manager, Clinical teams, Pharmacy Operations, and Engineering, the ideal candidate will lead:
- Service delivery processes
- Operational performance
- Complaints handling
- Workforce planning
- Quality assurance
The role combines people management, operational leadership, and continuous improvement to support scalable and compliant growth. Direct line management responsibility for the Service Delivery team reports to the Head of Services.
Key Responsibilities
Service Delivery Operations
- Lead the Service Delivery function, overseeing:
- Customer Support
- Service Administration
- Data & Reporting
- Ensure daily, weekly, and monthly operations adhere to high standards and service levels
- Monitor performance and proactively address risks and bottlenecks
- Align operational priorities across Service Delivery, Clinical Operations, Pharmacy Operations, and Engineering
- Maintain excellence in patient care, customer service, and operational consistency
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Team Leadership & Development
- Manage the Service Delivery team and direct reports
- Oversee recruitment for Service Delivery roles as needed
- Lead onboarding processes for new team members
- Develop and maintain competency matrices for Service Delivery roles
- Evaluate staff competency and workspace fit
- Deliver internal training programmes and accredited training compliance
- Support performance management, coaching, and professional development
Operational Performance & Continuous Improvement
- Conduct regular operational audits to identify risks, inefficiencies, and areas for improvement
- Implement process improvements to enhance quality, efficiency, and scalability
- Lead monthly operational reviews, focusing on:
- Zendesk usage
- SLA performance
- Service problem analysis
- Courier performance
- Quality of note-taking and call handling
- Logs and reporting
- Manual service administration tasks
- Track improvement initiatives to completion and measure their outsized impact
Customer Support & Complaints Management
- Oversee Level 2, Level 3, complex, and multi-party complaints, reporting to the Head of Services
- Analysing complaint themes to drive operational improvements
- Maintain Customer Support SLA performance
- Monitor service quality metrics and implement corrective actions
Operational Supplier Management
- Manage relationships with key service providers, including:
- Delivery carriers
- Recruitment partners
- Coordinate escalations with suppliers
- Communicate supplier updates (pricing, SLA, operational changes)
- Plan bank holiday and seasonal operations with suppliers and clients
Service Readiness
- Ensure operational readiness for new product/service launches
- Lead training for Service Delivery teams before new services roll out
- Develop operational guidance, crib sheets, and internal documentation
- Support clients with operational processes, fulfilment, and support pathways
Operational Issue Management
- Own the investigation and resolution of operational service problems
- Collaborate with Engineering, Clinical, and Pharmacy teams to address incidents
- Identify recurring issues and escalate them through operational governance
- Conduct root cause analysis and implement preventative actions
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Programme Management
- Act as the Blueco operational lead for designated service programmes
- Coordinate external partner communications
- Represent Blueco in operational governance meetings
Skills & Experience
Essential
- Proven experience managing operational service delivery teams
- Track record of people management
- Strong operational planning and process improvement skills
- Experience managing service performance against KPIs and SLAs
- Excellent organisational and prioritisation abilities
- Strong analytical and problem-solving capabilities
- Experience collaboratively driving improvements across multiple departments
- Strong communication skills (internal and external stakeholders)
Desirable
- Experience in healthcare, pharmacy, or regulated environments
- Knowledge of patient support, prescribing, or medication fulfilment services
- Familiarity with Zendesk or similar customer support platforms
- Operational change programme delivery experience
- Understanding of workforce planning and training management
Success Measures
Success in this role is measured through:
- ** attainment of Service Delivery SLAs and KPIs**
- Consistently high-quality customer support and complaint resolution
- ** effective recruitment, onboarding, and ongoing development of Service Delivery staff**
- ** successful delivery of operational improvements**
- ** increased operational efficiency and reduced service issues**
- ** strong audit outcomes and compliance performance**
- ** preparedness for new clients and service launches**
- ** high engagement and performance across the Service Delivery team**
Working Pattern
- Office-based
- Full-time
- Reports to the Head of Services
- Direct line management responsibility for the Service Delivery team
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