Maximus
Service Delivery Manager
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Service Delivery Manager
Service Delivery Manager (Team Leader or SDM) – Thornaby (Hybrid: 50% Home, 50% Office)
About the Role
Be part of something great — Maximus is a global organisation specialising in health, employment services, and support programmes for millions of people annually. In the UK, we employ 5,000+ teams delivering impactful services, including assessments, health support, employability programmes, and specialist care.
This hybrid (50/50 home/office) role is based in Thornaby, where the Service Delivery Manager (SDM) oversees:
- Team Leadership – Health Practitioners and non-clinical team members
- Performance Delivery – Achievement of targets, compliance, quality, and exceptional customer experience
- Action-Oriented Strategy – Driving consistency while identifying trends, risks, and growth opportunities
Key Responsibilities
Performance & Operational Leadership
- Collaborate with Clinical & Operational Leads (CSL) to monitor operational & clinical performance via key metrics (MI), identifying trends and development opportunities
- Develop and implement corrective actions in line with HR policies where needed
Team Onboarding & Development
- Lead the new Health Practitioner (HP) induction process, including welcome calls, new entrant support, and compliance with business benchmarks
- Ensure a seamless onboarding journey from offer acceptance to final integration
Resource Allocation & Efficiency
- Partner with Resource Managers to align staff schedules with DWP forecasts and booking policies, optimising clearance rates while maintaining quality
- Support attainment of TPLs (Target Performance Levels) and KPIs
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Employee Engagement & Support
- Conduct one-to-ones and organise monthly team meetings with operational updates, ensuring business communications are clear and understood
- Provide coaching and HR support to Healthcare Professionals and admin teams, fostering strong teamwork
Customer Experience Clarification & Improvement
- Review complaints data (CSAT scores) and implement actionable changes to enhance claimant satisfaction
Facilities & Compliance Management
- Uphold Health, Safety & Environmental (HSE) protocols and security procedures
Qualifications & Experience
Essential Requirements
✔ Strong initiative, driven with a proactive mindset — experienced in detail-oriented tasks and continuous learning ✔ Proactive communication: Highlighting challenges, aligning strategies across stakeholders with transparency ✔ Team Leadership: Experience in leading & motivating diverse, distributed teams (clinical and non-clinical roles) with senior communication skills ✔ Data-Driven Decision-Making: Ability to analyse metrics, devise actionable solutions, and meet business objectives
Desirable Attractions
🔹 Management/Leadership Experience: Prior HCDE (Health and Care Digital Exchange) or relevant sector roles, particularly in ensuring compliance with HR policies 🔹 IT & Administrative Proficiency: Familiarity with Microsoft Office Suite and workflow optimisation
Individual Competencies
● Teamwork & Relations:
- Collaborate effectively with multidisciplinary teams (clinical & non-clinical), fostering positive rapport.
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● Communication & Influence:
- Tailor your communication style for diverse audiences, including complex discussions at peer and executive levels.
- Drive preparative & actionable strategies—aligning productivity and quality with DWP standards.
● Adaptability & Client-Centric Focus:
- Quickly grasp immediate and evolving needs in customer/claimant support.
- Constantly adapt to new protocols and challenge standards to ensure best practice.
● Mentoring & Skill Validation:
- Coach & mentor Healthcare Professionals to uphold/stretch performance standards.
- Adhere to professional accountability frameworks and relevant Code of Conduct.
● Commitment to Diversity & Inclusion:
- Embed DEI principles in your practice and behaviour to promote an inclusive workplace culture.
Equality & Opportunity Statement
Maximus is committed to fostering a diverse, equitable, and inclusive workforce. We strive to ensure that all applicants receive fair consideration, with no barriers based on protected characteristics.
✅ Disability Confident Leader: Our guaranteed interview scheme ensures equal access for candidates with disabilities and long-term conditions. If you identify as such and meet the criteria, you’ll be guaranteed an interview.
✅ Access & Adjustments: When applying, you may request reasonable protocol adjustments for interview/information sharing.
Salary & Terms
📌 Salary Offered:
- £38,000 (a single bracket for this role)
☑ Flexible Hybrid Work: 50% remote work, with 50% based in our Thornaby Office
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