Service Delivery Manager (Home Based, West Midlands, GB)

Serco
United Kingdom
Workplace: RemoteFull timeGBP 39,000+Function: Program & Project Management (PMO)Skills: ["Leadership","Performance management","Customer focus","Communication","Continuous improvement"]

Lead and oversee a service delivery team that supports health assessments for DWP eligibility decisions. Own accountability for delivering volume, quality, and customer service targets while managing performance through management information. Collaborate with regional quality and assurance teams, coordinate assessment operations, handle complaints escalation, and drive continuous improvement. Provide leadership and coaching to assessors and site coordinators, ensuring safe, compliant, and consistently high-quality delivery.

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Serco
Serco
1 week ago

Service Delivery Manager (Home Based, West Midlands, GB)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead and oversee a service delivery team that supports health assessments for DWP eligibility decisions. Own accountability for delivering volume, quality, and customer service targets while managing performance through management information. Collaborate with regional quality and assurance teams, coordinate assessment operations, handle complaints escalation, and drive continuous improvement. Provide leadership and coaching to assessors and site coordinators, ensuring safe, compliant, and consistently high-quality delivery.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Lead a team of functional assessors and site coordinators as the single point of accountability for delivery.
  • •Ensure delivery of volume, quality, and service levels to agreed targets.
  • •Monitor administrative workflow to ensure processes support assessment delivery.
  • •Investigate and resolve customer complaints and escalate serious complaints as required.
  • •Provide leadership, mentorship, and coaching to support clinical standards and continuous professional development.

Pay and Benefits

Salary: GBP 39,000
Perks:PensionLife InsuranceAnnual LeaveEmployee Assistance

Key Requirements

  • •Lead and develop teams, driving performance against challenging targets.
  • •Deliver volume, quality, and applicable service levels to agreed objectives.
  • •Have health assessment experience (helpful, though not essential).
  • •Engage and support remote teams.
  • •Use management information to drive performance and continuous improvement.
Skills:LeadershipPerformance managementCustomer focusCommunicationContinuous improvement

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn