Service delivery manager
- Full-time and part-time
- Locations across England
As a member of the NHS Direct management team, the role of a service delivery manager (SDM) is a particularly challenging one.
Delivering a high quality customer service, like the Choose and Book Appointments Line, demands a lot. The service delivery manager is integral to its smooth running. This includes everything from managing annual leave and staff absence, to promoting a workable on-site strategy.
Top performance
The SDM needs to ensure that the service provided by NHS Direct is the best that we can possibly offer.
This means focusing on quality and performance. This is done through effective line-management, regular 1-to-1s and team meetings so that same quality and performance is extended throughout the entire team.
Naturally, a good working relationship with the Team Leaders is vital, especially when arranging recruitment, staff inductions, and training. These are also key roles of the job.
Delivering on targets
Organisational skills are essential. An SDM must make efficient use of all human resources, and also the available technology and finances.
The contact-centre staff must have everything they need to make sure they reach our local and national service delivery targets. The responsibility for financial management of the department also falls to the SDM.
Developing projects
Being a service delivery manager is a developmental position too. The SDM supports the Head of Operations in putting new plans and projects into practice. They establish links between the National Booking Management Service and the local site, while always ensuring that national direction and all policies are followed.
The role of the SDM is varied, to say the least. With good people skills and a head for business, the aim is to fully integrate Choose and Book into the service patients expect of the NHS.
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