Service Delivery Manager

Preston, Lancashire (Office-Based)
£40,000 – £45,000 per annum (higher for exceptional experience)
Full-time | Permanent

Working Days: Monday to Friday

About the Role

We are recruiting on behalf of an innovative, fast-growing healthcare infrastructure provider for an experienced Service Delivery Manager to oversee and optimise their operational service delivery function.

This is an exciting opportunity to join a scaling digital healthcare business supporting tens of thousands of patients across the UK. The organisation operates in specialist areas including weight management, women’s health, sexual health, and addiction, with ambitious growth plans already backed by secured contracts.

As Service Delivery Manager, you will take ownership of day-to-day service operations, ensure high-quality patient and client experiences while drive efficiency, compliance, and continuous improvement across the business.

Key Responsibilities

• Lead and manage the Service Delivery function, including Customer Support, Service Administration, and Data & Reporting
• Ensure operational tasks are completed accurately and within agreed SLAs
• Monitor service performance, identifying and resolving risks, bottlenecks, and service issues
• Work collaboratively with Clinical, Pharmacy Operations, Engineering, and Client Services teams
• Line manages, recruit, onboard, and develop Service Delivery team members
• Build competency frameworks and deliver training programmes
• Conduct operational audits and implement process improvements to enhance scalability and efficiency
• Oversee complaints management, including complex escalations and root cause analysis
• Manage relationships with key suppliers, including delivery partners and recruitment agencies
• Ensure operational readiness for new product and service launches
• Lead operational issue resolution and service improvement initiatives
• Represent the business in operational governance meetings and partner communications

About You

• Proven experience managing operational service delivery teams
• Strong people management and team development experience
• Experience working to KPIs and SLAs Excellent planning
• Organisational, and problem-solving skills
• A track record of driving operational improvements and efficiencies
• Strong stakeholder management and cross-functional collaboration skills

Desirable:

• Experience in healthcare, pharmacy, or regulated environments
• Knowledge of patient support, prescribing, or medication fulfilment services
• Familiarity with Zendesk or similar customer support systems
• Experience with workforce planning and training management

What’s on Offer

• Competitive salary with flexibility for highly experienced candidates
• Opportunity to join a high-growth healthcare organisation
• Career progression and leadership development opportunities
• A chance to make a real impact on patient care and service quality