Service Delivery Manager

Specific Accountabilities:

Service Performance & Contract Delivery

• Lead the day-to-day delivery of the Confident Futures service within the designated area.

• Ensure all contractual Customer Service Standards are achieved.

• Monitor starts, engagement, support plans, six-month touchpoints and participant progression.

• Manage team productivity and performance through effective use of management information.

• Implement performance improvement plans where required.

• Ensure Work & Health Coach caseloads remain aligned to contractual requirements.

• Maintain focus on participant experience and quality outcomes.

Leadership & People Management

• Manage, coach and develop Work & Health Coaches and associated delivery staff.

• Conduct regular one-to-one meetings, observations and performance reviews.

• Support induction, probation and onboarding activities.

• Promote a culture of accountability, continuous improvement and innovation.

• Identify learning and development requirements.

• Support succession planning and talent development.

• Create an inclusive and supportive team culture

Quality, Compliance & Governance

• Ensure contractual compliance and adherence to quality standards.

• Complete regular case reviews and quality audits.

• Monitor participant records and support plans for accuracy and completeness.

• Ensure safeguarding concerns are managed appropriately.

• Implement corrective actions arising from audits or quality reviews.

• Maintain operational readiness for internal and external inspections.

Participant Experience & Safeguarding

• Ensure participants receive personalised and accessible support.

• Promote a trauma-informed and strengths-based approach.

• Escalate safeguarding and risk concerns appropriately.

• Ensure vulnerable participants receive effective support and signposting.

• Monitor participant feedback and drive service improvements.

Stakeholder & Partnership Engagement

• Maintain relationships with Jobcentre Plus and Pathways to Work Advisers.

• Support local partnership and community engagement activity.

• Work collaboratively with Health Confidence Coaches, Health System Navigators and external organisations.

• Promote positive partnership working to improve participant outcomes.

Outreach & Operational Support

• Support delivery across office and outreach locations.

• Ensure operational coverage across the contract area.

• Conduct outreach site visits and quality checks.

• Ensure health and safety requirements are met within outreach venues.

Key Contacts & Relationships:

Internal

• Operations Manager

• Work & Health Coaches

• Health Confidence Coaches

• Health System Navigator

• Support Coordinators

• Clinical Assurance Lead

• Quality and Compliance Teams

• Learning & Development Team

External

• DWP

• Pathways to Work Advisers

• Jobcentre Plus

• NHS Services

• Local Authority Services

• VCSE Organisations

• Community Providers

• Training Organisations

• Employers

Qualifications & Experience

Essential

• Experience managing teams within employability, welfare-to-work, health, skills or public services.

• Proven experience of coaching and developing staff.

• Experience of managing performance against contractual targets and service standards.

• Experience of quality assurance and compliance monitoring.

• Strong understanding of safeguarding and supporting vulnerable adults.

• Experience of using management information and data to drive performance.

• Experience managing change and performance improvement activities.

• Excellent communication, coaching and influencing skills.

• Ability to manage multiple priorities within a fast-paced environment.

• Ability to travel across the contract area.

Desirable

• Experience of DWP-funded employability programmes.

• Experience supporting customers with disabilities or long-term health conditions.

• Knowledge of LCWRA participants.

• Experience of outreach and community-based service delivery.

• Knowledge of trauma-informed practice and strengths-based coaching.

Individual Competencies

• Inspirational leadership.
• Strong coaching and mentoring skills.
• Performance-focused.
• Excellent planning and organisational ability.
• Strong analytical and problem-solving skills.
• Data-driven decision making.
• Commitment to customer service excellence.
• Ability to influence and motivate others.
• Effective stakeholder management.
• Resilience and adaptability.
• Commitment to safeguarding and inclusion.
• Continuous improvement mindset.

EEO Statement

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. • We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. • Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Minimum Salary

£

38, 000.00

Maximum Salary

£

38, 000.00