Service Delivery Manager (SDM) – Rail & Transport Division

Optima Health
Birmingham, Sheffield or Manchester
28 May 2019
25 Jun 2019
Contract Type
Full Time


Permanent Position

Full Time: 40 hours

Salary – Substantial package depending on qualifications & experience

Location – Primary locations are Birmingham, Sheffield or Manchester but with regular UK wide travel to various client and company sites

To continue supporting healthy high performance in our client organisations, we’re growing and investing in our Rail Division team and as an expanding company we are going places. We are currently looking for an experienced Service Delivery Manager to join our team. This role is UK wide with regular travel. You will manage the client relationship and service delivery for a cluster of customers. The role is also responsible for managing and maximising the P & L  performance for your accounts

As a service Delivery Manager you will be responsible for:

  • Manage a team of Practice Managers
  • Work out of hours when necessary to support incident management and business continuity procedures
  • Maximise revenue opportunities by identifying client needs and developing and presenting profitable commercial proposals which yield revenue growth
  • Ensure contracted services are delivered
  • Represent Optima Health effectively at all levels within client organisations as required
  • Manage contractual issues and changes working with closely with colleagues, while ensuring robust change control processes are followed
  • Control and manage risks to contract performance and customer satisfaction
  • Provide line management for internal contract administration teams
  • Maintain strong stakeholder relationships with defined stakeholders in the client organisations and lead the activity to secure contract renewals and extensions
  • Own the resolution of contract commercial, contract delivery or quality issues
  • Work constructively with Operations teams to ensure the contracts receive the required level of support and that operational objectives are met

Candidate Requirements

Essential Criteria

  • Excellent interpersonal skills, with the ability to engage credibly and with gravitas at all levels within client organisations
  • Creativity and analytical skills, with ability to work with stakeholders to create solutions to meet client needs
  • Demonstrable influencing skills, able to adapt style as required to persuade and gain the support of stakeholders
  • provide a leadership role model to junior mangers
  • Able to identify root causes for client need / delivery issue
  • Able to communicate effectively using appropriate methods of communication
  • Ability to maintain and develop strong, trust based working relationships
  • Successful track record of working effectively in a client facing environment
  • Good facilitation and presentation skills
  • Ability to think logically and construct sound, persuasive arguments
  • Resilience and ability to deal with setbacks constructively and work to resolution of issues
  • Able to demonstrate a clear attention to detail, ensuring that all documentation / reports are accurate, meaningful, easily understood and fit for the purpose
  • Willingness to work out of hours if needed
  •  Willingness to travel as required by the business


Desirable Criteria

  • Graduate level education or equivalent
  • Experience of a similar role within OH, healthcare or related field  
  • Experience of working in the Rail/Police sectors