Head of Service Delivery

Job title: Head of Service Delivery  

Band: 3

Location: Homebased

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. 

What is HAAS?
Serco delivers unbiased, comprehensive health assessments on behalf of the Department for Work and Pensions (DWP) through the Health Assessment Advisory Service (HAAS), helping determine benefit eligibility for people who may need support. We provide Work Capability Assessments (WCA), Specialist Benefits and Personal Independence Payment (PIP) assessments in the South-West region, with care, consistency and professionalism.

Key purpose

The role is accountable for the quality, consistency and delivery of all functional assessments and assessment related activities to maximise the contribution to the delivery of the contract in a manner that:

• Is sustainable throughout the life of the existing contract (including contract extensions where applicable) – i.e. does not risk the longer-term benefits for the sake of short-term (e.g. monthly) achievement


• Supports the delivery of the business benefits anticipated by both Serco and the customer.


• Promotes excellence and quality in all staff and processes


• Is supportive of the contractual obligations i.e. a requirement that business units work together sharing best practice to ensure that the priority is delivery a quality service


• Promotes joint working and maximises the local relationships with internal & external stakeholders through the established engagement structure.


• Is seen by the customer as competent, open, reliable, and fair

Reason for role

This essential role will continuously improve the delivery of our services to the most vulnerable in society as part of HAAS (Health Assessment Advisory Services), delivering disability assessment services on behalf of the Department for Work and Pensions. In doing so there is significant social value in discharging the functions of this role to a high standard as you will materially impact the lives of thousands of citizens.

Structure and reporting

The role will report to the Head of Clinical Operational Services. This is a remote role; however you will be expected to travel across the Lot working within the assessment centre environment and our Bristol and Solihull offices, as required. The role requires attendance at monthly performance meetings, there is also a requirement to represent your business area at operational meetings at various locations throughout the Lot. You will be required to undergo and successfully gain a BPSS security clearance check to undertake this position

Key accountabilities

Embedding of Clinical Governance Framework

Ensure that the Clinical Governance Framework is embedded in all clinical support activities

Delivery of People Strategy and other people related activities

Embed the People Strategy. Ensure that all people management activities are executed according to best practice.

Delivery against the service targets

Ensure that all agreed performance targets and target performance levels are met to deliver contractual commitments to DWP (Department for Work and Pensions) with a focus on all quality TPL’s.

Maximising Revenue and Margin

Within this contract, revenue and margin are affected by several factors, and the Head of Clinical Delivery has the responsibility to balance them to sustainably maximise revenue and margin.

Manage Clinical Delivery Management team

You must adopt an active leadership role, become a visible leader, driving change, and promoting innovation. An opportunity to build, mentor and develop a talented team to support the progression of your Lot operation.

Continuous Improvement

Lead, in partnership with Head of Transformation to identify opportunities to improve (people, process delivery). Champion change and ensure that all change is embedded across all teams.

Attend and contribute to the Clinical Delivery Leadership Team Meetings

These meetings will be used amongst other things to address any escalations; review and assess service delivery with a view to improving where possible, share best practice and review resourcing.

Introducing New Services and Changes

The DWP will request additional services and/or changes to services throughout the life of this contract. The Head Clinical Delivery has the responsibility to ensure that their Lot is fully and appropriately engaged with all projects that result from such change requests.

The Head Clinical Delivery of is also responsible for:

• Empowering Regional Quality & Performance Managers to oversee their own individual operations. Working with them to develop specific plans to maximise quality of assessments, performance, productivity.


• Accountability for the performance of the Lot, driving compliance with all company policies and regulatory requirements; whilst striving to achieve the best possible customer experience and quality


• Producing and making active use of statistical data and work management reports to effectively manage assessment centre workloads. Provide performance reports/ data as and when required


• Support Team and wider Account in building and maintaining positive customer relationships


• Champion Serco as a great place to work through supporting and motivating your team to be the best they can be. Ensuring the correct amount of resource is deployed in the correct areas to ensure achievement of agreed business targets.

Essential technical and professional skills

You will be required to undergo and successfully gain a BPSS security clearance check to undertake this position.

• Experience of managing a function/region within service delivery level or equivalent


• A proven track-record of running geographically dispersed multi-disciplinary teams.


• Experience managing a complex service delivery structure with a proven successful record of accomplishment in meeting KPI requirements.


• Well-developed influencing and communication skills; able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.


• Evidence-based Risk Management: Ability to anticipate, prioritise, and prepare for risks in order a) to minimise the likelihood of them becoming issues, and b) to have plans in place to mitigate the impact of issues that do occur


• Evidence-based Decision Making.


• Motivation: Ability to motivate staff and to maintain that motivation


• Coaching: Ability to coach individuals so that they can contribute more and develop their careers.


• Customer service experience


• IT literate, competent MS Office, Word, and Excel skills


• Fluent English language skills, able to communicate with stakeholders on a day-to-day basis via telephone, email, and face to face in a clear, caring, courteous and professional manner.


• Problem solving skills, analytical, logical thinker


• Effective change manager: ability to manage change positively, effectively, and efficiently to achieve best outcomes


• Positive attitude, personal drive to achieve and exceed targets and support others in Achieving targets


• Flexible and adaptable attitude: willing to undertake other ad hoc duties as requested by line manager and/or wider Leadership team


• Innovative thinking and ability to inspire team

Additional features of the role

Desirable criteria include:

• Previous experience in managing a diverse workforce


• Previous experience in remote management

What we offer

• Up to 6% contributory pension scheme


• Up to 10% annual bonus


• Company car


• Life insurance


• 25 days annual leave plus bank holidays. Options for annual leave purchase


• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.


• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.


• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.


• Interesting and enjoyable work.


• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco
At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact [email protected]

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