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Service Delivery Manager NW1 2BU 36,000.00

Service Delivery Manager

Location: NW1 2BU |
Salary: 36,000.00 |
Posted: 23 May 2022 |
Closes: 20 Jun 2022 |
Job Type: Full Time and Permanent |
Business Unit: UK Patient Transport Services |
Region / Division: UK & Ireland |
Reference: 11556

Role Responsibility:

Service Delivery Manager

Location: UCLH

Salary £36,000 - £38,000 per annum (Based on experience)

Hours: Full Time - 40 Hours per week (Monday - Friday) 


G4S Healthcare Services are looking to employ a Service Delivery Manager. This is an exciting opportunity for the right person to join and work alongside other members of the leadership team and controllers to support the UCLH Operation in maintaining high standards of Service Delivery and efficiency and to achieve contractual KPIs.

The Service Delivery Manager has responsibility for the efficiency and effectiveness of operations to ensure the daily achievement of contractual obligations across allocated Points of Care (PoC). The role is also responsible for the daily management of the operational staff, resources and infrastructure allocated to their points of care.


What’s Involved


  • Attend all key meetings within allocated PoC, including daily bed meetings as required 

  • Develop a working relationship with allocated PoC to anticipate surge requirements and effectively manage their impact against allocated resources 

  • Act as a Single Point of Contact for PoC to allow escalation of concerns, queries or issues during core working hours 

  • Investigate and resolve complaints and incidents, as allocated by the regional operations director 

  • Build a strong working relationship with all key stakeholders to ensure effective communication and service delivery 

  • Liaise with key stakeholders to resolve issues arising on a day-to-day basis, in line with company policies and procedures 

  • Support management on-call rota system for out of hours, as directed by the Area Manager 

  • Attend daily telephone conferences with control to ensure appropriate resources are allocated to support anticipated journey requirements 

  • Ensure all operating practices and procedures are adhered to so that a safe and secure working environment is provided for employees and patients. 

  • Ensure that services are managed within allocated budget and to service level agreement 

  • Manage and maintain staff rotas for nominated depot(s) 

  • Ensure all allocated resources are being used effectively and efficiently at all times 

  • Ensure quality and delivery of services are compliant with G4S Policies and Procedures 

  • Maintain daily, weekly and monthly G4S required compliance inspection and reporting regimes 

  • Communicate key messages effectively to staff 

  • Review and confirm employee timesheets prior to monthly payroll 

  • Ensure appropriate action is taken relating to disciplinary and grievance issues and that procedures are carried out in line with G4S policies 

  • Ensure that all employees receive an annual appraisal in line with G4S employment development reviews (EDR) Policy 

  • Through regular reviews listen to your staffs views on services improvements and opportunities 

  • Ensure service is delivered in line with CQC standards and support internal & external audit requirements accordingly 

  • Ensure all employees are aware and work in line with safeguarding requirements and deal with any safeguarding referral as applicable. 

  • Ensure all matters relating to Health & Safety are adhered to ensure yourself and staff are up to date on all H&S practice/training 

  • Ensure staff maintain all mandatory training requirements.

  • Ensure recruitment, training and management of staff is in line with G4S HR Policies and procedures 

  • Ensure the safe and dignified transport of all patients in-line with contractual obligations 

  • Meet or exceed contract Key Performance Indicators 

  • Ensure compliance with NHS, CQC and G4S policies and procedures 

  • Ensure available resources are fully utilised, including reducing vehicle downtime 

  • Deal with all employee issues in a timely manner e.g. disciplinary, grievance, performance management 

  • Reduce sickness absence, priority on short term absence 

  • Develop an effective working partnership with all key stakeholders within allocated Points of Care 

  • Effectively handle and resolve all local stakeholder queries, comments and complaints

The Ideal Candidate:



  • A good level of general education

  • Experience in leading teams

  • Good organisational, interpersonal & leadership skills

  • Excellent communicative skills

  • Ability to remain calm and professional at all times with a flexible approach

  • Client facing experience

  • Able to create, analyse and interpret data, IT literate: MS Office etc




  • Previous experience within PTS (operational/control) 

  • Knowledge and experience of HR procedures

  • Experience of working within the NHS (as a direct employee or supplier) 

  • Experience with working within CQC standards

Covid vaccinations are preferred


  • Hospital Saturday Fund (HSF) Health Plan

  • Charity work- Match-IT and Payroll Giving

  • Employee Care Scheme (Best Doctors and First Assist Counseling Services)

  • Refer A Friend Scheme

  • Love to Shop Campaigns




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