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Service Delivery Manager in Hounslow at Atos

Date Posted: 11/30/2018

Job Snapshot

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Job Description

Independent Assessment Services delivered by Atos is an independent assessment provider assessing Personal Independence Payment (PIP) cases on behalf of the Department for Work and Pensions (DWP).  Our job is to help DWP understand how a person’s health condition or disability affects their daily lives.

Our team of trained Health Professionals includes registered nurses (both general and mental health specialists), physiotherapists, occupational therapists and paramedics.  All our team are experienced practitioners and trained as disability analysts.

We deliver PIP assessments in: Scotland, North East and North West of England as well as London and Southern England.

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Service Delivery Manager

This is GCM 4 role based in Twickenham & Hounslow.

The Service Delivery Manager (SDM) is responsible for the performance & achievement of SLA’s within a specific area, providing leadership to a team of Health Practitioners (HP’s) and non-clinical employees, driving compliance, consistency and quality whilst striving for the best possible customer experience.

The SDM will work collaboratively alongside a Clinical Support Lead (CSL) and will be accountable for maximising efficiencies within the HP community, facilitating a smooth running of the PIP Front Office operation that supports delivery of a service to enable achievement of contractual SLA’s specifically SLA4, CSHU, & SLA1 and customer satisfaction.

The SDM will create a strong performance driven, and claimant focused culture that supports our values in delivering consistent, robust and quality assessments whilst developing and protecting our reputation. Using management information to drive performance, such as average assessments per day, average assessment duration, slot outcomes etc.

It is essential that the SDM has the ability to contribute and challenge within a team / area to improve performance, along with the ability to communicate with peers and senior management.

An effective Service Delivery Manager must demonstrate the following skills/behaviours:

  • Strong Initiative and driven, with a pro-active nature, keen to learn, personable, flexible and not afraid to get stuck into a large amount of detail
  • Highlighting areas of interest, concerns, future requirements, providing feedback to relevant stakeholders where necessary
  • Strong communicator, with skills & experience of leading diverse/disperse teams
  • Professional under pressure
  • Focus on succeeding in a challenging, and ever changing environment.
  • Credible
  • Contribute positively to the organisational culture

The SDM will spend a minimum of 4 days per week on site.

Your main responsibilities will involve:

  • Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.  
  • Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales    
  • Ensuring that medical, administrative, accommodation and IT resource utilisation is maximised to schedule examination appointments to achieve all targets.         
  • Producing and making active use of statistical data and work management reports to effectively manage workloads       
  • Provide performance reports/ data as and when required           
  • Support Service Delivery Teams  in building and maintaining positive customer relationships       
  • Manage multiple teams with a variety of job content and performance targets     

Essential / Minimum Criteria

  • You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.
  • Proven track record in managing service delivery teams in multi-disciplinary IT-enabled business operations.      
  • Experience managing a complex service delivery structure with a proven successful track record in meeting SLA/ KPI requirements.           
  • Customer service experience in a customer facing role   
  • 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.
  • Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
  • Organisation skills: demonstrate the ability to prioritise workload when multitasking in a rational manner both individually and for the team as a whole.          
  • Problem solving skills, analytical, logical thinker
  • 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 
  • Ability to work unsupervised and use initiative   
  • Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change           
  • Flexible and adaptable attitude: willing to undertake other ad hoc duties as required e.g. supporting other teams / cover team leader duties etc
  • Innovative thinking and ability to inspire team members 

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.