{"id":3680823,"url":"https://alion.io/job/serco-service-delivery-manager-2","title":"Service Delivery Manager","company":{"id":1779743,"name":"Serco","domain":"serco.com","url":"https://alion.io/company/serco-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":25,"ghost_share":0,"stale_share":0.04,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Luton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":39000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":52319},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-09-17T00:00:00Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-11-03T18:39:08Z","board_verified":false,"closed_at":"2026-11-03T18:39:08Z","days_open":47,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":47},"description":"Job title: Service Delivery Manager - WCA\nBand: 4\nContract: Perm\nSalary: £39,000\nLocation: Luton\nHere at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).\nOur 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.\nKey purpose\nThe Service Delivery Manager (SDM) is a leadership role within operations who leads a team of functional assessors and site coordinators. The SDM is the single point of accountability for delivery of volume, quality and customer service within their team.\nThey will work collaboratively with the Regional Quality & Performance Manager, Area Quality Assurance Leads and support services facilitating a smooth running of the assessment operation that supports delivery of a quality service for customers and staff by using management information to drive performance in line with individual objectives \nThe role is responsible for leadership & oversight of operations, assessments, admin, customer services, facilities, and health & safety.\nReason for the role\nThe Clinical Operational Services requires an impressive performance driven, and customer 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.\nStructure and reporting relationship \nThe Service Delivery Manager will report directly into the Regional Quality & Performance Manager within Clinical Operations\nThe SDM will have line management responsibility of the Functional Assessors, Clinical Standards Leads and an administrative team of Site Coordinators.\nKey accountabilities\nEnsure that the volumes, quality, and applicable service levels are delivered to agreed target levels.\nDeliver team objectives and performance against targets through robust performance management methods.\nFacilitate communications which support delivery.\nMonitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery.\nWork with Regional Manager to drive continuous improvement and disseminate though team.\nInvestigate and resolve customer complaints and escalate serious complaints as required.\nCommunicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Clinical Standards Lead(s) if required).\nEnsure Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets.\nEnsure Clinical Standards Lead(s) follow appropriate processes to escalate clinical questions and communicate resolution.\nSupport the continuous professional development of staff and encourage shared learning.\nResponsible for effectively and proactively managing absences to minimise ad hoc and ongoing absence.\nOther ad hoc duties as required.\nEssential technical and professional skills, knowledge, and qualifications \nExperience leading and developing teams.\nExperience of delivering challenging performance targets.\nHealth Assessment experience helpful but not essential.\nAbility to engage and support remote teams.\nWhat we offer\nUp to 6% contributory pension scheme\nLife insurance\n25 days annual leave plus bank holidays. Options for annual leave purchase\nA 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.\nA fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.\nCompany discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.\nInteresting and enjoyable work.\nCommitted to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.\nOur inclusive recruitment commitment:\nWe 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.\nGuaranteed 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.\n\nBan 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).\nFor support with your application, please contact ","description_format":"text","description_chars":5065,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Hybrid work","Life insurance","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Facilities Management","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-03T13:05:30Z"},{"event":"close","at":"2026-11-03T18:39:08Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":52319,"is_top_pay":false},"html_url":"https://alion.io/job/serco-service-delivery-manager-2","json_url":"https://alion.io/job/serco-service-delivery-manager-2.json","meta":{"generated_at":"2026-11-10T06:48:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15813,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1779743},"rest":"https://alion.io/mcp/rest/get_company?id=1779743"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserco-service-delivery-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserco-service-delivery-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserco-service-delivery-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serco-service-delivery-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserco-service-delivery-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3680823}},{"tool":"search_jobs","arguments":{"company":"serco.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3680823},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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