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Service Delivery Lead
4 months ago
Service Delivery Lead Hours: 37 hours p/week Monday Friday. Location: Hybrid role - working from home and Support Centre (M26) Salary: Competitive salary (DOE) We offer a competitive package and all the opportunities you need to excel in your role and grow the career that is right for you: Salary (DOE)Annual leave entitlement rising to a maximum of 27 days (plus bank holidays) per annum with serviceAnnual company bonus schemeCar Allowance Life assuranceHealth and wellbeing benefits Access to discounts at hundreds of high-street retailersRecognition for going the extra mile and for loyalty through service As a Service Delivery Lead, your role will include:
Job Purpose:
This is an exciting time for mydentist, as we work towards implementation of our digital transformation, a key part of which includes Contractor ManagementAs an experienced Facilities professional, you will play a pivotal role in developing and embedding governance and driving improvements to our overall cost control This is a fantastic opportunity for someone with relevant knowledge and experience to innovation, and delivery of the Helpdesk function, enthusiasm, drive, and an entrepreneurial character are key characteristics of the suitable applicant. We manage a significant reactive budget across a wide variety of 3rd partiesThe pace and volume of work dictates that they are managed “reactively” either in the moment or firefighting when there is a major issueWe deliver a fantastic service to our estate, but this has the opportunity to be significantly improved and more cost effectiveWe need to be more proactive in this area, which will present real business benefits predominantly on our bottom-line P & LThis will free up the Helpdesk Managers to focus on service delivery allowing quality assurance to be addressed without compromising real time solutionsKey Accountabilities
Proactive contractor management
Support with B2B engagement/ adoption and training along with ongoing administration Source/ onboard new contractors - Focus on where we have poor coverage / poor performersSupporting with tendersQuarterly meetings deep dive on performance and agreeing action plans for improvementsKPI/ SLA reporting/ monitoring and improvement plansHolding monthly reviews with every supplier to review real time performance data Reinforced by the B2B IFS portal - One version of the truth removing anecdotal feedback Developing contractor specific action plans to drive improvements and efficiencies. Contract administration preparing and issuing contracts via DocuSignQuarterly contractor newsletterReactive contractor management
Handle immediate escalations / service concernsRoot cause analysis to identify continual improvementRegulatory support
Compliance monitoring - Documenting and recording spot checks of site-specific risk assessments across the supply chain covering reactive, planned and project worksSafe contractor administrationFinancial
We have spent c£4.2m reactively across Property and Dental over the LTM1% of our total spend itself is a more than realistic target for how this role should be self-funded. If the AOV of our 3 most average expensive Contractors was lowered to the AOV of 3 cheapest contractors, based on volumes over the LTM then this alone presents an opportunity of c£164k As a Service Delivery Lead, you will need: Confidence - You will thrive in an environment where service is key, with a clear understanding of putting the customer first and be absolutely dedicated to ensuring customer satisfactionOutstanding organisational skills, attention to detail and a high commercial acumen An excellent communicator and persuasive character who can build positive relationships at various levels both internally and externally.Good communication skills to be able to present a case briefly and logicallyInfluencing and negotiating skills to motivate colleagues to work towards a common goalPotential to stimulate and manage change whilst driving innovation A driving licence As part of {my}dentist, you’ll be joining the UK’s leading provider of dentistry, which supports more than 4 million patients each year to get access to the care they need. #J-18808-Ljbffr