Service Operations Manager

2 weeks ago

Mitcham, United Kingdom DaVita UK Full time
Job Description

About us:

At DaVita UK, we provide dialysis care for over 2,000 patients across 27 clinics across the UK. We’re part of DaVita International who are focused on transforming care and improve quality of life for people receiving dialysis treatment globally. We are an independent nurse-led provider working in partnership with the NHS to deliver the highest level of care in state-of-the-art clinics with the most technologically advanced equipment.


We’re looking for a Services Operations Manager to join our Field Management Team. In DaVita, we champion a "community first, company second" culture. As the Services Operations Manager, you’ll be integral to promoting this, leading the way, and creating a great place to work for teammates.


As a Services Operations Manager, you’ll provide strategic and tactical leadership to the facilities coordinators, supporting the daily field operations.. You’ll be responsible for the management of the operations, where the scope of the contract is facilities management (and or equipment & consumables), currently, but not limited to London, Midlands and North Wales.

Being a Services Operations Manager is a broad role with lots of different elements. You’ll be responsible for:

  • Coaching and developing your team of Facilities coordinators to help achieve their professional and personal goals
  • Creating a fulfilling work environment through strategic leadership and support to teammates within clinics
  • Driving financial and revenue growth whilst maintaining excellent contract performance and operational goals
  • Managing relationships with external partners such as NHS Trusts, CQC and other regulators.
  • Understanding and analysing metrics impacting service delivery and other key factors
  • Building great relationships with internal stakeholders throughout the business, including Clinical Team & International Team
  • Implementing new processes and projects to drive quality improvements for both patients and teammates, as applicable
  • Ensuring compliance with all relevant regulations, policies & procedures and best practices
  • Manage the contract execution and KPIs reporting and discussions
  • Responsible to ensure events reporting, action plans and learning are completed in a timely manner and are shared with other stakeholders.
  • Manage feedback from the stakeholders; ensure proper documentation, investigation, action and closure of all reported events.
  • Living the DaVita Values and inspiring Leader: Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfilment and Fun


To be successful in this role, you’ll need:

  • Previous established leadership experience within a healthcare provider is essential and experience in an outpatient haemodialysis setting would be highly advantageous
  • Demonstrable experience in planning and managing at strategic and operational level
  • Strong business acumen; able to assess financial implications of decisions and actions
  • Engaging communication skills and a friendly demeanour to successfully connect with a diverse team and patients
  • Analytical thinker with demonstrated ability to perform root cause analysis, prepare and implement action plans, and lead improvement initiatives
  • Lead by example style to encourage a value driven culture that brings the best out of everyone
  • Entrepreneurial attitude and pragmatic approach to problem solving in changing situations in a clinical environment
  • Advanced computer skills and proficiency in MS Excel required; intermediate skills and proficiency in MS Word, Outlook, and PowerPoint required


What can you expect when you join?

  • Competitive salary depending upon experience
  • OTE Bonus
  • Company vehicle
  • Company pension
  • 35 days' paid leave per annum, including bank holidays
  • Commitment to your training and development
  • A "community first, company second" culture based on core values that really matter
  • An exciting, collaborative and driven multinational environment
  • To live our mission: To be the Provider, Partner, and Employer of Choice
  • Dedication, above all, to caring for our patients and teammates

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