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Service Delivery Lead

4 months ago

Manchester, United Kingdom mydentist Full time


Service Delivery Lead - 12 month FTC

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 service
  • Annual company bonus scheme
  • Car Allowance
  • Life assurance
  • Health and wellbeing benefits
  • Access to discounts at hundreds of high-street retailers
  • Recognition 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 Management
  • As 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 parties
  • The pace and volume of work dictates that they are managed “reactively” either in the moment or firefighting when there is a major issue
  • We deliver a fantastic service to our estate, but this has the opportunity to be significantly improved and more cost effective
  • We need to be more proactive in this area, which will present real business benefits predominantly on our bottom-line P & L
  • This will free up the Helpdesk Managers to focus on service delivery allowing quality assurance to be addressed without compromising real time solutions

Key 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 performers
  • Supporting with tenders
  • Quarterly meetings deep dive on performance and agreeing action plans for improvements
  • KPI/ SLA reporting/ monitoring and improvement plans
  • Holding 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 DocuSign
  • Quarterly contractor newsletter

Reactive contractor management

  • Handle immediate escalations / service concerns
  • Root cause analysis to identify continual improvement

Regulatory support

  • Compliance monitoring - Documenting and recording spot checks of site-specific risk assessments across the supply chain covering reactive, planned and project works
  • Safe contractor administration

Financial

  • We have spent c£4.2m reactively across Property and Dental over the LTM
  • 1% 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 satisfaction
  • Outstanding 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 logically
  • Influencing and negotiating skills to motivate colleagues to work towards a common goal
  • Potential 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.