Service Delivery Manager

Specific Accountabilities:

Service Performance & Contract Delivery

• Lead the day-to-day delivery of the Confident Futures service within the designated area.

• Ensure all contractual Customer Service Standards are achieved.

• Monitor starts, engagement, support plans, six-month touchpoints and participant progression.

• Manage team productivity and performance through effective use of management information.

• Implement performance improvement plans where required.

• Ensure Work & Health Coach caseloads remain aligned to contractual requirements.

• Maintain focus on participant experience and quality outcomes.

Leadership & People Management

• Manage, coach and develop Work & Health Coaches and associated delivery staff.

• Conduct regular one-to-one meetings, observations and performance reviews.

• Support induction, probation and onboarding activities.

• Promote a culture of accountability, continuous improvement and innovation.

• Identify learning and development requirements.

• Support succession planning and talent development.

• Create an inclusive and supportive team culture

Quality, Compliance & Governance

• Ensure contractual compliance and adherence to quality standards.

• Complete regular case reviews and quality audits.

• Monitor participant records and support plans for accuracy and completeness.

• Ensure safeguarding concerns are managed appropriately.

• Implement corrective actions arising from audits or quality reviews.

• Maintain operational readiness for internal and external inspections.

Participant Experience & Safeguarding

• Ensure participants receive personalised and accessible support.

• Promote a trauma-informed and strengths-based approach.

• Escalate safeguarding and risk concerns appropriately.

• Ensure vulnerable participants receive effective support and signposting.

• Monitor participant feedback and drive service improvements.

Stakeholder & Partnership Engagement

• Maintain relationships with Jobcentre Plus and Pathways to Work Advisers.

• Support local partnership and community engagement activity.

• Work collaboratively with Health Confidence Coaches, Health System Navigators and external organisations.

• Promote positive partnership working to improve participant outcomes.

Outreach & Operational Support

• Support delivery across office and outreach locations.

• Ensure operational coverage across the contract area.

• Conduct outreach site visits and quality checks.

• Ensure health and safety requirements are met within outreach venues.

Key Contacts & Relationships:

Internal

• Operations Manager

• Work & Health Coaches

• Health Confidence Coaches

• Health System Navigator

• Support Coordinators

• Clinical Assurance Lead

• Quality and Compliance Teams

• Learning & Development Team

External

• DWP

• Pathways to Work Advisers

• Jobcentre Plus

• NHS Services

• Local Author...