Service Delivery Manager

Full Job Description

SYNLAB Laboratory Services is part of SYNLAB UK & Ireland, who provide laboratory diagnostic and training services to a diverse range of sectors including healthcare and wellness, sport, travel, corporates and insurers, logistics and family law.

Our site in Abergavenny has 2 in-house laboratories, offering a wide range of pathology tests including occupational health and wellness tests, as well as workplace drug and alcohol testing. In addition to our laboratories providing UKAS accredited ISO/IEC 17025 and ISO 15189 testing, we are one of only a few providers offering an end-to-end in-house collection and laboratory service.

We have a new and exciting opportunity for a Service Delivery Manager to join our growing organisation at SYNLAB Laboratory Services. Leading a team of Duty Managers, you will ensure the service delivery of the 24/7, 365 day client booking service.

The Role:

• Requires you to take responsibility for the overall direction Service Delivery, ensuring that best behaviours are fully embedded, conducting regular appraisals and providing clear objectives, while delivering initiatives to improve service quality across the Team.
• You will also promote effective collaboration between internal and external departments. Ensuring work is delivered within company target dates, achieve key savings and efficient improvements are made.
• Ensure that necessary training for staff is in place and managed.

To be successful:

• You will be an excellent planner and problem solver, ideally with relevant management experience. You will lead a team of Duty Managers spread over a large geographical area focused on providing a 24/7 365 day customer-centric booking service while controlling costs to achieve budget.
• Close liaison with wider teams within the SYNLAB Laboratory Services such as Client Support and Collections is critical to the success of the team.
• Maintaining customer relationships and improving response and delivery times.
• Resolving any service problems and customer complaints.
• Maintain responsibility for performing all duties in compliance with UKAS regulations.

What you will need:

• Degree level qualification or equivalent in management discipline, or appropriate experience (not less than 5 years’ operating at this level).
• Suitable experience and/or process knowledge within a manufacturing which has had a strong client focus.
• Performance Management skills.
• Strong leadership, interpersonal, communication, team working and motivational skills
• Experience in managing a field-based work force.
• Ability to communicate effectively, negotiate and network through highly developed written, oral and presentation skills.
• Good sound knowledge of, and approach to, health, safety and wellbeing.
• Strong verbal reasoning and computer literacy to a decent standard in word, excel and general standard in Microsoft Office packages.

About Us

SYNLAB UK & Ireland work closely with clinicians, hospitals, occupational health providers and clinical researchers to provide a complete pathology offering.

We operate in increasingly diverse environments which is reflected in our workforce, clients, customers, suppliers, communities and partners. We believe an inclusive workplace culture is the best way to source, attract and retain diverse and talented people, and create a sustainable, high-performing workforce.

We believe our staff is vital to the principle of making a positive difference to healthcare, therefore, we promote a culture of continuous personal development where scientists and staff have the support and resources to acquire new skills and build their careers through learning and development opportunities, coaching and clear career pathways.

We promote an open and collaborative culture where leaders act as role models and facilitate a two-way communication, engage with staff and stakeholders transparently and actively encourage feedback and suggestions.

Please note that we reserve the right to close any adverts once we have received a sufficient number of applications. If you decide to apply for this post but do not hear back from us within two weeks of your application, please assume that you have not been short-listed on this occasion.

SYNLAB UK & Ireland is a committed equal opportunities employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable UK employment law.