Senior Service Delivery Manager

International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. Established 35 years ago, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO’s and governments around the world.

About the role

The Senior Service Delivery Manager has full operational authority, accountability and responsibility for the deliverables of the Prague Service Delivery Platform. You will be required to oversee compliance of all operational duties, quality of service, profitability and efficiency across the platform.

The Senior Service Delivery Manager will be responsible for ensuring the professional development of direct reports as well as working with the Global Director of Service Delivery in ensuring the platform is well equipped to deliver all manner of service delivery to clients.

Key responsibilities

• Act as the senior operational escalation point for all service delivery issues across the platform in line with client requests.
• Maintain visibility on complex cases and provide clear direction as to the frequency of contacts with clients.
• Ensure best practices are adopted across the platform for all aspects of service delivery.
• Provide the Global Service Delivery Director with frequent reports on critical information requirements.
• Ensure individuals' objectives and performance align to departmental objectives.
• Working closely with the HR Business Partner and Service Delivery Director; focus on retention programs to achieve functional employee ratios.
• Keep a robust succession plan for critical roles.
• Responsible for review of personnel development scheme.
• Ensure staff deliver the most effective data entry and case handling approach.
• Monitor inbound activity levels including case actions, emails and phone activity and reallocated resources as required.
• First point of contact for Government Services team for ad-hoc client queries.
• Support tender responses as required.
• Work with Government Services to ensure standard scope of service and operations procedures are adhered to.
• Responsible for continuous improvement of the Service Delivery function in line with Quality Management System, following a Plan-Do-Check-Act methodology.
• Understand and use client feedback to drive improvement and efficiency initiatives with a Customer Centric view.
• Working in conjunction with Quality, Medical & Training teams to identify trends and develop action plan.
• Ensuring feedback is provided to the Service Delivery team.
• Working with the Global Service Delivery Director to lead the end-to-end planning, execution and oversee the delivery of multiple programs, ensuring alignment with company goals and objectives.
• Act as a single point of program management contact for internal and external stakeholders on assigned projects.
• Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical and operational feasibility.
• Responsible for new program implementation, including defining the scope of each project and then ensuring that all projects are delivered on-time, within scope and within budget.
• Foster a culture of continuous improvement by analysing program outcomes, identifying areas for enhancement, and implementing best practices.
• Collaborate with other program managers and stakeholders to ensure alignment and consistency across initiatives.
• To work within, promote and ensure compliance with International SOS’ Workplace Health and Safety and Equal Employment Opportunity policies and practices, and corporate values.

About you

Qualifications :

Languages :

Required Skills and Knowledge :

Benefits

Travel / Rotation Requirements

At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development. We encourage every person to be their personal best by creating an environment of inclusion, equality and support.

International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2024.