Service Delivery Director

Indianapolis, IN, United States

Description & Requirements

Introduction

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Role Summary

Restart is the single largest employment programme ever contracted out by UK Government. Reporting to the Chief Operating Officer, the Service Delivery Director is responsible for leading high performing direct delivery operations and working collaboratively with the Department for Work and Pensions.

Specifically, the Service Delivery Director will be directly accountable for Maximus' own direct delivery percentage of the contract - circa 50% of the overall contract value (est. £20-25m per annum). In addition to the revenue generating performance required, the role will also be accountable for the adherence to all Customer Services Standards, exceeding customer satisfaction measures and delivery of social value commitments.

Whilst supported by a team of internal resources, the Service Delivery Director will be solely accountable for the direct performance management of all Maximus direct delivery operations, its teams and all directly delivery personnel employed to deliver the contracted service (est. 300 FTE on average)

The Service Delivery Director will also be responsible for driving a continuous improvement strategy across and throughout Maximus operations to ensure year on year performance improvement and effective collaboration both within the CPA and externally with other providers.

Supporting/coaching under-performing sites/teams to improve any aspect of under-performance v expectation. Utilising performance management and capability processes to manage out any sustained poor performance.

Working with Maximus central service teams to ensure appropriate support and integration is in place to support successful delivery (eg; Support Centre, Business Improvement Team, Quality, Digital, BI etc)

As well as collaborating across Maximus direct delivery and CPA-wide service delivery, be a leading service delivery collaborator across the Restart programme with operational leads in other Restart CPAs

Act as a key player in the Restart leadership team in continually reviewing and improving Maximus' Restart strategy.

Act as a leading operations specialist within the wider Maximus operations community to support wider UK business strategy with sector-leading operations practices

Essential Duties & Responsibilities

1. Achievement of minimum performance levels (generating required contract revenue) through a regular and transparent performance management regime

2. Adherence to Customer Service Standard (avoiding contractual financial penalties)

3. Ensuring service quality is to required standards, including customer satisfaction

4. Integration and enhancement of the CPA employer engagement strategy

5. Integration and enhancement of the CPA community partnership strategy

6. Delivery of all social value contracted commitments (eg; inclusive recruitment targets, training & development metrics, volunteering days, etc)

7. Development of a positive and engaging culture across all Maximus delivery operations, including delivery of workforce training & development commitments and employee health & wellbeing

8. Fostering and nurturing a collaborative approach to working together sharing good practice and a ensuring a drive for continuous improvement across all aspects of performance

Whilst the contract of employment will be home based, the successful candidate will need to be located in London or prepared to be in site locations or be working in the region 2-3 days a week.

Closing date/time: 28/06/2024 - 5pm

Qualifications & Experience

• 5+ years senior direct operational experience in a large or multi-contract service environment in the Welfare to Work sector

• Proven track record of successful operations management

• Demonstrable experience of positively engaging with key stakeholders at senior level

• Strong strategic and operational problem solving skills

• Experience of driving continuous improvement strategies to successful completion

• Educated to degree level or equivalent

• Preferably qualified in continuous improvement strategies

• Ability to travel freely and extensively across the CPA and beyond, as required

Individual Competencies

• Outstanding performance-focus

• Demonstrable leadership qualities

• Highly effective communicator - verbal, written and visual

• Strong conflict manager

• Experienced problem-solver

• Good analytical capabilities

• Progressive in outlook

• IT literate

Key Contacts & Relationships:

Internal

• Regular senior contacts within ESD division, directly to Programme Director level

• Key player in the Restart contract leadership team

• Key influencer and contributor in the Maximus operations community on associated policy and strategy

• Regular dialogue with central service Department heads

External

• Direct contact with senior members of DWP Performance Team community

• Direct contact with senior operations leads with other DWP providers

• Direct contact with leading sector/industry professionals

• Direct contact with key CPA stakeholders as required (eg; LEPs, Local Authorities, employers, etc)

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

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