Service Delivery Manager

Spark UK Medical Limited

Part of Integras Group

Job Description

Service Delivery Manager

Role overview

Job title Service Delivery Manager

Organisation Spark UK Medical Limited / Mersey Medical Services (part of Integras Group)

Reports to Operations Manager at the relevant site

Responsible for Operational crews and Make Ready staff on shift

Location Allocated Spark UK / Mersey Medical Services site, with travel to client sites and other hubs as required

Monday to Friday 9am to 5pm 

Job purpose

The Service Delivery Manager runs day-to-day operational delivery on shift, making sure every service starts on time, is safely resourced and meets contract and regulatory standards.

The postholder is the senior operational lead on duty. They manage crews, allocate and deploy resources, lead the RADAR audit schedule and keep fleet and Make Ready running. They are the first point of contact for clients and staff during their shift.

The role suits a hands-on leader with clinical and technical knowledge, sound judgement under pressure and a positive, solution-focused approach to clients and colleagues.

Key responsibilities

Crew management and deployment

• Lead and manage operational crews on shift, including briefings, welfare checks and performance conversations.

• Allocate and deploy vehicles and staff to meet contract demand, adjusting in real time for sickness, delays and surges.

• Make sure every crew has the right skill mix, equipment and vehicle for the work assigned.

• Escalate resourcing gaps and service risks to the Operations Manager promptly, with options to resolve them.

Auditing and governance (RADAR)

• Deliver the site audit schedule in line with RADAR, covering vehicle, staff and operational checks.

• Record audit findings, incidents and near misses on RADAR accurately and on time.

• Follow up actions from audits and incidents and confirm they are closed.

• Support CQC compliance and ISO-certified management systems through day-to-day practice and evidence.

Site visits and client liaison

• Carry out planned and ad hoc site visits to audit service standards and support crews in the field.

• Act as the on-shift point of contact for clients, handling queries, concerns and service changes professionally.

• Build positive working relationships with clients and feed their feedback into service improvement.

Clinical and operational support

• Carry out patient assessments and support crews clinically, within the limits of your own registration and scope of practice.

• Complete and review dynamic and written risk assessments for services, sites and tasks.

• Step into service delivery when needed to keep services running safely.

• Help develop existing and new service lines, contributing operational insight to planning and mobilisation.

Make Ready

• Manage and deploy the Make Ready team so vehicles are cleaned, restocked and ready on time.

• Check that infection prevention and control, stock and equipment standards are met.

Fleet

• Manage fleet systems on shift, including vehicle checks, defect reporting and vehicle availability.

• Liaise with the fleet management team to arrange timely repairs and keep planned maintenance on schedule.

• Minimise vehicle downtime and its impact on service delivery.

Key competencies and behaviours

• Flexibility – adapts quickly to changing demand, staffing and client needs.

• Problem solving – finds practical, safe solutions and acts on them without waiting to be told.

• Clinical and technical know-how – applies clinical judgement and operational knowledge to keep patients and staff safe.

• Dynamic leadership – leads from the front, sets clear expectations and supports crews to perform well.

• Positive relationships – creates a positive experience for clients and staff, handling difficult conversations with professionalism.

• Accountability – owns the shift's outcomes, records accurately and follows through on actions.

General terms

• Comply with all Spark UK / Mersey Medical Services and Integras Group policies, including health and safety, safeguarding, information governance and infection prevention and control.

• Maintain your professional registration and mandatory training, and take part in supervision and appraisal.

• Uphold the organisation's values and promote equality, diversity and inclusion.

• This job description is not exhaustive. You may be asked to carry out other reasonable duties in line with the grade and purpose of the role. It will be reviewed with the postholder as the service develops