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Service Delivery Manager


Salary: On Application


Team Prevent UK is the UK division of Europe’s Leading Occupational Health Provider. Being ranked as the fastest growing OH provider in the UK means that we are constantly look for great people to join our team and grow their careers with us! We’re passionate about the delivery of first class pro-active and progressive Occupational Health and have a proven track record in transforming services for our clients. Our client portfolio is extensive and includes a number of global blue-chip organisations. 

Location: South

Salary: Competitive and dependent on experience

Hours: Monday to Friday, 37.5 per week


  • 33 days holiday rising with service
  • Workplace Pension
  • Birthday Holiday
  • Employee of the Month Cash Awards
  • Health Care Cash Plan
  • Training and Development


The Role:

To support and contribute to the profitable development of the Team Prevent business. Responsible for building and developing long-term business relationships with clients across a designated territory/customer group. Contributing to the innovative and progressive development of the Employee Health and Well Being service and achieving a model that is fit for purpose, output focused, able to demonstrate a return on investment, whilst identifying additional revenue generating activity.

Key Tasks & Responsibilities

Operational Management:

  • Responsibility for taking the lead on the overall service delivery on designated contracts within the designated territory/customer group and maintaining an awareness of any issues on all contracts. Attending all contract review meetings where these are included as part of the contract and ensuring compliance with the meeting structure and objectives. Liaising with key stakeholders within Team Prevent and in the client company to ensure that any actions arising from the meetings are taken by the appropriate individuals.
  • Responsible for ensuring the KPIs and productivity targets outlined in the client contract are met and all clinical services are delivered in line with the tender specification, contractual SLA and Team Prevent policies.
  • Ensuring that the day-to-day OH service delivery is running smoothly and is being managed effectively and liaising with Clinical or Operational colleagues where necessary. Overseeing the management of contracts to ensure that all team members deliver highly pro-active OH/Employee Health and Well Being service based on prevention, early intervention, good quality assessments of fitness for work, training and education and encouraging employees to take responsibility for their own health and well being.
  • Ensuring that all members of the team are clear about the expectations of their role and these expectations are managed in a robust and supportive manner. Ensuring that members of the team are aware of and understand the SLA and KPIs relating to the contracts they work on and taking appropriate action to address any non-conformance.
  • Working collaboratively with the Clinical Performance Manager, take responsibility for monitoring the diary capacity and managing annual leave requests to ensure that there is full cover at all times, taking into consideration peak work periods. Taking responsibility for identifying recruitment needs pro-actively and seeking to cover diaries with local solutions wherever possible, or working collaboratively and proactively with the recruitment team to source cover. Responsible for preparing the induction and onboarding of new staff in the area where necessary.
  • Ensuring that all complaints are thoroughly and objectively investigated in accordance with the complaints policy and compile an appropriate response following the investigation. Responsible for keeping the complaints log updated and for keeping the Director of Service Delivery appraised of high-risk complaints or issues.
  • Escalating any high-risk complaints or issues to the Directors in the absence of the Director of Service Delivery. Responsible for undertaking any subsequent corrective action and working with key stakeholders where appropriate.
  • Supporting contract implementation where required, ensuring that a comprehensive client overview or Standard Operating Procedure is produced to summarise the scope of the contract, client requirements in relation to the contract, job roles, shift patterns and any other relevant information (such as adjustments that the client is able to accommodate) that will assist the clinical team in providing first class standards of service to each client.
  • To assist in the preparation of tenders where required and attend tender presentations when necessary.
  • To liaise closely with Company BI and Data Analyst to ensure that Client Management Information Reports are distributed in a timely manner to all clients on a monthly basis.
  • Liaise with the Company BI and Data Analyst to resolve any MI related queries from clients including requests for additional information and investigation into any low KPI performance.
  • Overseeing the operating rhythm of direct reports to ensure workload is being managed effectively and in a logical manner, recognising a degree of flexibility will inevitably be required.
  • Working collaboratively with your peers across the business ensuring good communication and a consistent approach to high quality service delivery, ensuring any requests for information from clients or colleagues within the business are responded to in full and in a timely manner.
  • Ensuring that robust processes are in place to provide all new clinicians or operational team members assigned to the contract, with a comprehensive understanding of the contractual commitment and client need. Providing regular refresher training or updates where appropriate.

Strategic Development:

  • Responsible for building positive relationships with key client stakeholders, maintaining good communications, making recommendations for service improvements and innovations where appropriate and identifying opportunities for generating additional sales and revenue.
  • By using agreed customer feedback mechanisms, collect, listen to and act on feedback to the benefit of the client and Team Prevent.
  • Required to report on key contract and performance measures as set by Director of Service Delivery. These will include, but not limited to; Clinical audit program, health surveillance compliance, KPI/ SLA performance, client satisfaction, staff productivity/ recruitment/ retention and up-sell opportunities.
  • Support in the provision of training for HR/ Line Managers on OH/ Employee Health and Well Being related topics where required.
  • Take the lead on liaising with the client and key stakeholders within the business to ensure a proactive approach is applied to health surveillance and the establishment management of the risk matrix. Working with the client to identify risks and the associated surveillance or fitness for work assessments required. Ensuring that the client is kept updated on their legal compliance.
  • To set, develop and maintain standards in line with SEQOHS and ISO9001 accreditations.
  • Attend meetings and wider regional or national groups/ forums as required.

Governance, Quality and Safety:

  • Dotted line management responsibility for Clinical Performance Manager and direct reports.
  • Responsible for ensuring any performance issues are managed robustly by you in respect of your direct reports and by your direct reports in respect of their team members, liaising with key stakeholders within the business as appropriate (e.g. Clinical Director/ HR).
  • Working collaboratively with the Clinical Director to highlight and address any clinical issues of concern relating to the CPM or their direct reports.
  • Supporting the Clinical and Operational teams with internal audits where required, ensuring that records are taken of any actions arising from these audits and that these are followed up and closed out.
  • Ensuring that all team members are compliant with all company policies and the management of team members is in line with these policies at all times (e.g. Sickness Absence Reporting/ Performance Management, Internet/ Social Media etc).
  • Working collaboratively with the Director of Service Delivery and Clinical Director to ensure that all members of the Clinical team assigned to the contracts in the designated area are up-to-date with the mandatory training.
  • Joint responsibility, with the Clinical Performance Manager for the management and supervision of self-employed or associate clinicians/ OHP in your territory.
  • Deliver in-house training/ coaching and mentoring as appropriate.
  • Monitoring and recording the performance of third party providers, e.g. physiotherapy, counselling, needle-stick hotline (including cost and quality) for your clients and escalate any issues of concern to the Director of Clinical Therapies.
  • Working collaboratively with the Clinical Director and Clinical Performance Manager to ensure that an effective monitoring system of healthcare governance and medicines management is in place for all contracts in the designated area.

Financial Management:

  • Responsible for maintaining an awareness of the costs associated and charged to each contract and ensuring the key budget lines are achieved (or improved) for each contract.
  • Responsible for monitoring and analysing expenditure within approved budgets utilising all resources in an effective and economical manner.
  • Required to attend Financial Performance reviews with Financial Director on monthly/ quarterly basis.

Additional Information:

  • Travel will be required for this role so a driving licence is essential
  • Previous OH experience desirable but not essential


For more information contact:

Online Application

Application Documents:

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