Service Delivery Manager

Description & Requirements

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. In anticipation of Contract Award, we have possible opportunities to recruit a Service Delivery Manager within London to start at the beginning of October 2026. If you are interested, please apply enclosing a CV. To lead and manage a team of Work & Health Coaches and associated delivery staff, ensuring the successful delivery of the Confident Futures programme and achievement of all contractual Customer Service Standards, quality requirements and participant outcomes. The Service Delivery Manager will be responsible for coaching and developing staff, driving performance, ensuring compliance and safeguarding standards are maintained, and delivering a high-quality, participant-centred service for individuals with disabilities and health conditions. The role will support the Operations Manager in implementing the Confident Futures Health Confidence model whilst ensuring participants receive personalised, holistic support that improves confidence, wellbeing and progression towards work-related activity and employment.

Specific Accountabilities: Service Performance & Contract Delivery • Lead the day-to-day delivery of the Confident Futures service within the designated area. • Ensure all contractual Customer Service Standards are achieved. • Monitor starts, engagement, support plans, six-month touchpoints and participant progression. • Manage team productivity and performance through effective use of management information. • Implement performance improvement plans where required. • Ensure Work & Health Coach caseloads remain aligned to contractual requirements. • Maintain focus on participant experience and quality outcomes. Leadership & People Management • Manage, coach and develop Work & Health Coaches and associated delivery staff. • Conduct regular one-to-one meetings, observations and performance reviews. • Support induction, probation and onboarding activities. • Promote a culture of accountability, continuous improvement and innovation. • Identify learning and development requirements. • Support succession planning and talent development. • Create an inclusive and supportive team culture Quality, Compliance & Governance • Ensure contractual compliance and adherence to quality standards. • Complete regular case reviews and quality audits. • Monitor participant records and support plans for accuracy and completeness. • Ensure safeguarding concerns are managed appropriately. • Implement corrective actions arising from audits or quality reviews. • Maintain operational readiness for internal and external inspections. Participant Experience & Safeguarding • Ensure participants receive personalised and accessible support. • Promote a trauma-informed and strengths-based approach. • Escalate safeguarding and risk concerns appropriately. • Ensure vulnerable participants receive effective support and signposting. • Monitor participant feedback and drive service improvements. Stakeholder & Partnership Engagement • Maintain relationships with Jobcentre Plus and Pathways to Work Advisers. • Support local partnership and community engagement activity. • Work collaboratively with Health Confidence Coaches, Health System Navigators and external organisations. • Promote positive partnership working to improve participant outcomes. Outreach & Operational Support • Support delivery across office and outreach locations. • Ensure operational coverage across the contract area. • Conduct outreach site visits and quality checks. • Ensure