Service Delivery Manager

Service Delivery Manager Location: RemoteEmployment Type: Full-Time, PermanentSalary: Circa £40,000About UsRTN Mental Health Solutions is a remote-first organisation dedicated to providing high-quality diagnostic assessments and clinical services to individuals with ADHD and other neurodevelopmental conditions. As our services grow, we are looking for a forward-thinking and highly organised Service Delivery Manager to lead the operational delivery of our diagnostic and academy services. This role is central to ensuring that every individual who comes through our service receives timely, high-quality care — underpinned by efficient systems, proactive communication, and continuous improvement.About the RoleWe’re looking for an experienced service delivery professional who can oversee and improve the end-to-end delivery of our services — from initial referral to final diagnostic report. This role is ideal for someone who thrives in a fast-paced, remote environment and enjoys shaping systems, reducing wait times, and supporting teams to work at their best.As Service Delivery Manager, you’ll work closely with colleagues across diagnostics, communications, contracts, and clinical operations to coordinate daily service flow, resolve issues, and embed improvements. You’ll also lead on complaints handling and play a key role in service learning and performance monitoring. If you’re someone who’s passionate about operational excellence and motivated by making a positive impact in mental health care, we want to hear from you.Key ResponsibilitiesService Oversight & DeliveryOversee the full delivery of diagnostic and academy services, ensuring timely, high-quality outputsMonitor performance, track service flow, and resolve delaysMaintain operational visibility and ensure smooth day-to-day deliveryComplaints Handling & Service LearningAct as the first point of contact for service complaintsEnsure timely responses, track themes, and embed learning into service improvementsWork with compliance and clinical leads to uphold high standardsProcess Improvement & EfficiencyIdentify ways to streamline internal workflows and reduce wait timesSupport the rollout of consistent systems across teamsUse data and feedback to inform service design and operational decisionsTeam Management & CollaborationLine manage diagnostic operations staff, providing regular supervision and performance supportFoster collaboration between internal teams to support joined-up deliveryMonitoring, Reporting & GovernanceMaintain accurate records and service tracking dashboardsReport to leadership on performance, risks, and improvement plansEnsure compliance with policies, safeguarding, and CQC standardsWhat We’re Looking ForEssentialProven experience managing service delivery in healthcare or related settingsStrong understanding of service operations and process improvementConfident handling complaints and embedding learning into practiceExcellent organisation, communication, and leadership skillsAbility to work autonomously in a remote, fast-paced environmentDesirableExperience in neurodevelopmental or diagnostic servicesFamiliarity with CQC standards and clinical governance frameworksExposure to scaling organisations or fast-growing servicesTraining in project or service management (e.g. Lean, PRINCE2, ILM, CMI)Company BenefitsRemote-first workingCompany pensionCollaborative and supportive cultureOpportunities for professional developmentWhy Join RTN?Help shape innovative services that make a real impactJoin a team that values quality, collaboration, and improvementPlay a central role in delivering care that changes livesWork flexibly and meaningfully in a fully remote setting

Created: 2025-08-04