Service Delivery Manager

  • Job Reference: 750640
  • Date Posted: 27 July 2021
  • Recruiter: Clinisys
  • Location: UK Wide - (Home Based), or Chertsey / Glasgow
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Sector: Biomedical Science, IT & Technical
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Rebecca Taylor
  • Email:

Job Description

CliniSys - End to end solutions for the diagnostic journey

Europe’s largest diagnostic IT vendor

Laboratory test results help inform 70% of patient diagnoses and care planning.

For over 30 years CliniSys Group has been at the forefront of diagnostics workflow, order communications and information management solutions supporting radiology, cardiology and all pathology disciplines including anatomical or cellular, molecular and genetics. These encompass the complete workflow from order, clinical decision support, collection, processing, analysis, results and reporting, through integration into the clinical workflow.

CliniSys Group has built an unrivalled reputation for the deployment of complex diagnostics networks and academic centres – and is the only vendor repeatably delivering across all disciplines end to end – at scale.

Making healthcare smarter and more efficient.


Job Title: Service Delivery Manager


Job Summary:


  • Ensure effective business relationship management by building partnerships, driving value, and satisfying purpose.


  • To develop key stakeholder relationships with customers, within the assigned territory/territories, working to understand localised requirements and pressures, partnering with different parts of the business to define and deliver necessary solutions.
  • To work with the account management team to ensure all customers, within the assigned territory/territories, have a full suite of CliniSys products in place with the ability to clearly demonstrate all functionality.
  • To work with the account management team to drive revenue growth to all customers, within the assigned territory/territories.
  • To drive localised programmes of work to ensure a relevant customer estate with the latest versions of CliniSys software deployed and optimally configured for maximum use of current product functionality across the customer environment, enabling exemplar customers to be early adopters of software and drive innovation in the CliniSys product suite.
  • To oversee the management of the delivery or to manage the delivery (deployment, development, configuration, client, financial & commercial aspects) of extraordinary projects (maintenance or otherwise) and contractual commitments for customers in accordance with the CliniSys UK solution delivery model.
  • To support the Senior Responsible Officer (SRO) for the delivery of LIMS to customers within the service delivery portfolio, ensuring that the project meets its objectives and delivers the projected benefits.
  • To be responsible for the governance, (policies, processes, standards and procedures) relating to customers within the assigned territory/territories.
  • To undertake a full contract review, of any customer contracts within the assigned territory/territories, to fully understand deliverables and create plans/programmes and processes to ensure the contract is met.


  • Develop and manage a customer relationship plan (CRP) to include;


  • Regular strategic reviews to identify, agree and execute the customer requirements, ensuring an agreed shared roadmap including, but not exhaustive of, local developments (both clinical and service orientated), product upgrades, technical platform planning and general estate management.
  • Preparation and facilitation of regular (monthly) customer service review meetings with senior customer stakeholders.


  • An in-service annual programme including disaster recovery/business continuity testing, patching, upgrades, and maintenance schedules, and any other related tasks, as required by the business.


  • An in-service security programme including, security (penetration) testing, ISMS (Information Security Management Systems) and security plan reviews and any other related tasks, as required by the business.


  • Crisis management plan, covering disaster and major incident plans.


  • To fully understand the services CliniSys has been engaged to deliver in line with contractual and other customer expectation.
  • developing tools which ensure contractual obligation are met, contractual change is managed, and issues can be resolved as defined within the contract.
  • Identifying and ensuring delivery of 30-60-90 day contracted deliverables.
  • To develop and manage financial and resource reporting and forecasting to include.
  • revenue, resource plans and operational expenses.
  • regular updated forecasts of resource requirements for the engagement (staffing plan) synchronised with the financial forecast, to enable cost-effective fulfilment of resource needs and to ensure optimum resource management across any engagement within the service delivery portfolio.


  • Act as a point of contact and escalation for service matters, during standard hours and as part of an out of hours service.


  • To comply with the CliniSys codes of conduct and guidelines.
  • To understand, comply and develop, with the customer and CliniSys procedures, working practices and directives in a timely manner.
  • To work with and follow the guidance of the Head of Exemplar Customer Engagement & Development.
  • To work with the Head of Exemplar Customer Engagement & Development, in managing and supporting the development of internal systems which aid the function of the Exemplar programme.
  • To be an advocate for all customers, within the assigned territory/territories, heightening their profile at every opportunity and ensuring the correct level of engagement with exemplar customers from the business.
  • To work with all parts of the business, finding means of prioritising customer-based activity within localised processes such that customers receive extraordinary service.
  • To lead and liaise with all departments required to assist in achieving the efficient and optimal configuration of CliniSys applications in accordance with the service and exemplar programme.
  • To maximise the use of CliniSys products within the exemplar programme and customer territory/territories, ensuring a regular programme of work to conduct the following.
  • CliniSys subject matter experts conducting departmental reviews of workflow and product configuration to ensure the customer’s solution is performing as efficiently as possible.
  • Provision of training to customers were identified to ensure all product functionality is understood.
  • Document all reviews and manage actions including: -
  • Configuration and workflow issues for improvement.
  • Implement good working practices and optimised configuration.
  • Missing functionality that needs activating and implementing into the customers local workflow.
  • Generally, aid improving working practices.
  • To oversee or be responsible for all aspects of a delivered solution to the customer/s as required, including project, risk, issue, financial, commercial & business management activities in accordance with the company project delivery & client management procedures.
  • To oversee or manage delivery of customer-based projects as required such as software version updates requiring the participation of the Service Portfolio and Service Transition team including project, resource and customer management and all aspects of field and remote based delivery.
  • To lead on service delivery, ensuring that the voice of the customer, internal or external, is embedded in any service improvement plans.
  • To develop and implement new processes in line with the exemplar customer and service delivery programmes.
  • To be responsible for exit management at the end of the contract term, including;
  • Shutting down the engagement in an orderly way, compliant with contracted commitments.
  • Ensure staff on the engagement are evaluated and transitioned to their next assignments, completing any projects that are underway, ensuring final invoices are paid, and documenting lessons learned.
  • To manage ongoing customer issues to resolution as part of the exemplar service, by acting as a customer ambassador within the CliniSys business.
  • To attend agreed meetings with customers to aid the delivery of programme-based activity.
  • To behave as a role model: for delivering results; for enthusiasm and enjoyment of your work; for teamwork; and for professional standards of behaviour.
  • To progress personal development.
  • To understand our Customers’ short and long-term strategies, advise and assist with CliniSys products to facilitate these needs and allow this to facilitate contribution to the development of the product and solution.
  • To be fully conversant with the core functionality of Pathology products and that of general disciplines
  • To keep abreast of ongoing and future Laboratory regulations, working practices, products, and technologies within the pathology discipline.
  • To develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and Pathology issues/pressures.
  • To establish and maintain high levels of issue ownership - resolving, progressing, and managing all issues to a satisfactory conclusion, ensuring that appropriate parties (including the customer) are kept up to date on progress.
  • To understand and operate the escalation procedure within the defined limits of time, knowledge, and level of contracted support.
  • To maintain and update all quality documentation issued to you by the company.
  • To support the development of internal systems.
  • To attend agreed training courses.
  • To complete administrative duties including site visit documentation, holiday, sickness and overtime forms in a timely manner.
  • To attend or organise emergency visits on site felt necessary or as instructed.
  • To be responsive to reasonable requests from your line manager, your peers and senior leadership team.


    Knowledge, Skills, Abilities:


  • 10+ years of relevant experience or equivalent combination of education and work experience.
  • 6+ years managerial/leadership experience.
  • Demonstrated track record of delivering multiple high-quality services to medium to large sized engagements.
  • Advanced organisational, decision making and planning skills.
  • Experienced priority-setting skills to effectively meet strategic and operational objectives.
  • Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.
  • Ability to lead large cross-functional delivery teams.
  • Advanced analytical, problem solving, negotiation and organisational skills.
  • Ability to motivate, direct and lead large groups of people.
  • Extensive experience managing customer relationships and the successful achievement of superior customer satisfaction levels, to ensure all communication channels are open.
  • Ability to manage significant budgets and minimise variances.
  • Strong motivational skills – can deliver the tasks in difficult circumstances.
  • Effective resource management, to achieve required outcomes.
  • Knowledge and use of Prince2 methodology for the delivery of projects.
  • Knowledge of programme management for strategic project decision making.
  • High levels of commitment and ability to act when necessary.
  • Ability and willingness to work independently.
  • Adaptability / flexible to changing demands.
  • Ability to implement and manage change.
  • Assertiveness and sound judgement
  • Reports to: Head of Exemplar Customer Engagement & Development



    Subordinate Titles:   Marketing, sales, product, deployment, and support resources are to be allocated in line with business and the exemplar programme requirement.




    • To work within the customer environment, carrying out customer service and satisfaction-based activity including monthly customer service reviews, to ensure the exemplar customer and business requirements.
    • To act as both management and technical escalation for customers, with a view to unlocking and driving key issues or facilitating resolution as required with all parts of the business.
    • To work with the account management team to review and develop the customer service reports to ensure that all contractual requirements are met.
    • To develop and deliver executive level management reporting on the customers within the assigned territory/territories.
    • To develop performance monitoring processes, tools and reports to be used to report against contracted service levels including balanced scorecard reporting.


    • To develop performance monitoring processes, tools and reports to report solution performance including capacity reporting.


    • To develop, manage, and maintain a customer focussed portal to include:


    • Reports and reporting processes on complex service credit/penalty regimes.


    • reporting on service level failures and implement/report on service improvement programmes to address.


    • Digital documentation library with content relating to the contract.



Education and Experience:

Bachelor’s degree


Laboratory experience in the UK Health sector.


Moderate experience within an IT or software providers organisation is desirable.


Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted.



Depending on the experience of the candidate’s skills and expertise, CliniSys offer a £Competitive Basic Salary plus a generous package, career development and a great work environment.