Service Delivery Manager Cv

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Service Delivery Manager Cv Noah Anderson Service Delivery Manager 07700 90XXXX noah.anderson@example.com noahanderson Bristol, BS1 4QA STRENGTHS Operational judgement When activity and waiting times came under pressure, reviewed capacity and performance information to agree practical service responses. Collaborative improvement Worked with clinicians and administrative teams to clarify referral issues, helping patients move through pathways with fewer avoidable delays. Reliable data review Introduced routine checks across referral and waiting-list reports, giving service leads more dependable information for decisions. Patient-centred service Used patient feedback and complaint reviews to identify service issues and make follow-up actions part of everyday administration. Team development Supported coordinators through recruitment, induction, appraisal and training, and shared practical guidance that colleagues could use immediately. SKILLS Digital clinical services Service management Capacity planning KPI reporting Data validation Referral management Waiting-list oversight Pathway redesign Service improvement Digital transformation Service mobilisation Patient experience Budget monitoring Staff development Incident investigation MY CAREER 17.3 Years Service Delivery Manager at Havenwell Digital Health (4.5 Years) Service Improvement Manager at Alderwick Community Health (4.3 Years) Operations Manager at Northshore Health Partnership (3.3 Years) Service Coordinator at Westbridge Clinics (3.2 Years) Patient Services Administrator at Calder Community Services (1.9 Years) SUMMARY Healthcare service manager with 17 years of experience across community, outpatient and digital clinical services. Lead day-to-day delivery by reviewing activity, demand, capacity and performance information, then working with clinical and administrative colleagues to address pressure points and protect service quality. Improve referral management , patient access and pathway efficiency through partnership with clinicians, commissioners, community providers and wider system partners. Coordinate service improvement , pathway redesign and digital transformation , including preparation for new services and contracts. Manage delegated budgets and administrative teams, and contribute to governance, complaint and incident reviews, with learning translated into tracked actions. Support sustainable service development through practical operational leadership and clear reporting. EXPERIENCE Service Delivery Manager Havenwell Digital Health May 2022 – Present Bristol Direct service delivery across digital outpatient pathways, reviewing activity, demand, capacity, KPIs and performance reports to identify pressure points and agree operational responses with clinical and administrative leads. Introduced routine data validation across referral and waiting-list reports, improving the reliability of performance information and enabling timely escalation of delivery risks to senior provider development colleagues. Led referral-quality reviews with clinicians, administration teams, commissioners and community providers; clarified incomplete referral information and refined pathway processes to support access and reduce avoidable delays. Managed delegated budgets and staffing resources, balancing capacity against contractual, operational and quality targets while providing updates on financial and service performance. Line-managed administrative staff through recruitment, induction , appraisal, training and performance management, and deputised for the senior service lead during planned absences. Coordinated service improvement and digital transformation work, including implementation planning for new clinical pathways and contracts, with attention to governance requirements and standard operating procedures . Oversaw reviews of complaints, incidents and service issues, translating lessons learned into documented improvement actions and monitoring their completion. Prepared service performance and capacity evidence for business development discussions, identifying viable opportunities to extend digital pathway provision while protecting quality and sustainable service growth . Service Improvement Manager Alderwick Community Health Jan 2018 – Apr 2022 Bath Coordinated improvement work across community referral pathways, using referral-quality checks and waiting-time reviews to identify points where administrative hand-offs affected patient access . Worked with clinicians, administrative teams, commissioners and community providers to redesign referral management processes and improve pathway efficiency and patient experience . Produced and checked activity, demand, capacity, KPI and performance reports for service reviews, escalating emerging concerns and following up agreed corrective actions. Supported the mobilisation of a new community assessment service, aligning operational procedures, staff training and governance checks before launch. Investigated complaints and service incidents with relevant teams, recorded lessons learned and tracked practical changes to local procedures. Operations Manager Northshore Health Partnership Sept 2014 – Dec 2017 Cardiff Managed operational delivery for several outpatient services, reviewing performance against contractual, operational and quality targets and coordinating action when capacity or waiting times came under pressure. Established consistent reporting and data-quality checks for referral volumes, service activity and waiting lists, giving clinical and administrative leads a clearer basis for resource planning. Supervised administrative staff and supported recruitment, induction , appraisal and role-specific training, reinforcing consistent use of policies and standard operating procedures . Monitored delegated resources and operating costs, raising material variances and agreeing practical adjustments with service leads. Contributed to pathway redesign and service development proposals, bringing operational evidence and patient feedback into discussions about service sustainability. Service Coordinator Westbridge Clinics Jun 2011 – Aug 2014 Newport Coordinated daily administrative activity for outpatient clinics, maintaining accurate referral records and supporting clinicians to keep appointments and patient communications on track. Reviewed waiting-list information and referral documentation with clinical teams, resolving routine data-quality issues and drawing attention to cases requiring follow-up. Helped apply service procedures consistently and recorded patient feedback, complaints and operational issues for review by the management team. Patient Services Administrator Calder Community Services Jul 2009 – May 2011 Gloucester Maintained appointment and referral records for community services, checking documentation and directing incomplete referrals to the appropriate team for clarification. Prepared routine activity information and supported accurate patient correspondence, helping administrative colleagues manage appointment changes and waiting-list enquiries. Logged service issues and patient feedback carefully, supporting timely follow-up and consistent application of local procedures. LEADERSHIP, AWARDS & RECOGNITION Recognised by the Alderwick Community Health clinical operations group in 2021 for coordinating a cross-team referral pathway improvement. Mentored newly appointed service coordinators on referral documentation, patient communications and consistent administrative practice. EDUCATION BSc (Hons) Health Services Management University of the West of England 2009 Bristol CERTIFICATIONS NHS Leadership Academy, Edward Jenner Programme 2020 Lean Six Sigma Yellow Belt 2017 Information Governance and Data Protection in Health Services 2024 PROFESSIONAL SKILLS Service Performance: Activity monitoring, Demand monitoring, Capacity monitoring Reporting and Data: KPI reporting, Performance reports, Referral data checks Referral Pathways: Referral quality review, Referral documentation, Waiting-list review Service Governance: Governance checks, Standard operating procedures, Information governance People Management: Recruitment processes, Staff induction, Appraisal records Service Improvement: Pathway redesign, Incident review, Complaint investigation SKILLS Digital clinical services Service management Capacity planning KPI reporting Data validation Referral management Waiting-list oversight Pathway redesign Service improvement Digital transformation Service mobilisation Patient experience Budget monitoring Staff development Incident investigation PROFESSIONAL AFFILIATIONS Member of the Institute of Healthcare Management, engaging with a professional community focused on healthcare service leadership and development. Member of the Chartered Management Institute, participating in a professional community for management practice and continuing development.

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