What You Will Do:
This is an exciting opportunity to join a dynamic, innovative healthcare organisation where radiology meets cutting-edge digital technology. As Service Delivery Lead, you will be the driving force behind operational excellence - leading a high-performing team to deliver world-class radiology reporting services that directly impact patient care.
You will combine strategic thinking with hands-on action, balancing day-to-day operational leadership with continuous improvement initiatives. From optimising workflows and solving problems to coaching your team and driving performance, you will shape how the organisation delivers exceptional services to clients and patients.
Key Responsibilities:
Leadership & Team Development
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Lead, support, and inspire the Service Delivery Team (SDT) to deliver exceptional service.
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Create a culture of accountability, ownership, and continuous improvement.
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Train and onboard new team members while providing ongoing coaching and professional development.
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Conduct regular check-ins and team meetings to support wellbeing, performance, and engagement.
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Foster an agile and collaborative team environment that thrives under pressure and embraces change.
Operational Excellence & Service Delivery
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Oversee the day-to-day operations of the SDT, ensuring smooth workflows and timely service delivery.
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Manage study allocation, reporting turnaround times (TAT), and peer review processes to meet and exceed contractual KPIs.
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Proactively identify and resolve bottlenecks, incidents, and complaints, implementing solutions to prevent recurrence.
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Drive improvements in workflow efficiency, reporting accuracy, and query resolution.
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Oversee image splits, rejects, and other key administrative tasks to maintain quality standards.
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Collaborate with internal and external stakeholders to optimise workflows and service quality.
Rota & Resource Management
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Create and manage staff rotas, ensuring effective coverage across all shifts.
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Anticipate resource needs and make adjustments for annual leave, absences, or increased demand.
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Maintain radiologist rota and leave schedules to ensure adequate reporting capacity.
Communication & Stakeholder Engagement
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Lead daily operational calls to review workload, priorities, and performance.
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Act as a key point of contact between radiographers, radiologists, clients, and vendors on workflow, quality, and service issues.
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Support governance teams in responding to complaints, incidents, and service-related queries.
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Liaise with vendor teams (e.g., reporting platform, PACS) to escalate and resolve system issues promptly.
About You:
You are energised by solving complex problems and thrive in a fast-paced, evolving environment. You bring fresh ideas, think on your feet, and are always looking for ways to improve. You lead with initiative, turn challenges into opportunities, and motivate those around you to deliver their best. Above all, you care about patient outcomes and the quality of service delivered.
What People See in You:
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Leadership & Growth Mindset: Inspire confidence, lead by example, and set high standards for your team.
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Agile Thinking: Adapt quickly to change, anticipate challenges, and respond with creative, practical solutions.
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Solution Orientation: See obstacles as opportunities and consistently improve systems and processes.
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Communication: Communicate clearly, confidently, and with purpose – whether presenting data, resolving issues, or leading meetings.
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Collaboration: Build strong relationships across teams and work effectively with clinicians, technical teams, and external partners.
Experience & Skills:
Essential:
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Proven experience in a service delivery, operations, or team leadership role, ideally within healthcare or teleradiology.
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Strong understanding of radiology reporting workflows and operational processes.
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Demonstrated success in improving service delivery or implementing operational enhancements.
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Experience managing rotas and leading teams in a fast-paced environment.
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Excellent communication, stakeholder management, and problem-solving skills.
Desirable:
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Familiarity with PACS/RIS systems, DICOM, and HL7 standards.
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Experience supporting quality, governance, or peer review processes.
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Background in healthcare technology, telemedicine, or imaging services.
Compliance & Governance:
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Adhere to Data Protection Act guidelines, GDPR requirements, and IGSOC standards.
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Support service quality audits and investigations.
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Ensure all processes comply with organisational and regulatory standards.
- Ref:
- 45281
- Market Specialism:
- PACS & RIS
- Type:
- Permanent