Director of Service Delivery Excellence

Join Us in Making a Difference Maximus is a leading global organization dedicated to delivering health and employment services that positively impact millions of lives each year. With a workforce of around 5,000 across the UK, we provide services focusing on health assessments and employability programmes, all aimed at creating meaningful change. Role Overview We are on the lookout for an accomplished Director of Service Delivery Excellence who will provide strategic leadership and oversight for our delivery processes. This pivotal role is essential in ensuring operational stability, enhancing performance, and proactively managing risks across the organization. Working closely with our operational leaders, you will drive systemic improvements, empower delivery teams, and ensure they have the clarity and support needed to meet their commitments. Key Responsibilities Strategic Leadership & Governance - Partner with the Operations Director to establish a visionary operating model for seamless delivery across all services. Lead governance discussions and provide executive insights on performance metrics, risk assessment, and enhancement priorities. Performance Oversight & Risk Management - Monitor the health of our delivery services nationwide, using data and qualitative insights to identify systemic risks. Escalate significant risks and ensure timely interventions are in place. Enablement Framework & Capability Building - Create and implement frameworks that promote risk prevention, readiness assessments, and stabilization protocols, thereby enhancing our structured problem-solving and continuous improvement capabilities. Operational Readiness & Change Integration - Guarantee that new initiatives, suppliers, and technology changes are well-prepared for successful delivery through thorough assessments. Stakeholder Engagement & Alignment - Act as a senior liaison with both internal and external stakeholders, including DWP and Capita, to align strategic priorities and effectively resolve conflicts. Crisis Management & Stabilization Leadership - Lead high-impact interventions in cases of significant delivery disruptions, coordinating cross-functional recovery initiatives. Continuous Improvement & Innovation - Advocate for continuous improvement efforts with Delivery Enablement Leads and collaborate with the Head of Operations to drive advancements in service delivery, supporting initiatives that address recurring challenges and strengthen delivery resilience. Key Contacts & Relationships Internal: Operational Leadership, Commercial Team, Technology, Central Services External: DWP stakeholders, Capita stakeholders Qualifications & Experience Senior-level leadership experience in service delivery, operations, or delivery enablement. Proven track record of stabilizing and improving at-risk or underperforming operational functions. Exceptional stakeholder management skills within complex environments. Aptitude for influencing without formal authority. Strong analytical problem-solver with both commercial and operational insight. Individual Competencies Excellent communication skills across all organizational levels. Calm, decisive, and solution-focused when managing pressure. Pragmatic and results-driven. Respected by both senior leaders and frontline teams. Able to engage in constructive challenges while maintaining strong relationships. Strategic thinker with robust analytical abilities. EEO Statement Maximus is committed to fostering a culture of diversity, equity, and inclusion throughout our recruitment process. We recognize that feeling included is vital for personal well-being and endeavor to ensure equitable treatment for all job applicants, regardless of personal characteristics. Minimum Salary: £80,000.00 Maximum Salary: £85,000.00

Created: 2026-03-04