Director of Service Excellence

Join Us in Making a Difference Maximus is a leading global organization with a mission to deliver impactful health and employment services to millions every year. With a dedicated workforce of around 5,000, we focus on health assessments and employability programmes that drive meaningful change. Role Overview We are seeking a highly skilled Director of Service Excellence to provide strategic leadership and oversight for our service delivery processes. This crucial role will enhance operational stability and performance while proactively managing risks throughout the organization. Collaborating closely with our operational leaders, you will spearhead improvements, empower teams, and ensure clarity and support as they achieve their goals. Key Responsibilities Strategic Leadership & Governance - Collaborate with the Operations Director to design and implement a visionary operating model for effective service delivery across all areas. Lead governance discussions and provide insights on performance metrics, risk assessments, and improvement priorities. Performance Oversight & Risk Management - Continuously monitor the health of our delivery services nationwide, leveraging data and qualitative insights to identify and mitigate systemic risks. Ensure prompt interventions are taken for significant risks. Enablement Framework & Capability Building - Develop and implement frameworks that foster risk prevention and stabilization protocols, enhancing our structured problem-solving and continuous improvement capabilities. Operational Readiness & Change Integration - Ensure that new initiatives, suppliers, and technology changes are thoroughly prepared for successful implementation through comprehensive assessments. Stakeholder Engagement & Alignment - Serve as a senior liaison with both internal and external stakeholders, including DWP and Capita, to align strategic priorities and effectively manage conflicts. Crisis Management & Stabilization Leadership - Lead critical interventions in the event of significant delivery disruptions, coordinating cross-functional recovery efforts. Continuous Improvement & Innovation - Champion continuous improvement initiatives with Delivery Enablement Leads, working with the Head of Operations to drive advancements in service delivery, addressing recurring challenges and building operational resilience. Key Contacts & Relationships Internal: Operational Leadership, Commercial Team, Technology, Central Services External: DWP stakeholders, Capita stakeholders Qualifications & Experience Extensive leadership experience in service delivery and operations. Successful track record of enhancing underperforming operational functions. Exceptional skills in stakeholder management within complex environments. Ability to influence effectively without formal authority. Strong analytical capabilities with commercial and operational insight. Individual Competencies Outstanding communication skills across all organizational levels. Composed, decisive, and solution-oriented under pressure. Pragmatic and results-focused. A respected figure among senior leaders and front-line teams. Able to provide constructive challenges while fostering strong relationships. Strategic thinker with strong analytical abilities. EEO Statement Maximus is devoted to promoting a culture of diversity, equity, and inclusion throughout our recruitment process. We believe that feeling included is crucial for personal well-being and strive to ensure equitable treatment for all job applicants, regardless of their personal attributes. Minimum Salary: £80,000.00 Maximum Salary: £85,000.00

Created: 2026-03-11