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Delivery Operations Manager – Hybrid – Permanent

Competitive salary + Company Pension + 25 days holiday (buy & sell scheme) + Bank Holidays (that can be taken flexibly) + Cash Plan + Lifestyle discounts + lots more…

We have an exciting opportunity for an experienced and commercially focused Operations Manager to join our Delivery team to provide great customer service whilst leading and developing a team.

EMIS are a large and complex organisation so you can expect this opportunity to be interesting and varied.

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision?

Working with our customers, we are leading the way in the delivery of patient centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not for profit organisations and specialist services. Ranked in the top five HealthTech organisations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference.

The role

The Delivery Operations Manager role drives quality improvements, provides problem resolution and prevention whilst ensuring a first-class experience for all our customers.

You’ll need to quickly get up to speed on developing an understanding of the end-to-end processes that underpins the department, whilst also understanding the business and specific customer requirements to better drive improvements and enhancements to ensure high levels of customer satisfaction.

Accountable for a portfolio of open orders, you’ll be required to deliver a strategy on how these orders are to be delivered considering a detailed capacity plan and understanding of tasks required. Proactive management of the pipeline and ensuring resources are in place to handle demand is vital to the role and the success of the department.

Other key responsibilities:

• Responsible for reporting and strategic planning of sales pipeline for delivery.
• Responsible for capacity planning and forecasting in line with efficient delivery of customer orders.
• Direct line management and leadership of the Delivery Operations Team.
• 1-2-1’s, KPI’s, Coaching & Development of team.
• Responsible for providing a skilled team able to own, track, and deliver customer orders efficiently.
• Create a robust succession plan within the team ensuing no single points of failure.
• Complete understanding of the order numbers in the business and responsible for reporting these on a weekly basis as well as any monthly and ad hoc reporting needs.
• Responsible for department risks, issues and service Improvements.
• Responsible for reviewing working practices and identify areas of improvements.

The person

The successful candidate will have excellent experience of leading a team, being able to develop staff to ensure growth and success across Delivery Ops. With an excellent relationship- building skills with a solutions-centric approach.

You’ll hold a strategic approach to working with the sales team to understand the forecasting for sales pipeline towards capacity planning availability within the team and ensure a proactive approach to ensuring new orders are progressed through the delivery cycle successfully.

Strong interpersonal skills, communication, problem solving, decision making, and effective negotiation are key for this position.

• Excellent organisation skills as accountable for an entire portfolio of orders that require efficient delivery.
• Complaints handing as final point of escalation for internal stakeholders as well as customers.
• Understanding of how and when to delegate workloads and responsibilities.
• Data driven, responsible for reporting and collecting data to provide information on trends and progress in all areas of an order and its successful delivery.
• Strong focus on the customer, both internal and external, at all times.

What We’ll Give You

As well as a competitive salary, you will also receive 25 days holiday with the option to buy or sell a max of 5 days, increasing to 27 days after 2 years’ service and 28 days after 4 years’ service. Health care Cash Plan to recoup the costs of routine treatments (dental, optical, physio etc) plus prescription costs, Gym discounts, Virtual 24/7 GP service. Excellent employer pension contribution, Employee Assistance Programme, Life Assurance, access to LinkedIn learning and other lifestyle discounts. Enhanced maternity and paternity package. Cycle to Work Scheme and much more!