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Service Delivery Manager

London, England, United KingdomSupply Chain & Operations

Job description


We’re looking for a Service Delivery Manager to partner with our Patient Experience and Medical teams, supporting the Head of Patient Experience to deliver a best in class service. Our team is growing fast, and you’ll play a key part in helping to streamline processes, and taking the lead on implementing new approaches and effective ways of working.

We’re empowering people to look after themselves and enabling MANUAL to put our customers at the heart of what we do - this role is pivotal in ensuring we have an effective service to support that.

This is a great opportunity to use creative problem-solving and a data-first approach, in a fast-paced and high growth environment.


  • Implement and lead robust operational planning across patient journey, including capacity planning and rota management to enable a high quality and efficient service

  • Identify and drive process improvements to maximise service availability for patients and efficiency, including automation and improved tooling

  • Identify, manage and mitigate risks to the service

  • Support with tooling management including working with our Product and Tech organisation to find the best solutions and troubleshooting with the patient experience team

  • Work with the Data team to build, optimise and manage reporting across the patient experience, including owning what KPIs we should be measuring as our services develop

  • Work closely with the Leads across the patient experience to deliver on performance KPIs such as service levels, utilisation and cost

  • Support the building and delivery of a best in class QA and audit program to empower team leads to ensure high quality and compliant processes and interactions


  • Generous stock option plan

  • A fun and friendly working environment with sharp and motivated co-workers

  • Hybrid role based in Bermondsey at least 3 days a week with breakfast and lunch once a week

  • Great learning opportunities with a strong culture of knowledge sharing

  • £400 per year learning & development budget with Learnerbly

  • Fitness and wellbeing benefit with Gympass

  • 25 days holidays and generous parental leave & flexible working policies

  • A growing team with plenty of opportunities for progression, ownership of goals and a direct impact to MANUAL

  • Join in the early stages of one of the most promising start-ups in the health & wellness space

Job requirements

  • Proven track record in an operational management role, consulting, or program management

  • A true owner - you know what’s happening across your area of responsibility and you have a curiosity to uncover and diagnose potential problems and risks

  • An operational mindset - actively seeking continuous improvement and not shying away from complex problems

  • Experience building scalable processes and tools, and championing a process driven environment

  • Exceptional analytical skills to meaningfully measure and report what matters with an excellent attention to detail

  • Outstanding written and verbal communication skills with the ability to communicate well with stakeholders at all levels

  • Thrive in a fast-paced environment and self-motivated to provide great quality of work every day

  • Excellent people skills, ability to empathise, and ability to ask key questions to understand pain points

  • Reliable, trustworthy with a hands-on approach


Men don’t look after their health unless they have to. We want to change that from the ground up. We are building the global destination for men's health, scaling at an incredible pace and leading the charge to help improve the lives of men everywhere. We started from the UK, then expanded to Brazil and are currently looking to bring our product to many more people across the world.

We’re destigmatising how men approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help men proactively improve their health and wellbeing. A place that didn't exist until now.

After a $30 million Series A round from the US and Europe's top investors that have also invested in Peloton, Oatly, Deliveroo and Farfetch, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion.

This is an exciting time to join the UK's fastest-growing men's health destination and help supercharge our mission.


Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.