Genmed has a consistent track record of winning evidenced by exceptional growth of 700% over the last five years. We have over 200 contracts in 40 NHS Trusts.
We are seeking a Service Delivery Manager based at Norfolk & Norwich University Hospital. The Service Delivery Manager is responsible for coordinating and supporting the effective maintenance, servicing, repair and lifecycle management of medical equipment within the Endoscopy Department at Norfolk and Norwich University Hospital. They are also responsible for line management of one staff member.
The postholder acts as the primary liaison between clinical users, OEM service providers and Trust stakeholders, ensuring equipment remains safe, compliant, available and fit for purpose. The role supports the delivery of contracted services through the coordination of maintenance activities, service records, asset management, equipment replacement programmes and performance reporting.
Key Duties
Service Coordination
· Coordinate planned preventative maintenance (PPM), corrective maintenance and equipment servicing activities across the Endoscopy service
· Act as the first point of contact for equipment-related queries, breakdowns and service requests
· Schedule and monitor work undertaken by OEM engineers and third-party service providers
· Ensure service activities are completed within agreed contractual response and resolution times
· Escalate service risks, equipment failures and operational issues appropriately
· Support the delivery of service performance targets and key performance indicators
Asset and Equipment Management
· Maintain accurate equipment asset registers and service records
· Ensure all maintenance, repairs, inspections and safety checks are documented in the agreed asset management systems
· Track equipment performance, reliability trends and recurring faults
· Assist with equipment replacement planning and capital equipment programmes
· Co-ordinate equipment commissioning, decommissioning and disposal activities
· Support equipment inventory validation exercises and audits
Stakeholder Management
· Build effective working relationships with Endoscopy clinical teams, Trust management, procurement teams and external suppliers
· Provide regular communication regarding equipment status, planned maintenance schedules and service updates
· Attend departmental meetings as required and provide equipment-related information and reports
· Support clinical users during equipment trials, evaluations and new equipment introductions
Compliance and Governance
· Ensure equipment management activities comply with Trust policies, MHRA guidance, medical device regulations and relevant healthcare standards
· Support audit activities and regulatory inspections
· Maintain documentation required for quality management systems and contractual reporting
· Assist in the investigation and reporting of equipment incidents and safety concerns
· Promote safe working practices and compliance with Health and Safety legislation
Administrative and Reporting Responsibilities
· Produce service reports, maintenance summaries and performance data as required
· Monitor service requests and outstanding actions to ensure timely completion
· Support invoice validation, service contract administration and supplier performance monitoring
· Assist with procurement processes relating to equipment servicing and replacement
Maintain departmental records and documentation in accordance with Genmed and Trust requirements.
Qualifications
- HNC/HND (or equivalent) in Engineering, Biomedical Engineering, Healthcare Technology Management or related discipline
- OR demonstrable experience in medical equipment service coordination within an NHS or healthcare environment
Experience
- Proven experience in:
- Coordinating maintenance/service delivery in a healthcare or technical environment
- Working with medical devices (preferably endoscopy systems)
- Supporting asset management, equipment tracking or service records
- Experience of working within:
- NHS Trusts or regulated healthcare environments
- Service-level agreements (SLAs), KPIs and contract delivery
- Exposure to:
- Supplier/OEM management
- Audit, compliance or inspection processes
- Previous supervisory or team coordination experience desirable
Core Skills
- Strong organisational and planning skills with the ability to prioritise workload across multiple service streams
- Effective stakeholder management and communication skills (clinical and non-clinical)
- Ability to analyse equipment performance data and identify trends or risks
- High level of attention to detail and record management accuracy
Technical Skills
- Knowledge of medical device maintenance and lifecycle processes
- Understanding of:
- MHRA guidance
- Medical device regulations
- Health & Safety standards within clinical environments
- Experience using:
- Asset management systems (CMMS)
- Microsoft Excel and reporting tools
People Management
· Direct line management responsibility for the Endoscopy Support Co‑Ordinator
· Accountability for performance management, objective setting, and development
· Oversight of workload planning and daily task allocation
· Responsibility for ensuring consistent adherence to Genmed operational processes
· Acting as the first escalation point for onsite service issues
Contacts
This role requires a high level of engagement with a broad range of stakeholders, including clinical teams, procurement, suppliers, and internal management.
The Service Delivery Manager acts as the senior operational Genmed representative onsite and is expected to maintain professional, proactive, and solution-focused interactions at all times, ensuring the highest standard of customer service.
Work Environment
The role is based within hospital environments, primarily in proximity to endoscopy department and stores areas. The postholder may be required to wear surgical scrubs and adhere to all clinical protocols. The role involves some manual handling activities; however, no specialist licences are required.
Benefits
Genmed offer 26 days of annual leave per calendar year to all colleagues in addition to the UK recognised bank holidays or the pro-rata equivalent. Following successful completion of the probationary period, you will be included in the company pension scheme with a 5% employers’ contribution, discretionary bonus scheme and the private healthcare schemes offered by Aviva and MediCash. Genmed also offer enhanced maternity and paternity packages as well as company sick pay upon completion of the probationary period. The Bike2Work voucher scheme is also available to colleagues who are interested.
Pay: From £40,000.00 per year
Work Location: In person
