Service Delivery Manager

Service Delivery Manager – £62,905 to £70,817 a Year + Benefits

The Medicines and Healthcare products Regulatory Agency (MHRA) is recruiting a Service Delivery Manager (Grade 7) to join its Innovative Devices team in London.

This is an opportunity for an experienced professional to lead service delivery, coordinate technical and clinical assessments, improve operational processes, and support the development of a digital platform for the Early Access Service.

Job Overview

• Employer: Medicines and Healthcare products Regulatory Agency (MHRA)
• Job Title: Service Delivery Manager
• Salary: £62,905–£70,817 per year
• Grade: Grade 7
• Location: 10 South Colonnade, Canary Wharf, London, E14 4PU
• Contract: Fixed-term or loan
• Duration: Until 31 March 2029
• Working Pattern: Full-time, flexible working
• Working Hours: 37 hours per week
• Vacancies: 1
• Reference Number: 487970
• Closing Date: 8 November 2026 at 11:55 pm
• Visa Sponsorship: Not stated in the job advert

Important: This role can only be performed in the UK and cannot be worked from overseas. The advert does not confirm whether Skilled Worker visa sponsorship is available. Applicants requiring sponsorship should contact the recruitment team before applying.

About the MHRA

The Medicines and Healthcare products Regulatory Agency protects and improves public health through the effective regulation of medicines and medical devices, supported by science and research.

The successful candidate will join the Innovative Devices team within the Innovation & Compliance group, which supports scientific innovation, regulatory research and the development of healthcare technologies.

About the Role

The Early Access Service was developed jointly by the Medical Research Council and the MHRA to support innovative medical technologies addressing unmet patient needs in the UK.

The service aims to improve patient access to promising technologies, including diagnostic tools that may support earlier dementia diagnosis, by providing developers with coordinated advice and support.

The Service Delivery Manager will coordinate technical and clinical assessors, ensure assessment requests are clear and complete, monitor delivery against agreed plans, and provide updates to senior leaders and stakeholders.

The postholder will also work with digital technology partners to develop an end-to-end digital platform for the Early Access Service.

Key Responsibilities

• Lead the development and implementation of operational processes and technology platforms required for the Early Access Service.
• Develop internal instructions for technical and clinical assessors based on relevant policies and legislation.
• Manage applications from submission through assessment, ensuring appropriate governance, quality controls and consistent service standards.
• Oversee application validation and triage, checking eligibility, completeness and readiness for assessment.
• Resolve complex application issues, identify risks and dependencies, and escalate concerns appropriately.
• Provide regulatory guidance to external stakeholders and explain complex requirements clearly.
• Coordinate technical and clinical assessment teams to ensure work is completed accurately and within agreed deadlines.
• Monitor assessment progress, identify delays and risks, and provide updates to senior management.
• Support workload prioritisation when competing demands arise.
• Lead process improvement, data management and automation initiatives.
• Build collaborative relationships across operational, technical, clinical, policy and digital teams.
• Advise senior managers on casework, policy development and legislative matters.
• Use feedback, performance data and lessons learned to improve service quality and efficiency.

Essential Experience and Qualifications

Applicants should demonstrate:

• Experience working in a regulated, policy-led or operational environment.
• Experience in the technical, scientific or clinical assessment of medical devices or medicines.
• Experience leading the delivery of a service, programme or coordinated workstream.
• Experience tracking progress and providing clear updates to colleagues or stakeholders.
• Experience leading process improvements or developing templates, trackers and guidance.
• Excellent IT skills, including extracting, analysing, interpreting and presenting data.
• Confidence using digital tools, shared documents and trackers to monitor delivery, risks and issues.
• Experience in digital platform development and automation tools.

A minimum of a bachelor’s degree in medicine, science or engineering, or equivalent experience developed through previous roles, is specified in the technical skills section.

Behaviours and Skills Assessed

The recruitment process will assess candidates against the following Civil Service Success Profile behaviours:

• Communicating and Influencing
• Working Together
• Managing a Quality Service

Candidates will also be assessed on their experience, strengths and technical skills.

Salary and Benefits

The position offers an annual salary of £62,905 to £70,817, alongside Civil Service benefits.

Benefits include:

• Civil Service pension, with an employer contribution of 28.97%.
• 25 days of annual leave on entry, increasing by one day for each completed year of service up to 30 days.
• Eight bank holidays and one day of privilege leave.
• A 37-hour working week for full-time employees.
• Occupational sick pay.
• Flexible and hybrid working, subject to business needs.
• Interest-free season ticket or bicycle loans.
• Employee assistance services.
• Access to eligible Civil Service clubs and membership benefits.
• Ongoing learning and development opportunities.

The role requires a minimum of eight days per month on site, potentially increasing to 12 days depending on business needs. The remaining time may be worked remotely or in the office, subject to the role’s requirements.

Application Process

The vacancy uses the Civil Service Success Profiles framework to assess behaviours, strengths, experience and technical skills.

Pre-sift stage

Applicants must answer a lead experience question in no more than 500 words.

The question asks candidates to describe a customer-facing service, programme or assessment process they established, operated and improved. Applicants should explain their contribution, how they applied technical expertise to translate users’ needs into practical processes, and how they used data, feedback and digital tools to improve and measure service performance.

The STAR method is encouraged:

• Situation: Describe the context.
• Task: Explain your responsibility.
• Action: Detail what you personally did.
• Result: Explain the outcomes and improvements achieved.

Applicants who do not meet the required standard at this stage will not progress.

Main sift stage

Candidates who progress will be assessed through their anonymised CV and online application responses. Applications should demonstrate relevant responsibilities, experience, skills and evidence against the stated criteria.

Interview stage

Successful candidates will be invited to a blended interview assessing behaviours, experience and strengths.

Applicants should regularly check their Civil Service Jobs account and email, including spam or junk folders, for recruitment updates.

Important Recruitment Dates

• Closing date: 8 November 2026 at 11:55 pm.
• Sifting begins: 9 November 2026.
• Main panel interviews begin: Week commencing 23 November 2026.

Eligibility and Security Checks

Candidates must meet the applicable UK immigration and Civil Service nationality requirements.

Successful applicants will undergo relevant security and pre-employment checks, including baseline personnel security checks and other checks specified in the advert.

Applicants must provide truthful, accurate examples based on their own experience. The MHRA also asks candidates to remove identifying personal information from their employment history and personal statement to support anonymous recruitment.

How to Apply

Interested applicants should review the full job description and eligibility requirements before applying through the official Civil Service Jobs website.

Recruitment contact: careers@mhra.gov.uk

Closing date: 8 November 2026 at 11:55 pm.