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Job description

Overview

If you have exceptional communication skills, can build strong stakeholder relationships as well as evolve strategies that make a difference to service delivery, then the NHS Business Services Authority has an opportunity for you.

You will need to be able to plan, coordinate and lead on service related activity across multiple business areas, motivating teams who are not in your direct line management. You will deliver high-quality customer service and provide service reporting across our stakeholder groups. You will need to be driven, have the ability to manage multiple workstreams and champion continuous improvement.

What do we offer?

• 27 days leave (increasing with length of service) plus bank holidays
• Flexible working (we are happy to discuss options such as compressed hours)
• Flexi time
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

Health & Community Services (H&CS) is within the Citizen Services directorate and is responsible for delivering the Healthy Food Schemes, England Infected Blood Support Scheme, Former Child Migrants Scheme and Medical Examiners Service.

H&CS has an opportunity for 5 full-time, permanent, Service Delivery Managers (SDM) to join their team.

You will be responsible for overseeing the successful delivery of a service area/s, its continuous improvement, goal achievement and management of key internal and external relationships.

Stakeholder management skills are critical; you will work across internal directorates/teams as well as with wide-ranging stakeholders from across government departments, devolved administrations, NHS Arms-Length-Bodies, industry/business, as well as not-for-profit organisations.

You will therefore have exceptional communications skills with significant experience in relationship building, influencing others, negotiating, decision-making, presenting to others, as well as demonstrating composure when under pressure.

You will promote continuous improvement with a high focus on customer/stakeholder experience, service efficiency and service uptake to achieve service delivery goals.

You will have excellent organisational skills with the ability to prioritise multiple workstreams, identify risks, manage mitigation and progress.

There may be occasions for UK travel. This role is flexible between home and office based (any NHSBSA site).

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much, much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.

We are the NHS delivering for the NHS.

In this role, you are accountable for:
Stakeholder Management

• Engaging with and working proactively with stakeholders to assess current services and performance, identify and implement improvement opportunities and drive efficiencies, working towards common business goals and objectives.

Contract Management

• Responsible for maintaining positive relationships with a wide range of external suppliers, taking ownership for dealing with and resolving any performance issues.
• Ensuring contract delivery though engagement with the corporate Contract Management Team, or directly with the supplier.

Budget Management

• Responsible for management of staff and non-staff budget. Monitor and control budgets ensuring that expenditure remains within acceptable tolerance at all times.
• Reporting accurate budget information and working in partnership with Finance on forecasting and planning budget expectations.

Project Management

• Responsible for management and delivery of projects from an operational perspective and in line with business plans.
• Contribute to the production of mandates and full business cases.
• Participate in the procurement process when new technology or changes to current systems are required. This would involve assisting with the specification of requirements, research and working with outside contractors.

Staff Management

• Deliver operational objectives through performance management of direct reports (DRs) and through carrying out process improvement projects
• Demonstrates clear leadership and management skills and the ability to influence and persuade others and leads teams in the delivery of business objectives and strategy.
• Responsible for setting clear objectives for direct reports and carrying out reqular ORO reviews, developing and coaching direct reports to assist in delivery of business objectives
• Demonstrate support and guidance through the full application of all supporting tools and policies in place – HR planning, Absence Management policy, policies, etc.
• Responsible for identifying personal development needs and learning requirements to ensure DRs have the correct skills and competencies required for the role
• Carry out disciplinary meetings, where appropriate. Ensuring that HR policy is followed to ensure consistency.
• Overall responsible for complaint handling, ensuring trends are analysed/identified and remedial action and improvement ideas are taken forward straight away.

Technology & IT

• Responsible for ensuring that technology is appropriate to meet the business need and that IT systems meet specified operational and stakeholder requirements whilst identifing and instigating improvements
• Responsible for ensuring that systems are fully user tested prior to implementation. Establishes, directs and provides guidance to team testing IT systems.
• Identify, implement and evaluate value-adding new technology solutions through the use of project management principles and techniques.

Planning/Strategy/Performance

• Preparation of short term to medium term operational and monitoring plans and taking necessary corrective action.
• Have strategic input at times into prioritising longer term planning and activities in line with Corporate Business plans and Strategy
• Responsible for the analysis of complex data, monitoring and review of workloads to unsure predictions are up to date and accurate. Working with Workforce Planning Manager to deliver accurate staffing solutions to ensure workforce meets requirements.
• Ensure that performance against Key Performance Indicators across a wide range of work streams is achieved. Identifying opportunities for improvements and carrying out detailed analysis of trends. Take appropriate corrective or preventative action

Communication

• Follow a communication strategy that ensures full staff participation and engagement. Hold regular team briefings/ focus groups to gain staff feedback and act upon trends and themes where appropriate.
• Works constructively with colleagues at all levels from other directorates and with external agencies from time to time.

Change Management/Strategic Management

• Be a catalyst for change and innovation. Act as one of the lead change agents to ensure transitional change is introduced in a positive and constructive manner. Plan and implement a successful transition using all necessary resources available. Ensure a supporting full risk management strategy is in place
• Monitor factors that may impact on the business, provide horizon scanning, trend analysis, researches and evaluates impact of policy/ regulation changes
• Ensure that the business unit operates fully within the quality management system in place. Ensure that a continuous cycle of improvement is adopted and practiced within the business unit and is one that receives the full commitment of all staff.

AOB

• To participate in wider organisational activities where own recognised strengths may be utilised [e.g. project management skills]. Ensure full participation if selected.
• Deputise as required in the absence of your Line Manager
• Carry out duties and responsibilities as required by your Line Manager commensurate with the job grading
• Liaison point for portering services, estates, warehousing, IT support, personnel administration etc.
• Undertakes recruitment and selection when required
• Be accountable for one’s own Personal Development needs in order to be fully equipped to meet future management and organisational needs.
• Manage within the Authority’s HR Framework to ensure that HECs & ES has a flexible, dynamic and reliable work force that is equipped to meet our changing business needs.
• Live the values and behaviors that respect individual’s dignity. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced at times whilst dealings with our stakeholders.