Head of Service Delivery- Community Services

Job description

Job responsibilities

Main Duties and Responsibilities:

Key Result Areas and Performance:

Establish and monitor performance metrics to evaluate the delivery of community services against performance targets and strategic objectives.

Analyze complex data to identify trends and inform the development of best practices for community-based services.

Ensure timely completion of reports for the Board of Directors, stakeholders, and regulators, including national and system reporting.

Achieve safety, quality, and performance targets in line with CQC regulations and standards.

Implement systems and procedures to ensure compliance with relevant standards.

Collaborate with internal teams and external partners to maintain performance and safety standards.

Formulate long-term plans to support service delivery, liaising with finance and HR to create robust strategies.

Drive continuous improvement initiatives, implementing service improvements aligned with strategic goals.

Review processes and systems to enhance the delivery of patient care.

Develop policies and procedures for new community services and ensure consistent application of existing policies.

Represent Nimbuscare as an ambassador, exemplifying system leadership and building productive relationships with external partners and stakeholders.

Develop and implement contingency and emergency plans for community services.

Conduct audits to maintain compliance and implement improvement plans.

Create a culture of learning and sharing best practices to ensure high-quality care.

Optimize workforce utilization to deliver excellent care and financial efficiency.

Leverage information systems to manage staffing, patient data, reporting, and finances.

Service Delivery:

Provide senior-level operational management and mobilize community clinical services through strong leadership.

Ensure services are delivered safely, sustainably, and effectively.

Develop and implement service improvement projects and contribute to clinical strategy and transformation.

Assess, plan, and evaluate the delivery of Nimbuscares community services, providing assurance reports to the Board.

Lead operational capacity planning and implementation.

Conduct reviews of service operating plans to identify and mitigate risks.

Oversee contracts, service-level agreements, and asset management for community services.

Manage projects to support the continuous development and delivery of services.

Lead quality, performance, and financial improvement initiatives.

Oversee change management and transformational programs to drive organisational growth.

Ensure effective incident management, root cause analysis, and escalation procedures are in place.

Manage budgets, delegated finances, and procurement processes for community service delivery.

People Management:

Manage and support the performance of the service management team.

Lead line management activities, including performance appraisals, absence management, and objective setting.

Coach and develop the operational management team, embedding continuous improvement principles.

Foster a culture of high performance and innovation through teamwork and benchmarking.

Be a visible leader and accessible to front-line staff.

Business Responsibilities:

Uphold Nimbuscares ethos and culture.

Positively promote Nimbuscare within the community and among stakeholders.

Support the introduction of new processes to enhance service quality.

Build and maintain strong relationships with relevant personnel and partners.

Learning and Development:

Participate in training programs to enhance professional development.

Engage in individual performance reviews and maintain personal development records.

Undertake mandatory and statutory training as required.

Team Working:

Collaborate effectively as part of a multidisciplinary team, supporting others and exploring new ways of working.

Accept delegated tasks, prioritize workload, and implement effective time management strategies.

Contribute to team activities to enhance patient care and team performance.

Confidentiality:

Maintain confidentiality of all information gained during the course of duties, including patient, client, and staff information.

Handle information discreetly and with professionalism.

Health & Safety:

Identify and manage risks associated with work activities.

Use training effectively to update knowledge and skills.

Follow infection control procedures and maintain safe, hazard-free work environments.

Report potential risks appropriately.

Equality and Diversity:

Actively support equality, diversity, and inclusion.

Treat all colleagues, patients, and staff with dignity and respect.

Quality:

Address quality and risk issues proactively.

Take accountability for actions and performance.

Participate in audits and cooperate with external evaluations.

Maintain professional conduct and ensure high standards of care.

Communication:

Communicate effectively with colleagues, patients, and external partners.

Adapt communication methods to meet diverse needs and preferences.

Other Duties:

This job description is subject to periodic review and may be adjusted as necessary to meet the evolving needs of the role.

Perform any additional duties reasonably requested within the scope of the role.

Person Specification

Qualifications

Essential

• Masters degree or equivalent experience in Business Leadership or Healthcare Leadership or the equivalent experience.

Desirable

• Project management qualification or equivalent experience.

Competencies/Qualities/Attributes

Essential

• Excellent written and verbal communication.
• Ability to inspire and lead others, irrespective of discipline or role, and to establish credibility with both clinical and non-clinical colleagues /partners
• Able to work autonomously.
• Intellectual rigor including the ability to effectively articulate complex information to multiple audiences, including lay people
• Work well under pressure, evidence of successfully working in challenging operational environments, with a high degree of personal resilience
• Able to lead a team, leading and working in an inclusive way that maximises and values the contributions of all
• Able to use own initiative.
• Be self-motivated.
• Able to listen and empathise.
• Hard working and willing.
• Flexible and adaptable, able to work according to changing need.
• Commitment to personal development.

Experience

Essential

• Significant Service Delivery Management Experience involving multiple complex services.
• Demonstrable experience working at a senior level within a complex organisation with associated board exposure.
• Significant Line Management experience of managing complex teams.
• Experience of developing people and supporting colleagues to achieve and further their careers.
• Demonstrated ability to facilitate and manage change processes.
• Demonstrable track record of effectively managing contracts with third parties and delivering on contracts with clients.
• Experience of incident and risk management.
• Experience in forecast planning for service delivery.
• Experience leading and delivering change.
• Demonstrable track record of leading, delivering and sustaining quality, performance and financial improvement
• Experience of implementation and management of services to high standards of quality, within time and financial parameters.
• Significant knowledge and experience in service design, service improvement, programme and or project management.
• Ability to communicate, influence and manage a wide range of stakeholder interests including Nimbuscare board members, clinicians and senior managers from multiple practices/PCNs.
• Experience of delivering and leading change and improvement programs.
• Confidential nature, excellent customer service and communication skills.
• Ability to manage differing/conflicting demands.
• Ability to problem solve independently within broad occupational policies and national guidelines in a fast-paced environment.
• Ability to meet targets and deadlines, delivering to tight timescales deploying effective prioritisation skills.
• Evidence of successfully leading teams and individuals in uncertain and ambiguous contexts
• Ability to work to high standards of accuracy.
• Excellent attention to detail.
• Excellent communication skills.
• Negotiation and persuasion skills.
• Demonstrable experience using robust evidence bases to implement best practice.
• Strong finance skills and experience of significant budgetary management.
• Computer literate with experience of using Microsoft packages such as Word, Excel and PowerPoint, as well as MS Teams and Zoom.
• Keyboard skills.
• Understand and observe strict confidentiality.
• Experience managing Service-Level Agreements

Desirable

• Significant experience of service delivery management within the NHS, general practice or other health and social care environment.
• Senior management experience in Community Services within the NHS.

Other

Essential

• Able to work at the desired times.
• Flexibility of hours for cover.

Desirable

• Access to own vehicle for business purposes.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Nimbuscare Ltd

Address

Nimbuscare Limited

Gateway 1, Holgate Park Drive

Holgate

York

YO26 4GG

Employer's website

https://www.primarycareyork.nhs.uk/ (Opens in a new tab)