Job summary
Service Manager
Department: Medicine
Band 7
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
Previous candidates need not apply.
This role sits within the Operational Team in the Medicine Division. A fast paced and friendly environment, perfect for those wanting a fresh challenge in a supportive team. The role will be supporting the Operational Manager to oversee services for our Patients, from day-to-day management to long term strategic planning and line management responsibilities.
The role requires someone with excellent organisation and communication skills, who can build strong working relationships with relevant stakeholders. The post holder needs to demonstrate initiative, critical thinking and ability to problem solve to support our teams and services. Having experience and an understanding of key operational areas such as National Targets, Capacity and Demand and relevant National NHS context is key.
This role encourages personal development such as undertaking leadership and management courses, as well as the Hospital's own MK Managers Way Programme.
Interview date: W/C 16.06.2025
Main duties of the job
o To manage administrative and support teams within the service / Division
o Ensure appraisal and mandatory training requirements for all staff are met in the CSU.
o Manage performance and waiting lists within area of responsibility to ensure that Trust and external standards are understood and adhered to and that performance reports are produced to ensure Divisional compliance.
o Continually monitor demand and capacity of the service identifying and escalating risks appropriately.
o Support the governance arrangements within the Division including audit, complaints, incidents, risks and health and safety. Investigate patient complaints related to area of responsibility.
o Review and manage delegated budgets within own area of responsibility and to ensure budgets are controlled and savings plans are delivered as directed by Senior Operational Manager. ? Provide clinical teams with management, data and business support as required.
About us
We care We communicate We collaborate We contribute
MKUH staff scored highest for 'I look forward to coming to work' (NHS Staff Survey 2023).
- Free on-site parking
- Free refreshments
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
Service Delivery, Service Improvement, Excellent Outcomes for Patients
Support the operations manager in developing service development plans to align national direction / strategies and local priorities.
To work as part of a CSU and be involved in improvement initiatives.
To lead or work as part of a Pathway Team as directed by CSU leadership and to lead and champion wider quality improvement work.
Performance Management
Monitor and manage the performance within the service / Division [including RTT reports, waiting lists, discharge summary completion, outpatient new to follow up ratios, diagnostic treatment status, length of stay]. Ensure data validation is completed to achieve required national and local RTT targets and milestones.
Work across the Division to ensure that the Trust access standards are consistently met for all patients.
Communication
Communicate clearly and effectively with staff to ensure they are kept up to date with relevant information, about divisional business plans and operational requirements.
Provides information regarding performance in a supportive manner which encourages collaborative working to deliver against targets to administrative staff.
Staff Management
To manage administration and support staff employed within service /Division.
Manage timely and effective recruitment and retention of staff. As directed by the Operational Manager for the CSU.
Ensure appraisal is carried out for all staff and training needs are identified.
Business Planning and Management
Support plans for the development of services as required and as directed by the CSU Lead and Operational Manager.
Analysing and interpreting complex data to deliver well-presented information.
Regularly monitor demand and activity within area of responsibility.
Please refer to the job description for further details.
Job description
Job responsibilities
Service Delivery, Service Improvement, Excellent Outcomes for Patients
Support the operations manager in developing service development plans to align national direction / strategies and local priorities.
To work as part of a CSU and be involved in improvement initiatives.
To lead or work as part of a Pathway Team as directed by CSU leadership and to lead and champion wider quality improvement work.
Performance Management
Monitor and manage the performance within the service / Division [including RTT reports, waiting lists, discharge summary completion, outpatient new to follow up ratios, diagnostic treatment status, length of stay]. Ensure data validation is completed to achieve required national and local RTT targets and milestones.
Work across the Division to ensure that the Trust access standards are consistently met for all patients.
Communication
Communicate clearly and effectively with staff to ensure they are kept up to date with relevant information, about divisional business plans and operational requirements.
Provides information regarding performance in a supportive manner which encourages collaborative working to deliver against targets to administrative staff.
Staff Management
To manage administration and support staff employed within service /Division.
Manage timely and effective recruitment and retention of staff. As directed by the Operational Manager for the CSU.
Ensure appraisal is carried out for all staff and training needs are identified.
Business Planning and Management
Support plans for the development of services as required and as directed by the CSU Lead and Operational Manager.
Analysing and interpreting complex data to deliver well-presented information.
Regularly monitor demand and activity within area of responsibility.
Please refer to the job description for further details.
Person Specification
Qualifications and knowledge
Essential
- Degree level or equivalent qualification / equivalent level of experience.
Desirable
- Evidence of continuous professional development
Experience
Essential
- Experience in an operational post within healthcare.
- Evidence of successful innovation and change management.
- Evidence of Finance, procurement, budgets, business cases, cost improvement
- Experience of people and performance management.
Desirable
- Experience in recruitment
Skills
Essential
- Awareness and understanding of national and local policy and developments to include 18-week RTT, cancer and diagnostic pathways.
- HR management.
- IT and computer literacy.
- Service and Project Management.
- Service and Quality Improvement
Desirable
Personal and people development
Essential
- Self-confident and uses this to lead, involve and challenge others as appropriate.
- Makes sustained effort in making a difference to how services are planned and delivered, overcoming obstacles and setbacks.
- Displays a strong motivation and commitment to success.
- Ensures personal, professional behaviour and integrity always.
- Delegates appropriately setting clear and achievable targets and monitoring against required outcomes.
- Develops constructive relationships and networks within the organisation and outside.
- Ensures that the success of individuals and teams is recognised and valued.
- Able to use a range of management styles as appropriate.
Communication
Essential
- Promotes the building of effective teams and collaboration between teams.
- Builds and maintains sound relationships within teams and with colleagues in other areas including corporate departments.
- Supports teams to continually review services and seek improvements.
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Equality and Diversity
Person Specification
Qualifications and knowledge
Essential
- Degree level or equivalent qualification / equivalent level of experience.
Desirable
- Evidence of continuous professional development
Experience
Essential
- Experience in an operational post within healthcare.
- Evidence of successful innovation and change management.
- Evidence of Finance, procurement, budgets, business cases, cost improvement
- Experience of people and performance management.
Desirable
- Experience in recruitment
Skills
Essential
- Awareness and understanding of national and local policy and developments to include 18-week RTT, cancer and diagnostic pathways.
- HR management.
- IT and computer literacy.
- Service and Project Management.
- Service and Quality Improvement
Desirable
Personal and people development
Essential
- Self-confident and uses this to lead, involve and challenge others as appropriate.
- Makes sustained effort in making a difference to how services are planned and delivered, overcoming obstacles and setbacks.
- Displays a strong motivation and commitment to success.
- Ensures personal, professional behaviour and integrity always.
- Delegates appropriately setting clear and achievable targets and monitoring against required outcomes.
- Develops constructive relationships and networks within the organisation and outside.
- Ensures that the success of individuals and teams is recognised and valued.
- Able to use a range of management styles as appropriate.
Communication
Essential
- Promotes the building of effective teams and collaboration between teams.
- Builds and maintains sound relationships within teams and with colleagues in other areas including corporate departments.
- Supports teams to continually review services and seek improvements.
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Equality and Diversity
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.
