Job summary
Service Manager
Band 7
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
We have an exciting full-time opportunity for an experienced Service Manager with a proven track record in delivering a high-quality service along with experience in operational management ready to step into the Service Manager role within the Surgical Division.
You will be responsible for the day-to-day operational management and the effective and efficient delivery of delegated services as directed by Operational Manager. You will be flexible in approach, tenacious, a good team player and have an eye for detail.
Working closely with clinicians, the divisional management team, finance, and medical staffing, you will give assurance that all forms of leave, rotas and agency and locum utilisation are appropriately managed and are cost effective.
The Surgery division is fast paced, and no two days are the same. It is therefore essential that the successful candidate can work well under pressure, always maintaining a pleasant and professional attitude. You will hold excellent communication and inter-personal skills that enable you to liaise with the clinical teams. Experience in a Rota Coordinator role or asimilar NHS role, with additional experience using Healthroster would be advantageous.
For further information, please email:Lisa BerginDeputy Associate Director of OperationsLisa.Bergin@mkuh.nhs.uk
Interview date: Week commencing 23.02.2026
Main duties of the job
We care We communicate We collaborate We contribute
"- NHS Survey, 2024''They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%
The post is responsible for the day to day operational management and the effective and efficient delivery of delegated services as directed by Operational Manager. Working to the Operational Manager, he / she will ensure these services meet their performance and financial objectives.
He / she will also lead on specific service improvements / cost saving projects with the Division as directed by the Operational Managers.
Some of the key duties and responsibilities are:- Support the Operational Manager and Clinical Leads in developing service development plans to align national direction / strategies and local priorities.- 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- To manage administration and support staff employed within service / Division.- Support plans for the development of services as required and as directed by the CSU Lead and Operational Manager.
About us
Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.
We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.
Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, set to open by 2030.
Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -
For further information about Milton Keynes please visit - Visit Milton Keynes
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 Champion inspire and promote the development of a culture of continuous improvement, including developing and deploying own improvement skills, role modelling the behaviours of leadership for improvement and leading / supporting local improvement initiatives.
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.
- Support the investigation of patient complaints, analysing the issues and identifying any faults in procedures, processes or the treatment of patients and making appropriate recommendations to more senior operational management and others to avoid future occurrences.
Communication
- Communicate clearly and effectively with staff to ensure they are kept up to date with relevant information in regard to divisional business plans and operational requirements.
- Provides information regarding performance in a supportive manner which encourages collaborative working in order 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.
- Manage mandatory training and ensure that service records are kept up to date.
- Be responsible for managing absence rates within the staff group.
- Manage staff expectations particularly around changes to the service / Division which may impact their job security.
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 in order to deliver well presented information.
- Regularly monitor demand and activity within area of responsibility.
- To plan, organise and arrange activities to link with the overall directorate strategy.
Financial Budgetary Management
- Work within clinical coding to ensure targets for clinical coding are met to maximise income in line with payment by results [PBR] ensuring clinicians are engaged in the process.
- Regular review and monitoring of delegated budgets and investigating and escalating variances.
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 Champion inspire and promote the development of a culture of continuous improvement, including developing and deploying own improvement skills, role modelling the behaviours of leadership for improvement and leading / supporting local improvement initiatives.
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.
- Support the investigation of patient complaints, analysing the issues and identifying any faults in procedures, processes or the treatment of patients and making appropriate recommendations to more senior operational management and others to avoid future occurrences.
Communication
- Communicate clearly and effectively with staff to ensure they are kept up to date with relevant information in regard to divisional business plans and operational requirements.
- Provides information regarding performance in a supportive manner which encourages collaborative working in order 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.
- Manage mandatory training and ensure that service records are kept up to date.
- Be responsible for managing absence rates within the staff group.
- Manage staff expectations particularly around changes to the service / Division which may impact their job security.
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 in order to deliver well presented information.
- Regularly monitor demand and activity within area of responsibility.
- To plan, organise and arrange activities to link with the overall directorate strategy.
Financial Budgetary Management
- Work within clinical coding to ensure targets for clinical coding are met to maximise income in line with payment by results [PBR] ensuring clinicians are engaged in the process.
- Regular review and monitoring of delegated budgets and investigating and escalating variances.
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 / patient care management post within an NHS acute setting.
- Evidence of innovation and achievement in management practice.
- Evidence of successful operational leadership and effective involvement in change management.
Desirable
- Evidence of successful involvement in production of clear business cases.
Knowledge
Essential
- Awareness and understanding of national policy concerning patient care and developments within the NHS including current developments concerning national plans.
- IT and computer literacy.
- Keeps abreast of national and local developments in health and social care and local data e.g. survey data on quality outcomes.
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 set backs.
- Displays a strong motivation and commitment to success.
- Ensures personal, professional behaviour and integrity at all times.
- 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.
Team Building and Collaborative Relationships
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
- Service and Project Management
- Service and Quality Improvement
- Equality and Diversity
Desirable
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 / patient care management post within an NHS acute setting.
- Evidence of innovation and achievement in management practice.
- Evidence of successful operational leadership and effective involvement in change management.
Desirable
- Evidence of successful involvement in production of clear business cases.
Knowledge
Essential
- Awareness and understanding of national policy concerning patient care and developments within the NHS including current developments concerning national plans.
- IT and computer literacy.
- Keeps abreast of national and local developments in health and social care and local data e.g. survey data on quality outcomes.
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 set backs.
- Displays a strong motivation and commitment to success.
- Ensures personal, professional behaviour and integrity at all times.
- 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.
Team Building and Collaborative Relationships
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
- Service and Project Management
- Service and Quality Improvement
- Equality and Diversity
Desirable
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.
