Job summary
If youareinnovative,passionate about working collaboratively andare interested in a role that can make a difference, the NHS Business Services Authority (NHSBSA) have the opportunity for you! We are looking fora Service Delivery Manager to join our team. It is theperfect opportunity totake the next step in your career while supporting our NHS!
An exciting opportunity has arisen for a Service Delivery Manager post within the Overseas Healthcare Services (OHS) management team based at Bridge House, Newcastle-upon-Tyne.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- 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
Main duties of the job
- Line managing Team Managers within OHS you will be responsible for ensuring key areas of customer service and operations are delivered to make sure all aspects of the customer journey and service standards are being positively maintained and managed and drive a culture of continuous improvement.
- Working alongside other Service Delivery Managers, you will be working with colleagues at all levels across OHS, OHS stakeholders, Citizen Services, and the wider BSA to ensure effective working and relationships are maintained and will report to an OHS Senior Service Delivery Manager.
- You will ensure an effective balance of both self-management and key customer service deliverables are sustained whilst being a key person for meeting the exciting and varied challenges facing Overseas Healthcare Services.
- This is a key role in delivering business as usual services but also in transforming OHS into a digitised and streamlined service that is robust and adaptable through periods of uncertainty. Therefore providing clear leadership, influencing others, being people-focussed, and engaging, and the ability to work collaboratively is essential.
About us
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 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 are 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 are 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.
Job description
Job responsibilities
Job purpose:
The post holder will work with the Head of Service and Senior Service Delivery Manager to deliver excellent service standards across all OHS business operations and take a leading role in the transformation phase of the project.
Ensure that OHS teams meet all objectives, output, and accuracy targets.
Play a key role in ensuring that processes are carried out effectively with OHS, creating real improvements in cost performance, volumes, and productivity, demonstrating an ability to successfully introduce and manage change.
In addition, as directed by the Senior Service Delivery Manager, assumes responsibility for overseeing the management of the recruitment / training and /or the efficiency of the Overseas Healthcare teams.
In this role, you are accountable for:
- Contribute to the formulation of OHS objectives, KPIs, PPD and corporate business plans.
- Deliver OHS objectives through effective performance management of individuals and continuous performance improvement through process improvement projects.
- Implement national process / performance improvement initiatives within own OHS team, securing, measuring, and holding the gains.
- Co-ordinate and monitor the compilation and delivery of short term OHS plans, instigating corrective action as appropriate. Accurately compile and review long term plans.
- Ensure that their OHS team operates fully within the quality management system in place. Ensure that a continuous cycle of improvement is adopted and practiced within OHS with the full commitment of all staff.
- Responsible for staff appraisals, personal development and procedural training. Provide a second level of support through coaching and guidance on management issues whilst also ensuring line managers remain fully empowered in a supportive environment.
- An authorised signatory for overtime and bonus payments.
- Identify, implement, and evaluate value-adding business solutions through the use of project management principles and techniques. Ensure a supporting full risk management strategy is in place.
- Be a catalyst for change and innovation. Act as one of the lead change agents within OHS to ensure transitional change is introduced in a positive and constructive manner. Plan and implement a successful transition programme using all necessary resources available.
- Follow a communication strategy that ensures full staff participation. When required, act as a management sponsor of focal groups at local and national level. Draw up and own the required structure, project brief and framework for such groups. Ensure that any best practices highlighted are shared across the organisation.
- Live the values and behaviours that respect individuals dignity. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced in OHSs dealings with all its stakeholders.
- To participate in wider organisational activities where own recognised strengths may be utilised [e.g. project management skills]. Ensure full participation if selected.
- Be accountable for his/her own Personal Development needs in order to be fully equipped to meet future management and organisational needs.
- Manage within the Authoritys HR Framework to ensure that the business unit has a flexible, dynamic, and reliable work force that is equipped to meet all business demands.
- Deputise as required in the absence of Senior Service Delivery Managers.
- Carry out duties and responsibilities as required by the Senior Service Delivery Manager commensurate with the job grading.
Job description
Job responsibilities
Job purpose:
The post holder will work with the Head of Service and Senior Service Delivery Manager to deliver excellent service standards across all OHS business operations and take a leading role in the transformation phase of the project.
Ensure that OHS teams meet all objectives, output, and accuracy targets.
Play a key role in ensuring that processes are carried out effectively with OHS, creating real improvements in cost performance, volumes, and productivity, demonstrating an ability to successfully introduce and manage change.
In addition, as directed by the Senior Service Delivery Manager, assumes responsibility for overseeing the management of the recruitment / training and /or the efficiency of the Overseas Healthcare teams.
In this role, you are accountable for:
- Contribute to the formulation of OHS objectives, KPIs, PPD and corporate business plans.
- Deliver OHS objectives through effective performance management of individuals and continuous performance improvement through process improvement projects.
- Implement national process / performance improvement initiatives within own OHS team, securing, measuring, and holding the gains.
- Co-ordinate and monitor the compilation and delivery of short term OHS plans, instigating corrective action as appropriate. Accurately compile and review long term plans.
- Ensure that their OHS team operates fully within the quality management system in place. Ensure that a continuous cycle of improvement is adopted and practiced within OHS with the full commitment of all staff.
- Responsible for staff appraisals, personal development and procedural training. Provide a second level of support through coaching and guidance on management issues whilst also ensuring line managers remain fully empowered in a supportive environment.
- An authorised signatory for overtime and bonus payments.
- Identify, implement, and evaluate value-adding business solutions through the use of project management principles and techniques. Ensure a supporting full risk management strategy is in place.
- Be a catalyst for change and innovation. Act as one of the lead change agents within OHS to ensure transitional change is introduced in a positive and constructive manner. Plan and implement a successful transition programme using all necessary resources available.
- Follow a communication strategy that ensures full staff participation. When required, act as a management sponsor of focal groups at local and national level. Draw up and own the required structure, project brief and framework for such groups. Ensure that any best practices highlighted are shared across the organisation.
- Live the values and behaviours that respect individuals dignity. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced in OHSs dealings with all its stakeholders.
- To participate in wider organisational activities where own recognised strengths may be utilised [e.g. project management skills]. Ensure full participation if selected.
- Be accountable for his/her own Personal Development needs in order to be fully equipped to meet future management and organisational needs.
- Manage within the Authoritys HR Framework to ensure that the business unit has a flexible, dynamic, and reliable work force that is equipped to meet all business demands.
- Deputise as required in the absence of Senior Service Delivery Managers.
- Carry out duties and responsibilities as required by the Senior Service Delivery Manager commensurate with the job grading.
Person Specification
Qualifications
Essential
- Diploma in Management (or equivalent).
- Educated to degree level (or equivalent).
Desirable
- Post-Graduate qualification in relevant discipline
Personal Qualities, Knowledge and Skills
Essential
- Excellent verbal & written communication skills.
- Able to work on own initiative
- Ability to see wider implications, consequences and connections for all issues.
- Excellent presentation skills needed for presentations to large groups.
- Analytical Skills.
- Drafting and reporting skills.
- Presentation skills.
- Strategic thinking
- Ability to Manage Change.
- Flexible, Good Team Player. Well organised. Able to work to tight deadlines & prioritise tasks.
- Ability to handle sensitive or confidential information.
- IT Skills to enable full use of management information systems.
- Change management techniques
- Strategic Management.
- Knowledge of Quality Management Systems
Desirable
- IT Skills to enable full use of management information systems.
- Change management techniques.
- Strategic Management.
- Knowledge of Quality Management Systems.
Experience
Essential
- Extensive broad relevant management experience
- Experience of managing staff
- Experience of managing change
- Experience of performance management
Desirable
- Project management experience
- Budget management experience.
- Experience of working within NHS
Person Specification
Qualifications
Essential
- Diploma in Management (or equivalent).
- Educated to degree level (or equivalent).
Desirable
- Post-Graduate qualification in relevant discipline
Personal Qualities, Knowledge and Skills
Essential
- Excellent verbal & written communication skills.
- Able to work on own initiative
- Ability to see wider implications, consequences and connections for all issues.
- Excellent presentation skills needed for presentations to large groups.
- Analytical Skills.
- Drafting and reporting skills.
- Presentation skills.
- Strategic thinking
- Ability to Manage Change.
- Flexible, Good Team Player. Well organised. Able to work to tight deadlines & prioritise tasks.
- Ability to handle sensitive or confidential information.
- IT Skills to enable full use of management information systems.
- Change management techniques
- Strategic Management.
- Knowledge of Quality Management Systems
Desirable
- IT Skills to enable full use of management information systems.
- Change management techniques.
- Strategic Management.
- Knowledge of Quality Management Systems.
Experience
Essential
- Extensive broad relevant management experience
- Experience of managing staff
- Experience of managing change
- Experience of performance management
Desirable
- Project management experience
- Budget management experience.
- Experience of working within NHS
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
