Service Delivery Manager

Job description

Job responsibilities

This role is suitable for experienced managers with a track record of customer delivery and service management, or those wishing to progress their career with experience of staff management, customer relationships and project delivery.

The below is an outline of the broad tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.

1. Accountable and Responsible
   • Liaise with the organisational and departmental customer base to gather requirements and develop high quality reporting solutions for agree KPIs and team performance.
   • Lead the development, maintenance, enhancement and documentation of the systems and protocols in use by the Data Services Team.
   • Plan and lead a broad range of complex Data Services projects across the service to develop and deliver effective support to CSU customers.
   • Manage staff, programmes and projects or ongoing work-streams that address key BI and analytical needs of the CSU and its customers.
   • Ensure compliance with all data management standards and information governance requirements by data management staff.
   • Lead and develop the operational support framework for delivery of CSU information systems and services.
   • Effectively manage the implementation of data services strategies, policies, and processes.
   • Report and investigate any sub-optimal service delivery or failures in data systems to maintain core service delivery to customers.
   • Work with provider organisations to ensure that data delivered meets the requirements of the ICB customers as well as the needs of CSU processes.

• Strategic
  • Responsible for adhering to Business Intelligence Strategies in response to business and user needs.
  • Understand the policy environment, taking an overview of regional initiatives and developments and interpreting into local policy development.
  • The Identify opportunities to put in place services and technologies that will improve the experience for patients and enable clinicians and other staff to operate safely and effectively.
  • Actively contribute towards the development and implementation of the long-term strategy for Informatics.
  • Implement Informatics policies and/or service changes that will impact across the CSU and its customers.
  • Actively contribute towards the development of policies and processes on behalf of the CSU

• Business and Governance
  • Lead on data access policies within the department and to ensure the correct technologies are deployed to meet the requirements of any Information Governance and Data Security policies.
  • Provide detailed work plans to accommodate internal and external mandatory reporting requirements and data requests together with researching changing targets, benchmarking against NHS and Local Authority data sets and development of systems.
  • Take assigned programme leadership responsibilities for the development of new BI systems and capabilities, supporting improvement in business effectiveness and value for money.
  • Make a positive contribution to the development of improved data management & analysis methods and techniques, testing and spreading innovations.
  • Ensure compliance with all data management standards and information governance requirements across all Data Services sites.
  • Address and resolve any sub-optimal service delivery or failures in data systems to maintain core service delivery to customers.
  • Engage and give input towards the development of DSCRO capabilities, working with external suppliers/partners and internal project resourcing.
  • Apply expertise and knowledge of essential requirements and business processes to enable refinement and successful deployment of products.
  • Liaise with the technical leads of other departments to ensure interoperability.
  • Carry out advanced analysis & interpretation of complex information, presenting clear results to customers.
  • Manage staff, programmes and projects or ongoing work-streams that address key IM&T and analytical needs of ICB and CSU customers.
  • Make activity and other information available through web-based BI solutions.
  • Develop self-service reports for staff on all aspects of the departments data, lead and manage the deployment of reporting systems for the commissioning, contracting, finance and primary care functions within the CSU area.
  • Provide the senior expertise and knowledge to manage and develop the BI and DSCRO systems used in the processing and production of critical corporate information for ICB and other customers.
  • Lead the planning and provision of training on software systems and policies to other members of the Team and CSU and ICB colleagues.
  • Support complex BI Service projects across the service to ensure development and delivery of effective support to ICB customers.
  • Service Delivery Management of dataflows from multiple sources/databases, to support a data warehouse and/or data capture environment for cross-organisational analysis and reporting.
  • Liaise directly with the Products and New Business Team to ensure parity and access of data utilising central data sets.

• Customer, supplier, and external engagement
  • Engage effectively with all customers and internal teams reliant upon Data Services inputs to develop a high quality and responsive relationship.
  • Liaise with IT support and external suppliers to ensure appropriate and timely support is accessed when required.

• Financial
  • Project briefs and cost schedules for all relevant portfolio projects, where required this includes supporting of the production of these documents.
  • Awareness of budgets for several services and projects under the responsibility of the Service heads, monitoring costs and expenditure.

• Leadership and Management
  • Manage, motivate, and develop staff within remit to ensure that they are able to undertake roles and responsibilities effectively, and can act as experts to other stakeholder groups.
  • This post manages a sub-team under the Senior Delivery Manager as part of Data Management and Architecture, including line management of staff across multiple sites.
  • Ensure all accountable staff are aware of corporate priorities, targets, and standards, and that these are reflected in their individual priorities and methods of working.
  • Ensure all accountable staff have up to date objectives and development plans, and that these are regularly reviewed and monitored.
  • Lead and motivate staff working in the Information and Data Management and Architecture team to ensure a high standard of professionalism, efficiency, and effectiveness in the delivery of these services, ensuring that activity is fully aligned to the CSU business requirements.
  • Line management leadership and support to Data Services staff, developing and providing effective performance management to team members.
  • As a member of the Data Management and Architecture team, provide direction and set standards to develop a high performing, customer focused team.
  • Flexibility to travel across the CSU geography on a regular basis.

• Key working relationships
  • Internal colleagues across South, Central and West Commissioning Support
  • External relationships
    • NHS England (National, Regional Office and Local Area Teams)
    • ICB Customers
    • NHS Trusts and Foundation Trusts
    • Social Enterprises
    • External Consultants
    • Strategic Partners
    • Suppliers and other Stakeholders

• Other
  • To carry out other appropriate delegated duties as required by the Manager.
  • The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation

Person Specification

Values & Behaviours

Essential

• Patient First - Customer Excellence
• Aspirational
• Collaborative
• Insightful
• Respectful

Education

Essential

• Educated to masters level or equivalent level of experience of working at a senior level in specialist area.
• Extensive knowledge of specialist areas, acquired through post graduate diploma or equivalent experience or training plus further specialist knowledge or experience to master's level equivalent

Desirable

• Prince 2 Foundation
• Prince 2 Practitioner
• Management Qualification

Knowledge & Experience

Essential

• Evidence of post qualifying and continuing professional development
• Must have an understanding of the background to and aims of current healthcare policy and appreciate the implications of this on engagement
• Should have an appreciation of the relationship between the Department of Health, the ICS/STPs and individual provider, local authority and commissioning organisations
• Strategic knowledge around the application of ETL frameworks, data warehousing methodology and associated enterprise data capture and reporting technologies.
• Evidence of specialist knowledge and expertise and experience in database design and development
• Specialist knowledge of some of the following: SQL, Oracle systems, Microsoft systems, SAP, Business Objects, SharePoint, Performance Point, PHP, Web development, Appache and other open source systems. This knowledge is site specific depending on BAU systems.
• Experience of successful delivery across the full software lifecycle, including scope and design, requirements specification, system development, testing and implementation.
• Advanced experience of data warehouse systems and ETL flows

Desirable

• Member of relevant professional body
• Knowledge of NHS information standards and requirements.
• Experience and understanding of a range of BI platforms (for example Tableau, Power BI, SSRS and/or Qlikview).
• Experience and understanding of multiple programming platforms including (but not limited to) object orientated code.

Skills & Capabilities

Essential

• Developed communication skills for delivering key messages to a range of stakeholders both internal and external (including outside the NHS) to the organisation, some at very senior level.
• Good presentational skills for conveying complex concepts
• Ability to use informed persuasion to influence others.
• Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery.
• Ability to understand a broad range of complex information quickly and making decisions where opinions differ/no obvious solution
• Evidence of planning and delivering programmes and projects and services on time.
• Evidence of planning and delivering programmes, projects and services on time using established project management techniques
• Abilities for financial and staff management
• Working knowledge of Microsoft Office with intermediate keyboard skills.
• Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
• Interpreting national policy for implementation
• Will consider the most effective way to promote equality of opportunity and good working relationships in employment and service delivery and has the ability to take actions which support and promote this agenda.
• Previously responsible for a budget, involved in budget setting and working knowledge of financial processes achieving financial target
• Excellent customer service skills; Team working skills; Self-motivated; Ability to move between details and the bigger picture. Demonstrates honesty and integrity and promotes organisational values.
• Self-motivated and Team working skills
• Ability to move between details and the bigger picture.
• Demonstrates honesty and integrity and promotes organisational values.
• Embrace change, viewing it as an opportunity to learn and develop
• Comprehensive knowledge and practical skills for developing an industry warehouse standards.

Desirable

• Experience and use of agile development techniques.
• Experience and use of agile development techniques.

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

NHS South Central and West Commissioning Support Unit

Address

Data Management & Architecture Service Delivery & Data Processing

Hybrid Working

Eastleigh

SO50 5PB

Employer's website

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