Job Summary
Working as part of a diverse team, our Service Delivery Managers will be responsible for ensuring we meet all operational and service objectives, and that they are delivered on time and within budget. You will play a key role in creating real improvements in quality and productivity within our Customer Operations.
The post holder will manage operational teams and successfully introduce and manage change by providing clear leadership and demonstrating flexibility and resilience.
Provide clear leadership to direct reports, being able to act as a change catalyst by demonstrating flexibility and agility, influencing others to think and work collaboratively, ensuring any change is introduced at pace in a positive manner, playing a key role in creating sustainable improvements in cost, performance, efficiency, and service delivery.
This position is Hybrid Working and is open at Bridge House and Hesketh House.
What do we offer?
- Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.
- 27 days leave (increasing with length of service) plus 8 bank holidays.
- Opportunities for development
- Active wellbeing and inclusion networks
- Excellent pension
- Various salary sacrifice schemes
- Employee Assistance programme, offering free 24/7 support for you and your loved ones
- Access to a wide range of benefits and high street and online discounts
Main duties of the job
Working with colleagues at all levels across customer operations services to ensure that all operational and service objectives are delivered on time and within budget, accountable for making sure KPIs are achieved and high quality services are delivered to all customers.
Provide clear leadership, acting as a change catalyst by demonstrating flexibility and agility, influencing others to think and work collaboratively, ensuring any change is introduced at pace in a positive manner, and playing a key role in creating sustainable improvements in cost, performance, and service delivery.
About Us
Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments, and much more. Our services are used by NHS organisations, contractors, and the public: we're proud to be part of something meaningful, that touches millions of lives. We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable, and Energetic. We care about our people, our purpose, and your progress. We strive to offer a fantastic colleague experience, where every colleague is heard, supported, and respected. Wellbeing, diversity, and inclusion are at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and try to offer a working pattern that suits you where possible, through hybrid working, flexible hours, and more. Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most. Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you. We are people connected to care.
Job Description Job responsibilities In this role, you are accountable for: Stakeholder and Contract Management
- Engaging with and working proactively with stakeholders to assess current services and performance, identify and implement improvement opportunities, and drive efficiencies, working towards common business goals and objectives.
- Responsible for maintaining positive relationships with a wide range of external suppliers, taking ownership for dealing with and resolving any performance issues.
- Ensuring contract delivery through engagement with the corporate Contract Management Team, or directly with the supplier.
Project Responsibilities
- Be part of the delivery of projects, including leading from an operational perspective projects on the NHSBSA strategic roadmap.
- Represent the service within projects; the specific role will be determined by the scale and complexity of each project.
- Lead on continuous improvement projects with the support of the Service Manager, including internal and external stakeholder engagement.
- Contribute to the production of mandates, spend control forms, and full business cases.
- Identify future opportunities for improvement projects.
- Participate in the process of implementing new technology or changes to current systems, including procurements, assisting with requirements specification, research, and collaboration with outside contractors and stakeholders.
Staff Management
- Deliver operational objectives through performance management of direct reports and process improvement projects.
- Demonstrate leadership and management skills, influencing and persuading others, leading teams to achieve business objectives and strategy.
- Set clear objectives for direct reports, conduct regular reviews, and develop and coach them to meet objectives and broaden their experience.
- Support and guide through HR policies, health and safety, and other applicable policies.
- Identify personal development needs and learning requirements to ensure staff skills support progression.
- Manage the deputy management programme effectively, working with staff to develop skills and support career progression.
- Provide guidance on management issues while empowering staff in a supportive environment.
- Conduct disciplinary meetings as appropriate, following HR policies for consistency.
Service Delivery
- Work with Workforce Planning Managers to ensure staffing levels meet business needs, managing relationships with recruitment suppliers.
- Manage complaints within the service area, analyzing trends and implementing remedial actions.
- Ensure a flexible, dynamic, and trained workforce capable of meeting changing demands.
- Address training needs using appropriate methods, including innovative approaches.
- Prepare operational and monitoring plans, taking corrective actions as needed.
- Contribute to longer-term planning aligned with corporate strategies.
- Promote and utilize data analytics to drive improvements.
- Achieve KPIs across work streams, analyzing trends and taking corrective actions.
Clients and Stakeholders
- Collaborate effectively with colleagues at all levels, both internally and externally.
- Build relationships with other organizations to share experience and improve services.
Additional Responsibilities
- Deputize as required in the absence of your Line Manager.
- Perform duties as required by your Line Manager, consistent with your role.
- Be responsible for your own personal development to meet future organizational needs.
Person Specification Qualifications
Essential- Diploma in Management (or equivalent experience)
Desirable- Degree level education (or equivalent)
Experience
Essential- Significant relevant management experience
- Experience managing staff
- Experience managing change
- Experience in performance management
- Experience in workflow management across multiple streams
Desirable- Budget management experience
- Project management experience
Personal Qualities, Knowledge, and Skills
Essential- Excellent verbal and written communication skills
- Ability to work on own initiative
- Understanding wider implications and connections of issues
- Strong presentation skills for large groups
- Analytical skills
- Reporting skills
- Strategic thinking
- Flexibility
- Team player
- Well-organized
- Ability to meet deadlines and prioritize
- Handling sensitive/confidential information
- Willingness to travel nationally
- IT skills for management information systems
- Change management techniques
- Strategic management
Desirable- Contract management
- Stakeholder management