Implementation Manager - Wales - Lancashire

Are you ready to make a real impact across the NHS? We are looking for forward-thinking, motivated professionals to join our team in a role that is central to both enhancing the current NHS workforce solution and preparing for the successful implementation of its future replacement. In this role, you will work directly with NHS organisations helping them to optimise their use of the Electronic Staff Record (ESR) solution to realise key business case benefits, establishing and running a new Readiness and Implementation Team.

Success in this role will rely on your ability to build trusted relationships with NHS organisations, acting as a visible ambassador and subject matter expert, bringing best practices to life and ensuring workforce systems are effectively adopted and embedded. You will lead on the delivery of service strategies and help NHS organisations get the most from the systems that underpin their people operations.

There are 5 roles available across the following areas: Midlands and East of England, South, London, Wales, National (England).

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

This is an exciting opportunity to lead meaningful change and play a key part in shaping the future of the NHS workforce landscape. You will bring operational leadership across current system optimisation and future solution implementation. Driving stakeholder engagement, you will use data and insight to inform your approach, conduct readiness assessments and manage delivery to ensure a smooth and effective transition from the existing system to the new one.

Key responsibilities include:

• Lead the optimisation of the current workforce solution (ESR) across a defined group of NHS user organisations, ensuring capabilities are fully utilised.
• Support the Implementation Lead in running the regional/project team, contributing to the development of strategic objectives and operational procedures to deliver readiness and implementation support.
• Use readiness frameworks to assess user organisations' preparedness for the future workforce solution and guide them through documentation and planning processes.
• Collaborate with the future supplier team through implementation and provide direct support to NHS organisations transitioning to the new system, helping identify dependencies and mitigate rollout risks.
• Develop and maintain reporting frameworks to support programme-level decision-making.
• Build and manage strong relationships across NHS regions, Integrated Care Boards (ICBs), Integrated Care Systems (ICSs), and with external suppliers.
• Influence and secure user organisation commitment to implementation activities.

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 are 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 will be empowered and supported to help your career grow.

As one of the UK’s Best Big Companies to work for, we are 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 is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We are committed to being a flexible employer and we 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.

Job responsibilities

In this role you are accountable for Operational Service Delivery & Optimisation:

• Responsible for the optimisation of the current workforce solution across the allocated sub-set of user organisations in maximising capabilities and achieving business goals.
• Providing specialist functional advice, support and guidance to NHS organisations in relation to the current workforce solution.
• Provide SME guidance and support to user organisations in the planning and successful execution of annual ESR assessments with user organisations.
• Encourage user organisations to identify areas where current workforce solution optimisation can support their strategic workforce objectives and provide enhanced project support for user organisations ongoing optimisation initiatives.
• Maintain a detailed technical and functional knowledge of the current workforce solution to influence senior stakeholders within user organisations in order to maximise the benefits offered through greater optimisation.

Management of the Implementation Function

• Supporting the Implementation Lead in the running of the Implementation function.
• Support the setting of strategic goals and operational procedures that will allow the function to provide comprehensive readiness and implementation support for user organisations.

Implementation of the Future NHS Workforce Solution

• Use the available readiness frameworks to evaluate user organisations preparedness for the future solution.
• Work with the future supplier team in delivering their responsibilities to deliver implementation waves, support user organisations in each wave to transition successfully to the future solution.

Data Insight & Reporting

• Responsible for the collection and sharing of data quality and insight for the current workforce system and user organisation readiness for the future solution.
• Support the creation of reporting frameworks on user organisations readiness that support decision-making into the programme and provide visibility across both current system optimisation and future implementation status and planning.

Stakeholder Relationship Management

• Build and manage relationships with the future supplier and within NHS regions, including ICBs/ICSs and user organisations at all levels and wider stakeholders to foster engagement and collaboration on both the current workforce systems optimisation and the future solutions design and rollout.
• Influence commitment from User Organisations to fulfil their roles in preparing for and implementing the future solution.
• Supporting organisations in their efforts to optimise the current workforce solution and the roll out of the future solution, escalating issues where required and representing the NHSBSA on regional and internal project boards as required.

Developing the capabilities of the User Organisations

• Use available frameworks to assess the change management, and wider capabilities needed for a user organisation to both optimise the current ESR solution and to successfully implement the future solution.
• Work with user organisations to encourage use of roll out materials, skills and/or products that will support their implementation, delivering sessions with user organisations as required.

Continuous Improvement

• Actively seek feedback and promote adaptability to continually refine processes, ensuring alignment with both user organisation needs and evolving system requirements.
• Maintaining an understanding of NHS terms and conditions of service and NHS workforce strategies and initiatives and a clear understanding of how NHS organisations work.

Line Management

• If, and when required provide line management capability, fostering a collaborative and supportive environment.
• Set clear goals, monitor performance, and provide coaching and development opportunities to ensure team members are equipped to meet both current and future demands.
• Encourage a culture of accountability, innovation, and continuous improvement.

Ways of working

• Work at all times collaboratively with all members of the Implementation team to foster a collaborative, coordinated and supportive environment.
• Communicating with all levels of NHS staff, all types of NHS organisations, and individuals associated with the service such as contractors or consultants.

Applications will be reviewed regularly and we may take the decision to close the advert early at any point up until the closing date, if we receive a high number of suitable applications. If you’re interested in this role, it’s important that you get your application in early to avoid missing this fantastic opportunity. The roles will be appointed on a permanent basis and are being recruited to support a specific workstream within the FWS programme, which is scheduled to run until 2030.

Person Specification

Qualifications

Essential

• Degree in relevant Discipline (e.g. Public Sector Management)
• Project Management Qualification - PRINCE2 Foundation or equivalent
• Evidence of Continued Professional Development

Desirable

• Masters Degree or Postgraduate professional qualification (e.g. MCIPD)
• Prince 2 Practitioner qualification
• Qualification in programme management, or a related discipline.
• Leadership qualification level 4 or above.
• Change Management qualification (e.g., PROSCI).
• Certification in Data Analytics or Data Management (e.g., Certified Analytics Professional).

Personal Qualities, Knowledge and Skills

Essential

• Project and Programme Management: Demonstrable skills in operational and programme management, project planning, and implementation, including creating frameworks, readiness assessments, delivery plans and monitoring progress.
• Delivery and Outcome Bias: Strong focus on the delivery of optimisation and implementation activities, achieving measurable outcomes and ensuring alignment between project deliverables and programme objectives.
• Stakeholder Engagement and Relationship-Building: Proven skills in building relationships and engaging stakeholders at senior executive leadership levels to foster collaboration and ensure shared goals are met.
• Data Analysis and Insight: Experience of delivery in data collection, quality management, and analysis to inform readiness assessment and implementation planning.
• Change Management: Experience in the application of change management principles and methods, in order to be able to work effectively with the future supplier and influence User Organisations to drive their organisational change journeys, manage resistance, and deliver skill development.
• Communication and Influence: Excellent communication skills with the ability to inspire and influence and secure buy-in from senior stakeholders and manage cross-functional relationships.
• Current workforce solution: Specialised technical expertise in the current workforce solution (ESR) to effectively engage with and influence user organisations.

Desirable

• Line management and Team Management: Demonstrates the ability to manage and mentor a team, ensuring they are aligned with both current system optimisation and the readiness and implementation goals for the future solution.
• Knowledge of Workforce Solutions/ERP Systems: Familiarity with workforce management, HR, or ERP system environments and an understanding of common challenges and best practices in system transition.
• Ability to operate in a complex and dynamic environment.
• Knowledge of the NHS landscape and the different organisation types that make up the NHS to support User Organisations in their readiness activities.
• Understanding of continuous improvement methodologies, such as PROSCI, Lean or Six Sigma, to support ongoing optimisation efforts.

Experience

Essential

• Demonstrated experience in a leadership role within an operational service delivery, programme management, or change management setting, ideally in technology or workforce solutions.
• Proven track record in managing system implementations and leading teams through significant transitions.
• Experience in stakeholder management and relationship-building at a senior executive level, with a focus on strategic engagement and collaboration.
• Experience with data insight and reporting to support decision-making and inform readiness and implementation strategies.
• Prior experience in supporting the establishment of a new function or programme area within an organisation.

Desirable

• Experience in an HR, workforce management, or Enterprise Resource Planning/Human Capital Management systems environment.
• Experience working in the NHS or public sector.
• Familiarity with continuous improvement methodologies (e.g., PROSCI Lean, Six Sigma).