Service Delivery Manager - Newcastle Upon Tyne

Service Delivery Manager – Newcastle Upon Tyne, NE1 6SN

Salary: £47,810 to £54,710 a year

Contract: Secondment

Working Pattern: Full-time

Reference Number: G9914-25-0158

Job summary
If you have exceptional communication skills, can build strong stakeholder relationships as well as evolve strategies that make a difference to service delivery, then the NHS Business Services Authority has an opportunity for you.
You will need to be able to plan, coordinate and lead on service related activity across multiple business areas, motivating teams who are not in your direct line management. You will deliver high-quality customer service and provide service reporting across our stakeholder groups. You will need to be driven, have the ability to manage multiple workstreams and champion continuous improvement.
This role is open to both sites in Newcastle Upon Tyne and Fleetwood.
What do we offer ?
o 27 days leave (increasing with length of service) plus bank holidays
o Flexible working (we are happy to discuss options such as compressed hours)
o Flexi time
o Hybrid working model (we are currently working largely remotely)
o Career development
o Active wellbeing and inclusion networks
o Excellent pension
o NHS Car lease scheme
o Access to a wide range of benefits and high street discounts!
Main duties of the job
Health & Community Services (H&CS) is within the Citizen Services directorate and is responsible for delivering the Healthy Food Schemes, Baby Loss Scheme and Medical Examiners Service.
H&CS has an opportunity to join their team as a Service Delivery Manager (SDM) on a 12 month secondment.
You will be responsible for overseeing the successful delivery of a service area/s, its continuous improvement, goal achievement and management of key internal and external relationships.
Stakeholder management skills are critical; you will work across internal directorates/teams as well as with wide-ranging stakeholders from across government departments, devolved administrations, NHS Arms-Length-Bodies, industry/business, as well as not-for-profit organisations.
You will therefore have exceptional communications skills with significant experience in relationship building, influencing others, negotiating, decision-making, presenting to others, as well as demonstrating composure when under pressure.
You will promote continuous improvement with a high focus on customer/stakeholder experience, service efficiency and service uptake to achieve service delivery goals.
You will have excellent organisational skills with the ability to prioritise multiple workstreams, identify risks, manage mitigation and progress.
There may be occasions for UK travel.
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 is 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 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.
We are people connected to care.
Job description
Job responsibilities
Full details can be found in the attached Job Description.
Job purpose :
1. Working with colleagues at all levels and business areas across the NHS Business Services Authority 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.2. Providing clear leadership, 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 and service delivery.
In this role, you are accountable for :
Stakeholder 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.
Contract Management
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 though engagement with the corporate Contract Management Team, or directly with the supplier.
Budget Management
Responsible for management of staff and non-staff budget. Monitor and control budgets ensuring that expenditure remains within acceptable tolerance at all times.
Reporting accurate budget information and working in partnership with Finance on forecasting and planning budget expectations.
Project Management
Responsible for management and delivery of projects from an operational perspective and in line with business plans.
Contribute to the production of mandates and full business cases.
Participate in the procurement process when new technology or changes to current systems are required. This would involve assisting with the specification of requirements, research and working with outside contractors.
Staff Management
Deliver operational objectives through performance management of direct reports (DRs) and through carrying out process improvement projects.
Demonstrates clear leadership and management skills and the ability to influence and persuade others and leads teams in the delivery of business objectives and strategy.
Responsible for setting clear objectives for direct reports and carrying out regular ORO reviews, developing and coaching direct reports to assist in delivery of business objectives.
Demonstrate support and guidance through the full application of all supporting tools and policies in place HR planning, Absence Management policy, policies, etc.
Responsible for identifying personal development needs and learning requirements to ensure DRs have the correct skills and competencies required for the role.
Provide guidance on management issues whilst also ensuring DRs remain fully empowered in a supportive environment.
Carry out disciplinary meetings, where appropriate. Ensuring that HR policy is followed to ensure consistency.
Ensure staffing levels and profile of staff meets the business requirements. Overall responsible for complaint handling, ensuring trends are analysed/identified and remedial action and improvement ideas are taken forward straight away. Ensure that the business unit working within has a flexible, dynamic and reliable work force that is equipped to meet our changing business demands.
Technology & IT
Responsible for ensuring that technology is appropriate to meet the business need and that IT systems meet specified operational and stakeholder requirements whilst identifying and instigating improvements.
Responsible for ensuring that systems are fully user tested prior to implementation. Establishes, directs and provides guidance to team testing IT systems. Identify, implement and evaluate value-adding new technology solutions through the use of project management principles and techniques.
Planning/Strategy/Performance
Preparation of short term to medium term operational and monitoring plans and taking necessary corrective action.
Have strategic input at times into prioritising longer term planning and activities in line with Corporate Business plans and Strategy.
Responsible for the analysis of complex data, monitoring and review of workloads to unsure predictions are up to date and accurate. Working with Workforce Planning Manager to deliver accurate staffing solutions to ensure workforce meets requirements. Ensure that performance against Key Performance Indicators across a wide range of work streams is achieved. Identifying opportunities for improvements and carrying out detailed analysis of trends. Take appropriate corrective or preventative action.
Communication Follow a communication strategy that ensures full staff participation and engagement. Hold regular team briefings/ focus groups to gain staff feedback and act upon trends and themes where appropriate. Works constructively with colleagues at all levels from other directorates and with external agencies from time to time.
Change Management/Strategic Management Be a catalyst for change and innovation. Act as one of the lead change agents to ensure transitional change is introduced in a positive and constructive manner. Plan and implement a successful transition using all necessary resources available. Ensure a supporting full risk management strategy is in place Monitor factors that may impact on the business, provide horizon scanning, trend analysis, researches and evaluates impact of policy/ regulation changes Ensure that the business unit operates fully within the quality management system in place. Ensure that a continuous cycle of improvement is adopted and practiced within the business unit and is one that receives the full commitment of all staff.
AOB
To participate in wider organisational activities where own recognised strengths may be utilised (e.g. project management skills). Ensure full participation if selected. Deputise as required in the absence of your Line Manager.
Carry out duties and responsibilities as required by your Line Manager commensurate with the job grading. Undertakes recruitment and selection when required.
Be accountable for ones 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 services have a flexible, dynamic and reliable work force that is equipped to meet our changing business needs.
Live the values and behaviours that respect individuals dignity. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced at times whilst dealings with our stakeholders.
Person Specification
Personal Qualities, Knowledge and Skills
Essential

• IT Skills to enable full use of management information systems.
• Change management techniques.
• Strategic Management
• Contract Management.
• Stakeholder Management.
• 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.
• 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.
• Able to travel both within a designated area and nationally.

Experience
Essential

• Broad relevant management experience.
• Experience of managing staff.
• Experience of managing change.
• Experience of performance management.
• Experience of workflow management and working across multiple work streams

Desirable

• Budget management experience.
• Project management experience

Qualifications
Essential

• Diploma in Management (or equivalent experience)

Desirable

• Educated to degree level (or equivalent).

**** When applying for this role, please read the Supporting Documents on the apply page. ***