Service Manager in Bridgend

This role provides an excellent opportunity for an experienced, motivated and passionate operational services manager to be responsible for the management of Specialty Medicine services across the three acute hospitals in CTM University Health Board.

The Specialty Medicine Directorate sits within the Unscheduled Care Group within CTM Health Board and covers the following specialties: Cardiology, Respiratory, Diabetes & Endocrine, Rheumatology, Sports & Exercise Medicine, Rapid Diagnostics, Neurology and Nephrology.

The successful candidate will have in-depth knowledge and experience of performance management and service development of a wide range of medical specialties, including managing referral to treatment performance and single cancer pathway management. We are looking for a manager who can come and make a difference to our team and provide inspirational leadership, alongside the day-to-day operational management.

The Service Manager will deputise for the Directorate Manager and have experience of managing teams, with the ability to maintain a supportive team environment and provide opportunities for continued learning and development.

In addition to the day-to-day management of the Directorate, the post holder will competently deputise for the Directorate Manager. The Service Manager will have managerial experience in leading teams, and will possess leadership skills to deal competently with difficult issues, ensuring that policy is implemented and performance managed on behalf of the Directorate senior management team.

Responsible for ensuring that their teams continually deliver improvements to patient services and staff working practices aligned to the principles of Values Based Practice. The post holder has line management responsibility for the Directorate support teams. Be part of Health Board Senior Manager On Call Rota.

Cwm Taf Morgannwg (CTM) University Health Board, part of NHS Wales, serves a large population across a diverse and beautiful region, steeped in history and heritage. With nearly 13,500 staff, our health board is one of Wales's largest employers. Together, we are Team CTM; a workforce dedicated to offering excellent patient care and support to the 450,000 people across our three regions, Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf. We operate three District General hospitals, several community hospitals, primary and community care facilities.

CTM's location offers the best of South Wales, just 20 minutes from Cardiff's vibrant city life, the natural beauty of the Brecon Beacons, and the serene coastline at Ogmore. Whether you enjoy lively urban amenities, peaceful countryside, or seaside escapes, our location makes an ideal setting for both work and personal life.

Our CTM 2030 Strategy—Our Health, Our Future—focuses on uniting our region around shared health and wellbeing goals. Our values guide us daily:

• We listen, learn, and improve
• We treat everyone with respect
• We work together as one team

CTM employees enjoy benefits including; a leading pension, generous leave, flexible work, career growth, and access to ongoing learning and development. At CTM, you'll find a welcoming, team-oriented workplace that values diversity and compassion, where you can take pride in your work and the difference it makes.

Welsh Skills Desirable: This post is advertised as Welsh Desirable. This doesn’t mean essential; whilst the candidate doesn’t need to have skills in Welsh, we’ll consider it an advantage when short-listing and selecting candidates. This isn’t fluency, just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health.

The post holder will:

• Ensure that services are patient-centred using feedback from data such as PREMS/PROMS and that a culture of continuous quality improvement and innovation is embedded.
• Establish effective working relationships with staff at all levels, and ensure they are developed and maintained.
• In partnership with clinical colleagues, ensure that activity and quality targets are achieved and develop action plans to manage variances and improvements.
• Ensure the achievement of objectives within the Directorate's performance framework, ensuring that approved budgets are spent effectively and in accordance with agreed procedures.
• Co-ordinate Directorate/Departments formulation of operational plans, ensuring that these contribute to the achievement of the Directorate Integrated Medium Term Plan and are supported by benchmarking and capacity planning models.
• Monitor and co-ordinate the implementation of risk management and clinical governance systems, ensuring a proactive approach to reduction of clinical risk, clinical effectiveness and a safe and healthy environment in line with the governance strategy.
• Develop Directorate-wide performance and service policies linking with the Directorate Manager when necessary.
• Interpret national policy and guidance and advise the Directorate on its implementation.
• Ensure that administrative/clinical pathways and procedures are continuously improved to support the delivery of efficient and effective services to achieve and maintain targets and internal performance measures.
• Where required, deputise for the Directorate Manager and be expected to work autonomously and make decisions when necessary.

In liaison with Business Partners, prepare Directorate activity and access plans to deliver targets and benefits, identifying the financial and capacity resources necessary to deliver these and implementing remedial plans when necessary. In liaison with clinical colleagues and the performance and contracting teams lead the preparation and delivery of Directorate service plans. Prepare Business Plans and Business cases for the Directorate including the identification of benefits and contribute to the development and delivery of the Integrated Medium Term Plan. Co-ordinate the development of cost and quality improvement plans for the Directorate. Identify cost improvements and innovations; manage stock levels, service developments and income generation opportunities. Support the development and delivery of cost improvement within the Directorate. Be responsible for budgetary management within the Directorate and ensure the achievement of financial balance. Prepare monthly activity and trend reports for the Directorate to enable accurate forecasting of performance against key financial, service and quality targets and standards.

Be accountable for delivering and monitoring performance against set targets (activity, finance, outcomes, and utilisation) across the Directorate. Monitor, control and report on activity against expenditure, working with delegated budget holders to ensure the delivery of balanced budgets. Be responsible for the effective management of establishment control within the Directorate's budget. Work directly with the Finance Business Partner regarding financial procedures, and use a balanced scorecard approach to provide monthly summaries of financial and activity performance for relevant meetings, highlighting areas of variance.

To lead, manage, motivate and develop staff to maintain high morale and a culture of openness, transparency and continuous improvement. Recruit and performance-manage all levels of staff within your area of Directorate responsibility. Ensure staff resources are utilised efficiently and equitably across services. Under the direction of the Directorate Manager, take delegated responsibility for Job Planning when required. Ensure robust systems and processes are in place to authorise the use of temporary staff, overtime and excess hours, and comply with the Health Board's control of temporary staff use. In conjunction with People Services develop workforce plans, employee engagement and workforce productivity plans to ensure delivery of the Workforce Strategy, focusing on enhancing staff commitment and productivity. Ensure staff management arrangements are consistent with Workforce policies and procedures and maintain good practice in recruitment, appraisal, performance management and other policies.

Contribute to the strategic planning of services, identify future resourcing requirements and ensure the Directorate meets contractual and other requirements. Deliver a responsive, high quality, value-for-money service within the Directorate. Monitor and take action to ensure that all quality, productivity and profitability targets are achieved. Develop best practice, service modernisation and improvement plans in line with strategy to enhance patient experience and value for money. Lead change programmes within the Directorate applying service redesign and change management principles and facilitate change across boundaries. Ensure governance of changes and projects with monitoring and mitigation of off-track areas.

Establish effective use of management information for problem solving and decision making. Ensure data quality standards are met and take corrective action. Use information to monitor trends in activity, finance, HR, incidents and complaints. Provide reports to Directorate and department teams with qualitative and quantitative data and present analysis clearly to engage action. Be a catalyst for positive feedback to staff on high performance.

Retain accountability for Governance, Risk Management and Health and Safety, ensuring standard processes are used throughout the Directorate. Support the development and delivery of the Governance agenda including clinical and non-clinical aspects of care and service; establish systems to monitor clinical standards and ensure high standards of care that are evidence-based and integral to service delivery, involving patients and others in developing services. Carry out regular reviews of incidents, complaints, risk assessments and other audits, ensuring appropriate follow-up is taken to address and reduce risk and that learning is disseminated. Lead on and support the Directorate Manager in integrating the work of medical, nursing, administrative and other professional/clinical staff and align around delivering effective and efficient services. Manage and coordinate designated administrative and managerial processes (e.g., complaints, critical incidents, safety alerts) and ensure systems provide required information. Chair and participate in committees and working groups, and deputise for the Directorate Manager as needed, ensuring a corporate approach.

First-class interpersonal skills with ability to gain and sustain credibility with clinicians/managers. Able to prioritise and manage the ongoing work of services and/or projects. Results-oriented and capable of delivering against targets and deadlines. Able to present well-reasoned arguments orally and in writing. Welsh Language Speaking/Listening Skills at Level 3 or above.

Significant experience within an NHS environment or complex organisation. Experience of analysing and interpreting information to identify and manage variances in performance and identifying solutions to deliver improvement.

Educated to Master's level or equivalent skills, knowledge and experience in administration/management or relevant subject matter. Management qualification or demonstrable management skills including effective people management including performance management and development. Demonstrable understanding of service improvement, evaluation and redesign. Experience of analysing and interpreting information to identify and manage variances in performance and identifying solutions to deliver improvement.

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.