Service Manager - Digital Clinical Division

Join Moorfields Eye Hospital NHS Foundation Trust

At Moorfields, people’s sight matters—and so do the people who make it possible.

For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.

We’re also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we’re united by one mission—delivering world-class eye health, sustainably and at scale.

From 2027, we’ll move to our brand-new Oriel site in St Pancras, Camden—a state-of-the-art centre that will unite eye care, research, and education under one roof. This groundbreaking facility, developed in partnership with UCL Institute of Ophthalmology and Moorfields Eye Charity, will enable transformative innovation and collaboration like never before.

Could you be part of this future? Make us more.

Job Overview

An exciting opportunity has arisen within the Digital Clinical Services Division for a Service Manager to support the delivery and ongoing development of Moorfields’ digital transformation programmes and Moorfields hosted Single Point of Access.

The post holder will work closely with the Digital Clinical Services leadership team and be responsible for key service delivery areas, including Sparc (Single Point of Access for Referral and Communication), and service improvement initiatives. The successful candidate will support operational performance, governance and service development, working across organisational boundaries with clinicians, commissioners, community providers and other stakeholders to improve patient access, experience and outcomes. They will lead on achieving performance and quality targets, managing risks and delivering projects that support service sustainability and growth. The role includes responsibility for performance reporting, data analysis, financial monitoring, workforce management and stakeholder engagement. The post holder will be expected to identify and resolve operational challenges, implement service improvements and support the expansion of digital and community ophthalmology services across Moorfields and partner health systems. The ideal candidate will be an experienced operational leader with strong analytical, organisational and relationship management skills, and a commitment to delivering high-quality, patient‑centred services.

Main duties of the job

The post holder will support the delivery and performance of Digital Clinical Services programmes, including Sparc and other digital transformation initiatives. They will be responsible for the day‑to‑day operational management of designated services, ensuring high-quality service delivery and achievement of key performance indicators. The role will involve monitoring and reporting service activity, performance, demand and capacity, identifying opportunities for improvement and implementing actions to support service objectives. The post holder will lead and support service improvement and digital transformation initiatives to improve referral management, operational efficiency and patient experience. Working closely with clinicians, administrative teams, commissioners, providers and other stakeholders, the post holder will support collaborative service delivery and the implementation of new services and contracts. They will also support governance processes, including the management of risks, incidents, complaints and quality improvement actions. The post holder will provide leadership and support to administrative staff, including recruitment, staff development and performance management, and will support budget monitoring and resource planning. They will undertake projects and responsibilities as required to support the performance, sustainability and strategic development of Digital Clinical Services.

Working for our organisation

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Detailed Job Description And Main Responsibilities

• To be responsible for monitoring and analysing relevant service data, including activity, demand, capacity, KPIs and performance reports, ensuring data is validated and appropriate action is taken to resolve issues, with performance concerns escalated to the Lead Provider Development Manager where required.
• To support the delivery of contractual, operational and quality targets across Sparc and Digital Clinical Services, ensuring KPI breaches are avoided wherever possible and escalated appropriately when necessary.
• To lead on the monitoring and improvement of referral quality, working in partnership with clinicians, administration teams, commissioners, community providers and system partners.
• To work with patients, administrative staff, clinicians and external stakeholders to achieve sustained improvements in:
• Patient access and waiting times
• Referral management and pathway efficiency
• Patient experience and satisfaction
• Service performance and operational effectiveness
• Data quality and reporting
• To take a lead role in facilitating service improvement, pathway redesign and digital transformation initiatives across Digital Clinical Services.
• To support the mobilisation and implementation of new services, contracts and business development opportunities, contributing to the sustainability and growth of Sparc and other Digital Clinical Services programmes.
• To ensure that administrative functions are delivered to a high standard and that Trust policies, governance requirements and standard operating procedures are adhered to.
• To support the investigation of complaints, incidents and service issues, ensuring lessons learned are identified and improvement actions implemented.
• To manage and monitor delegated budgets and resources, supporting the achievement of financial and operational objectives.
• To provide line management, leadership and support to delegated administrative staff, including recruitment, induction, appraisal, training and performance management.
• To complete ad‑hoc tasks and projects at the request of the Lead Provider Development Manager to support the delivery, development and expansion of Digital Clinical Services.
• To deputise for the Lead Provider Development Manager where appropriate.

Person specification

Education & Knowledge

Essential criteria

• Educated to degree level or equivalent knowledge, skills and management experience
• Previous operational management experience within the acute sector or similarly complex organisation.
• Knowledge and experience of service improvement tools and techniques
• Understanding of HR processes

Desirable criteria

• Knowledge of Ophthalmology targets and pathways

Experience

Essential criteria

• Proven track record of meeting significant national targets
• Experience of implementing digital solutions
• Experience of staff management, including setting objectives, team and individual appraisal, recruitment and disciplinary issues

Desirable criteria

• Proven track record of success in managing digital change.
• Budget management experience, including reducing costs, monitoring and determining corrective action
• Evidence of report writing and presenting skills.

Skills

Essential criteria

• Full range of IT skills including MS Excel and Powerpoint
• Excellent interpersonal and communication skills, including the ability to liaise effectively with a wide range of staff levels and professions
• Ability to prioritise effectively in the face of competing demands, and work under pressure to strict deadlines
• Strong leadership, negotiation and influencing skills with the ability to motivate and engage individuals and team
• Problem solving skills: able to respond to unexpected issues, provide a first line response and identify appropriate sources of secondary support.

Desirable criteria

• Ability to analyse and interpret data and statistics e.g. activity trends, financial data

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.

Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.

Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at moorfields.recruitment@nhs.net.

Moorfields Eye Hospital does not charge applicants any recruitment or sponsorship fees. Our website and published contact details are the only authorised channels for applications and verification of job offers.

https://www.moorfields.nhs.uk/work-for-us

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• JD and Person Specification Digital Clinical SM (PDF, 312.6KB)
• MEH Staff Benefits (PDF, 919.1KB)
• MEH Privacy Notice (PDF, 138.0KB)

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