Service Manager - Digital Clinical Division in London

Job summaryAn 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 jobThe 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.About usAt Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:Salary including High-Cost Area SupplementOpportunity to join the NHS Pension SchemeFree 24/7 independent counselling serviceLearning and development opportunitiesEasy and quick transport linksA range of attractive benefits and discountsAccess to Blue Light Card and other NHS Discount SchemesFree Pilates classesFull support and training to develop your skillsFlexible working friendly organisationAnd so much more! To see the full range of benefits we offer please see our Moorfields benefits document.DetailsDate posted16 October 2026Pay schemeAgenda for changeBandBand 7Salary
58,133 to 65,261 a year
Per Annum, Inclusive of HCAS
ContractPermanentWorking pattern

Full-time

Reference number273-DC- Job locationsCity RoadLondonEC1V 2PDUnited KingdomJob descriptionJob 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 timesReferral management and pathway efficiencyPatient experience and satisfactionService performance and operational effectivenessData 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.
Job description
Job 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 timesReferral management and pathway efficiencyPatient experience and satisfactionService performance and operational effectivenessData 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
EssentialEducated to degree level or equivalent knowledge, skills and management experiencePrevious operational management experience within the acute sector or similarly complex organisation.Knowledge and experience of service improvement tools and techniquesUnderstanding of HR processesDesirableKnowledge of Ophthalmology targets and pathways
Experience
EssentialProven track record of meeting significant national targetsExperience of implementing digital solutionsExperience of staff management, including setting objectives, team and individual appraisal, recruitment and disciplinary issuesDesirableProven track record of success in managing digital change.Budget management experience, including reducing costs, monitoring and determining corrective actionEvidence of report writing and presenting skills.
Skills
EssentialFull range of IT skills including MS Excel and PowerpointExcellent interpersonal and communication skills, including the ability to liaise effectively with a wide range of staff levels and professionsAbility to prioritise effectively in the face of competing demands, and work under pressure to strict deadlinesStrong leadership, negotiation and influencing skills with the ability to motivate and engage individuals and teamProblem solving skills: able to respond to unexpected issues, provide a first line response and identify appropriate sources of secondary support.DesirableAbility to analyse and interpret data and statistics e.g. activity trends, financial data
Person Specification

Education & Knowledge
EssentialEducated to degree level or equivalent knowledge, skills and management experiencePrevious operational management experience within the acute sector or similarly complex organisation.Knowledge and experience of service improvement tools and techniquesUnderstanding of HR processesDesirableKnowledge of Ophthalmology targets and pathways
Experience
EssentialProven track record of meeting significant national targetsExperience of implementing digital solutionsExperience of staff management, including setting objectives, team and individual appraisal, recruitment and disciplinary issuesDesirableProven track record of success in managing digital change.Budget management experience, including reducing costs, monitoring and determining corrective actionEvidence of report writing and presenting skills.
Skills
EssentialFull range of IT skills including MS Excel and PowerpointExcellent interpersonal and communication skills, including the ability to liaise effectively with a wide range of staff levels and professionsAbility to prioritise effectively in the face of competing demands, and work under pressure to strict deadlinesStrong leadership, negotiation and influencing skills with the ability to motivate and engage individuals and teamProblem solving skills: able to respond to unexpected issues, provide a first line response and identify appropriate sources of secondary support.DesirableAbility to analyse and interpret data and statistics e.g. activity trends, financial dataDisclosure and Barring Service CheckThis 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.Employer detailsEmployer nameMoorfields Eye Hospital NHS Foundation TrustAddressCity RoadLondonEC1V 2PDUnited KingdomEmployer's websiteEmployer detailsEmployer nameMoorfields Eye Hospital NHS Foundation TrustAddressCity RoadLondonEC1V 2PDUnited KingdomEmployer's website