Service Implementation Lead in Wellington

The Service Implementation Lead is a delivery-focused role within the Digital & Transformation function, responsible for coordinating and supporting the implementation of PCN transformation programmes and agreed strategic priorities under the direction of the Digital & Transformation Manager and is accountable to the Senior Leadership Team. The post holder is responsible for supporting the Digital & Transformation Manager to plan, coordinate and deliver new programmes, services and service improvement initiatives across the network. The role provides hands-on project management expertise, ensuring projects are delivered to agreed timescales and quality standards, with a strong focus on effective implementation, consistent adoption across member practices and clear benefits realisation.

Working closely with practices and key stakeholders, the Service Implementation Lead will coordinate resources, manage risks and dependencies, and support the rollout of new systems and processes. The role also contributes to the development and embedding of consistent project management standards and quality assurance processes, ensuring change delivers measurable improvements in performance, quality and patient outcomes across the PCN.

Main duties of the job

• Project Management and Delivery: Lead and coordinate projects across the PCN, maintaining key documentation including PIDs, business cases, risk registers, RAID logs and project plans. Ensure robust governance through maintaining decision logs and escalating risks and issues appropriately. Monitor KPIs and success measures, manage dependencies across the project portfolio, and develop contingency plans to support delivery. Provide day-to-day coordination to ensure projects remain on track.
• Service Implementation: Manage the delivery of service improvement initiatives by developing detailed plans, coordinating resources across practices, and ensuring timely implementation. Work closely with stakeholders to support smooth rollout, resolve operational challenges, and promote consistent adoption of new processes. Provide hands-on support to Practice Managers, including guidance, coordination of implementation schedules, and delivery of training. Produce regular progress updates for senior leadership, using clear data and metrics.
• Performance and Quality: Support quality improvement through active participation in workshops and meetings. Implement quality assurance processes across projects, track and report on benefits realisation, and contribute to the ongoing development of the PCNs project management framework and standards.

About us

Newport and Central Primary Care Network (PCN) brings together four practices Wellington Road Surgery, Linden Hall Surgery, Donnington Medical Practice and Shawbirch Medical Centre to provide coordinated primary care services to around 60,000 patients across the locality. The PCN has developed a friendly and welcoming culture, where staff are encouraged to build strong relationships both within practices and across the wider team. There is a clear emphasis on being proactive in responding to the needs of the local population, with a focus on innovation, early intervention, and continuous improvement. The organisation promotes a supportive working environment, where colleagues are encouraged to share ideas, work collaboratively, and access development opportunities. This collective approach enables the PCN to deliver patient-centred care while supporting staff wellbeing and fostering a positive and inclusive team ethos.

Job responsibilities

The Service Implementation Lead is a delivery-focused role within the Digital & Transformation function, responsible for coordinating and supporting the implementation of PCN transformation programmes and agreed strategic priorities under the direction of the Digital & Transformation Manager and is accountable to the Senior Leadership Team. The post holder is responsible for supporting the Digital & Transformation Manager to plan, coordinate and deliver new programmes, services and service improvement initiatives across the network. The role provides hands-on project management expertise, ensuring projects are delivered to agreed timescales and quality standards, with a strong focus on effective implementation, consistent adoption across member practices and clear benefits realisation.

MAIN DUTIES & RESPONSIBILITIES:

• Project Management & Delivery: Develop and maintain comprehensive project documentation including Project Initiation Documents (PIDs), business cases, risk registers, RAID logs, and project plans using appropriate PM tools. Maintain decision logs, and ensure appropriate escalation of risks and issues through defined governance structures. Monitor KPIs and success metric for each project. Develop contingency plans and actively manage project dependencies across the portfolio. Day-to-day coordination of project activities.
• Service Implementation: Manage the implementation of service improvement projects by developing detailed project plans, coordinating resources across member practices, and ensuring timely delivery of agreed solutions. Coordinate with member practices and stakeholders to ensure smooth implementation of initiatives. Manage project communications, resolve operational challenges, and ensure consistent adoption of new processes across the network. Support Practice Managers in implementing new systems and processes by providing hands-on guidance, coordinating rollout schedules, and delivering operational training. Provide regular implementation updates and progress reports to the senior leadership team using data-driven insights and clear metrics.
• Performance & Quality: Actively participate in workshops and meetings to support quality improvement and project implementation. Implement and maintain project quality assurance processes. Track and report on benefits realisation for all completed projects. Contribute to the development of the PCNs project management framework and standards.

Person Specification

Qualifications: GCSE grade A to C in English and Maths. Project management qualification (PRINCE2 Practitioner, PMP, APM PMQ, or equivalent).

Skills: Excellent communication skills (written and oral). Good knowledge of MS Office Word, Excel, Outlook, PowerPoint and using video calling software e.g., MS Teams. Effective time management (planning and organising). Courteous, respectful and helpful at all times. Excellent coordination and organisational skills with the ability to manage multiple implementation projects simultaneously. Able to support people in a way that inspires trust and confidence, motivating others to reach their potential. Ability to use own initiative, discretion and sensitivity. Ability to work as a team member and autonomously. Ability to recognise personal and role limitations and seek assistance when required. Strong practical problem-solving skills and the ability to overcome implementation barriers. Ability to follow policy and procedure. Commitment to reducing health inequalities and proactively working to reach people from all communities. Knowledge of Quality Improvement approaches.

Experience: Experience working within a Primary Care setting. Experience of independent project management. Experience of using EMIS Web. Experience of working within a multi-disciplinary team. Experience within a primary care network or similar collaborative healthcare model.

Personal Qualities: Flexible and co-operative. Self-motivated. Forward thinking. Ability to work under pressure. Confident and active communicator.

Disclosure and Barring Service Check: 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.

£17 to £19 an hour (Subject to PCN ARRS banding)