Job responsibilities
Service Delivery Manager
(Job
Description)
Position:
Service Delivery Manager
Location:
Services within the BWPCA Portfolio
Hours:
40 hours per week
Contract:
12 months fixed term (with the possibility of
extension)
Salary:
£47,000-£50,000 DOE per annum (Band 7 Equivalent)
Reports to:
Head of Service Delivery
Accountable to:
BWPCA Board
Purpose of the role:
The post
holder will be responsible for day-to-day management of the services support
function of the organisation, ensuring that all related duties and
responsibilities are performed in an effective and timely manner.
The post
holder will be responsible for the management of the service & admin team,
including responsibility for their line management and supervision. Ensuring that
staff performance and sickness are managed appropriately.
The post
holder will be responsible for ensuring that the services meet KPIs and other
related targets in line with the agreed service plans and budgets. In
addition, you will ensure a streamlined approach for the development and
delivery of services, as well as promoting good customer service and
effective working relationships.
Furthermore,
you will support the Head of Service Delivery with wider service improvement
and other development processes, including the mobilisation of new services.
The Role and Responsibilities:
To be responsible for the effective management
of the services support function of the organisation.
Be responsible for the development and
delivery of new services, working under the - and the Head of Service
Delivery and alongside other members of the management team to deliver
against agreed quality, finance, and performance criteria.
Prepare reports, data, and other
information, including KPIs and external data submissions.
Responsible for providing a data reporting
function within the organisation, providing performance reporting for discussion
at Board meetings and other internal forums.
To be an active member of the
management team.
Oversee the on-call managers and
associated processes, ensuring that issues are reported and escalated
appropriately, and taking mitigating or remedial action as required.
Coordinate with the Strategy and
Executive team and work within the wider quality and governance frameworks of
the organisation.
This will include identifying areas for
improvement, resolving issues, and providing information for assurance
purposes to the Board.
Work to ensure budgets reflect the
requirements of the service in line with service plans and are consistent
with available resources.
Be responsible as a budget holder for
budget management for services in under the direction of the Head of Service
Delivery. This will include the delivery of cost improvement plans to achieve
efficiency savings.
Line management of all Support Officers/Service
Admin, supporting staff development and providing guidance and direction.
Ensure that staff rotas are updated in
line with the agreed service model and escalating issues where appropriate.
Ensure staff are up to date with
mandatory training.
Complete staff appraisals in
conjunction with the Head of Service Delivery.
Manage staff sickness including return
to work interviews and annual leave requests in conjunction with
organisational policy and procedures.
Identify and deliver team training
where required.
Ensure that the team meets all work-related
targets and that services are delivered in accordance with contractual
requirements.
Act as a single point for
communication, advising and disseminating information to reception and
administrative staff as required, modelling best practice.
Develop, implement, and embed efficient
operational processes and procedures adhering to relevant standards,
guidelines, and legislation.
Partake in audits as directed.
Champion continuous improvement, working
with other members of the management team and encouraging staff to
participate and make suggestions for continual improvement initiatives.
Coordinate the provision of services staff,
ensuring sufficient cover is provided for the periods of leave and other
staff absences.
Support the website and newsletter with
approved information from the Head of Service Delivery.
Ensure that the communication about the
organisation is clear, concise, and approved by the Head of Service Delivery before
being disseminated.
Share the learning of any incidents/complaints
at team meetings (where appropriate),
Support the Head of Service Delivery in
discharging responsibilities for Health and Safety
Delegate and oversee the processing of
workflow tasks and messages.
Run ad hoc and routine reports on the EMIS
clinical system and delegate and supervise this task to appropriate staff
within the team, validating the outputs as needed.
Liaise with practices and other
organisations where requested.
Ensure all tasks required of the services
team are covered in the absence of a member of the team.
Deputise as appropriate for the - where
appropriate.
Be flexible and adaptable to meet the
needs of the organisation.
Asset Administrator for rota management
system and other systems as appropriate.
Any other task commensurate with the
role as directed.
General Terms of
Reference: In
carrying out the above duties the post holder will:
Work flexibly across operational sites
as required.
Work flexibly within an agreed number
of hours of work to maintain the most appropriate level of service provision.
Maintain organisational confidentiality
and demonstrate discretion and professionalism in relation to sensitive data
and information.
Seek to improve personal performance,
contribution, knowledge and skills.
Assess own performance and take
accountability for own actions, either directly or under supervision.
Participate in appraisal, training and
supervision processes.
Ensure the implementation of all BWPCAs
policies including Equal Opportunities and Diversity, Confidentiality and
Safeguarding Children and Adults at Risk policies.
Follow safeguarding processes and
statutory authority child protection and protection of adults at risk
procedures.
Contribute to maintain safe systems of
work and a safe environment.
Undertake other duties appropriate to
the grade of the post.
Essential Skill & Qualities: The essential skills & qualities
we are looking for are:
Experience of Leading and coordinating
a team.
Degree
qualified or equivalent of 2 years experience in similar role.
Minimum requirement of GCSEs A-D
including a C in English or equivalent.
Intermediate Knowledge of EMIS Web.
IT literacy including excellent
proficiency in word processing, excel and data entry.
Good interpersonal skills and
willingness to work flexibly as part of a team.
The ability to respond to appropriate
requests for assistance, maintaining confidentiality whenever necessary.
Good organisational skills.
Confident and effective communication
skills, both verbally and in writing.
The ability to respond flexibly to the
demands of the post.
The ability to work as a member of a
team.
Show a capacity to work alone and the
ability to keep calm under pressure.
Understand and have a commitment to the
principles of equal opportunity and diversity.
Manage and prioritise multiple tasks.
Work confidently and accurately with
data and information to present an accurate picture of analysis.
Use a methodical working approach and
meet deadlines.
Be able to work under pressure and have
clear systems/strategies in order to prioritise workload.
Be proactive and able to use own
initiative to complete tasks and projects.
This
post is subject to a DBS check.
Amendments: This description accurately reflects
the present position, however, it may be amended and reviewed. Any change
will be made following a proper period of consultation.
