K2 Healthcare Ltd

Service Delivery Manager

The closing date is 11 September 2025

Job summary

The Service Delivery Manager role exists to support the delivery of the Federation and PCNs programmes and forms an integral part of the Federation Senior Operations team working alongside the Directors and Clinical Directors in the delivery of the PCN Directed Enhanced Service (DES) contract.

The Service Delivery Manager will provide effective day to day operational management to ensure the smooth running of the Federation and PCN services and programmes, overseeing its governance and administration.

The remit of this role will require attention to detail in the delivery of high-quality day to day operations.

Main duties of the job

  • Operational and HR Management
  • Governance
  • Quality
  • Performance Management & Finance
  • Relationship Management & Communications
  • Service Development

About us

K2 Healthcare Ltd is a GP federation constituted of 16 member GP Practices in South West Lincolnshire with two Primary Care Networks and supporting a population of 133,000 people. K2 works together to share resources and expertise that enable practices to provide shared services and business systems to provide the best possible care for our population, ensure sustainability, growth and value for GP practices and system partners within available resources. The Lincolnshire Integrated Care System sees us working in a provider collaborative with the Primary Care Network Alliance, Secondary Care, Community Health, Mental Health, Social Care as well as Local Authorities, and the Community and Voluntary Sector. How we do it is as important as what we do and relationships with our partners is at the core of everything we do.

Details

Date posted

28 August 2025

Pay scheme

Other

Salary

Depending on experience up to £60,000 depending on experience

Contract

Permanent

Working pattern

Full-time, Flexible working, Home or remote working

Reference number

B0238-25-0007

Job locations

K2 Healthcare Ltd

Unit 10, Chandlers Yard

Greyfriars

Grantham

NG31 6PG


Job description

Job responsibilities

The following details common, key activities that the Service Delivery Manager will complete within the responsibilities of their role. This is not intended to be an exhaustive list but is intended to help support and guide work.

Operational and HR management

  • Ensure effective operational administration and workflow processes to enable the smooth running of the Federation and PCN services and programme and delivery of the PCN DES contract and associated schemes, including but not limited to, the Enhanced Access scheme, CDC Physiological Measurements Service, UTC GP provision.
  • Ensure compliance with health and safety policies and procedures / best practice and ensure all staff, contractors, workers and members of the general public discharge them effectively.
  • Oversee the recruitment, induction and training and ongoing management of staff delivering the services for which the post-holder is responsible.
  • Line manager for the Federation staff delivering services for which the post-holder is responsible, including some ARRS roles e.g. clinical pharmacists, paramedic practitioners, MSK Practitioners.
  • Ensure robust HR policies and processes are implemented for Federation and ARRS staff, delivering the services for which the post-holder is responsible.
  • Manage risks, developing contingency plans with Senior Management.
  • Support the Federation and PCN Meetings and ensure that all actions are progressed as appropriate.

Governance

  • Work with other key Federation and PCN management to ensure and maintain effective governance processes so that the Federation adheres to the governance structure as set out in the network agreement, and other NHS contracts.
  • Alert other team members to issues of quality and risk.
  • Ensure the completion of audits as required and report the findings to the appropriate person/organisation within any time limits set.
  • Work to ensure equality and diversity legislation is adhered to in Federation and PCN activities that the post-holder is managing.

Quality

  • Work with Federation colleagues and Practice Managers to ensure adequate responses to complaints and Learning Events are completed.
  • Maintain a register of Learning Events associated with the services/contracts for which the post-holder is responsible for and work to implement the lessons from these events to minimise risk to the organisation and patients.
  • Use data and population health management / risk stratification tools to understand demand, capacity and activity and drive improvements in patient access, quality and outcomes, operational efficiency and staff experience at work
  • Work with practices to share best practice and improve quality indicators in areas by demonstrating best practice in areas such as IIF etc

Performance management & finance

  • Work with Federation and PCN staff to ensure national and local commissioner deadlines are met, or breaches of these deadlines are managed to optimise delivery and minimise risk to the organisation and patients
  • Produce performance and quality reports and systems on the delivery of the Federation schemes / ARRS staff to ensure the delivery of Federation/PCN objectives, indicators and targets.
  • Collate feedback/analysis data to report to the ICB and other organisations as required.
  • Provide and build upon key performance management data, as appropriate, including Investment & Impact Fund (IIF) indicators.
  • Oversee a programme of audits and surveys that support and evidence measures of improvement.
  • Ensure invoices/costs/payments associated with service delivery, are processed in collaboration with the Federation finance team in a timely fashion, identifying omissions, issues and concerns related to payments.
  • Monthly submission of timesheets for payment in a timely manner to ensure the smooth running of employee payments

Relationship Management & Communications

  • Work with the Directors to develop an effective communications strategy and ensure effective communication is maintained within the Federation and with commissioners and external stakeholders.
  • Work co-operatively with other PCN managers and member Practice staff and partners as required.
  • Encourage staff to collaborate through sharing information and intelligence.
  • Represent the Federation with partner organisations as required and agreed with the Directors
  • Listen and act on staff feedback from the frontline to build staff trust by adopting a proactive, facilitative approach.
  • Build relationships and facilitate cooperation between practices to support joint working where appropriate.

Service development

  • Maintain awareness of opportunities for Federation development including pilot projects for the ICS and work with the Directors to develop business plans / applications where appropriate with approval of the Federation Board.

Skills / Knowledge / Experience

  • Operational management skills
  • Analytical skills, dealing with highly complex information from multiple sources, which requires analysis, interpretation and will be used to inform service design.
  • Implementation of business cases and service proposals
  • Financial and resource experience and project budget control
  • Extensive, adaptable Practice Management skills and experience
  • Excellent communication skills and change management experience
  • Ability to deal with confidential and sensitive issues when liaising with team members and other professionals.
  • Capable of working with minimal supervision
  • The ability to travel independently as required
  • Excellent IT skills

Values, Behaviours

  • A credible leader by example who is persuasive in introducing new concepts.
  • Approachable, friendly, professional, and passionate about service delivery and project management.
  • Encourages and motivates people to work differently, challenge current practice, allowing positive risk taking and innovation to thrive.
  • Can make decisions that ensure the impact on different people is considered.
  • Acts collaboratively with authenticity, honesty, and integrity to build strong collaborative relationships and connectivity across local communities.
  • Is resilient, and relentless to deliver especially in difficult circumstances.

K2 Healthcare promotes the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010.

Job description

Job responsibilities

The following details common, key activities that the Service Delivery Manager will complete within the responsibilities of their role. This is not intended to be an exhaustive list but is intended to help support and guide work.

Operational and HR management

  • Ensure effective operational administration and workflow processes to enable the smooth running of the Federation and PCN services and programme and delivery of the PCN DES contract and associated schemes, including but not limited to, the Enhanced Access scheme, CDC Physiological Measurements Service, UTC GP provision.
  • Ensure compliance with health and safety policies and procedures / best practice and ensure all staff, contractors, workers and members of the general public discharge them effectively.
  • Oversee the recruitment, induction and training and ongoing management of staff delivering the services for which the post-holder is responsible.
  • Line manager for the Federation staff delivering services for which the post-holder is responsible, including some ARRS roles e.g. clinical pharmacists, paramedic practitioners, MSK Practitioners.
  • Ensure robust HR policies and processes are implemented for Federation and ARRS staff, delivering the services for which the post-holder is responsible.
  • Manage risks, developing contingency plans with Senior Management.
  • Support the Federation and PCN Meetings and ensure that all actions are progressed as appropriate.

Governance

  • Work with other key Federation and PCN management to ensure and maintain effective governance processes so that the Federation adheres to the governance structure as set out in the network agreement, and other NHS contracts.
  • Alert other team members to issues of quality and risk.
  • Ensure the completion of audits as required and report the findings to the appropriate person/organisation within any time limits set.
  • Work to ensure equality and diversity legislation is adhered to in Federation and PCN activities that the post-holder is managing.

Quality

  • Work with Federation colleagues and Practice Managers to ensure adequate responses to complaints and Learning Events are completed.
  • Maintain a register of Learning Events associated with the services/contracts for which the post-holder is responsible for and work to implement the lessons from these events to minimise risk to the organisation and patients.
  • Use data and population health management / risk stratification tools to understand demand, capacity and activity and drive improvements in patient access, quality and outcomes, operational efficiency and staff experience at work
  • Work with practices to share best practice and improve quality indicators in areas by demonstrating best practice in areas such as IIF etc

Performance management & finance

  • Work with Federation and PCN staff to ensure national and local commissioner deadlines are met, or breaches of these deadlines are managed to optimise delivery and minimise risk to the organisation and patients
  • Produce performance and quality reports and systems on the delivery of the Federation schemes / ARRS staff to ensure the delivery of Federation/PCN objectives, indicators and targets.
  • Collate feedback/analysis data to report to the ICB and other organisations as required.
  • Provide and build upon key performance management data, as appropriate, including Investment & Impact Fund (IIF) indicators.
  • Oversee a programme of audits and surveys that support and evidence measures of improvement.
  • Ensure invoices/costs/payments associated with service delivery, are processed in collaboration with the Federation finance team in a timely fashion, identifying omissions, issues and concerns related to payments.
  • Monthly submission of timesheets for payment in a timely manner to ensure the smooth running of employee payments

Relationship Management & Communications

  • Work with the Directors to develop an effective communications strategy and ensure effective communication is maintained within the Federation and with commissioners and external stakeholders.
  • Work co-operatively with other PCN managers and member Practice staff and partners as required.
  • Encourage staff to collaborate through sharing information and intelligence.
  • Represent the Federation with partner organisations as required and agreed with the Directors
  • Listen and act on staff feedback from the frontline to build staff trust by adopting a proactive, facilitative approach.
  • Build relationships and facilitate cooperation between practices to support joint working where appropriate.

Service development

  • Maintain awareness of opportunities for Federation development including pilot projects for the ICS and work with the Directors to develop business plans / applications where appropriate with approval of the Federation Board.

Skills / Knowledge / Experience

  • Operational management skills
  • Analytical skills, dealing with highly complex information from multiple sources, which requires analysis, interpretation and will be used to inform service design.
  • Implementation of business cases and service proposals
  • Financial and resource experience and project budget control
  • Extensive, adaptable Practice Management skills and experience
  • Excellent communication skills and change management experience
  • Ability to deal with confidential and sensitive issues when liaising with team members and other professionals.
  • Capable of working with minimal supervision
  • The ability to travel independently as required
  • Excellent IT skills

Values, Behaviours

  • A credible leader by example who is persuasive in introducing new concepts.
  • Approachable, friendly, professional, and passionate about service delivery and project management.
  • Encourages and motivates people to work differently, challenge current practice, allowing positive risk taking and innovation to thrive.
  • Can make decisions that ensure the impact on different people is considered.
  • Acts collaboratively with authenticity, honesty, and integrity to build strong collaborative relationships and connectivity across local communities.
  • Is resilient, and relentless to deliver especially in difficult circumstances.

K2 Healthcare promotes the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010.

Person Specification

Experience

Essential

  • Experience of successfully working in an operational role at senior management level
  • Experience working within and influencing a team
  • Experience of chairing meetings, workshops
  • Experience of workforce planning, forecasting and development
  • Experience working with multidisciplinary teams

Desirable

  • Experience of Finance packages such as Xero
  • Experience of financial planning
  • Management experience in a healthcare setting
  • Experience of working in a healthcare setting

Qualifications

Essential

  • Good standard of education with excellent literacy and numeracy skills

Desirable

  • Educated to degree level in healthcare or business
  • Leadership and / or Management Qualification
  • HR Qualification

Skills

Essential

  • Strategic thinker and negotiator
  • Excellent communication skills (written, oral and presenting)
  • Strong IT skills (generic)
  • Excellent leadership skills
  • Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
  • Effective time management (Planning & Organising)
  • Ability to network and build relationships
  • Proven problem solving & analytical skills
  • Ability to develop, implement and embed policy and procedure
  • Ability to motivate and train staff
  • Approachable with the ability to listen and empathise
  • A solutions focused approach to problem solving

Desirable

  • Customer service and complaints resolution
  • SystmOne experience

Personal Qualities

Essential

  • Polite, confident, and resilient
  • Flexible and cooperative
  • Excellent interpersonal skills
  • Motivated and proactive
  • Ability to use initiative and judgement
  • Forward thinker with a solution focused approach
  • High levels of integrity and loyalty
  • Sensitive and empathetic in complex situations
  • Ability to work under pressure
  • Ability to drive and deliver change effectively
  • Ability to motivate teams, enhance morale and maintain a positive working environment,

Other Requirements

Essential

  • Flexibility to work outside of core office hours
  • Disclosure Barring Service (DBS) check
  • Always maintains confidentiality
  • Full UK driving licence
Person Specification

Experience

Essential

  • Experience of successfully working in an operational role at senior management level
  • Experience working within and influencing a team
  • Experience of chairing meetings, workshops
  • Experience of workforce planning, forecasting and development
  • Experience working with multidisciplinary teams

Desirable

  • Experience of Finance packages such as Xero
  • Experience of financial planning
  • Management experience in a healthcare setting
  • Experience of working in a healthcare setting

Qualifications

Essential

  • Good standard of education with excellent literacy and numeracy skills

Desirable

  • Educated to degree level in healthcare or business
  • Leadership and / or Management Qualification
  • HR Qualification

Skills

Essential

  • Strategic thinker and negotiator
  • Excellent communication skills (written, oral and presenting)
  • Strong IT skills (generic)
  • Excellent leadership skills
  • Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
  • Effective time management (Planning & Organising)
  • Ability to network and build relationships
  • Proven problem solving & analytical skills
  • Ability to develop, implement and embed policy and procedure
  • Ability to motivate and train staff
  • Approachable with the ability to listen and empathise
  • A solutions focused approach to problem solving

Desirable

  • Customer service and complaints resolution
  • SystmOne experience

Personal Qualities

Essential

  • Polite, confident, and resilient
  • Flexible and cooperative
  • Excellent interpersonal skills
  • Motivated and proactive
  • Ability to use initiative and judgement
  • Forward thinker with a solution focused approach
  • High levels of integrity and loyalty
  • Sensitive and empathetic in complex situations
  • Ability to work under pressure
  • Ability to drive and deliver change effectively
  • Ability to motivate teams, enhance morale and maintain a positive working environment,

Other Requirements

Essential

  • Flexibility to work outside of core office hours
  • Disclosure Barring Service (DBS) check
  • Always maintains confidentiality
  • Full UK driving licence

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.

Employer details

Employer name

K2 Healthcare Ltd

Address

K2 Healthcare Ltd

Unit 10, Chandlers Yard

Greyfriars

Grantham

NG31 6PG


Employer's website

http://www.k2healthcare.com/ (Opens in a new tab)

Employer details

Employer name

K2 Healthcare Ltd

Address

K2 Healthcare Ltd

Unit 10, Chandlers Yard

Greyfriars

Grantham

NG31 6PG


Employer's website

http://www.k2healthcare.com/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Commerical Director

Catherine Dickinson

catherine.dickinson1@nhs.net

Details

Date posted

28 August 2025

Pay scheme

Other

Salary

Depending on experience up to £60,000 depending on experience

Contract

Permanent

Working pattern

Full-time, Flexible working, Home or remote working

Reference number

B0238-25-0007

Job locations

K2 Healthcare Ltd

Unit 10, Chandlers Yard

Greyfriars

Grantham

NG31 6PG


Supporting documents

Privacy notice

K2 Healthcare Ltd's privacy notice (opens in a new tab)