Job summary
The Service Delivery & Relationship Manager will be primarily responsible for assuring the operational delivery of Leeds GP Confederation services; this includes managing a range of operational staff. They will be operationally responsible for the delivery of services within an agreed contract or portfolio.
Main duties of the job
The post holder will provide leadership and management skills to enable Leeds GP Confederation to meet its agreed operational aims and objectives within a financially viable, efficient, safe and effective working environment. The post holder will assure the operational delivery of services within Leeds GP Confederation. They will report on operational delivery and provide advice on risks and appropriate mitigation action plans.
They will ensure effective communication with internal and external partners including Primary Care Network leadership teams, GPs, Practice Managers, system partners, commissioners and other professionals to enable high quality, effective patient care. They will work closely with the Service Delivery & Performance Lead, Chief Operating Officer and Associate Director, Clinical Professions to enable operational service delivery.
The individual will need to be a highly experienced and resilient manager, have strong communication and relationship skills and be able to drive high levels of productivity within the service delivery teams. The individual will be a driven individual who is looking to build a secure and rewarding future, along with genuine development opportunities, in a forward-thinking provider of NHS services.
About us
Leeds GP Confederation is a notforprofit, memberled organisation uniting many GP practices across Leeds. Its aim is to strengthen general practice locally and make sure the collective voice of GPs in Leeds is heard at every level of the health and care system.
We support practices and Primary Care Networks (PCNs) to stay resilient and deliver highquality care. We do this by offering practices a wide range of services, resources, and expertise so they can focus on delivering care to their communities
Job description
Job responsibilities
TITLE: Service Delivery and Relationship Manager
DEPARTMENT: Operational Team
LOCATION: Leeds
HOURS OF WORK: Up to 37.5 hours per week
NATURE OF CONTRACT: Permanent
ACCOUNTABLE TO: Service Delivery & Performance Lead
Service Delivery & Operational Management:
- To be responsible for the operational management and delivery of services delivered by Leeds GP Confederation;
- Lead the effective and efficient operational delivery of the service, ensuring services are patient-focused, safe, and meet contractual and regulatory standards.
- Ensure adequate leadership and guidance is provided to all operational team members in carrying out first line management responsibilities;
- Ensure all services provided are patient-focused, of high quality and optimise human, financial and other resources effectively and efficiently;
- Delivery of all services against contractual requirements including KPIs; attending contract review meetings as needed;
- Ensure the provision of regular management and contractual reports for service;
- Ensure services are delivered in line with regulatory compliance; in particular CQC regulations;
- Delivery of agreed reporting metrics to support the delivery of high quality, patient centred services;
- Ensure service development and delivery is in accordance with local and national guidelines;
- Routinely monitor and assess service performance against patient access and demand management targets;
- Monitor and evaluate performance of the operational team against objectives; identify and manage change;
- Ensure that services are delivered within budgets, seeking to maximise financial efficiency;
- Maintain and promote a culture of continuous improvement, innovation, and clinical excellence across the service.
- Ensure seamless working with the wider Leeds GP Confederation teams.
Relationship & Stakeholder Management:
- Act as the primary relationship lead between Leeds GP Confederation, commissioners, Primary Care Networks, GP Practices, third sector, system partners, and other external stakeholders to ensure collaborative service delivery.
- Develop and sustain strong working relationships with GP practices, practice managers, community providers, and partner organisations, promoting integrated and high-quality patient care.
- Represent Leeds GP Confederation at local and regional meetings, partnership boards, and collaborative forums to strengthen service visibility and influence.
- Proactively engage with external partners to identify opportunities for service development, joint initiatives, and pathway improvements.
- Communicate effectively with external stakeholders to manage expectations, resolve issues, and maintain confidence in service delivery.
Contract & Performance Management:
- Manage delivery against contractual obligations, ensuring all reports, KPIs, and governance submissions are accurate and timely.
- Identify and escalate contract risks, developing mitigation plans and working with providers to implement solutions.
- Support the ongoing evaluation and refinement of service delivery models to ensure contractual compliance and financial sustainability.
- Lead on the analysis and reporting of performance data, providing clear insight and recommendations for improvement.
Quality Assurance & Clinical Governance:
- Ensure effective systems are in place for clinical quality, safety, and performance monitoring, working closely with providers and clinical leads.
- Oversee implementation of recommendations from audits, incidents, complaints, and patient feedback to drive quality improvement.
- Promote a learning culture that supports staff development, reflection, and accountability in delivering high-quality care.
Financial & Resource Management:
- Work with the Finance Team to manage budgets effectively and identify opportunities for cost efficiency.
- Ensure optimal use of staffing and non-pay resources to deliver best value within financial constraints.
- Support business case development and funding proposals for service expansion or redesign.
Leadership & People Management:
- Provide visible leadership to operational and administrative teams, fostering a culture of performance, accountability, and professional growth.
- Support recruitment, and development of staff to maintain a skilled and motivated workforce.
- Promote staff wellbeing, engagement, and inclusion in line with Leeds GP Confederations values.
- Encourage collaborative working across internal teams and external partners to deliver seamless patient pathways.
Strategic Development:
- Contribute to the strategic planning and development of Leeds GP Confederation services, aligning local objectives with wider system priorities.
- Identify opportunities to enhance service provision and strengthen relationships across the Leeds healthcare system.
- Support innovation and digital transformation initiatives that improve patient access and operational efficiency.
Job description
Job responsibilities
TITLE: Service Delivery and Relationship Manager
DEPARTMENT: Operational Team
LOCATION: Leeds
HOURS OF WORK: Up to 37.5 hours per week
NATURE OF CONTRACT: Permanent
ACCOUNTABLE TO: Service Delivery & Performance Lead
Service Delivery & Operational Management:
- To be responsible for the operational management and delivery of services delivered by Leeds GP Confederation;
- Lead the effective and efficient operational delivery of the service, ensuring services are patient-focused, safe, and meet contractual and regulatory standards.
- Ensure adequate leadership and guidance is provided to all operational team members in carrying out first line management responsibilities;
- Ensure all services provided are patient-focused, of high quality and optimise human, financial and other resources effectively and efficiently;
- Delivery of all services against contractual requirements including KPIs; attending contract review meetings as needed;
- Ensure the provision of regular management and contractual reports for service;
- Ensure services are delivered in line with regulatory compliance; in particular CQC regulations;
- Delivery of agreed reporting metrics to support the delivery of high quality, patient centred services;
- Ensure service development and delivery is in accordance with local and national guidelines;
- Routinely monitor and assess service performance against patient access and demand management targets;
- Monitor and evaluate performance of the operational team against objectives; identify and manage change;
- Ensure that services are delivered within budgets, seeking to maximise financial efficiency;
- Maintain and promote a culture of continuous improvement, innovation, and clinical excellence across the service.
- Ensure seamless working with the wider Leeds GP Confederation teams.
Relationship & Stakeholder Management:
- Act as the primary relationship lead between Leeds GP Confederation, commissioners, Primary Care Networks, GP Practices, third sector, system partners, and other external stakeholders to ensure collaborative service delivery.
- Develop and sustain strong working relationships with GP practices, practice managers, community providers, and partner organisations, promoting integrated and high-quality patient care.
- Represent Leeds GP Confederation at local and regional meetings, partnership boards, and collaborative forums to strengthen service visibility and influence.
- Proactively engage with external partners to identify opportunities for service development, joint initiatives, and pathway improvements.
- Communicate effectively with external stakeholders to manage expectations, resolve issues, and maintain confidence in service delivery.
Contract & Performance Management:
- Manage delivery against contractual obligations, ensuring all reports, KPIs, and governance submissions are accurate and timely.
- Identify and escalate contract risks, developing mitigation plans and working with providers to implement solutions.
- Support the ongoing evaluation and refinement of service delivery models to ensure contractual compliance and financial sustainability.
- Lead on the analysis and reporting of performance data, providing clear insight and recommendations for improvement.
Quality Assurance & Clinical Governance:
- Ensure effective systems are in place for clinical quality, safety, and performance monitoring, working closely with providers and clinical leads.
- Oversee implementation of recommendations from audits, incidents, complaints, and patient feedback to drive quality improvement.
- Promote a learning culture that supports staff development, reflection, and accountability in delivering high-quality care.
Financial & Resource Management:
- Work with the Finance Team to manage budgets effectively and identify opportunities for cost efficiency.
- Ensure optimal use of staffing and non-pay resources to deliver best value within financial constraints.
- Support business case development and funding proposals for service expansion or redesign.
Leadership & People Management:
- Provide visible leadership to operational and administrative teams, fostering a culture of performance, accountability, and professional growth.
- Support recruitment, and development of staff to maintain a skilled and motivated workforce.
- Promote staff wellbeing, engagement, and inclusion in line with Leeds GP Confederations values.
- Encourage collaborative working across internal teams and external partners to deliver seamless patient pathways.
Strategic Development:
- Contribute to the strategic planning and development of Leeds GP Confederation services, aligning local objectives with wider system priorities.
- Identify opportunities to enhance service provision and strengthen relationships across the Leeds healthcare system.
- Support innovation and digital transformation initiatives that improve patient access and operational efficiency.
Person Specification
Experience
Essential
- Experience of working in a complex organisation within an operational capacity
- Experience and ability to demonstrate coping with change
- Experience of working successfully with a range of stakeholders both internal and external to the organisation
Desirable
- Experience of facilitating and influencing for outcomes without direct line management
Qualifications
Essential
- Educated to Degree level or equivalent level of experience
- Depth and breadth of awareness and understanding of key national policy initiatives affecting the NHS and Local Authorities.
- In-depth knowledge of General Practice and the emerging agenda and the challenges facing Primary Care.
- Evidence of continuing professional development.
Desirable
- Knowledge of Project Management
Person Specification
Experience
Essential
- Experience of working in a complex organisation within an operational capacity
- Experience and ability to demonstrate coping with change
- Experience of working successfully with a range of stakeholders both internal and external to the organisation
Desirable
- Experience of facilitating and influencing for outcomes without direct line management
Qualifications
Essential
- Educated to Degree level or equivalent level of experience
- Depth and breadth of awareness and understanding of key national policy initiatives affecting the NHS and Local Authorities.
- In-depth knowledge of General Practice and the emerging agenda and the challenges facing Primary Care.
- Evidence of continuing professional development.
Desirable
- Knowledge of Project Management
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.
