Programme Manager

Job description

Job responsibilities

Technical subject matter expertise

• Provide subject matter expertise (SME) in one or more of the following areas;
• Project and programme management (including agile methodology)
• Digital optimisation and transformation (Particularly in the deployment of AI or telephony)
• Evaluation and Measurement
• Design Thinking and Experience-based co design
• Patient and Public Engagement
• The development and implementation of Target Operating Models
• Commercial and contracting
• Lead on the production of effective governance and systems that enable a technology focussed programme to succeed
• Provide expertise on the adoption, deployment, and evaluation of web-based communication solutions including telephony, Epic MyChart, website optimisation, and generative AI
• Develop internal and external networks to support the consistency and quality of work aligned to the SME area(s) and maximise our impact and reputation.
• Expertly present findings and outcomes of the programme to executive level colleagues

Programme planning responsibilities

• Lead the development and utilisation of a strategy, aims and objectives for the Contacting GSTT Programme, ensuring alignment with Charity objectives to improve patient experience, the number of successful patient interactions, greater health equity, and reduced cost to serve

• Where necessary carry out analysis to develop business cases for new areas of work and document and present to relevant authorities using prescribed formats.
• Lead other members of the programme team in carrying out rigorous project planning, identifying all activities, setting milestones and identifying activity owners.
• Monitor and track project progress against the programme plan, making adjustments if targets are not met, and providing recommendations for adjusting plans, strategies or programmes to the relevant governance forum.
• Use project management experience and expertise to continuously improve the approach to project management and delivery.
• Use knowledge of change lifecycle to plan for and ensure sustainable change on this programme, and consider alignment with wider Trust initiatives (e.g. Admin Safety & other Ambulatory Transformation initiatives) to ensure outcomes of this work complement long term strategic objectives of the organisation

Manage programme risks and issues, maintaining logs and communicating escalations clearly

• Establish the appropriate governance structure for the programme, and mobilise relevant senior stakeholders to sponsor, lead the governance and drive the programme.
• Manage programme risks and issues, clearly documenting and communicating escalations to senior programme management as required.
• Work with Programme Leads, Workstream Leads, & Trust Executives to resolve and mitigate challenges.
• Escalate risks as appropriate to other governing bodies and relevant stakeholders across the organisation and externally.

Manage delivery of, dependencies and benefits across the programme

• Ability to understand and manage a highly complex and large-scale transformation programme, centred around the adoption and optimisation of new technology
• Identify and capture the detail of all interdependencies between workstreams and across the Programme in the overall plan; ensuring these are managed and progress accurately reported and flagging any risks associated with dependencies.
• Develop the measurement framework to baseline performance against agreed balanced metrics, track impact of the programmes and monitor the realisation of benefits; conducting primary and secondary research, audits and evaluations where required. The primary benefits of this programme are improved patient experience, increased successful patient interactions, improved health equity, and reduced cost to serve.
• Develop and implement data collection plans where there are gaps and provide a high level of analysis of large and complex data sets.
• Be responsible for ensuring data quality required by the programme

Programme facilitation, communication and relationship management

• Lead the design, planning and facilitation of workshops, meetings and events with stakeholders for the programme; ensuring breadth in participation, achieving forum objectives and producing quality outputs. There will be a particular emphasis on codesigning new solutions with patients and continually engaging with relevant special interest groups to ensure they are involved in all stages of the programme.
• Confidently and coherently present to Trust Operations Board, Trust Executive Committee, Clinical Groups and other relevant forums, including when communicating regular programme updates (incl. risks) to all stakeholders which would involve imparting sensitive and complex information.
• Build effective working relationships with divisions and other stakeholders using well developed communication skills to negotiate, influence and reach consensus across senior leaders and programme stakeholders.
• Use negotiation and persuasion skills to gain support for the programme across the breadth of stakeholders, including patients, providers and commissioners.
• Persuade project boards, governing stakeholders and staff of the importance of the programme, negotiate with Clinical Groups to secure support and resources, motivating them to be involved and provide input where needed. Communicate unwelcome news eg where technologies are not delivering results, and secure change in the face of resistance.
• Engage with relevant staff in divisions to identify issues with programme delivery and identify improvements that promote standardisation at an organisational level.
• Ensure transparent patient involvement and continual improvement of patient/carer (customer) experience, working with the Patient and Public Engagement Team where relevant, using the PPIE hub and tools and having a good understanding of the Duty to Involve patients in our programmes.
• Develop and maintain understanding of organisational goals, culture and constraints relevant to the Contacting GSTT Programme

Patient engagement, experience, and evaluation

• Play a leading role in recruiting patients who will be continuously engaged with during the development, testing, and validation of the new digital communication pathways
• Work with relevant workstream leads to engage with special interest groups to be involved in engagement activities so that we ensure developed solutions align with the Trusts commitment to improved Health Equity
• Utilise relevant existing patient networks across the Trust and externally to help support consistency and maximise our impact.
• Maintain close links with the PPIE team during the design and delivery of the programme
• Engage with an external provider to commission an evaluation on the impact this programme has to health equity

Resource management and team responsibilities

• To provide line management to other members of the Programme team. Provide support to the development of capability for more junior members of the team.
• Work with the Programme leadership team to ensure projects and programmes are appropriately resourced throughout their lifecycle.
• Manage the recruitment process of programme team members, working alongside HR as appropriate, ensuring all relevant HR procedures are followed.
• Plan and allocate staff and other resources for assigned workstream actions, monitoring work allocation and re-allocating as necessary to ensure effective resource utilisation and successful delivery to time, cost and quality.
• Manage blended transformation and improvement programme teams, including resource from CITI (Centre for Innovation Transformation and Improvement), clinical operational colleagues, external SMEs and other project resources are required.
• Ensure that workstream leads have clear responsibilities and timescales and are able to track and report delivery.
• Lead transformation and improvement as well as programme and project management training; supporting, mentoring and modelling best practice to both programme staff and external stakeholders and partners.
• Lead on capability development, training and growing a community of subject matter experts in relation to areas such as improvement science, Design Thinking, digital transformation, target operating model etc

Financial and supplier responsibilities

• Ensure that project related business plans are underpinned by detailed and robust financial plans through budget planning and negotiation of appropriate budgets.
• Ensure that any business cases produced in support of investments / disinvestments are in line with Trust policy.
• Act as the budget holder for responsible areas of the programme, managing, monitoring and reporting on spend against budgets and escalating any issues (in line with financial instructions); ensuring all project and programme resources fall within the agreed spend on resources.
• Leading the procurement of any services or suppliers that contribute to the delivery of programmes ensuring appropriate sign-offs (including the management of tenders).
• Manage key supplier relationships from a programme perspective. This should include monitoring against contract KPIs and working with the leadership of the team to escalate performance issues and supporting fast resolution of problems.
• Following the duration of the funding window, there will be an expectation that appropriate options appraisals and businesses cases will be developed to ensure sustain and scale of programme deliverables where appropriate

Programme administration

• Collaborate on the development and implementation of policies and procedures in relation to the delivery of the programme, which are consistent with Trust standards.
• Uses a range of IT applications to create high quality and engaging reports and maintain project information in line with best practice and established GSTTways of working. Practice effective document management to ensure appropriate access to a range of audiences.

See Job Description for Full Details

Person Specification

Education / Qualifications

Essential

• Educated to masters level and/or demonstrable experience at this level
• Highly specialist and expert programme management knowledge acquired through a programme-management qualification (such as MSP, PRINCE2, APM) or relevant experience
• Evidence of recent Continuing Professional Development
• Advanced skills in evaluation and assessment of patient information from a Health Equity perspective, to facilitate understanding the existing inequities in care we provide, and the impact on inequity of our projects/programmes

Experience

Essential

• Significant and demonstrable experience of managing digital transformation and innovation programmes in a complex organisation, including using capability building as part of 'hands on' delivery, and in the development and monitoring of output and outcome measures.
• Technical subject matter expertise skills acquired through demonstrable experience in one or more of the following; oDigital optimisation and transformation oDevelopment, testing, and deployment of AI solutions oTelephony systems and optimisation oEvaluation and Measurement oPatient and Public Engagement
• Experience of working with external suppliers of digital technologies and managing those relationships effectively for agreed outcomes and timelines
• Experience of adopting and developing previously untested technologies, working with end-users to improve and iterate the user experience
• Substantial Experience of managing and delivering across a range of acute hospital activity
• Comprehensive ability to present complex information in a high impact, understandable and concise manner, drawing on different writing styles including reports and presenting plans, procedures and strategies
• Responsible for developing and implementing improvement science and programme management policy and methodology across the Trust; contribute to developing and growing communities of practice in these areas and ensuring compliance with these approaches and policies.
• Significant experience of developing network relationships and working collaboratively effectively
• Substantial experience of staff leadership and management across programme and / or operational management
• Experience of designing engagement approaches with patients / end users of a service

Skills / Knowledge / Abilities

Essential

• Demonstrable experience to motivate and engage with individuals and teams and to challenge current ways of working and produce innovative solutions and ideas
• Experience of managing large, multi-stranded budgets from a range of income sources and demonstrable evidence of individual, team, financial, process and change management.
• Work exceptionally well in highly sensitive and high pressure environments
• Ability to work flexibly in a fast changing environment, prioritise workloads and resource them in response to changing demands and requirements.
• Ability to assimilate information quickly and make reasoned judgements whilst under pressure and working to strict deadlines
• Use advanced analytical and judgement skills including understanding and application of complex statistical and numerical data.
• Use of IT packages - advanced use of PowerPoint, outlook, excel and word
• Excellent strategic communication skills (written, oral, presentation, facilitation), networking and negotiation skills with a track record in consistently delivering performance targets and writing complex business cases, policies and change.
• Excellent interpersonal skills with an ability to manage conflict
• Strong ability to communicate clearly at all levels with both internal and external stakeholders
• Excellent report writing skills, with the ability to provide clear and concise management information
• Well organised, methodical and analytical
• Ability to plan and organise a varied workload effectively to meet deadlines in the short and long term and react to changing demands and work priorities
• Full understanding of confidentiality and data protection issues
• Creative, lateral thinker with an ability to generate solutions
• A flexible approach to the job with the ability to listen to ideas and respond in order to develop the approach to transformation
• High level understanding of technologies relevant to the improvement of patient communications including Telephony, Generative AI, or other relevant solutions

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust

Address

Education Centre

75-79 York Road

London

SE1 7NJ

Employer's website

https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)