Job summary
We are seeking an experienced and motivated Service Delivery Manager to join our Specialist Medicine Division, supporting Endocrinology, Diabetes, Rheumatology, and Infectious Disease services. This is a key operational role ensuring smooth day-to-day running of outpatient services, compliance with performance targets, and delivery of high-quality patient care.
Main duties of the job
Lead and manage administrative teams to ensure efficient clinic operations.Oversee patient tracking lists (PTL), waiting list management, and RTT compliance.Drive service improvement initiatives and optimise workflows.Manage budgets and support cost improvement programmes.Line manage staff, conduct appraisals, and promote wellbeing.
Respond to complaints and incidents, ensuring governance standards are met.
About us
Join Imperial College Healthcare and become part of a community of 12,000 staff working with a wide range of partners to offer better heath, for life.
Formed in 2007, we are one of the largest NHS trusts in the country providing acute and specialist care to over a million patients each year in central and north London and beyond. With a global reputation for ground-breaking research and innovation as well as excellence in education, we offer huge expertise across a wide range of clinical specialities.
Alongside our five hospitals Charing Cross, Hammersmith, Queen Charlottes & Chelsea, St Marys and the Western Eye we have a growing number of community and digital services, reflecting our commitment to developing more integrated care with our partners. We also provide private healthcare at all of our hospitals (in dedicated facilities).
Together with Imperial College London and two other NHS trusts, we form one of six academic health science centres in the UK focussed on translating research into better patient care. We also host one of 20 National Institute for Health Research biomedical research centres in partnership with Imperial College London.
Our mission is to be a key partner in our local health system and to drive health and healthcare innovation, delivering outstanding care, education and research with local, national and worldwide impact
Job description
Job responsibilities
We are looking for an experienced and dynamic Service Delivery Manager to join our Specialist Medicine Division, supporting Endocrinology, Diabetes, Rheumatology, and Infectious Disease services. This is a pivotal role in ensuring the smooth day-to-day running of outpatient services, meeting national performance targets, and delivering high-quality patient care.
You will work closely with clinical teams, Business Managers, and divisional leadership to optimise service delivery, manage administrative teams, and lead improvement initiatives. This role requires strong leadership, excellent organisational skills, and the ability to manage complex operational challenges in a fast-paced healthcare environment.
Main Duties and ResponsibilitiesOperational Management
- Lead and manage administrative teams, ensuring efficient clinic operations and patient scheduling.
- Oversee patient tracking lists (PTL), waiting list management, and compliance with RTT and cancer targets.
- Investigate breaches in waiting time targets and implement corrective actions.
- Manage clinic cancellations and ensure continuity of care.
- Provide expert advice on outpatient access policies and ensure adherence to national guidelines.
Service Development
- Drive service reviews and implement improvements aligned with patient needs and Trust priorities.
- Support strategic planning for elective access across the Trust.
- Optimise Cerner workflows and other digital systems for improved efficiency.
- Lead change management initiatives to enhance service delivery.
Performance and Quality
- Monitor and report on performance metrics, escalating issues where necessary.
- Develop and maintain SOPs to meet best practice standards.
- Conduct audits and ensure compliance with governance frameworks.
- Respond to complaints and incidents proactively, using feedback to improve services.
Financial Management
- Manage delegated budgets effectively and support cost improvement programmes.
- Identify financial efficiencies and contribute to QIPP objectives.
- Ensure compliance with Trust financial policies and procedures.
Staff Management
- Recruit, induct, and develop administrative staff.
- Conduct appraisals, training needs analysis, and set performance objectives.
- Manage attendance and sickness in line with policy.
- Promote staff wellbeing, motivation, and alignment with Trust values.
Communication
- Act as a key liaison for performance and business discussions.
- Represent the service at internal and external meetings.
- Maintain effective communication with multidisciplinary teams and stakeholders.
Job description
Job responsibilities
We are looking for an experienced and dynamic Service Delivery Manager to join our Specialist Medicine Division, supporting Endocrinology, Diabetes, Rheumatology, and Infectious Disease services. This is a pivotal role in ensuring the smooth day-to-day running of outpatient services, meeting national performance targets, and delivering high-quality patient care.
You will work closely with clinical teams, Business Managers, and divisional leadership to optimise service delivery, manage administrative teams, and lead improvement initiatives. This role requires strong leadership, excellent organisational skills, and the ability to manage complex operational challenges in a fast-paced healthcare environment.
Main Duties and ResponsibilitiesOperational Management
- Lead and manage administrative teams, ensuring efficient clinic operations and patient scheduling.
- Oversee patient tracking lists (PTL), waiting list management, and compliance with RTT and cancer targets.
- Investigate breaches in waiting time targets and implement corrective actions.
- Manage clinic cancellations and ensure continuity of care.
- Provide expert advice on outpatient access policies and ensure adherence to national guidelines.
Service Development
- Drive service reviews and implement improvements aligned with patient needs and Trust priorities.
- Support strategic planning for elective access across the Trust.
- Optimise Cerner workflows and other digital systems for improved efficiency.
- Lead change management initiatives to enhance service delivery.
Performance and Quality
- Monitor and report on performance metrics, escalating issues where necessary.
- Develop and maintain SOPs to meet best practice standards.
- Conduct audits and ensure compliance with governance frameworks.
- Respond to complaints and incidents proactively, using feedback to improve services.
Financial Management
- Manage delegated budgets effectively and support cost improvement programmes.
- Identify financial efficiencies and contribute to QIPP objectives.
- Ensure compliance with Trust financial policies and procedures.
Staff Management
- Recruit, induct, and develop administrative staff.
- Conduct appraisals, training needs analysis, and set performance objectives.
- Manage attendance and sickness in line with policy.
- Promote staff wellbeing, motivation, and alignment with Trust values.
Communication
- Act as a key liaison for performance and business discussions.
- Represent the service at internal and external meetings.
- Maintain effective communication with multidisciplinary teams and stakeholders.
Person Specification
Skills/Abilities
Essential
- Ability to analyse performance data to
- identify areas for improvement
- Ability to present data in a way which
- makes it accessible for all
- PC literate with experience of spread
- sheets and data manipulation
- Ability to analyse, solve and develop
- practical and workable solutions to address
- them
- Ability to manage and deliver to deadlines
- and within resources
- A good understanding of the changing NHS
- environment
- Ability to inspire confidence and to lead
- staff, motivate and involve individuals and
- teams, and have them understand the
- Trusts and your performance expectations
- A commitment to improving patient services
- through an ability to sustain a clear
- performance focus on achieving demanding
- goals
- High level of work organisation, self motivation, drive for performance and
- improvement, and flexibility in approach
- and attitude
- Strong sense of commitment to openness,
- honesty and integrity in undertaking the role
Experience
Essential
- Relevant experience including direct
- line management responsibility
- Evidence of continuing professional
- development
- Experience of successful
- multidisciplinary staff management
- Experience of working in a complex
- environment
- Experience of managing budgets and
- resource allocation procedures
Qualifications
Essential
- First degree or suitable equivalent
- experience;
- Relevant postgraduate course or equivalent
Person Specification
Skills/Abilities
Essential
- Ability to analyse performance data to
- identify areas for improvement
- Ability to present data in a way which
- makes it accessible for all
- PC literate with experience of spread
- sheets and data manipulation
- Ability to analyse, solve and develop
- practical and workable solutions to address
- them
- Ability to manage and deliver to deadlines
- and within resources
- A good understanding of the changing NHS
- environment
- Ability to inspire confidence and to lead
- staff, motivate and involve individuals and
- teams, and have them understand the
- Trusts and your performance expectations
- A commitment to improving patient services
- through an ability to sustain a clear
- performance focus on achieving demanding
- goals
- High level of work organisation, self motivation, drive for performance and
- improvement, and flexibility in approach
- and attitude
- Strong sense of commitment to openness,
- honesty and integrity in undertaking the role
Experience
Essential
- Relevant experience including direct
- line management responsibility
- Evidence of continuing professional
- development
- Experience of successful
- multidisciplinary staff management
- Experience of working in a complex
- environment
- Experience of managing budgets and
- resource allocation procedures
Qualifications
Essential
- First degree or suitable equivalent
- experience;
- Relevant postgraduate course or equivalent
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.
