Service Improvement Operational Lead–Case Management System Programme

Job description

Job responsibilities

Please see job description for full list.

Leading the redesign of processes and services to maximise benefits from the new CMS system, improving efficiency while maintaining quality.

Overseeing system design workplans and coordinating cross-functional teams for development, testing, and implementation, including User Acceptance Testing (UAT).

Managing risks and issues, developing mitigation plans, and resolving high-profile challenges to protect organisational reputation.

Ensure operational readiness by working with the training lead and key stakeholders to shape the workforce training strategy, support delivery, and oversee the development of user-focused training materials and staff briefings to embed new ways of working

Acting as a core Programme Board member, preparing reports, presenting updates, and ensuring agreed actions are implemented within Adult Social Care.

Working closely with senior leaders to align programme priorities with operational needs and resolve issues quickly.

Building strong relationships with stakeholders, elected members, and partners to support collaborative working.

Ensuring compliance with statutory requirements (Care Act, GDPR, safeguarding) and corporate policies.

Providing high-level advice to Directors and the Senior Leadership Team on programme progress and strategic implications.

Managing resources effectively, making informed decisions on staffing and budgets, and overseeing performance management to ensure expected outcomes.

Person Specification

Qualifications and Training

Essential

• Relevant professional registration and evidence of recent CPD.
• Management experience in statutory social care.

Desirable

• PRINCE 2 or equivalent level of experience obtained through operational delivery

Knowledge and experience

Essential

• Proven experience in Adult Social Care management, leading transformation and service improvement programmes, and managing staff effectively.
• Skilled in influencing change, overcoming resistance, and driving performance improvements.
• Strong understanding of relevant legislation (Care Act, GDPR, safeguarding) and improvement methodologies.
• Ability to assess complex issues, manage risks, and make evidence-based decisions.
• Experienced in partnership working at a senior level, including negotiation and stakeholder engagement
• Familiarity with IT systems and digital transformation in a social care context.

Desirable

• Being politically astute with an understanding of the political environment in which TSDFT, partners, and stakeholders operate.
• Developing and implementing innovative service models aligned with corporate and departmental objectives.
• Understanding of emerging research and best practices in risk assessment and safeguarding.
• Familiarity with data-driven decision-making and performance management.
• Sound financial management, including budget oversight and cost-saving initiatives.
• Governance and compliance requirements in a public sector setting.

Specific Skills

Essential

• Strong leadership, decision-making, and problem-solving skills.
• Excellent communication and influencing abilities across all levels
• Ability to work collaboratively with service users, carers, and professionals.
• Skilled in strategic thinking, planning, and prioritising under pressure.
• Competent in analysing and presenting complex information clearly.
• Commitment to inclusive, anti-discriminatory practice and cultural change.

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

Torbay and South Devon NHS Foundation Trust

Address

Union House

Union Street

Torquay

TQ1 3YA

Employer's website

https://www.torbayandsouthdevon.nhs.uk (Opens in a new tab)