Senior Service Delivery Manager

Job description

Job responsibilities

In this role, you are accountable for:

Key Working Relationships

1. Reporting into Head of Customer and Contact Services including effectively identifying roles and responsibility, accepting this will be more relevant in the initial stages of this role. Maintaining this effective balance will be a key activity
2. To manage the SDMs to deliver optimum operational performance and support managers providing advice and direction where needed
3. Engaging with and working proactively with stakeholders to assess current services and performance, identify and implement improvement opportunities and drive efficiencies, working towards common business goals and objectives
4. Working with wider Citizen Services SMT and CCS Operational Management Team (OMT) and beyond ensuring that a collaborative and joined up approach is taken
5. Working across Team Manager group both in collaboration and independently of SDMs to ensure CCS performance is of a high standard and in line with target levels

Project Responsibilities

1. Be part of the delivery of projects, including leading from an CCS operational perspective for projects on the NHSBSA strategic roadmap
2. Identify how and who represents CCS on projects accepting that post-holder would not be that person on every project
3. Ensure that projects across CCS are aligned and that any impacts, benefits, issues that impact operational performance are visible and being managed effectively
4. Contribute to the production of mandates, spend control forms and full business cases, identifying where future opportunities exist for improvement projects

Staff Management

1. Establish and review areas of responsibility for Senior SDM and SDM roles ensuring that these are established and clear and that OMT are working effectively. Maintaining this effective balance will be a key activity.
2. Deliver operational objectives through performance management of direct reports (DRs) and through carrying out process improvement projects
3. Demonstrates clear leadership and management skills and the ability to influence and persuade others and lead teams in the delivery of business objectives and strategy
4. Responsible for setting clear objectives for direct reports and carrying out regular ORO reviews, developing and coaching direct reports to assist in delivery of business objectives and broaden their experience
5. Ensure a balance of workloads and responsibility exists across SDMs with regular reviews in place
6. Responsible for ensuring staff engagement is maintained across all of CCS, working closely with Head of Service, SDMs and wider management team to promote and maintain a high level of staff satisfaction
7. Ensure that a system of progression operates within Customer and Contact Services so that staff have a path of career progression defined within the service and that the correct support is provided to help staff develop. This will ensure a continuous supply of experience to enable staff to take opportunities without detrimental impact to the service
8. Demonstrate support and guidance through the full application of all supporting tools and policies in place HR planning, Absence Management policy, Health and Safety and all other applicable policies
9. Provide guidance on management issues whilst also ensuring DRs remain fully empowered in a supportive environment
10. Carry out disciplinary meetings, where appropriate. Ensuring that HR policy is followed to ensure consistency.

Service Delivery

1. Working alongside WFM Managers, to ensure staffing levels and profile of staff meets the business requirements and are delivered within agreed budgets set during the business planning process. Supporting and making decisions where required.
2. Working with the Head of Service the post holder will contribute to the on-going strategic development and further digitisation of the service.
3. Recognising where appropriate intervention is needed to align corporate services and CCS to ensure that performance, conduct or other issues that arise are managed effectively mitigating impacts to service.
4. Ensure that the service area of responsibility has a flexible, dynamic and reliable work force that is equipped and trained to meet our changing business demands.
5. Have strategic input at times into prioritising longer term planning and activities in line with Corporate Business plans and Strategy
6. Stay appraised of business insight by working closely with the Corporate Insight Team, Customer Resolution Team and Information Analysts as well as actively promoting and realising the increased use of data analytics across and within individual services and use this insight to assist and drive business improvements.
7. Ensure that performance against Key Performance Indicators across a wide range of work streams is achieved. Identifying opportunities for improvements and carrying out detailed analysis of trends. Take appropriate corrective or preventative action.
8. Monitoring performance standards across the service ensuring that Minimum Standards and PIP frameworks remain relevant and effective.
9. Support the business planning process ensuring insight is provided for staff requirements as well as volumetric service data. This will be achieved by making best use of management information while ensuring the data quality of this information.

Clients and Stakeholders

1. Works collaboratively and effectively with colleagues at all levels from internal and external stakeholders
2. Forms links with other organisations with the aim of sharing experience to improve services ensuring that CCS is aligned to best
3. Monitor, assure and support SDMs and CCS against MOUs with stakeholders ensuring a consistent approach is adopted as well as recognising where specific arrangements should be in place for certain stakeholders
4. Work closely with the Contract Management Team, Suppliers and Strategic Sourcing to ensure all service contracts are delivering what is required for the service.

Additional responsibilities

1. Deputise as required in the absence of your Line Manager
2. Carry out duties and responsibilities as required by your Line Manager commensurate with the job grading.
3. Be accountable for own Personal Development needs in order to be fully equipped to meet future management and organisational needs
4. Support the Head of Service in managing staff and non-staff budgets within CCS alongside the identification of cost reduction and other value for money initiatives.

Equality and Diversity

1. Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits of diversity.
2. When in contact with colleagues, customers, contractors and visitors, ensure that they are treated with dignity and respect.

Person Specification

Qualifications

Essential

• oDiploma in Management (or equivalent experience)

Desirable

• oEducated to degree level (or equivalent).

Experience

Essential

• oexperience of managing in a service delivery environment.
• oExperience of Customer or Contact Centre in a management role.
• oExperience of managing staff and performance management.
• oExperience of managing change
• oExperience of workflow management and working across multiple work streams

Desirable

• oBudget management experience.
• oProject management experience

Personal Qualities, Knowledge, and Skills

Essential

• oIT Skills to enable full use of management information systems.
• oChange management techniques.
• oStrategic Management
• oAble to work both on own initiative as well as collaboratively, empowering people.
• oAbility to focus on outcomes and strong decision making skills.
• oLead effectively with influence and impact at all levels.
• oEncourage a culture of challenge, innovation and agility
• oChampion a strong focus on strategic priorities
• oExcellent verbal & written communication skills
• oAble to work to tight deadlines & prioritise tasks.
• oAbility to handle sensitive or confidential information
• oAble to travel nationally

Desirable

• oContract Management.
• oStakeholder 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.

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

NHS Business Services Authority

Address

Bridge House

152 Pilgrim Street

Newcastle

NE1 6SN

Employer's website

https://www.nhsbsa.nhs.uk/what-we-do/work-us (Opens in a new tab)