NHS Business Services Authority

Service Improvement Manager

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Job summary

The Change & Improvement Service within Primary Care Services Directorate is a fast paced, evolving and key part of our business that is responsible for driving change and service improvements that come from our sponsors and commissioners or are identified internally.

The Service Improvement Manager is an integral part of ensuring the services provided by NHS Primary Care Services deliver service excellence to its customers, and value for money for the NHS.

What do we offer?

o Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.o 27 days leave (increasing with length of service) plus 8 bank holidays.o Opportunities for developmento Active wellbeing and inclusion networkso Excellent pensiono Various salary sacrifice schemeso Employee Assistance programme, offering free 24/7 support for you and your loved oneso Access to a wide range of benefits and high street and online discounts

Main duties of the job

The role will lead a small team who are responsible for:

Responding to changes in policy and legislation - understanding the impact on our systems and processes and identifying the changes required.
Producing high level requirements and liaising with Digital Data and Technology (DDaT) colleagues or third parties to progress any necessary system changes.
Liaising with external system suppliers to ensure changes are communicated, understood and guidance updated accordingly.
Attending various working groups with DHSC, NHSE, CPE and System Suppliers to discuss issues, provide technical advice and guidance.
Leading on Service Reviews across PCS - supporting internal teams to identify efficiencies and improvements.
Working closely with PCS Product Owners to analyse data and performance information to proactively identify and resolve quality and performance issues on Primary Care Systems.
Taking an active role on Primary Care Transformation Projects helping to ensure business needs are understood, key areas for improvement identified and working closely with project team and suppliers to ensure there is no disruption to core services.
An understanding of Primary Care systems and environment is needed to undertake this role.

If you are interested in an informal discussion about this role please contact:

Susannah Clapcott, Operational Readiness Manager: susannah.clapcott@nhsbsa.nhs.uk

Ben Tindale, Senior Service Delivery Manager: ben.tindale@nhsbsa.nhs.uk

About us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.We are people connected to care.

Date posted

31 March 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,148 to £52,809 a year

Contract

Permanent

Working pattern

Full-time

Reference number

914-BSA7100003

Job locations

Stella House

Goldcrest Way, Newburn Riverside

Newcastle upon Tyne

NE15 8NY

Job description

Job responsibilities

In this role, you are accountable for:

1. Contributing to the delivery of assigned projects within time/cost/quality to achieved pre-agreed benefit.

2. Monitoring policy and regulations to ensure that NHSBSA Primary Care Services remains relevant to its environment.

3. Ensuring Prescription Services Business Rules Catalogue is in line with appropriate legislation and directions and ensuring systems are compliant.

4. Providing support and guidance for any data cleanse and quality assurance activities ensuring all staff are fully aware of any changes and inconsistencies which may require further analysis or system changes.

5. Working with Product Owners to analyse data and performance information to identify and resolve quality and performance issues on Primary Care Systems

6. Managing a selection of case files and using analytical and judgment skills to review information and assess data before presenting recommendations for further action.

7. Liaising with external stakeholders to agree requirements for changes in legislation / NHS directions that affect Primary Care Services systems.

8. Attending forums and representing NHSBSA Primary Care Services for Information Governance, including Information Security, Business Continuity, Records Management and compliance with Data Protection and Freedom of Information Acts.

9. Focussing on delivery methods that are fit for purpose and ensuring the agreed benefits are achieved and transitioned into the business.

10. Ensuring projects within the service area are prioritised and agreed with the Head of Service.

11. Ensuring learning from current/concurrent/closed projects informs the effectiveness of project delivery.

12. Monitoring/tracking and reporting of project progress to agreed standards and methods.

13. Providing assurance for the Primary Care Services about services delivered on its behalf by suppliers.

14. Act as Primary Care systems and service subject matter expert on behalf of Primary Care Services and the wider NHSBSA.

15. Manage all escalated issues and complaints for area of subject matter expertise.

16. Liaising internally and externally to assess requirements and impacts and advise as necessary on Primary Care systems and services.

17. Maintain significant relationships with stakeholders and clients in order to ensure NHSBSA interests are represented.

18. Act on behalf of Primary Care Services to support change processes, ensuring compliance with NHSBSA policies and procedures and supporting delivery of the change.

19. Present complex information to range of stakeholders with varying degrees of technical understanding

20. Line management of Service Improvement Team members