Service Delivery Manager

NHS Business Services Authority

The closing date is 16 May 2025

Job summary

Working as part of a diverse team, our Service Delivery Managers will be responsible for ensuring we meet all operational and service objectives, and that they are delivered on time and within budget. You will play a key role in creating real improvements in quality and productivity within our Customer Operations.

The post holder will manage operational teams and successfully introduce and manage change by providing clear leadership and demonstrating flexibility and resilience.

Provide clear leadership to direct reports, being able to act as a change catalyst by demonstrating flexibility and agility, influencing others to think and work collaboratively, ensuring any change is introduced at pace in a positive manner, playing a key role in creating sustainable improvements in cost, performance efficiency and service delivery.

This position is Hybrid Working and is open Bridge House and Hesketh House.

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

Working with colleagues at all levels across customer operations services to ensure that all operational and service objectives are delivered on timeand within budget, accountable for making sure KPIs are achieved and high quality services are delivered to all customers.

Provide clear leadership, being able to act as a change catalyst by demonstrating flexibility and agility, influencing others to think and workcollaboratively, ensuring any change is introduced at pace in a positive manner playing a key role in creating sustainable improvements in costperformance and service delivery.

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

06 May 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,148 to £52,809 a year

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

914-BSA7131623

Job locations

NHS Business Services Authority

152 Pilgrim Street

Newcastle Upon Tyne

NE1 6SN

Job description

Job responsibilities

In this role, you are accountable for:

Stakeholder and Contract Management

1. 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.

2. Responsible for maintaining positive relationships with a wide range of external suppliers, taking ownership for dealing with and resolving any performance issues.

3. Ensuring contract delivery though engagement with the corporate Contract Management Team, or directly with the supplier.

Project Responsibilities

4. Be part of the delivery of projects, including leading from an operational perspective projects on the NHSBSA strategic roadmap.

5. Represent the service within projects and the specific role will be determined by the scale and complexity of each project.

6. Lead on continuous improvement projects with the support of the Service Manager, which will include internal and external stakeholder engagement.

7. Contribute to the production of mandates, spend control forms and full business cases.

8. identifying where future opportunities exist for improvement projects

9. Participate in the process when new technology or changes to current systems are required including procurements. This would involve assisting with the specification of requirements, research and working with outside contractors and stakeholders.

Staff Management

10. Deliver operational objectives through performance management of direct reports (DRs) and through carrying out process improvement projects.

11. Demonstrates clear leadership and management skills and the ability to influence and persuade others and leads teams in the delivery of business objectives and strategy.

12. Responsible for setting clear objectives for direct reports and carrying out reqular ORO reviews, developing and coaching direct reports to assist in delivery of business objectives and broaden their experience.

13. 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.

14. Responsible for identifying personal development needs and learning requirements to ensure DRs have the correct skills and competencies required for the role.

15. Ensures the deputy Management programme is managed effectively, working with DRs to ensure staff skills are being developed to support progression through the different bands and allow them move to the next level and create a pool of management resource.

16. Provide guidance on management issues whilst also ensuring DRs remain fully empowered in a supportive environment.

17. Carry out disciplinary meetings, where appropriate. Ensuring that HR policy is followed to ensure consistency.

Service Delivery

18. Working alongside Workforce Planning Managers, ensure staffing levels and profile of staff meets the business requirements. Including working closely with recruitment suppliers and managing that relationship effectively.

19. Responsibility for complaint management within their service area, ensuring trends are analysed/identified and remedial action and improvement ideas are taken forward straight away.

20. 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.

21. Ensuring that current and future training needs are met using the most appropriate delivery method, utilising innovate approaches where right to do so.

22. Preparation of short term to medium term operational and monitoring plans and taking necessary corrective action

23. Have strategic input at times into prioritising longer term planning and activities in line with Corporate Business plans and Strategy

24. Actively promote and realise the increased use of data analytics across and within individual services and use the data to assist and drive business improvements.

25. 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.

Clients and Stakeholders

26. Works collaboratively and effectively with colleagues at all levels from internal and external stakeholders.

27. Forms links with other organisations with the aim of sharing experience to improve services.

Additional responsibilities

28. Deputise as required in the absence of your Line Manager.

29. Carry out duties and responsibilities as required by your Line Manager commensurate with the job grading.

30. Be accountable for own Personal Development needs in order to be fully equipped to meet future management and organisational needs.

Job description

Job responsibilities

In this role, you are accountable for:

Stakeholder and Contract Management

2. Responsible for maintaining positive relationships with a wide range of external suppliers, taking ownership for dealing with and resolving any performance issues.

3. Ensuring contract delivery though engagement with the corporate Contract Management Team, or directly with the supplier.

Project Responsibilities

4. Be part of the delivery of projects, including leading from an operational perspective projects on the NHSBSA strategic roadmap.

5. Represent the service within projects and the specific role will be determined by the scale and complexity of each project.

6. Lead on continuous improvement projects with the support of the Service Manager, which will include internal and external stakeholder engagement.

7. Contribute to the production of mandates, spend control forms and full business cases.

8. identifying where future opportunities exist for improvement projects

Staff Management

10. Deliver operational objectives through performance management of direct reports (DRs) and through carrying out process improvement projects.

11. Demonstrates clear leadership and management skills and the ability to influence and persuade others and leads teams in the delivery of business objectives and strategy.

14. Responsible for identifying personal development needs and learning requirements to ensure DRs have the correct skills and competencies required for the role.

16. Provide guidance on management issues whilst also ensuring DRs remain fully empowered in a supportive environment.

17. Carry out disciplinary meetings, where appropriate. Ensuring that HR policy is followed to ensure consistency.

Service Delivery

19. Responsibility for complaint management within their service area, ensuring trends are analysed/identified and remedial action and improvement ideas are taken forward straight away.

20. 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.

21. Ensuring that current and future training needs are met using the most appropriate delivery method, utilising innovate approaches where right to do so.

22. Preparation of short term to medium term operational and monitoring plans and taking necessary corrective action

23. Have strategic input at times into prioritising longer term planning and activities in line with Corporate Business plans and Strategy

24. Actively promote and realise the increased use of data analytics across and within individual services and use the data to assist and drive business improvements.

Clients and Stakeholders

26. Works collaboratively and effectively with colleagues at all levels from internal and external stakeholders.

27. Forms links with other organisations with the aim of sharing experience to improve services.

Additional responsibilities

28. Deputise as required in the absence of your Line Manager.

29. Carry out duties and responsibilities as required by your Line Manager commensurate with the job grading.

30. Be accountable for own Personal Development needs in order to be fully equipped to meet future management and organisational needs.

Person Specification

Qualifications

Essential

1. Diploma in Management (or equivalent experience)

Desirable

1. Educated to degree level (or equivalent).

Experience

Essential

1. Significant demonstrable relevant management experience
2. Expereience of managing staff.
3. Experience of managing change.
4. Experience of performance management.
5. Experience of workflow management and working across multiple work streams.

Desirable

1. Budget management experience.
2. Project management experience.

Personal Qualitiies, Knowledge and Skills

Essential

1. Excellent verbal & written communication skills.
2. Able to work on own initiative.
3. Ability to see wider implications, consequences and connections for all issues.
4. Excellent presentation skills needed for presentations to large groups.
5. Analytical Skills.
6. Drafting and reporting Skills.
7. Strategic thinking.
8. Flexible.
9. Good Team Player.
10. Well organised.
11. Able to work to tight deadlines & prioritise tasks.
12. Ability to handle sensitive or confidential information.
13. Able to travel nationally.
14. IT Skills to enable full use of management information systems
15. Change management techniques.
16. Strategic Management.

Desirable

1. Contract Management.
2. Stakeholder Management.

Person Specification

Qualifications

Essential

1. Diploma in Management (or equivalent experience)

Desirable

1. Educated to degree level (or equivalent).

Experience

Essential

1. Significant demonstrable relevant management experience
2. Expereience of managing staff.
3. Experience of managing change.
4. Experience of performance management.
5. Experience of workflow management and working across multiple work streams.

Desirable

1. Budget management experience.
2. Project management experience.

Personal Qualitiies, Knowledge and Skills

Essential

1. Excellent verbal & written communication skills.
2. Able to work on own initiative.
3. Ability to see wider implications, consequences and connections for all issues.
4. Excellent presentation skills needed for presentations to large groups.
5. Analytical Skills.
6. Drafting and reporting Skills.
7. Strategic thinking.
8. Flexible.
9. Good Team Player.
10. Well organised.
11. Able to work to tight deadlines & prioritise tasks.
12. Ability to handle sensitive or confidential information.
13. Able to travel nationally.
14. IT Skills to enable full use of management information systems
15. Change management techniques.
16. Strategic Management.

Desirable

1. Contract Management.
2. Stakeholder 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.