Supplier Performance Manager

Job description

Job responsibilities

Job purpose:

The post holder has operational responsibility within the NHS ESR Central Team for ensuring that the delivery of the national workforce solution, by the Supplier, is maintained to the agreed Service or Operational Levels. The post holder is expected to ensure contractual performance is maintained by the Supplier in identifying failings, formulating rectification proposals, and driving through the required changes to restore and help maintain consistently high contractual levels of service by the Supplier. The post holder must ensure processes are working across the diverse range of services provided by the Supplier.

The post holder will be the Authority lead for all workforce solution service related activities and issues including performance management of the Supplier against multiple Performance Indicators ensuring contractual SLA compliance of production services as delivered by the Supplier. This will include:

Ensuring ongoing clear definition of Supplier obligations to the NHS resulting from any proposals to change the contracted service;

Performing quality reviews of Programme documentation to which they are assigned as a formal reviewer;

Reviewing and reporting on incident and problem trends highlighting any issues.

Conducting periodic audits of the supplier incident, problem, and change processes, and live issue escalations, and presenting findings to Authority Senior Management; and

Co-ordinating and monitoring business continuity activities ensuring that contractual obligations are fulfilled.

Developing and operating effective working relationships with all key stakeholders including NHS Business Services Authority, Department of Health and Social Care, and supplier representatives at a senior level ensuring the profile and perception of Service Management isenhanced with all stakeholders whether internal or external to the national workforce solution by delivering a professional service.

Acting as conduit between the operations and development streams of the ESR Team and the contract management function ensuring that the two remain aligned and that key operational decisions, made in the interest of the service, remain consistent with the contractual schedules and associated SLA;

Performing Quality Assurance reviews of monthly Performance Management reports and presenting outputs to Authority Senior Management Team;

Ensuring that the national workforce solution Supplier is performance managed to the contractual KPIs and other associated measures within the ESR Contract ultimately ensuring that the Authority is realising value for money and has full governance/audibility of the Programme spend of c£1.7B;

Retaining an overview of Non-Functional Testing required as part of the Contract;

Monitoring and reviewing contractually stipulated Anticipated Savings;

Monitoring and analysing supplier incident handling, progression, and escalations, to ensure optimal service levels delivered to NHS ensuring that issues and root causes are captured to the required standards;

Acting as initial point of contact (for the Supplier) on any issues relating to the national workforce solution Service ensuring that the information is circulated and escalated as required;

Liaising with Supplier to ensure service affecting incidents have minimal impact on the NHS and are managed to the agreed process and criteria (eg ITIL) including full appraisal of root causes, remedial actions and mitigations;

Investigating any variance in service levels;

Providing specialist input into key service processes (to include Problem and Incident Management) including quality assurance reviews of programme documentation, audit and analysis of incident/problem related data from the Supplier helpdesk system to provide both assurance to the Authority Senior Management Team and also to identify overall trends of service and hot topics;

Working collaboratively with the Supplier to construct and quality assure the monthly Performance Management Report ensuring that any remedial actions and/or rectification plans are in place;

Undertaking duties on behalf of the Authority with regard to security processes and incidents (including any reporting and reviewing of Supplier incident reports), security audits and any associated actions (eg actions from penetration testing);

Performing Quality Assurance reviews of monthly Performance Management reports and presenting outputs to Authority Senior Management;

Managing, on behalf of the Authority, service continuity arrangements, including regular maintenance and testing of disaster recovery plans;

Developing a strong working relationship within the programme team to ensure that the wider team members have an appreciation of the Service Management regime and their role/impact within it;

Together with the Supplier, developing, maintaining, and continually improving Service Management procedures and processes in line with the needs of the wider NHS;

Co-ordinating activities to develop, implement, andsupport Continual Service Improvement Plans;

Driving Supplier behaviour and continuous improvement via effective Performance Monitoring using best practice Service Management processes to ensure delivery of service. This may involve working with the Head of Finance and Commercials where the Service Penalty regime applies; and

Deputising for the Head of Finance and Commercials on issues associated with operational and service management.

Person Specification

Personal Qualities, Knowledge and Skills

Essential

• Knowledge of contracts and partnership working arrangements;
• Knowledge of IT Service Contracts
• Operational Service Management
• Knowledge and expertise in ITIL Service Management techniques
• Knowledge of and expertise in service management & service delivery of outsourced suppliers
• Computer literate in use of Microsoft Office Suite
• Excellent interpersonal skills and be able to communicate effectively at all levels in a multi-disciplinary environment
• Able to communicate effectively within large groups and board level meetings

Experience

Essential

• Senior level experience of Service/Operational Management within a high profile, business critical Programme Delivery/ITIL environment
• Experience of managing Service Level Agreements and KPIs
• Experienced in auditing a major Service provider including security, incident; problem; root cause analysis and change processes

Qualifications

Essential

• Degree level qualification
• Prince 2 Project Management - Foundation Level.

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

Home Based

Home Based

NE15 8NY

Employer's website

https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)