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Service Manager
Cross Site – Lewisham and Woolwich, South London

Location:

Proposed start date: ASAP

Duration: 6 months with potential to extend

Band: 8A

Pay Rates: The client will be paying this directly, but they are looking to pay between £24 - £28ph depending on skill and experience

Working Days and Hours: Monday to Friday, 37.5 hours per week

Job Summary:

The Service Manager is a key management role and is responsible for the operational delivery of all aspects of a divisional service. The post holder will ensure that effective and efficient structures are in place to ensure that all standards of patient care are met and associated risk and governance matters are managed. The Service Manager will provide support in developing efficient and effective patient centred services in conjunction with the Lead Nurse, meeting key financial and operational performance targets, and putting in place effective processes for delivering national and local targets, reviewing the efficiency and effectiveness of services in terms of cost effectiveness, service improvement and financial flows

Job Duties:

To be responsible for daily/weekly/monthly reporting on service performance and supporting the Services in capacity planning to ensure sustained achievement of targets.

Plan and manage the implementation of projects to modernise services and to improve facilities and working practices to meet organisational and service delivery plans.

Lead on service transformation, overseeing significant and new service developments as required

Ensure strong financial service performance against plans through identification of problems at an early stage and the initiation of corrective action

Ensure effective communication systems are in place right through the services and between and across multidisciplinary teams, where relationships are key to the delivery of safe, effective and timely care to patients.

Service Management

Be responsible for the day to day efficient and effective operational management of all aspects of a designated service area, supporting the General Manager in all matters affecting the delivery of core divisional services.

Support clinical teams within the services to respond to operational issues on a day to day basis and ensure issues are swiftly resolved. To implement longer term solutions to issues raised, when required. These will range from basic administration issues to more complex approaches requiring the support and agreement of large teams of people and management of projects that deliver change.

Deal directly with key external stakeholders including NHS-England, Public Health England, local Commissioners, other external agencies and contractors as required.

Support the production of accurate and timely information for the national targets & audits.

Performance

Review and update administrative policies and procedures, and oversee the review and update of clinical guidelines, taking action as appropriate to enable continuous improvement of service quality.

Receive written and verbal daily monitoring reports on patient pathways in relation to Waiting Times targets. Inform any delay/obstacle on the patient pathway, ensuring

breach information is passed to the management team.

To ensure that the services meet pathway targets.

Human Resources

To be responsible for the full range of HR responsibilities within the Service, to include recruitment, induction, staff training, education and development, performance, discipline, grievance and appraisal, ensuring effective management of staff in line with Trust HR policies and procedures.

Service Quality and Clinical Governance

Review and maintain clinical standards in order to ensure that the highest standards are achieved in relation to Clinical Governance and national policies.

To ensure governance structures are in place in line with and in support of the Trust’s Governance structures.

To ensure full compliance with the Trust’s complaints procedure, and that actions arising are completed to improve the quality of service to patients.

Support investigation of any Serious Untoward Incidents (SUI) investigations.

To participate in clinical and operational/performance audit.

To monitor performance against health care standards and risk management standards and initiate appropriate action to ensure the standards are achieved and maintained.

Financial

Be accountable to the General Manager for the financial performance of key budgets delegated within designated divisional services, and to ensure that the services meet their financial targets, enabling the Trust to meet its own corporate financial obligations.

Identify cost pressures, service development and cost improvement plans, develop business cases to meet requirements and present to divisional Management Team as required.

Ensure that the Trust Standing Financial Instructions are adhered to and that all staff have an understanding of these instructions.

Essential Experience:

Must have at least 2 years experience working in the NHS as a Band 8A or above.

Recognised post-graduate management qualification or equivalent experience.

Significant experience working within and managing clinical Services

Significant experience of clinical performance management

Significant operational management experience to include the management of a large multi-disciplinary group of staff within a healthcare setting

Evidence of sound budgetary management experience

Experience in service redesign and project management

Experience of writing reports for high level committees and Trust Board

Experience of managing a busy administration workload with conflicting priorities

Experience of handling confidential and sensitive information in accordance with the Data Protection Act

Desirable Experience:

Experience of working with external organisations (CCGs, GP practices)

Experience in managing quality/ clinical audit/ clinical governance/ risk management issues

Knowledge and Personal Qualities:

Demonstrable ability to lead and influence

Quality focussed with an innovative approach and ability to solve complex problems

Ability to work under pressure and to prioritise duties

Excellent verbal and written communication skills

Strong customer service skills where negotiation and influencing skills may be required

Ability to plan, prioritise and organise a number of activities and continually reprioritise to meet tight, conflicting and often changing deadlines

Ability to analyse a wide variety of sometimes complex situations/ information and make decisions within agreed guidelines

Ability to write and present clear, concise reports and statistical information

Good influencing and interpersonal skills

Proven self-confidence and ability to confidently state own position on issues.

Flexibility – adapts to ensure achievement of objectives within constantly changing situations and environments.

Self-motivated – possesses high internal work standards, sets stretching yet attainable goals; wants to do things better and to measure progress against targets.

Motivation – driven by a genuine interest and concern for the quality and appropriateness of patient services