Job summary
Are you self-driven, have excellent organisational, management and communication skills and are interested in a role that can make a real difference? Then this could be the perfect opportunity for you!
The Senior Service Delivery Manager (SSDM) is responsible for the successful day to day management of allocated services and will support the Head of H&CS. The holder of this post will provide direction and leadership to the H&CS management team, understanding the strategic view of the service and working closely with other teams and departments such as Customer Operations, Digital Services Commercial Services and Technology Solutions to ensure all services work towards common goals and the schemes within H&CS are effectively delivered.
The post holder will be proactive and is required to drive continuous improvements in the service, embedding themselves fully in the transformation work for H&CS, utilising specialist knowledge and data analytics to drive the schemes forward, considering political and operational constraints.
The postholder will forge successful relationships with all stakeholders including the Department of Health and Social Care (DHSC), other government departments and the Devolved Administrations. They will also work closely with our Communicators lead to ensure all communications are consistent and positively influence customer/beneficiary behaviour.
Please note this opportunity is a fixed term position for 12 months.
Main duties of the job
Responsible for the day to day management of allocated schemes within H&CS. Including providing Customer Operations, Digital Services Commercial Services and Technology Solutions strategic direction and ensure all departments and teams are planning effectively and working towards common objectives and goals as directed by the Head of H&CS .
Be forward thinking and continuously reviewing the effectiveness of the service and implementing changes and improvements to scheme uptake whilst positively influencing customer behaviour. This includes working with other business areas.
Work with external stakeholders, influencing decisions and having an in-depth knowledge of the potential impact of H&CS activities on other business areas, ensuring relevant communication between departments so resource needs can be considered, and action taken.
Actively promote and realise the increased use of data analytics within H&CS; demonstrate how we can examine large data sets and uncover hidden patterns, unknown correlations, customer trends & preferences and other useful business information to drive Policy change, change patient behaviour, positively influence recoveries and assist with business improvements.
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 take pride in being part of something so meaningful, that touches millions of lives. Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.
As one of the UK's Best Big Companies to work for, we're all 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 voice is heard, and every colleague is supported and respected.
Wellbeing, diversity and inclusion is at the center of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work. We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavor to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more. Ready to join us on our journey to be a catalyst for better health?Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for:
Supporting and reporting to the Head of H&CS.Responsible for the day to day management of allocated schemes within H&CS. Including providing Customer Operations, Digital Services Commercial Services and Technology Solutions strategic direction and ensure all departments and teams are planning effectively and working towards common objectives and goals as directed by the Head of H&CS .Be forward thinking and continuously reviewing the effectiveness of the service and implementing changes and improvements to scheme uptake whilst positively influencing customer behaviour. This includes working with other business areas.Apply knowledge and expertise to deliver major H&CS projects in line with strategic direction allowing H&CS development.Responsible for releasing sensitive information specific to H&CS to external parties ensuring the NHSBSA and specifically H&CS reputation is considered and does not lead to negative publicity whilst adhering to tight deadlines for both PQ's and FOI's.Provide direction to the management team; providing clear leadership, inspiring large numbers of staff, not directly within the H&CS reporting structure, to deliver great service, embrace change and meet targets.Work closely with IT and Digital Services on the provision of systems, making and influencing decisions to ensuring the overall strategic direction is followed.Work with external stakeholders, influencing decisions and having an in-depth knowledge of the potential impact of H&CS activities on other business areas, ensuring relevant communication between departments so resource needs can be considered, and action taken.Line management of Service Delivery Managers and possibly MI analysts, providing direction and encouraging them to be forward thinking, identifying trends and presenting options to the business to help achieve strategic objectives.Actively promote and realise the increased use of data analytics within H&CS; demonstrate how we can examine large data sets and uncover hidden patterns, unknown correlations, customer trends & preferences and other useful business information to drive Policy change, change patient behaviour, positively influence recoveries and assist with business improvements.Work with Head of Service to embed a strategy to effectively any identified fraud and error.Work with Customer operations to ensure operational performance is delivered against KPIs as agreed between DHSC and NHSBSA.Monitor KPI targets and influence any required remedial action.Be fully embedded into the H&CS project teams including with internal and external members, acting as a senior subject matter expert, driving changes in line with strategy and ensuring business impact of changes has been fully considered.Liaise with DHSC on issues that may impact on the delivery of business as usual services.16. Be aware of policy changes and consider impact on H&CS and work with relevant parties.Work with communications lead ensuring we are working towards common goals, providing advice on press releases and working together to identify areas to focus on to positively change patient behaviour.Identify operational risks early and through agreement with the Head of H&CS, record risks in the corporate risk log and ensure mitigating action is taken. Also ensure operational issues are identified and captured correctly and remedial action is taken to ensure resolution.Forge positive relationships by working collaboratively with NHSBSA colleagues, external stakeholders and suppliers, developing trusted business relationships.20. Benchmark other services and feed into H&CS.Must be able to provide and receive highly complex, sensitive or contentious information and negotiate with senior stakeholders on difficult and controversial issues.Be confident in decision making on difficult and contentious issues, using extensive knowledge of H&CS where there may be a number of courses of action, taking account the strategic direction of H&CS.Support the Head of Service in managing staff and non-staff budgets within H&CS alongside the identification of cost reduction and other value for money initiatives.Deputise as required in the absence of your Line Manager.In addition to the above accountabilities, as post holder you are expected to:Undertake any other duties and responsibilities as agreed with your line manager and commensurate with your role.Demonstrate the business values and behaviours in all aspects of your conduct at work.Ensure and maintain a safe working environment which reflects the business health and safety policies and practices.Be familiar with and adopt policies and practices governing finance, budgets and the procurement of services.Ensure your behaviour reflects a commitment to and the benefits of equality and diversity in the workplace.
Person Specification
Qualifications
Essential
- An appropriate recognised management qualification equivalent to a degree qualification or significant relevant equivalent experience.
- Appropriate relevant management experience
Desirable
- Postgraduate qualification in a relevant subject area.
Experience
Essential
- Significant broad relevant management experience, with minimum 3 years management in a back office or high-volume transactional processing environment.
- Experience of client and stakeholder relationship management and a good understanding of client needs.
- Experience of managing and procuring contracts by working alongside a contact management team and strategic sourcing.
- Experience of managing a customer focused, quality driven culture.
- Experience in a changing environment and ability to harness others to embrace change.
- Significant experience balancing digital and non-digital service delivery.
Desirable
- Budget management experience
- Experience of projects and project management techniques
Personal Qualities, Knowledge and Skills
Essential
- Excellent verbal and written communication skills
- Ability to see wider implications, consequences and connections for all issues
- Excellent presentation skills needed for presentations to large groups and different audiences
- Drafting, reporting and strong analytical skills
- Strategic thinking
- Ability to manage change
- Inspire others and encourage innovation in others
- Generate clarity and understanding through effective communications & engagement
- Business planning and managing key performance indicators.
- Experience of contributing to organisational strategy and operational plans in a back office and service management setting.
- Comprehensive understanding of accountability to clients and stakeholders
Desirable
- Ability to work effectively across locations and whilst on the move
- Managing projects and organisational change
- Business Quality Management Systems e.g. ISO, EFQM, Balanced Scorecard
- IT skills
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 .
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 .
Employer details
Employer name
NHS Business Services Authority
Address
Bridge House
152 Pilgrim Street
Newcastle Upon Tyne
NE1 6SN