Service Delivery Manager

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 to Bridge House and Hesketh House.

What do we offer?

• 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.
• 27 days leave (increasing with length of service) plus 8 bank holidays.
• Opportunities for development
• Active wellbeing and inclusion networks
• Excellent pension
• Various salary sacrifice schemes
• Employee Assistance programme, offering free 24/7 support for you and your loved ones
• 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 time and 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 work collaboratively, ensuring any change is introduced at pace in a positive manner, playing a key role in creating sustainable improvements in cost, performance, 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 are 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.

Job responsibilities

In this role, you are accountable for:

Stakeholder and Contract Management

• 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.
• Responsible for maintaining positive relationships with a wide range of external suppliers, taking ownership for dealing with and resolving any performance issues.
• Ensuring contract delivery through engagement with the corporate Contract Management Team or directly with the supplier.

Project Responsibilities

• Be part of the delivery of projects, including leading from an operational perspective projects on the NHSBSA strategic roadmap.
• Represent the service within projects, with roles determined by the scale and complexity of each project.
• Lead on continuous improvement projects with the support of the Service Manager, including stakeholder engagement.
• Contribute to the production of mandates, spend control forms, and full business cases.
• Identify future opportunities for improvement projects.
• Participate in the process when new technology or changes to current systems are required, including procurements, assisting with specifications, research, and working with contractors and stakeholders.

Staff Management

• Deliver operational objectives through performance management of direct reports and process improvement projects.
• Demonstrate leadership and management skills, influencing teams to deliver business objectives and strategy.
• Set objectives for direct reports, conduct regular reviews, and support their development and broadening of experience.
• Support HR policies, including HR planning, absence management, health and safety, and others.
• Identify personal development needs for staff and ensure skills are aligned with role requirements.
• Manage the deputy management programme to support staff progression and create management resources.
• Provide guidance on management issues while empowering staff.
• Conduct disciplinary meetings when appropriate, following HR policies.

Service Delivery

• Work with Workforce Planning Managers to ensure staffing levels meet business needs.
• Manage complaint processes, analyzing trends and implementing remedial actions.
• Ensure a flexible, trained, and equipped workforce to meet changing demands.
• Ensure training needs are met with innovative delivery methods.
• Prepare operational and monitoring plans, taking corrective actions as needed.
• Contribute to long-term planning aligned with corporate strategies.
• Promote and utilize data analytics to improve services.
• Achieve KPIs, analyze trends, and implement improvements.

Clients and Stakeholders

• Collaborate effectively with internal and external stakeholders.
• Build relationships with other organizations to share experience and improve services.

Additional responsibilities

• Deputize as required.
• Perform duties as assigned by your Line Manager.
• Maintain focus on personal development to meet future organizational needs.

Person Specification Qualifications

• Educated to degree level (or equivalent).

Experience

• Managing staff.
• Managing change.
• Performance management.
• Workflow management across multiple streams.

Personal Qualities, Knowledge, and Skills

• Initiative and independence.
• Understanding wider implications of issues.
• Excellent presentation skills.
• Analytical skills.
• Reporting and drafting skills.
• Strategic thinking.
• Flexibility.
• Team player.
• Well organized.
• Ability to meet deadlines and prioritize.
• Handling sensitive/confidential information.
• Ability to travel nationally.
• IT skills for management information systems.
• Strategic management.
• Contract and stakeholder management.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, requiring a Disclosure and Barring Service check for any previous convictions.