Service Delivery Manager

Apply knowledge and expertise to support the delivery of major Health Exemption Services projects in line with strategic direction allowing HES expansion. Ensure operational budgets are planned, monitored and adhered to. Working with external stakeholders and having an in-depth knowledge of the potential impact of HES activities on other business areas, ensuring relevant communication between departments so resource needs can be considered and action taken. Be aware of policy changes and consider impact on HES and work with relevant parties.

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. Have a strategic input at times prioritising longer term planning and activities in line with Corporate Business plans and Strategy. Works constructively with colleagues at all levels from other directorates and with external stakeholders and agencies. Be a catalyst for change and innovation.

Act as one of the lead change agents to ensure transitional change is introduced in a positive and constructive manner. Monitor factors that may impact on the business, provide horizon scanning, trend analysis, researches and evaluates impact of policy/regulation change. Responsible for releasing sensitive information specific to HES to external parties ensuring the NHSBSA and specifically HES reputation is considered and does not lead to negative publicity whilst adhering to tight deadlines for both PQ's and FOI's. Work with Head of Service & Senior SDM to embed a strategy to effectively deal with repeat offenders and ensure a deterrent impact is achieved with patients.

Deliver operational objectives through performance management of direct reports and through carrying out process improvement projects. Responsible for setting clear objectives for direct reports and carrying out regular ORO reviews, developing and coaching direct reports to assist in delivery of business objectives. Demonstrate support and guidance through the full application of all supporting tools and policies in place HR planning, Absence Management policy, policies, etc. Work directly with Customer Operations and Prescription Services to ensure operational performance is delivered against KPIs as agreed between DHSC, NHSE and BSA.

Be aware of policy changes and consider impact on HES and work with relevant parties to ensure relevant changes are made and in a timely manner. Be confident in decision making on difficult issues, using knowledge of HES where there may be a number of courses of action, taking account the strategic direction of HES. Participate in the procurement process when new technology or changes to current systems are required. This would involve assisting with the specification or requirements, research and working with outside contractors.

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. Work closely with IT including the digital project teams on the provision of systems, making and influencing decisions to ensuring the overall strategic direction is followed. Liaise with NHSE and DHSC on issues that may impact on the delivery of business as usual services Deputise as required in the absence of your Line Manager.

Job purpose: Working with colleagues at all levels and business areas across the NHS Business Services Authority 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. Providing 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. In this role, you are accountable for: Supporting and reporting to Health Exemption Services Senior Service Delivery Manager (SSDM). Take lead role in day to day activities ensuring strategic direction is given to our support services, Customer Operations, and Prescription Services.