Service Manager

4 weeks ago

London, Greater London, United Kingdom Chelsea and Westminster Hospital NHS Foundation Trust Full time

Job Summary

The Service Manager - Maternity and Neonatal Services is responsible for the delivery of high-quality patient services in defined clinical areas. This role requires a strong operational management background, with experience in managing staff, budgets, and services. The successful candidate will work closely with nursing, midwifery, administrative, and clinical teams to deliver excellent performance and achieve agreed productivity targets.

Main Responsibilities

  1. Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
  2. Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity, and performance targets.
  3. Work closely with the Service Directors and Clinical Directors to assure up-to-date job plans and EWTD compliant working patterns for junior doctors, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service.
  4. Take responsibility for the investigation and coordination of complaints that are predominantly administrative/medical related within the directorate, working closely with the Service Directors, Divisional Midwives, with medical staff, and with the Patient Advisors.
  5. Undertake appropriate projects identified by the Deputy General Manager and General Manager.
  6. Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
  7. Lead on Health and Safety and risk reviews for designated areas of responsibility.
  8. Ensure that clinical template, procedure schedules, and rotas deliver care at times that meet service capacity and patient needs.
  9. Assist the Deputy General Manager in the production, implementation, and revision of operational policies throughout the Directorate, instigating the changes to or implementation of policies and procedures.
  10. Support completions of patient and staff surveys and other feedback mechanisms, formulating remedial action plans.

Requirements

  • Degree-level qualification or equivalent.
  • Experience to Master's level or equivalent.
  • Evidence of ongoing development.

Desirable

  • Post-graduate management qualification.

Experience

Essential

  • Management experience.
  • Budget/financial responsibility.
  • Significant staff management experience.
  • Significant operational management experience in a dynamic customer-focused environment.

Desirable

  • Significant operational management experience in a dynamic customer-focused environment.
  • Project management experience.
  • Experience of managing elective admissions and waiting list management.
  • Experience of business planning.
  • Change management experience in a multi-disciplinary environment.

Skills and Knowledge

Essential

  • Engagement skills with clinical teams to assure successful delivery of services.
  • Knowledge of Health Service management.
  • Ability to plan, manage, and achieve business and personal objectives.
  • Ability to manage change effectively and diplomatically.
  • Knowledge of current issues affecting the delivery of clinical services within an acute teaching hospital.
  • Excellent computer skills, including Word, Excel, PowerPoint, with the ability to produce reports.

Desirable

  • Experience of process mapping and redesign of clinical pathways.
  • Experience of workforce redesign.
  • Experience of business planning.
  • Knowledge of computer systems and information networks.
  • Knowledge of clinical governance.

Personal Qualities

Essential

  • Commitment to involving patients, families, and carers and staff in shaping plans and delivering service improvements.
  • Commitment to develop a culture that promotes equality and diversity.

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