Head of Operations

Role Title:
Head of Operations (Service Delivery)

Reports to:
Director of Operations

Permanent, Full-Time

Role Purpose
The Head of Operations (Service Delivery) is accountable for the end-to-end operational delivery of NHS outpatient and community services, ensuring that contractual, performance, and quality requirements are met across the organisation.

This role provides strategic oversight of
service delivery operations
, including clinic scheduling, workforce planning, capacity modelling, and performance reporting. The postholder leads on NHS contract performance, statutory reporting (RTT, SUS), and compliance, ensuring services meet demand, maintain high data quality, and deliver against key access standards.

Working in close partnership with the Head of Operations (Patient Services & Clinical Outcomes), they will ensure a seamless, efficient, and compliant operational environment that consistently supports excellent patient care.

Key Responsibilities

• Service Delivery Leadership & Operational Oversight
• Provide senior operational leadership across service delivery, including scheduling, capacity planning, data reporting, and contract management.
• Lead day-to-day operational delivery across all service lines, ensuring services are efficient, compliant, and aligned to NHS expectations.
• Drive operational excellence through standardised processes, effective workforce coordination, and proactive performance monitoring.
• Work collaboratively with internal teams (Clinical Leads, Finance, Quality & Governance, IT, Business Development) to ensure integrated and effective service delivery.
• Contract Management & NHS Compliance
• Lead the operational management of NHS contracts, ensuring compliance with KPIs, access standards, and contractual obligations.
• Act as the primary operational contact for commissioners, supporting performance reviews, contract variations, and service queries.
• Ensure compliance with NHS and regulatory standards including RTT, SUS/CDS, DSP Toolkit, CQC, and Information Governance.
• Prepare evidence, documentation, and reporting for commissioner meetings and contract performance reviews.
• Scheduling, Workforce Planning & Capacity Management
• Oversee clinic scheduling and rota management across all outpatient and community services, including room allocation and clinician resource planning.
• Ensure capacity aligns with referral demand, contractual requirements, and service-line forecasts.
• Lead continuous optimisation of clinic utilisation, productivity, and operational efficiency.
• Work closely with patient-flow leads to support demand management and minimise delays or bottlenecks.
• Performance, RTT & Data Reporting
• Lead the end-to-end RTT reporting process, ensuring accurate validation, data quality, and adherence to national rules.
• Manage SUS data flows to guarantee timely, accurate submissions and compliance with NHS reporting schedules.
• Develop high-quality operational dashboards and performance reports to support executive decision-making.
• Oversee data quality audits, ensuring integrity and accuracy of all statutory returns and commissioner submissions.
• Continuous Improvement & Service Transformation
• Identify opportunities to improve operational efficiency, productivity, and patient experience across service delivery pathways.
• Lead transformation projects and support mobilisation of new services or contracts.
• Standardise and document operational processes to embed consistent working practices.
• Support organisational readiness for CQC inspections, performance reviews, and quality assurance activities.

Essential Skills & Experience

• Extensive NHS operational management experience, including RTT/SUS reporting and performance delivery.
• Strong understanding of NHS contracting, compliance frameworks, and regulatory requirements.
• Demonstrable experience in clinic scheduling, workforce planning, and capacity modelling.
• Proven ability to lead and develop operational teams within complex, multi-site services.
• Excellent stakeholder management and communication skills.
• Strong analytical mindset, with high attention to detail and accuracy in data reporting.

Desirable

• Experience in community, outpatient, or patient-facing healthcare services.
• Knowledge of PAS/EPR systems and scheduling tools.
• Experience engaging with NHS commissioners, ICS partners, or similar stakeholders.

Personal Attributes

• Highly organised, proactive, and comfortable managing multiple operational priorities.
• Collaborative leadership style with the ability to build strong, effective relationships.
• Performance-driven, with a commitment to quality, compliance, and continuous improvement.
• Adaptable and resilient in a fast-paced and evolving environment.