Service Development Manager

• Leading quality improvement initiatives and applying change management methodologies to transform Audiology services.
• Conducting audits, deep dives, thematic reviews and process evaluations to identify root causes, improve operational performance and strengthen data quality.
• Using project management principles and improvement tools to deliver service developments from initiation to completion.
• Embedding new ways of working that improve experiences and outcomes for children, young people and families.

• Delivery of activity, quality and clinical performance objectives through monitoring, analysis and targeted action plans.
• Compliance with national and local standards, ensuring safe, effective, efficient and patient-centred care.
• Preparation of reports, presentations, compliance documentation and inspection-readiness materials.
• Staff engagement in quality improvement and service development activities.
• Review and updating of SOPs, policies and guidelines.
• Collaboration with other organisations to share best practice.
• Representation of service leads at meetings where required.

• Review documentation quality, waiting times, DNA rates and administrative processes.
• Introduce and embed systems and processes that improve service performance, particularly in enquiries, referrals, bookings and reception functions.
• Deliver service-wide improvement programmes aligned with quality, patient safety and strategic priorities.
• Support achievement of waiting time, financial and patient experience targets.
• Work with service leads to ensure effective use of staff and resources.
• Identify opportunities for improvement through performance data, benchmarking and pathway analysis.
• Promote a culture of continuous improvement across clinical and administrative teams.

• Develop, deliver and monitor improvement action plans.
• Support PDSA cycles and measurement-for-improvement approaches.
• Maintain audit programmes aligned with Trust priorities, BSA standards, IQIPS requirements and national guidance.
• Undertake reviews of referral delays, waiting times, workflow inefficiencies, DNA variation and clinical outcomes.
• Use process mapping, root cause analysis, staff feedback and patient experience information to drive improvements.
• Redesign Audiology pathways to improve patient flow, clinic utilisation, attendance and patient experience.
• Strengthen referral management, appointment booking, follow-up scheduling and clinical provision.
• Monitor waiting lists, cancellations and rescheduled appointments to reduce delays and ensure compliance with policy.
• Lead improvements in the use of Auditbase (EPR), including data cleansing and validation.
• Produce performance reports, dashboards and recommendations with measurable action plans.
• Support compliance with governance, quality and best practice standards.
• Present information and recommendations at senior meetings as required.

• Communicate project requirements to stakeholders and escalate risks and issues appropriately.
• Analyse data from multiple sources to produce reports that support operational and strategic decision-making.
• Support the development of reporting processes and information systems.
• Promote understanding of data analysis and statistical process control methodologies.
• Develop improvement tools and templates, including advanced Excel solutions where appropriate.

• Support development of quality improvement champions within services.
• Participate in mandatory training, professional development and annual appraisal processes.
• Contribute to effective team working and ongoing service development.

• Produce reports, presentations and communications for internal and external stakeholders.
• Present findings and recommendations to a wide range of audiences.
• Ensure stakeholders are engaged and informed throughout improvement programmes.
• Incorporate the views of patients, families and other stakeholders into service development activities.

• Undertake additional duties appropriate to the role and grade.
• Comply with Trust policies, including equality, safeguarding and data protection requirements.
• Support continuous improvement and implementation of new processes.
• Work across Audiology sites within North Central London as required.
• Participate in Trust-wide modernisation and transformation programmes.
• Contribute to service strategy, financial monitoring and efficiency initiatives.
• Uphold Trust values and support delivery of high-quality, value-for-money services.

Essential

• Educated to degree level or equivalent knowledge and experience
• Experience in a project management role

Desirable

• Previous experience working in a similar position within the public sector
• Evidence of further training or qualification in project management in change management e.g. APM/ PRINCE 2/ Six sigma/ Agile/ MSP.

Essential

• Communicate and present complex information to a varied audience, both orally and in writing
• Source, analyse, and present data to support relevant performance metrics
• Use the Microsoft Office suite, including Excel, to a high standard
• Develop data dashboards to support with project management
• Organise and prioritise workload to meet time-specific deadlines
• Demonstrate excellent customer service skills
• Work well as part of a team
• Support colleagues to use Trust systems and processes

Desirable

• Ability to use coding/programming software to build reports and analyse large quantities of data
• Ability to build complex templates and work with VBA and Macros.

Essential

• Demand and capacity modelling
• Ability to demonstrate learning from experience in administrative processes.
• Experience of managing audits and quality improvement projects from start to finish
• Able to work independently but to know how and when to escalate issues
• Demonstrable experience in building and maintaining positive working relationships with key internal and external stakeholders to deliver planned services for the Trust.
• Knowledge of the principles of change management

Desirable

• Knowledge of Auditbase EPR system
• Knowledge of statistical methods
• Experience in using electronic patient systems

Essential

• Responsive and flexible attitude
• Able to work across multiple sites across NCL
• Team worker
• Focused on the experience of service users
• Good attendance record
• Good timekeeping and reliability
• Ability to use initiative/be proactive in problem solving.