Service Manager

• Day-to-day

• Monitoring

• Effective

• Managing

• Supporting

• Maintaining

• Escalating

• Working

• Service delivery and performance.
• Quality, compliance and risk.
• Team and resource management.
• Budgets and operational planning.
• Stakeholder engagement.
• Service improvement.
• Governance and reporting.

• Day-to-day delivery and performance of assigned services.
• Monitoring performance, quality, risk and compliance.
• Effective communication with key stakeholders.
• Managing resources, including workforce and budgets.
• Supporting service improvement and development.
• Maintaining effective governance arrangements.
• Escalating and managing operational issues.
• Working closely with clinical and operational leads.

• Lead junior team responsible for service operations
• Model collaborative leadership and matrix working across the organisation
• Work closely with the COO and other managers to ensure alignment and integration
• Support system partnership working in line with the principle of subsidiarity (local where possible, at scale where necessary)

• Safeguarding understanding and fulfilling safeguarding responsibilities
• Confidentiality & Information Governance maintaining confidentiality in line with legislation and policy
• Health, Safety & Wellbeing taking reasonable care for own and others safety
• Equality, Diversity & Inclusion promoting fairness and inclusion
• Training & Development completing mandatory training and ongoing development

• Improve access to NHS services for the people of Bolton
• Support, develop and grow the primary care workforce
• Reduce health inequalities

• Fair we appreciate individual circumstances and act to reduce inequity
• Integrity we act in a way that builds trust and confidence
• Bold we embrace positive change
• Supportive we enable each other to give the best of our skills and talents

Essential

• Understanding of NHS commissioning arrangements
• Ability to maintain risk registers, identify contractual/operational risks and escalate appropriately
• Ability to interpret primary care/service data and turn it into meaningful performance reports
• Understanding of GDPR, confidentiality and NHS information governance
• Understanding of patient experience, access, inequalities and outcomes

Desirable

• Understanding of the GP contract, PCN DES, enhanced services, local incentive schemes and relevant primary care requirements
• Understanding of business continuity, resilience and operational contingency planning

Essential

• Strong stakeholder management and relationship-building skills, with the ability to work effectively with GP practices, PCNs, ICBs, clinicians and wider system partners
• Ability to work collaboratively across multiple practices and organisations
• Ability to identify issues, take appropriate action and escalate risks when required
• Willingness to work flexibly when required
• Patient/service-user focused, with an understanding of the importance of access, experience, health inequalities and outcomes
• Meets DBS requirements
• Access to transport and ability to travel across the locality

Essential

• Experience of managing NHS/primary care contracts, including service specifications, KPIs, milestones and contractual deliverables
• Experience of monitoring KPIs, trajectories and dashboards, and taking action where performance is off target
• Experience of managing budgets, income/expenditure, forecasting and financial reporting
• Experience of clinical/service governance, incident management, complaints, audit and quality improvement
• Experience of working with GP practices, PCNs, ICBs, clinicians and wider system partners
• Experience of implementing new services/processes across multiple practices or organisations