# Service Development Manager > NHS job listing from Job Clerk for Whittington Health NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/service-development-manager/6fc2e4c3-34e2-4fea-882f-e401b41ca6b3 - **Markdown:** https://www.jobclerk.com/job/service-development-manager/6fc2e4c3-34e2-4fea-882f-e401b41ca6b3.md ## Summary - **Status:** Live - **Employer:** Whittington Health NHS Trust - **Location:** St Ann's Hospital - **Workplace type:** onsite - **Profession:** Manager and corporate - **Grade:** Band 7 - **Salary:** £55,524 - £62,652 per annum with hcas - **Contract type:** Fixed term: 12 months (Secondment will be considered) - **Employment type:** Full time - 37.5 hours per week - **Closing date:** 2026-09-07T22:59:00.000Z - **Posted:** 2026-08-24T15:01:08.085Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/London/Haringey/Whittington_Health_NHS_Trust/Service_Development_Manager/Service_Development_Manager-v8226497 - **Application URL:** https://apps.trac.jobs/job-advert/8226497?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.whittington.nhs.uk ## Job Content ### Job overview The Whittington Health Department of Audiovestibular Medicine is a Consultant-led service providing Audiology and Newborn Hearing Screening services across North Central London, school hearing screening in Enfield, and Adult Audiology services in Haringey and at Whittington Hospital. We are seeking an experienced Service Development Manager to lead transformation, quality improvement and performance across Audiology services. This is an exciting opportunity to enhance patient outcomes and experience through innovation, efficiency and continuous improvement. Working with clinical, operational and corporate teams, the postholder will lead improvement programmes from design to implementation and evaluation. Using project management, quality improvement and change management approaches, they will redesign pathways, optimise processes, strengthen governance and improve performance. The role includes analysing performance, undertaking service reviews, developing business cases and delivering sustainable improvements aligned with organisational priorities and population needs. The postholder will support compliance, quality assurance, operational efficiency and patient-centred care while embedding a culture of continuous improvement. ### Main duties of the job The Service Development Manager will lead service transformation, quality improvement and performance across Audiology services. Working with clinical and operational leads, they will drive demand and capacity planning, pathway reviews, audits and workforce optimisation to improve efficiency, performance and patient outcomes. The postholder will develop and deliver improvement plans aligned to the Paediatric Hearing Services Improvement Programme (PHSIP), Trust priorities and national standards. Key responsibilities include service reviews, root cause analysis, pathway redesign and implementation of sustainable improvements to reduce delays, improve patient flow, optimise clinic utilisation and enhance patient experience. They will oversee waiting list management, referral and booking processes, data quality, Auditbase (EPR) optimisation, performance reporting, dashboard development and compliance monitoring. The role includes applying project management methodologies to support effective governance, risk management, stakeholder engagement and delivery of measurable outcomes. The postholder will analyse data, develop reporting systems and support the use of improvement methodologies to inform decision-making. The role also involves preparing reports and presentations for senior leaders and stakeholders. ### Detailed job description and main responsibilities The postholder will lead and deliver significant service transformation across acute and community Audiology services. Working closely with clinical, management and administrative teams, they will implement service improvement plans, with a particular focus on the Paediatric Hearing Services Improvement Programme (PHSIP). Key responsibilities include: - 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. Working with clinical and operational leads, the postholder will also support: - 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. ### Leadership - Lead demand and capacity modelling across clinical and administrative pathways to optimise workforce utilisation and service delivery. - 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. ### Service Improvement - Implement and monitor processes that support PHSIP and other service priorities. - 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. ### Information Management - Apply standard project governance processes, including documentation, quality impact assessments and document control. - 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. ### Training and Development - Provide coaching and training in quality improvement, problem solving and data interpretation. - 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. ### Communication - Provide accurate and timely information to support decision-making. - 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. ### General - Provide cross-service cover when required. - 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. ### Applicant requirements This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service. ## Person Specification ### Personal qualities **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. ### Skills & abilities **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. ### Knowledge & experience **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 ### Education & qualifications **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. ## Documents - [whittington employment promise (pdf, 22.4kb)](https://www.healthjobsuk.com/documents?ddoc=839) - [whittington probationary policy (pdf, 298.0kb)](https://www.healthjobsuk.com/documents?edoc=621) - [audiology service development manager jd and ps (pdf, 272.4kb)](https://www.healthjobsuk.com/documents?vdoc=10537779) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.