Service Manager

Job overview

Reporting to the Directorate Manager, the post holder is expected to contribute with the senior management team to ensure operational plans and performance are closely managed, by proactively leading and providing solutions to resolve difficult operational issues, in accordance with agreed University Health Board objectives, targets, quality  standards and resource constraints, promptly escalating issues which are unable to be  resolved.  The Service Manager will have managerial experience in leading teams, and will possess leadership skills to deal competently with difficult issues ensuring that policy is implemented and performance managed on behalf of the Directorate senior management team.

Welsh Skills Desirable: This post is advertised as Welsh Desirable. This doesn’t mean essential; whilst the candidate doesn't need to have skills in Welsh, we'll consider it an advantage when short-listing and selecting candidates. This isn’t ‘fluency’, just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health. For more information, see ‘Welsh Language Guidance’ in the documents right at the bottom.

Main duties of the job

In addition to the day to day management of the Directorate, the post holder will competently deputise for the Directorate Manager.

The Service Manager will have managerial experience in leading teams, and will possess leadership skills to deal competently with difficult issues ensuring that policy is implemented and performance managed on behalf of the Directorate senior management team.

Responsible for ensuring that their teams continually deliver improvements to patient services and staff working practices aligned to the principles of Values Based  The post holder has line management responsibility for the Directorate support teams.

Be part of Health Board Senior Manager On Call Rota.

Detailed job description and main responsibilities

The post holder will:  Ensure that services are patient centred using feedback from data such as Patient Reported Experience Measures (PREMS) / Patient Reported Outcomes Measures (PROMS) and that a culture of continuous quality improvement and innovation is  embedded. Establish effective working relationships with staff at all levels, and ensure they are developed and maintained. In partnership with clinical colleagues, ensure that activity and quality targets are achieved and to develop action plans to manage any variances and improvements. Ensure the achievement of objectives within the Directorate’s performance framework, ensuring that approved budgets are spent effectively and in accordance with agreed procedures. Co-ordinate Directorate/Departments formulation of operational plans, ensuring that these contribute to the achievement of the Directorate Integrated Medium Term Plan and are supported by benchmarking and capacity planning models.  Monitor and co-ordinate the implementation of risk management and clinical governance systems effectively, ensuring a proactive approach to reduction of clinical risk, clinical effectiveness and a safe and healthy environment in line with the governance strategy.  Develop Directorate wide performance and service policies linking in with the Directorate Manager when necessary. Interpret national policy and guidance and advise the Directorate on its implementation.  Ensure that administrative/clinical pathways and procedures are continuously improved to support the delivery of efficient and effective services to achieve and maintain targets and internal performance measures.  Where required, deputise for the Directorate Manager and be expected to work autonomously and make decisions when necessary.

Business Planning and Financial Management: In liaison with Business Partners, prepare Directorate activity and access plans to deliver targets and benefits, identifying the financial and capacity resources necessary to deliver these and implementing remedial plans when necessary. In liaison with clinical colleagues and the performance and contracting teams lead the preparation and delivery of Directorate service plans. Prepare Business Plans and Business cases for the Directorate including the identification of benefits and contribute to the development and delivery of the Integrated Medium Term Plan. Co-ordinate the development of cost and quality improvement plans for the Directorate. Identify cost improvements and innovations; manage stock levels, service developments and income generation opportunities. Support the development and delivery of cost improvement within the Directorate.  To be responsible for budgetary management within the Directorate and ensure the achievement of financial balance. Prepare monthly activity and trend reports for the Directorate to enable accurate forecasting of performance against key financial, service and quality targets and standards.

Performance Management: Be accountable for delivering and monitoring performance against set targets (activity, finance, outcomes, and utilisation) across the Directorate. Monitor, control and report on activity against expenditure, working with delegated budget holders to ensure the delivery of balanced budgets. Be responsible for the effective management of establishment control within the Directorate’s budget. Work directly with the Finance Business Partner regarding financial procedures, and use a balance scorecard approach to provide monthly summaries of financial and activity performance for relevant meetings, highlighting areas of variance. Workforce Management and Development: To lead, manage, motivate and develop staff so as to maintain the highest level of staff morale and to create a climate within the Directorate, characterised by high standards of openness, transparency and continuous improvement. Recruit and performance manage all levels of staff within your area of Directorate responsibility. Ensure staff resources are utilised efficiently and equitably distributed across services as required on a day to day basis.  Under the direction of the Directorate Manager take delegated responsibility for Job Planning when required. Ensure robust systems and processes are in place to authorise the use of temporary staff, overtime and excess hours, and comply with the University Health Board’s control of temporary staff use. In conjunction with People Services develop workforce plans, employee engagement and workforce productivity plans to ensure delivery of the Workforce Strategy, focusing on enhancing the commitment of staff and optimising workforce productivity and performance. Ensure that staff management arrangements within the Directorate are consistent with Workforce policies and procedures and ensure that good practice in recruitment, appraisal, performance management and other policies are maintained. Service Delivery and Development: Contribute to the strategic planning of services within the Directorate, identifying future resourcing requirements and ensuring that the Directorate meets contractual and other requirements. Ensure the delivery of a responsive, high quality, value for money service within the Directorate.  Monitor and take action to ensure that all quality, productivity and profitability targets are achieved. In line with Directorate and University Health Board strategy, develop best practice, service modernisation and improvement plans for the area, to enhance the patient experience and deliver value for money. Lead change programmes within the Directorate applying the principles of service redesign and change management; facilitating change within and across organisational and professional boundaries. Ensure suitable monitoring and governance of changes and projects is in place identifying quickly where changes may be off track and working to develop  suitable solutions and mitigations Information Management and Communication: Establish the effective use of management information as a basis for problem solving and decision making. Ensure compliance with data quality standards and take appropriate corrective action. Use information in a timely way to monitor trends in activity, finance, human resources, incidents and complaints. Provide reports to Directorate and department teams using qualitative and quantitative data and present analysis in concise and understandable form to engage action. This may involve making detailed presentations to large groups of staff. Be a catalyst for positive feedback to staff on high performance in order to motivate and encourage staff. Quality, Clinical Governance and Risk Management: Retain accountability for Governance, Risk Management and Health and Safety ensuring standard processes are used throughout the Directorate.  Support the development and delivery of the Governance agenda including clinical and nonclinical aspects of care and service; this will include establishing systems to monitor clinical standards ensuring high standards of care that is evidence based and integral to service  delivery and involving patients and others in developing and enhancing services. Carry out regular reviews of incidents, complaints, risk assessments and other multidisciplinary audits across the Directorate, ensuring that appropriate follow-up is taken to address and reduce risk and that learning is disseminated across the Directorate. This will  involve meeting with staff, patients and relatives as required.  Lead on and support the Directorate Manager in integrating the work of the medical, nursing, administrative and other professional/clinical staff and aligning these around the delivery of effective and efficient services. To manage and co-ordinate designated administrative and managerial processes e.g. complaints, critical incidents and safety alerts and ensure systems are in place to provide all statutory, regulatory and other information as required. To Chair and participate in committees and working groups, and also to deputise and act on behalf of the Directorate Manager, ensuring that at all times a corporate approach is taken.