NHS
Service Improvement Manager
This job is now closed
Job Description
- Req#: G9914-25-0051?language=en&page=989&sort=publicationDateDesc
- Responding to changes in policy and legislation - understanding the impact on our systems and processes and identifying the changes required.
- Producing high level requirements and liaising with Digital Data and Technology (DDaT) colleagues or third parties to progress any necessary system changes.
- Liaising with external system suppliers to ensure changes are communicated, understood and guidance updated accordingly.
- Attending various working groups with DHSC, NHSE, CPE and System Suppliers to discuss issues, provide technical advice and guidance.
- Leading on Service Reviews across PCS - supporting internal teams to identify efficiencies and improvements.
- Working closely with PCS Product Owners to analyse data and performance information to proactively identify and resolve quality and performance issues on Primary Care Systems.
- Taking an active role on Primary Care Transformation Projects helping to ensure business needs are understood, key areas for improvement identified and working closely with project team and suppliers to ensure there is no disruption to core services.
- An understanding of Primary Care systems and environment is needed to undertake this role.
- Educated to degree level or equivalent qualifications/experience.
- Minimum 5 GCSE's Grade C (or equivalent) English and Mathematics.
- Significant experience in making judgements involving highly complex data or facts or which require the analysis, interpretation and comparison of a range of options.
- Ability to provide and evaluate procedures and methodologies to identify areas for improvement.
- Ability to interpret regulations and understand impact of changes to policy.
- Significant experience in writing high level requirements.
- Significant experience of communicating highly complex, technical, sensitive, contentious, and confidential information.
- Ability to communicate effectively where there is significant resistance, antagonism, or hostility to the communication.
- Ability to present information to a variety of audiences with varying levels of understanding.
- Ability to prioritise own activities and plan workload.
- Understanding of Data Protection and Freedom of Information Act.
- Understanding of Records Management best practice.
- Able to use database, word processing, spread sheet and presentational IT packages to produce complex and, at times, highly sensitive reports, and operational information.
- Ability to interpret policy and regulations.
- Understanding of NHSBSA Primary Care services, data, and systems.
- A good understanding of the NHS Prescription regulations and how they work in practice.
- A good understanding of the NHS SFEs.
- Detailed understanding of NHS pharmaceutical services and the supporting regulations and policies.
- Confident relationship builder.
- Successful track record in project management and ensuring delivery against agreed objectives.
- Experience of applying project methodologies to start up, implement and deliver projects and deliver benefits and business value.
- Experience of balancing multiple priorites.
- Working within an NHS environment.
- Understanding of NHSBSA's prescription services data, information, systems and processes.
- Educated to degree level or equivalent qualifications/experience.
- Minimum 5 GCSE's Grade C (or equivalent) English and Mathematics.
- Significant experience in making judgements involving highly complex data or facts or which require the analysis, interpretation and comparison of a range of options.
- Ability to provide and evaluate procedures and methodologies to identify areas for improvement.
- Ability to interpret regulations and understand impact of changes to policy.
- Significant experience in writing high level requirements.
- Significant experience of communicating highly complex, technical, sensitive, contentious, and confidential information.
- Ability to communicate effectively where there is significant resistance, antagonism, or hostility to the communication.
- Ability to present information to a variety of audiences with varying levels of understanding.
- Ability to prioritise own activities and plan workload.
- Understanding of Data Protection and Freedom of Information Act.
- Understanding of Records Management best practice.
- Able to use database, word processing, spread sheet and presentational IT packages to produce complex and, at times, highly sensitive reports, and operational information.
- Ability to interpret policy and regulations.
- Understanding of NHSBSA Primary Care services, data, and systems.
- A good understanding of the NHS Prescription regulations and how they work in practice.
- A good understanding of the NHS SFEs.
- Detailed understanding of NHS pharmaceutical services and the supporting regulations and policies.
- Confident relationship builder.
- Successful track record in project management and ensuring delivery against agreed objectives.
- Experience of applying project methodologies to start up, implement and deliver projects and deliver benefits and business value.
- Experience of balancing multiple priorites.
- Working within an NHS environment.
- Understanding of NHSBSA's prescription services data, information, systems and processes.
Job summary
The Change & Improvement Service within Primary Care Services Directorate is a fast paced, evolving and key part of our business that is responsible for driving change and service improvements that come from our sponsors and commissioners or are identified internally.
The Service Improvement Manager is an integral part of ensuring the services provided by NHS Primary Care Services deliver service excellence to its customers, and value for money for the NHS.
What do we offer?
o Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.o 27 days leave (increasing with length of service) plus 8 bank holidays.o Opportunities for developmento Active wellbeing and inclusion networkso Excellent pensiono Various salary sacrifice schemeso Employee Assistance programme, offering free 24/7 support for you and your loved oneso Access to a wide range of benefits and high street and online discounts
Main duties of the job
The role will lead a small team who are responsible for:
If you are interested in an informal discussion about this role please contact:
Susannah Clapcott, Operational Readiness Manager: susannah.clapcott@nhsbsa.nhs.uk
Ben Tindale, Senior Service Delivery Manager: ben.tindale@nhsbsa.nhs.uk
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.We are people connected to care.
Date posted
31 March 2025
Pay scheme
Agenda for change
Band
Band 7
Salary
£46,148 to £52,809 a year
Contract
Permanent
Working pattern
Full-time
Reference number
914-BSA7100003
Job locations
Stella House
Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Job descriptionJob description
Job responsibilities
In this role, you are accountable for:
1. Contributing to the delivery of assigned projects within time/cost/quality to achieved pre-agreed benefit.
2. Monitoring policy and regulations to ensure that NHSBSA Primary Care Services remains relevant to its environment.
3. Ensuring Prescription Services Business Rules Catalogue is in line with appropriate legislation and directions and ensuring systems are compliant.
4. Providing support and guidance for any data cleanse and quality assurance activities ensuring all staff are fully aware of any changes and inconsistencies which may require further analysis or system changes.
5. Working with Product Owners to analyse data and performance information to identify and resolve quality and performance issues on Primary Care Systems
6. Managing a selection of case files and using analytical and judgment skills to review information and assess data before presenting recommendations for further action.
7. Liaising with external stakeholders to agree requirements for changes in legislation / NHS directions that affect Primary Care Services systems.
8. Attending forums and representing NHSBSA Primary Care Services for Information Governance, including Information Security, Business Continuity, Records Management and compliance with Data Protection and Freedom of Information Acts.
9. Focussing on delivery methods that are fit for purpose and ensuring the agreed benefits are achieved and transitioned into the business.
10. Ensuring projects within the service area are prioritised and agreed with the Head of Service.
11. Ensuring learning from current/concurrent/closed projects informs the effectiveness of project delivery.
12. Monitoring/tracking and reporting of project progress to agreed standards and methods.
13. Providing assurance for the Primary Care Services about services delivered on its behalf by suppliers.
14. Act as Primary Care systems and service subject matter expert on behalf of Primary Care Services and the wider NHSBSA.
15. Manage all escalated issues and complaints for area of subject matter expertise.
16. Liaising internally and externally to assess requirements and impacts and advise as necessary on Primary Care systems and services.
17. Maintain significant relationships with stakeholders and clients in order to ensure NHSBSA interests are represented.
18. Act on behalf of Primary Care Services to support change processes, ensuring compliance with NHSBSA policies and procedures and supporting delivery of the change.
19. Present complex information to range of stakeholders with varying degrees of technical understanding
20. Line management of Service Improvement Team members
Job responsibilities
In this role, you are accountable for:
1. Contributing to the delivery of assigned projects within time/cost/quality to achieved pre-agreed benefit.
2. Monitoring policy and regulations to ensure that NHSBSA Primary Care Services remains relevant to its environment.
3. Ensuring Prescription Services Business Rules Catalogue is in line with appropriate legislation and directions and ensuring systems are compliant.
4. Providing support and guidance for any data cleanse and quality assurance activities ensuring all staff are fully aware of any changes and inconsistencies which may require further analysis or system changes.
5. Working with Product Owners to analyse data and performance information to identify and resolve quality and performance issues on Primary Care Systems
6. Managing a selection of case files and using analytical and judgment skills to review information and assess data before presenting recommendations for further action.
7. Liaising with external stakeholders to agree requirements for changes in legislation / NHS directions that affect Primary Care Services systems.
8. Attending forums and representing NHSBSA Primary Care Services for Information Governance, including Information Security, Business Continuity, Records Management and compliance with Data Protection and Freedom of Information Acts.
9. Focussing on delivery methods that are fit for purpose and ensuring the agreed benefits are achieved and transitioned into the business.
10. Ensuring projects within the service area are prioritised and agreed with the Head of Service.
11. Ensuring learning from current/concurrent/closed projects informs the effectiveness of project delivery.
12. Monitoring/tracking and reporting of project progress to agreed standards and methods.
13. Providing assurance for the Primary Care Services about services delivered on its behalf by suppliers.
14. Act as Primary Care systems and service subject matter expert on behalf of Primary Care Services and the wider NHSBSA.
15. Manage all escalated issues and complaints for area of subject matter expertise.
16. Liaising internally and externally to assess requirements and impacts and advise as necessary on Primary Care systems and services.
17. Maintain significant relationships with stakeholders and clients in order to ensure NHSBSA interests are represented.
18. Act on behalf of Primary Care Services to support change processes, ensuring compliance with NHSBSA policies and procedures and supporting delivery of the change.
19. Present complex information to range of stakeholders with varying degrees of technical understanding
20. Line management of Service Improvement Team members
Person SpecificationPerson Specification
Qualifications
Essential
Personal Qaulities, Knowledge and Skills
Essential
Desirable
Experience
Essential
Desirable
Qualifications
Essential
Personal Qaulities, Knowledge and Skills
Essential
Desirable
Experience
Essential
Desirable
Employer details
Employer name
NHS Business Services Authority
Address
Stella House
Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Employer's website
https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)
Employer details
Employer name
NHS Business Services Authority
Address
Stella House
Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Employer's website
https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.