Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview A fantastic opportunity has arisen to join the Therapies & Rehabilitation directorate in a Service Manager (SM) role. This role will sit as part of a directorate team of six Service Managers, working both operationally and strategically within the Occupational Therapy and Speech & Language Therapy teams. To deliver in this role, you will need experience of working within multi-professional team and collaborative working with internal and external stakeholders. You will need to have a strong commitment to improving performance whilst remaining passionate about quality and safety. You will have a strong proven track record of inclusive leadership and staff management. You will have a proven history of successful operational management experience, and will demonstrate a high standard of communication and organisational skills, and an ability to use your initiative. This role will also have opportunities to lead on directorate wide service improvement projects such as inpatient / outpatient demand & capacity modelling, working closely with other hospital directorates to improve patient flow, implementing our new EPIC EHR system and designing innovative data dashboards for high-quality performance management. If you believe you have the skills, enthusiasm and ambition to join our team we would love to hear from you. We encourage applicants from all backgrounds. Main duties of the job The Service Manager (SM) is accountable to the General Manager and Clinical Leads. The purpose of the SM is responsibility for the day-to-day delivery of services to patients in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The SM will also be responsible for delivering delegated improvements within a service to meet patient expectations as well as ensure the required capacity to meet key clinical performance targets. The post holder will also offer a high level of support to the senior management team. Working for our organisation Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation. We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark. We have a long tradition of clinical and scientific achievement and – as part of King’s Health Partners – we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs. Detailed job description and main responsibilities Operational Performance Management Exercise delegated authority on behalf of the Deputy General Manager & clinical leads to resolve day-to-day performance issues within the Service, responsible for early identification of issues and creating the plan for resolution. Ensure effective processes and procedures are in place to monitor and track performance within the Service against the Performance Contract. Manage the analysis of data so that the Clinical Lead and the DMT leadership team have access to timely and accurate information on all key performance indicators. Ensure compliance with all relevant Trust policies. Ensure sufficient staffing levels and allocation depending on service needs Ensure correct skill mix within team Responsible for the day to day efficient and effective operational management of service area, linking appropriately with clinical and multi-disciplinary staff in all matters affecting the delivery of core services. Respond to daily problems and ensure issues are swiftly resolved; implement longer term solutions to issues raised. Work closely with the Clinical Lead, Genetic Counsellors and Matrons to ensure effective support services are in place for all clinical areas. Ensure facilities and other resources are available to meet service needs, including analysing and managing space requirements. Ensure all policies and procedures are adhered to as required by the Trust. Responsible for ensuring Junior Doctors hours requirements are met within service area. As a member of the management team, support the annual Business Plan, ensuring staff involvement, in line with Trust objectives. Manage the analysis of data so that the Management team has access to timely and accurate information on all key performance indicators. Participate in and contribute to Trust wide initiatives and projects as appropriate. Develop and write policies and standardised procedures within own work area. Ensure that effective systems are in place to maintain service delivery in the event of staff absences Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed. Support the management team by preparing presentations. Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service. Management and Leadership Managerial responsibility for all administrative and clerical (A&C) teams, ensuring effective staff deployment within the service. Anticipate staff shortages in admin, clinical and medical areas and coordinate action from relevant leads to minimise the impact of these on service delivery. Set objectives and review performance of A&C staff, identifying individual training and development needs and promote continued personal and professional development to ensure continual improvement. Manage sickness, disciplinary and performance issues in line with Trust policies. Support the clinical lead to ensure safe staffing, recruitment and other HR queries from the medical /dental team. Provide assurance on the effectiveness of medical rotas at both junior and consultant level. Recruit and locally induct A&C staff in line with Trust policies and procedures. Contribute to the development and production of local business plan with regard to own Service. Support workforce plans which anticipate service changes and developments and which address recruitment, retention and workforce supply issues to minimise the impact of these on service delivery. Support organisational change and wider organisation to ensure efficient service delivery and productivity and compliance with Trust and NHS targets; this could include consultation with staff and promoting new ways of working, implementing new policies and procedures. Responsible for developing and motivating staff through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure. Quality, Risk and Governance Manage the implementation of effective systems, control processes and risk management arrangements in the service. Support the monitoring of compliance with internal and external governance and best practice requirements in the Service. Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service. Undertake complaint investigation in conjunction with clinicians. Resolution of PALS issues. Ensure outcomes of root cause analysis, serious incident investigation, PALS issues are implemented. Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service. Perform the duties of an Information Asset Administrator. Financial Management Manage the A&C budget within the service ensuring that expenditure is within agreed limits. Manage and monitor performance so that the Service meets its financial and operating targets. Manage delegated budget responsibilities for area, ensuring income capture, adherence to agreed budget plans, identifying savings and implementing plans to reduce costs as appropriate. Work with the Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required. Support with the identification of cost pressures, service development and cost improvement plans. Support with the development of business cases to meet requirements Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. Ensure compliance with Trust standing financial instructions. Strategy, change and service improvement Participate in Trust and Directorate-wide programmes that contribute to the modernisation of patient services. Contribute to the strategic development of the Service. Identify and ensure service improvement plans are moved forward and delivered with support of DGM/AGM. Identify opportunities for service redesign, focusing on a patient centred approach to delivery; contribute to plans which improve and develop services. Participate in Trust and area wide programmes that contribute to the modernisation of patient services. Investigate processes and define root cause problems in order to support service improvements in line with Trust strategy and modernisation initiatives. Provide support in the development and implementation of R&D education and training programmes within the Service. Person specification Education and Qualifications Essential criteria Educated to degree level or equivalent knowledge, skills and experience Evidence of recent Continuing Professional Development. Desirable criteria Understanding of lean methodology. Previous Experience Essential criteria Evidence of managing successful project and / or operational performance and improvement; including the development and monitoring of output and outcome measures Operational experience in managing specific services including design, development, implementation and management of change in a multi-professional environment. Experience of managing complex budgets from a range of income sources and demonstrable evidence of individual, team, financial, process and change management. Desirable criteria Managing Consultants and junior doctors Knowledge and understanding of the changing NHS environment. Skills/ Knowledge/ Ability Essential criteria Effective people and project management skills. Ability to find innovative ways of solving or pre-empting problems Knowledge of operations and / or project management methodologies and techniques. Use analytical and judgement skills including understanding and application of complex statistical and numerical data. Excellent organisational skills and the ability to prioritise, meet deadlines and delegate effectively. IT literate, including competency in MS Office programmes and in particular in Excel. Knowledge of contract management. Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Jason Martin Job title General Manager Email address [email protected] Additional information For further information about the role, please contact Jason Martin, General Manager for Therapies & Rehabilitation [email protected]