Service Manager

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Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 - the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as "good" or "outstanding" in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King's College London's GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.

Job overview

The Service Manager is a key management role and is responsible for the operational delivery of all aspects of the Endoscopy and Gastroenterology Service at Lewisham Hospital site.

The Service Manager will ensure that effective and efficient structures are in place to ensure that all standards of patient care are met and associated risk and governance matters are managed. The Service Manager will provide support in developing efficient and effective patient centred services, meeting key financial and operational performance targets, and putting in place effective processes for delivering national and local targets, reviewing the efficiency and effectiveness of services in terms of cost effectiveness, service improvement and financial flows.

Key aims are:
• Provide timely, efficient and effective operational service management leadership for both services within the Surgical Division to ensure these are responsive, innovative and provided to the highest possible clinical and performance standards.
• Provide clear leadership ensuring that all staff are appropriately managed and developed, and that they are efficient, effective, engaged and motivated.
• Take forward agreed projects to improve service delivery and patient experience in key areas.
• Main duties of the job
• Lead on ensuring that all performance/quality targets are met.
• Problem solve as appropriate, and develop and implement lasting solutions in

conjunction with clinical colleagues. To be a key member of the Surgical Management Team, taking full responsibility for actions and for keeping other team members fully informed at all times.

Working for our organisation

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

Detailed job description and main responsibilities
• Provide timely, efficient and effective operational service management leadership for both services within the Surgical Division to ensure these are responsive, innovative and provided to the highest possible clinical and performance standards.
• Provide clear leadership ensuring that all staff are appropriately managed and developed, and that they are efficient, effective, engaged and motivated.
• Take forward agreed projects to improve service delivery and patient experience in key areas.
• Lead on ensuring that all performance/quality targets are met.
• Problem solve as appropriate, and develop and implement lasting solutions in

conjunction with clinical colleagues. To be a key member of the Surgical Management Team, taking full responsibility for actions and for keeping other team members fully informed at all times.

Person specification

Training & Qualifications

Essential criteria

• Education to degree level or evidence of sound intellectual ability and ongoing personal development at senior management level
• Recognised post-graduate management qualification or equivalent experience.

Desirable criteria

• Masters level education

Experience

Essential criteria

• Significant general and operational management experience to include the management of a large multidisciplinary group of staff - part of which to have been in the NHS
• A proven record of success in managing significant operational / strategic change whilst also developing and maintaining the provision of a high quality service, within a clinical setting, with multidisciplinary teams
• Experience of team working and building and maintaining effective working relationships in a multidisciplinary environment
• Fully developing staff potential through facilitating training, development and education initiatives
• Demonstrable ability to lead and influence
• Evidence of sound budgetary management experience
• Experience in service redesign and project management
• Demonstrable experience of relationship management with external regulatory bodies
• Intermediate IT software experience - internet based, databases, information systems and key MS office packages
• Experience of writing reports for high level committees and Trust Board
• Experience of managing a busy administration workload with conflicting priorities
• Experience of handling confidential and sensitive information in accordance with the Data Protection Act
• Experience of contributing to the design and development of standard and bespoke data reports
• Experience of developing and improving administrative procedures and practices
• Experience of using initiative and enthusiasm to problem solve/develop the service s with minimum disruption to the office
• Experience of contributing to policy development and implementation

Desirable criteria

• Clinical background
• Experience of working with external organisations (CCGs, GP practices)
• Experience in managing quality/ clinical audit/ clinical governance/ risk management issues

Knowledge

Essential criteria

• Quality focussed with an innovative approach and ability to solve complex problems
• Ability to work under pressure and to prioritise duties
• Knowledge of health service structure and proposed changes
• Knowledge and ability to design and implement policies and procedures
• Excellent verbal and written communication skills
• Strong customer service skills where negotiation and influencing skills may be required
• Ability to plan, prioritise and organise a number of activities and continually reprioritise to meet tight, conflicting and often changing deadlines
• Ability to analyse a wide variety of sometimes complex situations/ information and make decisions within agreed guidelines
• Ability to write and present clear, concise reports and statistical information
• Good influencing and interpersonal skills
• Ability to establish and develop administrative and management systems
• Intermediate IT skills to include MS Word, Outlook and Excel
• Accurate typing skills
• Ability to work on own or as a member of a team
• Evidence of a commitment to and delivery of staff and organisational developmen
• Commitment to self development, with the ability to demonstrate knowledge of current policy and thinking affecting the NHS generally

Personal Qualities

Essential criteria

• Proven self-confidence and ability to confidently state own position on issues.
• Flexibility - adapts to ensure achievement of objectives within constantly changing situations and environments.
• Self-motivated - possesses high internal work standards, sets stretching yet attainable goals; wants to do things better and to measure progress against targets.
• Strong sense of commitment to openness, honesty and integrity in undertaking the role.
• Commitment to ongoing life long learning and personal development.
• Motivation - driven by a genuine interest and concern for the quality and appropriateness of patient services.
• Ability to travel to all other Trust sites

We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.

As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women's staff networks to bring staff together and celebrate diversity across our whole workforce.

Please note, not all roles will meet the criteria for a skilled worker visa.

Employer certification / accreditation badges

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.

Documents to download

• candidate information pack (PDF, 902.1KB)
• Working at LGT (PDF, 4.2MB)