Service Manager - Hertfordshire

Description & Requirements

This role will manage the Hertfordshire Team, so you need to live locally or within a commutable distance of Hertfordshire.

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK, we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

The Service Manager is accountable and responsible for the successful delivery of a portfolio of health improvement contracts across Hertfordshire, primarily our Child Weight Management service. They will lead and support multidisciplinary teams to deliver high-quality, evidence-based services that meet and exceed contractual requirements, improve population health outcomes and reduce health inequalities across multiple local authority areas.

The role requires regular face-to-face engagement with commissioners, local authority representatives, healthcare partners, community stakeholders and delivery teams to maintain strong working relationships, support service development, review performance and identify opportunities for continuous improvement and innovation. As part of this the Service Manager will:

• Lead, motivate and support the day-to-day operations of the contract portfolio, ensuring teams are appropriately trained and competent to deliver lifestyle, prevention, screening and behaviour change services to the highest standards of care.
• Create and deliver effective strategies to maximise participant and stakeholder engagement, drive referrals and achieve contractual performance targets across all commissioned services.
• Build and maintain strong partnerships with commissioners and key stakeholders through regular face-to-face performance reviews, contract meetings, service visits and collaborative development activities.
• Ensure an evidence-based approach that quantifies and qualifies impact through robust data capture, reporting, evaluation, feedback and case studies across the portfolio.

Accountability:

• Manage, lead and deliver performance, quality, compliance and financial targets across a portfolio of health contracts operating within the West Midlands, including:
  • Achievement of Key Performance Indicators (KPIs), quality and compliance targets
  • Adherence to quality standards, policies, and procedures
  • Deliver strategy to market and promote the service to ensure referrals to the service are appropriate, in line with targets and match inclusion criteria requirements
  • Ensure service risks, barriers and issues are identified and contingency plans are agreed with Senior Management Team
  • Create and establish strong working relationships with internal and external stakeholders and partners
  • Create links and pathways with local services, community organisations and agencies that complement the aims of the service
  • Ensure effective working relationships with locally based health improvement programme leads and managers
  • Promote the service and provide advice and support for referring agencies on the strengths and skills of the service to meet their customers' needs
  • Be a strong conduit between the service and the Commissioners, together with any national and regional networks supporting the development of national and local health aims
  • Facilitate communication and development of relationships between delivery team and wider primary and community care services / groups
  • Overarching management of performance and financial data assigned to partner Service Level Agreements and sub-contractor contracts, including the provision of reports to commissioners and Senior Leadership.
  • Deliver monitoring meetings with external providers, referral partners and other key stakeholders
  • Undertake regular face-to-face meetings with commissioners, local authority representatives, Integrated Care System partners, subcontractors and other key stakeholders to review performance, strengthen partnerships and support contract growth and sustainability.
  • Ensure Quality/Process and Procedures are embedded:
    • Develop the thresholds, referral criteria, pathway policies, procedures and associated administration and forms, ensuring that these are thoroughly tested, user friendly and widely known.
    • Ensure the service meets all quality assurance standards
    • Ensure systems are in place for ongoing review and assessment of service and staff performance
    • Be responsible for the deployment of measures that confirm delivery standards are being met and staff are demonstrating the required competencies in line with their specialist work area
    • Ensure information management processes meet required data management guidelines and systems are in place to satisfy Freedom of Information requests and Information Governance requirements as required
  • Recruiting and developing teams to ensure they are embedded within Maximus and satisfy all required knowledge and quality standards, encourage learning and innovative culture, capturing best practice to inform service design and improvements
    • Facilitate and/or provide formal and informal training to ensure teams meet the required competencies and skills required
    • Support all to access supervision and ensure all engage in the development of annual Personal Development Plans (PDPs)
    • Ensure the whole team are appraised annually, celebrating success and individual growth, whilst creating space and opportunity for any areas of development to be addressed
    • Ensure the teams wellbeing is closely monitored and adopt proactive approaches to drive a compassionate, collaborative and respectful value-led culture
    • Participate in the induction of all new staff, keep accurate and up to date personnel files and ensure mandatory training carried out in a timely manor
    • Create a culture of further development and constructive feedback with individuals and teams, embedding and ensure behaviours demonstrate the company values.
• Clinical Governance / Audit
  • Ensure the services complies with auditable standards and evaluation relating to use and effectiveness of the service, including comparison with other services provided in other areas
  • Ensure clinical policies, processes are adhered to by the team across the service
  • Support with research (as required) to proactively build our portfolio of evidence and innovation