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Head of Soft Services Manager | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 04 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £78,163 - £88,884 Per Annum inc. of HCA |
| Hours: | Full time |
| Closing date: | 04 September 2024 |
| Location: | London, SE1 7EH |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 6461162/196-SMT1592 |
Summary
The Head of Soft Services Manager, St Thomas’ and Evelina London Children’s Hospital reports to the St Thomas’ Site General Manager and is responsible for strategically leading and directing soft facilities management services, including but not limited to Housekeeping, Patient Food Services, Grounds, Portering, Postal Services, Reception Services, and other soft services. They will provide strong operational and strategic leadership to enable the services to respond effectively to the challenges faced whilst providing efficient non-clinical services and sustained improvement to support the clinical teams on the St Thomas’ and Evelina London Children’s Hospital site.
The role develops operational strategy and future service plans, proactively introduces cost and efficiency improvements and specifically is required to support and address site development and efficiency issues. Engaging with senior stakeholders and customers, the Head of Soft Services Manager will develop strategic responses to client anticipated and on-going operational requirements and continue to make sustained performance improvements.
The role will ensure the provision of a comprehensive and integrated operational support service to the acute site, ensuring effective performance management, operating standards and reporting against agreed metrics and targets.The role is also responsible for risk management and the implementation of consistent operational service standards across multiple services provided to a range of Directorates/clinical services.
Please note there may be additional or varying responsibilities depending on the need of the service.
Essentia
Essentia is part of Guy’s and St Thomas’ NHS Foundation Trust. Responsible for non-clinical healthcare services, Essentia designs, builds and maintains healthcare infrastructure vital to the smooth running of healthcare services. This encompasses everything from construction projects and healthcare planning to waste management, housekeeping, transport and security. Essentia employs around 1,800 people. It combines exceptionally high standards and public sector values with commercial focus, innovative thinking and modern technology to create the best possible patient experience. Essentia is part of Guy’s and St Thomas’ NHS Foundation Trust. Responsible for non-clinical healthcare services, Essentia designs, builds and maintains healthcare infrastructure vital to the smooth running of healthcare services. This encompasses everything from construction projects and healthcare planning to waste management, housekeeping, transport and security. Essentia employs around 1,800 people. It combines exceptionally high standards and public sector values with commercial focus, innovative thinking and modern technology to create the best possible patient experience.
Organisational Values
Ourvalueshelp us to define and develop our culture,what we doandhow we do it. It is important that you understand and reflect these values throughout your employment with the Trust.
The post holder will:
a. Put patients first
b. Take pride in what they do
c. Respect others
d. Strive to be the best
e. Act with integrity
Ourvalues and behaviours framework| describes what it means for every one of us in the Trust to put our values into action.
Duties and Responsibilities
Strategy, Leadership and performance management
• Develop and deliver the operations strategy and agreed objectives for non- clinical support site services for a range of Clinical Groups/Directorates across the St Thomas’ and Evelina London Children’s Hospital sites.
• Strategically review, manage and deliver a resourcing strategy and operational capacity plans to ensure that customer service level agreements are established, met and operational standards are adhered to.
• Review service performance standards and metrics with the Clinical Groups/Directorates on a regular basis, sharing performance data and taking corrective action to improve as required.
• Develop strategic relationships with a range of Directorate site customers/clients to anticipate and develop future service requirements.
• Oversee and provide leadership regarding the development and implementation of the Trust’s health & safety strategy.
• Monitor and review delivery against the operational plan and report upon it to the St Thomas’ General Manager and Site Director on a regular basis, both analysing and providing statistical performance data and identifying performance trends and issues.
• Provide day to day leadership on all operational site issues and be accountable to the customers on the site as the front line contact for soft services operational performance.
• Exercise delegated authority as required and deputise for the Site General Manager as requested.
• Responsible for the strategic management of external suppliers and providers of services and ensuring that high quality and cost effective services that are compliant are delivered.
• Take remedial action regarding operational underperformance where required.
• Analyse, monitor and track operational performance and data by working with the Head of Performance and Business Improvement and their teams, making recommendations and taking corrective action where issues arise.
• Provide appropriate strategic input to annual business planning process from a site and clinical client perspective.
• Develop site operational strategies in relation to specific services provided and present to the Site Director.
• Work with the Director of Performance & Business Improvement in the development of site policy and procedures, being ultimately responsible for their embedding and implementation across multiple services.
• Manage and participate in the senior operational on call rota and be responsible for cross Trust operational support services.
• Maintain the project work-site in a safe and environmentally sound condition in accordance with Health & Safety policies and procedural requirements.
Strategic relationship management
• Develop and maintain key customer relationships internal and external clients with a number of clinical Directorates on the acute sites and ensure that effective strategic relationships are maintained.
• Work with the key customer contacts from a range of services to develop, establish and monitor annual service requirements and an operational plan with service standards for the sites.
• Develop and manage a professional client communication strategy, attending client meetings as required.
• Act as the daily interface being the customer's as the first point of contact for the multiple services provided on the acute site. Maintain a ‘solutions’ attitude and attempt to strategically identify and procure additional service opportunities.
• Act as first point of contact for the customer in relation to any strategic issues and complaints regarding multiple site services and work with them to ensure that they are both investigated and resolved.
Service Development
• Be responsible for identifying new opportunities for services and for efficiency improvements to services that may realise cost savings.
Risk and Governance
• Be a role model leader of risk and governance.
• Manage, embed and implement agreed operational systems, processes and standards on the site to support Essentia standards and best practice requirements.
• Consistently horizon scan for areas of risk or governance and address/mitigate where appropriate.
• Be responsible for managing all corporate risk and issues for the multiple site services delivered as required by Essentia risk policies and procedures.
• Be accountable for the resolution of complaints from the clinical Groups/ Directorates and suppliers in a timely and appropriate manner working in collaboration with the Essentia help desk.
• Oversee complex root cause and trend analysis of complaints and adverse incidents.
Communications
• Conduct high level, complex negotiations with customers and suppliers and statutory bodies.
• Build positive relationships with external contractors and suppliers.
• Able to manage conflicting priorities and agendas of a diverse range of stakeholders which will require persuasion, negotiation and the ability to communicate with clarity on highly technical subjects; Uses influence and complex stakeholder management skills at all levels to achieve role objectives.
• Provide complex information orally, electronically, in writing in a range of formats from service specifications to business cases and presentations.
• Provides and receives highly complex and sensitive information; and able to translate highly complex technical information to a wide audience.
• Highly developed interpersonal skills, ability to act in a hostile or emotive atmosphere.
• Communicates with a wide range of senior leaders and influences and collaborates on a wide range of issues; to ensure and effective and efficient provision of services.
• Ensures that effective communication exists at all levels and key local and corporate messages are effectively communicated to all staff, ensuring communication is a two way process, which should encourage feedback and generation of good ideas, better staff involvement and help create a strong sense of common purpose and team work.
• Ensure regular open meetings and a consistent method of communication at all levels, across all disciplines and professional boundaries.
• Provide complex information orally, electronically, in writing and via business cases and presentations.
Staff Management
• Manage and lead a workforce of 650 WTE consisting of multiple disciplines and to ensure that all teams meet their set objectives and that staff have opportunities to fulfil their potential through training and development/ PDR’s.
• Provide strong individual and professional leadership through advice and guidance, supporting staff, colleagues and partners, through a visionary, motivational and problem solving approach, subject to financial constraints and workforce policies and procedures.
• Ensure that staff (including external contractors) understand their objectives and performance expectations. Discusses issues of concern with individual member of staff and the Site General Manager and /or Site Director as appropriate.
• Motivate and develop staff and co-ordinates the education and training requirements of the team in line with the objectives of any staff development initiatives either internally or externally and in line with annual appraisals.
• Identify staff training and development needs, ensure all team members have a regularly updated career plan/ Personal Development Plan, are regularly appraised and their mandatory training is updated and appropriately supervised and encouraged.
• Review the areas of service provision to ensure the team have appropriate skill mix and recruit staff members as required.
Financial Management
• In conjunction with the Site General Manager agree financially viable service budgets for multiple services and manage the performance and day to delivery of multiple associated service contracts.
• Manage reporting on budget positions across the site and numerous services provided with accountability for ensuring internal and external financial targets are achieved within the designated Business Plan. Provide a high level of input and challenge to business corrective plans where relevant.
• Prepares financial projections for bids for new services and costs service requirements.
• Manage bid resources and budgets to develop new business and respond to tenders.
• Manage and be wholly accountable for multiple service budgets totalling £28million across the site, ensuring that budgetary and cost saving/efficiency targets are effectively addressed and achieved.
• Ensure that the resources and service standards allocated to the various service teams and ensure that resources are properly and effectively deployed to deliver agreed outputs through set Key Performance Indicators.
• Ensure essential additional expenditure is tracked and is available for reporting/challenge.
• Ensure that all staff in all areas for which the post holder is responsible comply with the Trust’s Standing Financial instructions and Trust procurement processes.
This advert closes on Sunday 11 Aug 2024