Operations Delivery Manager

Job description

Job responsibilities

The Operations and Delivery Manager is responsible for supporting the effective operational delivery of Network 4 Primary Care Network (PCN) priorities, services and programmes. Network 4 Primary Care Network (PCN) is based in South Gloucestershire and comprises four general practices (Downend Health Group, Green Valleys Health, The Orchard Medical Centre, and The Three Shires Medical Practice) and together serve a patient population of approximately 69,000.

Working closely with the Associate Director, Clinical Director, Practice Managers and PCN staff, the postholder will coordinate operational activities across the PCN, ensuring that services are delivered efficiently, contractual requirements are met and governance processes are maintained.

The postholder will oversee performance reporting, budget monitoring, workforce coordination, project delivery and service improvement activities. They will support the implementation of new initiatives and service developments, ensuring appropriate planning, monitoring and stakeholder engagement arrangements are in place. The post holder will build working relationships with key staff and have line management responsibility within the team.

The Operations and Delivery Manager will play a key role in supporting collaboration between member practices and partners, helping to ensure the PCN delivers high quality, sustainable services that improve patient outcomes and support the delivery of neighbourhood health priorities.

Key Responsibilities

Operational Management

• Responsible for the day-to-day operational delivery of PCN priorities and services.
• Develop and maintain operational work plans, delivery schedules and tracking systems.
• Monitor progress against agreed objectives and support timely resolution of issues and risks.
• Support implementation of new services, pathways and operational initiatives.
• Ensure operational processes and procedures remain effective and fit for purpose.
• Maintain business continuity and resilience arrangements.
• Support the Associate Director and Clinical Director in delivering PCN priorities.
• Establish effective systems to ensure actions and commitments are monitored and completed.

Performance, Contracts and Reporting

• Support monitoring of all PCN contractual requirements, including the Network Contract DES and locally commissioned services.
• Maintain systems and processes for monitoring performance measures, key performance indicators and service activity.
• Produce regular performance, activity and assurance reports.
• Support member practices in meeting contractual and reporting requirements.
• Monitor progress against agreed delivery plans and milestones.
• Maintain evidence and documentation to support compliance and assurance processes.
• Identify areas where performance improvement may be required and support implementation of improvement actions.
• Prepare reports and updates for the PCN Board and relevant meetings.

Budget and Resource Management

• Work with PCN Finance lead to monitor budgets and expenditure against agreed allocations for services.
• Work with PCN Finance lead on financial forecasting and budget planning processes.
• Support the development of business cases and financial assessments for service developments.
• Ensure procurement and expenditure processes are undertaken in line with agreed financial procedures.
• Identify financial risks and escalate concerns appropriately.
• Promote value for money and efficient use of resources across PCN activities.

Service Development and Improvement

• Lead the development and implementation of new services and care models.
• Coordinate service improvement projects and operational development initiatives.
• Assist with the development of business cases, implementation plans and service specifications.
• Collect, analyse and present information to support service evaluation and decision-making.
• Identify opportunities to improve operational efficiency, quality and patient experience.
• Support the development of neighbourhood and integrated working arrangements.
• Assist in the implementation and evaluation of service changes.
• Promote continuous improvement and share learning across the PCN.

Governance, Quality and Compliance

• Maintain effective governance and assurance processes across the PCN.
• Support compliance with PCN contractual requirements and organisational policies.
• Maintain and monitor risk registers, action plans and assurance logs.
• Coordinate Board, operational and project governance meetings as required.
• Support compliance with Information Governance, Data Protection and confidentiality requirements including data breaches.
• Support quality improvement, patient safety and clinical governance processes including the management of complaints and reporting on Learning From Patient Safety Events.
• Ensure action arising from audits, reviews, incidents and complaints is monitored and completed.
• Maintain policies, procedures and governance documentation.

Workforce Management

• Provide day-to-day management and support for designated staff.
• Contribute to workforce planning and service capacity reviews.
• Support recruitment, induction and onboarding activities.
• Undertake appraisals and personal development reviews where appropriate.
• Support staff wellbeing, development and training activities.
• Monitor mandatory training and compliance requirements.
• Maintain workforce information and reporting requirements.
• Foster collaborative working across the PCN team.

Project Coordination

• Coordinate delivery of PCN projects, workstreams and improvement initiatives alongside operational delivery.
• Maintain project plans, action logs, risk registers and programme documentation.
• Monitor project milestones and provide progress updates to relevant groups.
• Coordinate stakeholder engagement activities associated with projects and programmes.
• Produce project reports, briefing papers, project evaluation and presentations.
• Ensure agreed actions are followed through and completed within agreed timescales.
• Support evaluation of project outcomes and benefits.

Partnership Working

• Develop and maintain effective working relationships with member practices and stakeholders.
• Act as a point of contact for operational matters across the PCN.
• Represent the PCN at meetings and local forums where appropriate.
• Work collaboratively with providers, community services, voluntary sector organisations and system partners.
• Support delivery of integrated neighbourhood working arrangements.
• Facilitate communication and collaboration between member practices and partner organisations.

Job responsibilities

The Operations and Delivery Manager is responsible for supporting the effective operational delivery of Network 4 Primary Care Network (PCN) priorities, services and programmes. Network 4 Primary Care Network (PCN) is based in South Gloucestershire and comprises four general practices (Downend Health Group, Green Valleys Health, The Orchard Medical Centre, and The Three Shires Medical Practice) and together serve a patient population of approximately 69,000.

Working closely with the Associate Director, Clinical Director, Practice Managers and PCN staff, the postholder will coordinate operational activities across the PCN, ensuring that services are delivered efficiently, contractual requirements are met and governance processes are maintained.

The postholder will oversee performance reporting, budget monitoring, workforce coordination, project delivery and service improvement activities. They will support the implementation of new initiatives and service developments, ensuring appropriate planning, monitoring and stakeholder engagement arrangements are in place. The post holder will build working relationships with key staff and have line management responsibility within the team.

The Operations and Delivery Manager will play a key role in supporting collaboration between member practices and partners, helping to ensure the PCN delivers high quality, sustainable services that improve patient outcomes and support the delivery of neighbourhood health priorities.

Key Responsibilities

Operational Management

• Responsible for the day-to-day operational delivery of PCN priorities and services.
• Develop and maintain operational work plans, delivery schedules and tracking systems.
• Monitor progress against agreed objectives and support timely resolution of issues and risks.
• Support implementation of new services, pathways and operational initiatives.
• Ensure operational processes and procedures remain effective and fit for purpose.
• Maintain business continuity and resilience arrangements.
• Support the Associate Director and Clinical Director in delivering PCN priorities.
• Establish effective systems to ensure actions and commitments are monitored and completed.

Performance, Contracts and Reporting

• Support monitoring of all PCN contractual requirements, including the Network Contract DES and locally commissioned services.
• Maintain systems and processes for monitoring performance measures, key performance indicators and service activity.
• Produce regular performance, activity and assurance reports.
• Support member practices in meeting contractual and reporting requirements.
• Monitor progress against agreed delivery plans and milestones.
• Maintain evidence and documentation to support compliance and assurance processes.
• Identify areas where performance improvement may be required and support implementation of improvement actions.
• Prepare reports and updates for the PCN Board and relevant meetings.

Budget and Resource Management

• Work with PCN Finance lead to monitor budgets and expenditure against agreed allocations for services.
• Work with PCN Finance lead on financial forecasting and budget planning processes.
• Support the development of business cases and financial assessments for service developments.
• Ensure procurement and expenditure processes are undertaken in line with agreed financial procedures.
• Identify financial risks and escalate concerns appropriately.
• Promote value for money and efficient use of resources across PCN activities.

Service Development and Improvement

• Lead the development and implementation of new services and care models.
• Coordinate service improvement projects and operational development initiatives.
• Assist with the development of business cases, implementation plans and service specifications.
• Collect, analyse and present information to support service evaluation and decision-making.
• Identify opportunities to improve operational efficiency, quality and patient experience.
• Support the development of neighbourhood and integrated working arrangements.
• Assist in the implementation and evaluation of service changes.
• Promote continuous improvement and share learning across the PCN.

Governance, Quality and Compliance

• Maintain effective governance and assurance processes across the PCN.
• Support compliance with PCN contractual requirements and organisational policies.
• Maintain and monitor risk registers, action plans and assurance logs.
• Coordinate Board, operational and project governance meetings as required.
• Support compliance with Information Governance, Data Protection and confidentiality requirements including data breaches.
• Support quality improvement, patient safety and clinical governance processes including the management of complaints and reporting on Learning From Patient Safety Events.
• Ensure action arising from audits, reviews, incidents and complaints is monitored and completed.
• Maintain policies, procedures and governance documentation.

Workforce Management

• Provide day-to-day management and support for designated staff.
• Contribute to workforce planning and service capacity reviews.
• Support recruitment, induction and onboarding activities.
• Undertake appraisals and personal development reviews where appropriate.
• Support staff wellbeing, development and training activities.
• Monitor mandatory training and compliance requirements.
• Maintain workforce information and reporting requirements.
• Foster collaborative working across the PCN team.

Project Coordination

• Coordinate delivery of PCN projects, workstreams and improvement initiatives alongside operational delivery.
• Maintain project plans, action logs, risk registers and programme documentation.
• Monitor project milestones and provide progress updates to relevant groups.
• Coordinate stakeholder engagement activities associated with projects and programmes.
• Produce project reports, briefing papers, project evaluation and presentations.
• Ensure agreed actions are followed through and completed within agreed timescales.
• Support evaluation of project outcomes and benefits.

Partnership Working

• Develop and maintain effective working relationships with member practices and stakeholders.
• Act as a point of contact for operational matters across the PCN.
• Represent the PCN at meetings and local forums where appropriate.
• Work collaboratively with providers, community services, voluntary sector organisations and system partners.
• Support delivery of integrated neighbourhood working arrangements.
• Facilitate communication and collaboration between member practices and partner organisations.