Head of Service Delivery and PerformanceNHS

Job summary

The Head of Service Delivery and Performance will provide operational leadership to ensure the safe, effective, and efficient delivery of a portfolio of Leeds GP Confederation services, including being on the Senior Manager on call rota. The post holder will be responsible for performance management, service improvement, stakeholder engagement, service budget responsibility, contributing to developing business cases, and ensuring services meet contractual, regulatory, and quality standards.

The role requires a resilient and experienced manager capable of driving high standards across multiple contracts and services while fostering strong collaboration and relationships internally, and externally with Primary Care Networks (PCNs), GPs, practice teams, commissioners, third sector and wider system partners. The post holder will contribute to strategic planning and support Leeds GP Confederations ambition to deliver high-quality, patient-centred care across Leeds.

The post holder will provide operational leadership and management skills to enable Leeds GP Confederation to meet its agreed aims and objectives within a financially viable, efficient, safe and effective working environment. The post holder will report monthly on delivery in accordance with agreed strategy; provide advice on risks and appropriate mitigation action plans. They will work closely with the Senior Leadership Team, as well as the Quality Committee, Services Committee and Board as required.

Main duties of the job

Service Delivery and Operational Management

• Provide operational leadership and line management of their defined service area portfolio, taking into account issues impacting internally and externally; proactively seeking creative solutions and sharing learning openly.

Innovation, Quality, Clinical and Performance Monitoring

• Continually leads the development of quality services; responsible and accountable for the performance of the team within the overall organisational governance frameworks and corporate objectives ensuring that appropriate systems are in place to evidence achievement

Strategic management and planning

• Contribute to the development of operational and service strategies aligned with Confederation objectives

Financial management

• Manage service budgets in partnership with the Finance Team to ensure value for money and financial sustainability

Leadership

• Ensures that a professional service and image is maintained at all times, thereby acting as a role model to all staff

Responsibility for staff management

• Day to day line management of a team of staff within portfolio in line with Leeds GP Confederation values and behaviours.

Job description

MAIN DUTIES AND RESPONSIBILITIES

Service Delivery and Operational Management:

• Provide operational leadership and line management of their defined service area portfolio, taking into account issues impacting internally and externally; proactively seeking creative solutions and sharing learning openly.
• Lead the delivery and operational management of Confederation services within portfolio.
• Ensure adequate leadership and guidance is provided to all team members;
• Responsible for the line management and performance of a clinical/operational team within a specific service area and within line management structure specific to portfolio area
• Ensure services are safe, patient-focused, and delivered in line with quality, regulatory, and contractual requirements
• Monitor KPIs, contracts, and service-level agreements, addressing issues proactively to maintain performance.
• Provide operational leadership, guidance, and support to service delivery teams.
• Produce monthly service performance reports for the Chief Operating Officer and wider Executive Team.
• As CQC Registered Manager for the portfolio, ensure compliance with CQC and other regulatory bodies, embedding clinical governance in operational processes.
• Maintain effective communication and collaboration with Primary Care Networks (PCNs), GPs, practice teams, commissioners, third sector and wider system partners.
• Lead seamless operational integration across the wider Leeds GP Confederation teams.
• Provision of regular management reports for portfolio services delivered by Leeds GP Confederation;
• Management of all contractual reporting for portfolio services delivered by Leeds GP Confederation;
• Delivery of agreed reporting metrics to support the delivery of high quality, patient centred services;
• Adhere to agreed strategy to develop Leeds GP Confederation services;
• Ensure service development and delivery is in accordance with local and national guidelines;
• Routinely monitor and assess service performance against patient access and demand management targets.

Innovation, Quality, Clinical and Performance Monitoring

• Continually leads the development of quality services; responsible and accountable for the performance of the team within the overall organisational governance frameworks and corporate objectives ensuring that appropriate systems are in place to evidence achievement
• Actively leads innovation initiatives within area of responsibility in order to maximise resources and inspire others to achieve efficiency measures
• Develop and implement systems for ongoing monitoring of service quality, performance and clinical standards and targets including compliance reporting, feedback, monitoring and management in support of patient outcome targets;
• Support auditing processes and ensure learning from incidents, complaints, and feedback is embedded in service improvements.
• Analyse performance data to identify risks, trends, and areas requiring improvement, presenting actionable solutions.
• Provide regular quality and performance updates to governance groups including the Quality Committee.
• Monitor service performance and take corrective action as required maintaining agreed standards and meeting specified targets.
• Communicate effectively regarding issues of quality, safety and risk management;
• Alert other team members to issues of quality and risk;
• Assess own performance and take accountability for own actions, either directly or under supervision.

Strategic management and planning

• Contribute to the development of operational and service strategies aligned with Confederation objectives
• Support planning, development, and implementation of new services and operational models.
• Evaluate service delivery requirements and contribute to long-term development and expansion plans.
• Ensure service development aligns with local and national healthcare priorities.
• Develop and maintain effective communication and relationships within Leeds GP Confederation, Primary Care Networks (PCNs), GPs, practice teams, commissioners, third sector and wider system partners.

Financial management

• Manage service budgets in partnership with the Finance Team to ensure value for money and financial sustainability.
• Support financial planning, forecasting, and year-end reporting.
• Ensure efficient use of staff and resources across all service areas.
• Provide data and insight to support business planning and contractual negotiations.

Leadership

• Ensures that a professional service and image is maintained at all times, thereby acting as a role model to all staff
• Provides a leadership style which is underpinned by strongly held values around equality, diversity and openness; effectively builds and maintains relationships with direct reportee(s) and other key individuals across the organisation.
• Develop high performing teams who are held to account in terms of delivery and clinical outcomes for their area of responsibility;
• Provide visible and supportive leadership to operational teams, fostering a high-performance culture.
• Demonstrate commitment to continuously improving own skills, behaviours and experience to deliver improved patient outcomes and service delivery;
• Ensure all actions and behaviours display respect for individuals, ensuring support for Leeds GP Confederations commitment to equality and human rights in the provision of equality of opportunity in service delivery and employment practice;
• Proactively engage with staff and local communities to share information, develop relationships and networks, and promote feedback to support service delivery and improvement;
• Set clear objectives and conduct regular supervision, appraisals, and performance reviews.
• Support recruitment, workforce planning, and the training and development of staff.
• Ensure staff adhere to statutory and mandatory training requirements.
• Promote staff wellbeing and model behaviours aligned with Confederation values.

Stakeholder Engagement & Communication

• Develop and maintain strong professional relationships within Leeds GP Confederation, Primary Care Networks (PCNs), GPs, practice teams, commissioners, third sector and wider system partners.
• Represent the Confederation at operational, contractual, and strategic meetings.
• Provide clear and regular communication relating to service performance, risks, and improvement plans.
• Engage with patients, communities, and partners to support service transparency and improvement.
• Deputise for the Chief Operating Officer at external meetings as required.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Responsibility for staff management

• Day to day line management of a team of staff within portfolio in line with Leeds GP Confederation values and behaviours.
• Be accountable for the service delivery and performance of a team
• Undertake staff appraisals and deal effectively with poor performance in line with Leeds GP Confederation policy.
• Participate in the recruitment and selection of staff.
• Support and implement workplace induction processes for new staff to ensure that they are aware of all appropriate procedures, policies and information necessary to carry out their role effectively, efficiently and safely.
• Responsible for monitoring the teams adherence to the organisations mandatory training requirements.
• Support staff within own team with motivation, development and training. Provide support and expertise to own team members.
• Mentor colleagues within the team.
• Deputise for the Chief Operating Officer as needed.

Personal/Professional Development

The post-holder will participate in any training programme implemented by Leeds GP Confederation as part of this employment, such training to include:

• Completion of all mandatory training;
• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development;
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

General tasks

• In agreement with their line manager carries out such other duties as may be reasonably expected in accordance with the grade of the post.
• Maintain confidentiality and handle sensitive information appropriately.
• Participate in team meetings, training, and personal development activities.
• Build and maintain professional working relationships with stakeholders.
• Excellent written and verbal communication skills
• Strong organisational abilities, capable of planning and prioritising effectively.
• Ability to work well under pressure and execute tasks to a high standard whilst supporting peers.
• Good questioning skills to enable issues/problems to be identified and resolved.
• Awareness and experience of working with and respecting confidential material.

About us

The Leeds GP Confederation has two purposes:

To be a voice for and represent General Practice in the Leeds Health and Care System:

• A collective voice for General Practice that will be heard throughout the health and care system
• Through representation and active participation in the health & care system to contribute to the setting of strategy and decision making

To hold contracts to enhance access to healthcare across Leeds and to provide a range of services to General Practices:

• By providing services and holding contracts that directly support General practice
• By having an infrastructure that enables, where appropriate, at scale working for the benefit of general practice and populations
• Inclusive transparent governance
• Not-for-profit

For further information, please go to www.leedsgpconfederation.org.uk