Head of Service Management Capability

Are you a strategic leader with a strong vision for success? Passionate about driving continuous improvement and enhancing customer satisfaction in service management operations? You will be responsible for creating a unified framework and setting industry-leading best practice across NHS SBS's service management function. Your work will establish a model of excellence that will influence the entire business. Directing a team of service managers, you will develop strategies to boost engagement, champion ongoing improvements, and enhance capabilities. At the same time, you will focus on anticipating future service needs, improving client well-being and driving revenue growth, all while aligning with our business's overall objectives. You will also focus on improving the efficiency and effectiveness of the team by spearheading client engagement initiatives, workflows, monitoring performance, and strengthening customer relationships to meet growth targets. This role will be key in redefining and redesigning our service management approach, creating a comprehensive, enterprise-wide strategy to refine operational practices and improve individual capabilities. Initially, you will create a robust service within one business unit, with the potential to scale across the wider business once successful. Key Responsibilities:

• Developing and implementing a centre of excellence for Service Management across the business.
• Designing and delivering innovative learning programs to build skills and cultivate a continuous learning culture
• Leading, coaching, and mentoring the Service Management team to make sure consistent performance is maintained and support is provided across NHS SBS.
• Completing client strategies that align with growth objectives, aiming to improve NPS scores and customer contentment.
• Using metrics and data to assess the effectiveness of services, recommend improvements, and enhance customer experience.
• Developing frameworks for managing customer feedback, identifying upsell opportunities, and driving cost-efficiency through established methods.
• Leading the integration of CRM into service management processes, improve client processes, and establish critical metrics to monitor and improve customer engagement and well-being.
What you'll bring:
• Demonstrable experience in BPO or related industry, ideally within the NHS/Healthcare
• In-depth knowledge of client management and sales processes and methodologies.
• Familiarity of sales tools and CRM systems
• Highly organised and results focused
It would be great if you had:
• Experience managing NHS healthcare clients.
• A strong understanding of NHS finance, procurement, and HR processes.
• Experience working in a business with a consulting practice and market offerings.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Employment Type: Full-time, Permanent Location: Leeds (commutable distance to this office, maximum of 3 days per week) Security Clearance Level: DBS Internal Recruiter: Katie Salary: up to £85,000 (depending upon experience and development needs) Benefits: £6,600 car allowance, 25 days annual leave with the option to buy additional days, private medical , life assurance, pension, and generous flexible benefits fund Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about us? NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams' expertise, in-depth understanding of the NHS, and commitment to service excellence. We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level. Would you like to join us on our journey?


• Demonstrable experience in BPO or related industry, ideally within the NHS/Healthcare
• In-depth knowledge of client management and sales processes and methodologies.
• Familiarity of sales tools and CRM systems
• Highly organised and results focused
It would be great if you had:
• Experience managing NHS healthcare clients.
• A strong understanding of NHS finance, procurement, and HR processes.
• Experience working in a business with a consulting practice and market offerings.
  
  NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams' expertise, in-depth understanding of the NHS, and commitment to service excellence.
We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level.

Employment Type: Full-time, Permanent Location: Leeds (commutable distance to this office, maximum of 3 days per week) Security Clearance Level: DBS Internal Recruiter: Katie Salary: up to £85,000 (depending upon experience and development needs) Benefits: £6,600 car allowance, 25 days annual leave with the option to buy additional days, private medical , life assurance, pension, and generous flexible benefits fund Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.