System Control Centre Operational Manager

The role is designed to utilise a combination of subject matter expertise and operational skill to enhance effective service delivery with an emphasis on cultivating and maintaining relationships with stakeholders., The role is designed to utilise a combination of subject matter expertise and operational skill, to enhance effective service delivery through cultivating and maintaining relationships.
+ Co-ordinate activity, problem solve and manage escalations across the Norfolk and Waveney health system and beyond.
+ Maintain strong links with Emergency Planning Response & Resilience colleagues.
+ Support / coordinate links with colleagues across all areas of the ICB to exchange information relating to services commissioned.
+ Maintain effective communication lines with NHSE regional colleagues and neighbouring ICBs.
+ Provide continuity and support for the ICB on-call function, providing day to day handovers and pager transfer for on-call colleagues, and follow up operational issues that may have occurred during the out of hour period.
+ The role supports the wider Urgent and Emergency Care Team to deliver to national and local priorities, as set out in NHS policy to improve and transform urgent and emergency care for the population of Norfolk and Waveney, driving better outcomes, improved operational performance and value for money in planning and commissioning.
+ The post holder will be required to work across the seven-day week. Service hours will predominantly be 08.00-18.30 but may vary according to service need.
+ The work will predominantly be home based and will involve leading the System Control Centre virtual office, as well as chairing and attending online meetings

Working for our organisation
Health and care services in Norfolk and Waveney are working closely together to further improve services and provide more joined-up care for local people. In Norfolk and Waveney, we have already achieved a lot by working in partnership to improve health and care outcomes. These changes have been made possible by different organisations - NHS hospitals, GPs, mental health and community health services, local councils, care homes and social workers, voluntary and community organisations and others - joining forces to agree and plan for local people's needs.
Norfolk and Waveney Integrated Care System (ICS) includes a statutory Integrated Care Partnership (ICP), and an Integrated Care Board (ICB) called NHS Norfolk and Waveney. This partnership and organisation dedicated to making sure that organisations work together for the benefit of our residents, staff and communities is an important step change, helping to create positive differences to local people and joining up health and social care. This is the culmination of many years of effort to build partnership working across the NHS, local authorities, the third sector and patient groups., To oversee team members to deliver the requirements listed above; engage and liaise with key stakeholders, in particular:
To support the delivery of day to day activities and reporting
To provide continuity and support for the ICB on-call function
To liaise with the wider commissioning team to contribute operational feedback to a range of business initiatives and projects
To support the identification and sharing of best practice
To operate in a highly political and sensitive environment
Support resilience initiatives in demonstrating value for money for the current spend through tracking, managing and delivering agreed benefits
The operational leadership of the UEC System Resilience Room includes;
Relationship management
+ Day to day coordination of information flow
+ Problem solving and facilitation of discussions between providers
+ Escalation of areas of concern at system level within the ICB structure
+ Focal point for liaison with NHS England Regional Operations Team
+ Focal point for liaison with East of England ambulance Trust Duty Command team
+ Information gathering, interpretation and trend analysis
+ Maintaining up-to-date guidance for on-call colleagues
+ Providing training for new System Resilience managers and on-call staff
+ Maintaining effective communication with EPRR colleague
Project Management
+ Lead the delivery of project and programme plans, allocating tasks as appropriate, identifying risks, issues and dependencies, considering best practice and current options and ultimately making decisions in the best interest of the project.
+ Develop comprehensive and cohesive plans which are consistent with the overall programme deliverables of the urgent care portfolio of the wider Urgent and Emergency Care Team that meets the strategic direction of the team and minimises unnecessary disruption to stakeholders involved in the process and is operationally sound.
+ Pro-actively manage stakeholders, respond to and resolve conflict between different stakeholders when this arises through facilitation or other appropriate mechanisms.
+ Be responsible for a high standard of work supporting the delivery of projects and programmes of work on time, to quality standards and in a cost effective manner. Maintain any of the project initiation document and associated plans with regular team meetings to monitor progress and resources.
+ Responsible for the planning and organisation of numerous events/meetings. Ensuring communication tools are used to their maximum value for circulating the minutes, agenda and presentations in a timely manner.
+ Demonstrate effective stakeholder management across different departments and at all levels.
+ Support other project and programme leads within the Urgent and Emergency Care team as and when required.
+ Take into account the impact of any change the projects will have on the performance, outcomes or finance and oversee handover of any pieces of work to ensure full ownership and buy-in.
+ Advocate the projects at senior and executive levels and ensure active engagement and sponsorship within and across the Norfolk and Waveney system as a whole.
+ Ensure that the projects maintain business focus, have clear authority and that the context, including risks, are actively managed in alignment with the strategic priorities of NHS.
Staff Management
+ Directly manages the work of staff within the System Control Centre with responsibility for day to day work assigned.
+ Responsible for the recruitment of team staff, chair of recruitment panels and acting as the recruiting officer where appropriate.
+ Responsible for undertaking appraisal and personal development including progressing any disciplinary or capability issues.
+ Responsible for the performance management of System Resilience staff, including encouraging the commitment of the wider UEC workforce to engage and support System Resilience work.
+ Forge close positive working relationships, in order to support an effective matrix approach to achieve NHS objectives.
+ To support, motivate and develop staff within the team to ensure that they are able to deliver the new responsibilities of the System Resilience Room
Information Management
+ Drafting reports summarising status on issues, appraising outcomes, and providing progress reports for the Head of Department.
+ Collate as required, qualitative and quantitative information and lead appropriate analysis to develop robust business cases and contribute to project 'products'.
+ Analyse, interpret and present data to highlight issues, risks and support decision making
Planning and Organisation
+ Contribute to the strategic planning of team projects, identifying interdependencies across projects/functions, potential impacts on wider organisation, resource requirements and building in contingency and adjustments as necessary.
+ Contribute to the development of performance and governance strategies and the development and implementation of improvement programmes, in accordance with Clusters and Sector priorities.
+ Contribute to short, medium and long term business plans, achieving quality outcome
Policy and Service Development
+ Responsible for proposing and drafting changes, implementation and interpretation to policies, guidelines and service level agreements (SLA's) which may impact service.
+ Proposes changes to own function making recommendations for other service delivery.
+ The post holder will need to maintain a good knowledge of emerging policies from government departments for example change management, constitution. This will assist in the thinking and definition of the strategy discussions for the Network and stakeholders.

Hybrid Working
The ICB operates a flexible approach to working. It is expected the majority of our staff will work from a combination of home and office (where possible). For staff designated in a hybrid role they should have a safe and suitable place to work with Broadband access and space for a desk, chair and monitors. At interview a discussion will take place between the recruiting manager and the candidate to ensure they are clear on what is expected.

NHS Norfolk and Waveney Integrated Care Board (ICB) plans and buys healthcare services for our local population. We are accountable for the performance and finances of the NHS across Norfolk and Waveney - a total budget of £2 billion a year. Known as NHS Norfolk and Waveney, the organisation works with local people, health and care professionals, and partner organisations to improve the health and wellbeing of our population.
The organisation is part of the Norfolk and Waveney Integrated Care System. A system dedicated to working with partners in local government, the voluntary sector and others and helping the NHS to support broader social and economic development and to tackle inequalities in health outcomes.
We believe strongly in creating a workplace built on teamwork, whilst allowing individuals to grow and develop in their own roles. Our main offices are based at 8th Floor of Norfolk County Hall, Martineau Lane, Norwich, NR1 2UE however we have a local office for the East of the region based in Beccles and another in the West of the region based in King's Lynn, therefore travel across the Norfolk and Waveney footprint as well as out of county is required according to where our stakeholders are situated.
Our three ICS goals are:
1. To make sure that people can live as healthy a life as possible.
2. To make sure that you only have to tell your story once.
3. To make Norfolk and Waveney the best place to work in health and care.
If you are someone who enjoys making a difference and would like to help people in Norfolk and Waveney live longer, healthier and happier lives then we would love to hear from you.