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Head of Service Evolution

Employer
NHS Professionals
Location
UK
Salary
Competitive
Closing date
17 Sep 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Role: Head of Service Evolution
Contract: Permanent
Hours: 37.5 hours per week
Base: Homebased

The Head of Service Evolution is responsible for ensuring that the innovation and new service opportunity needs of each NHSP client are fully understood by the Solutions team and delivered appropriately. The role will work closely with the account management function to understand and scope the innovation and new service opportunity with each client, and will then lead on ensuring that the appropriate solutions are delivered as part of the service evolution process.

The Head of Service Evolution is responsible for ensuring that each NHSP client has a service evolution plan in place and that the plan is implemented.

A service evolution plan consists of the following:
  • A current state picture of services being delivered to a client, i.e., the specific services being delivered and the maturity of each of those services
  • This current state is mapped against the Service Evolution Framework (SEF). The SEF details the client's workforce challenges/People Plan priorities and the ideal service hierarchy/value-add enablers for the client persona in question. This enables the current state provision to be mapped against the framework, thereby illustrating the service/intervention gap
  • The service evolution plan is therefore an active document that captures the new service development initiatives required to address the service gap that in turn, enables delivery of the client's workforce challenges/people plan priorities
  • The plan also captures the value-add enabler initiatives that underpin the new service propositions required, e.g., tech roadmap, worker proposition, customer experience, continuous improvement
  • Once the individual needs and the collective trends are captured, the Head of Service Evolution will work with the Solutions team to bring relevant services to life

In addition to service evolution, the role will also take responsibility for short term solution development initiatives, e.g., quick-to-market partnerships such as EVP, D&I, i.e., those enabled by third-party capabilities

The role will also play a key role in the following V22/service development initiatives:
  • Vetting to Onboarding and Recruitment Services
  • Substantive
  • Early careers/new role development, e.g., new roles identified by ICSs
  • Taking a lead within the Solutions team for relationships with NHSE/I, NHS Digital and NHS X

Responsibilities
  • To be the key liaison point between Account Management (AM) and Solutions
  • To work with RADs, ADs and SAMs/AMs and the client directly to capture and record the current service status for each NHSP account
  • To work with AM and clients to understand each client's service/People Plan/evolution ambitions and record these on the client's service evolution plan
  • To develop relevant collateral for AM to enable AM to represent Solutions initiatives/service evolution to clients
  • By using the Service Evolution Framework, identify the service initiatives and new service opportunities of relevance to individual clients and clients collectively
  • To group client accounts into persona types to help spot trends and accelerate collective action
  • For each persona type, capture the value-add initiatives that are required to underpin new services and ensure that the relevant internal parties are working appropriately to bring these to fruition
  • For shorter term services, work with the relevant third parties to engage and deploy these services, as well as designing and deploying new short-term services where relevant
  • For medium/longer term interventions, brief the Head of Propositions and/or Director Solution Architecture
  • To understand the scope and purpose of the Vetting to Onboarding & Recruitment Services V22 workstream and to ensure that it is enabling relevant service capability, both for service evolution initiatives and for broader substantive/recruitment services capability
  • To be the solutions lead for the Substantive V22 workstream - bringing an external market view, participating in workstream activities, ensuring that the proposition meets the needs of our clients
  • To identify and develop opportunities for NHSP to recruit/train new skillsets for the NHS. This will involve understanding individual client needs and ICS needs, and will also involve working with the NHSP CSWD team
  • The role will be responsible for staying abreast of industry/market knowledge and trends to ensure the development of optimal best in class solutions
  • To participate in special projects and perform other duties as assigned

The successful candidate will have:
  • Masters degree or relevant level of experience and knowledge
  • Knowledge of developing services to mature the recruitment provision of a complex organisation/s
  • Knowledge of the recruitment technology systems, processes and people enablers of recruitment systems (e.g., roster platforms, booking systems, ATS, VMS etc.)
  • Experience of working closely with sales/account management teams to develop improved client
  • Experience of leading a large-scale complex recruitment service and/or service relationship
  • Experience of developing recruitment capability by designing and delivering new services
  • Experience of realising the associated benefits, e.g., increased customer satisfaction, improved efficiency, savings
  • Experience of working closely with sales/account management teams to develop improved client outcomes
  • Ability to work cross-functionally to acquire and validate information and ways of working
  • Experience of communicating complex data and ideas effectively to senior audiences

What perks are we offering in return?
  • Competitive salary with the opportunity for progression for exceptional performers
  • 27 days' annual leave per year plus 8 public holidays
  • Access to a stakeholder pension scheme
  • Health and wellbeing support
  • Access to a discount scheme and an employee recognition scheme.
  • Agile working
  • Ability to buy and sell annual leave
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