Service Delivery and Performance Lead

Leeds GP Confederation; Leeds; On-site; GBP 40,000 - 50,000; Full time

Job summary

A healthcare provider in Leeds is seeking a Service Delivery and Performance Lead to ensure effective delivery of services while managing performance, stakeholder engagement, and regulatory compliance. The ideal candidate will have strong leadership skills, experience in operational management, and excellent communication abilities. This role offers opportunities for professional development within a dynamic environment committed to high-quality patient care.

Qualifications

• Politically astute with strong leadership and negotiation skills.
• Proven knowledge of business planning processes.
• Experience with Microsoft Office and clinical systems.

Responsibilities

• Provide operational leadership and line management.
• Ensure services meet contractual and quality standards.
• Produce monthly service performance reports.

Skills

Strong leadership skills

Excellent communication skills

Problem-solving skills

Ability to negotiate

Operational management

Education

Degree or Equivalent experience

Management or Leadership Qualification

Tools

Microsoft Office packages

SystmOne / EMIS clinical systems

Job description

The Service Delivery and Performance Lead 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.

Main duties of the job

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.

About us

Leeds GP Confederation is a collective of GP practices working together to deliver high-quality, patient-centred primary care across the city. By collaborating, we share resources, expertise, and innovation to improve services for our communities. Our mission is to support general practice, strengthen local healthcare, and ensure every patient in Leeds receives the right care, at the right time, from the right people.

Job responsibilities

TITLE: Service Delivery and Performance Lead

DEPARTMENT Operational Team

HOURS OF WORK: 37.5 hours per week

NATURE OF CONTRACT: Permanent

ACCOUNTABLE TO: Chief Operating Officer

ROLE SUMMARY

The Service Delivery and Performance Lead 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.

The individual will be a driven individual who is looking to build a secure and rewarding future, along with genuine development opportunities, in a forward-thinking organisation.

MAIN DUTIES AND RESPONSIBILITIES

Service Delivery and Operational Management:

• Provide operational leadership and line management of their defined service area 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.
• 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.

Person Specification

Experience

• Politically astute with the ability to communicate highly complex
• and contentious information, both written and verbally
• Proven knowledge of business planning processes and knowledge
• of performance management and development
• Strong leadership skills and the ability of motivate and influence
• staff
• Ability to employ highly developed persuasive and negotiation
• skills to deliver business and operational services
• Excellent facilitation and presentation skills
• Experience with Microsoft Office packages
• Experience of SystmOne /EMIS clinical systems
• Ability to write reports
• Excellent communication and relationship-building skills across
• Ability to interpret complex data and performance information to
• drive improvement.
• Strong organisational and planning skills with the ability to
• Problem-solving skills and ability to respond to operational
• High level of resilience and ability to work under pressure.
• Ability to negotiate, persuade, and resolve conflict.

Qualifications

• Degree or Equivalent experience
• Evidence of continuing professional development
• Masters or Equivalent experience
• Management or Leadership Qualification

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.