Service Delivery and Relationship Manager

NHS; Leeds; Hybrid; GBP 47,000; Full time

Job summary

A health services organization in Leeds seeks a Service Delivery & Relationship Manager to oversee operational performance and ensure quality patient care. In this permanent full-time role, you'll manage service delivery, foster stakeholder relationships, and ensure compliance with contractual obligations. Candidates should have a degree-level education and experience in operational management within complex environments. A salary of £46,953 per year is offered, with flexible working options.

Qualifications

• Experience of working in a complex organisation within an operational capacity.
• Ability to manage change effectively and demonstrate resilience.
• Experience of working successfully with various stakeholders.

Responsibilities

• Manage operational delivery of services for Leeds GP Confederation.
• Lead effective and efficient service delivery, ensuring KPIs are met.
• Develop and sustain working relationships with GP practices and stakeholders.

Skills

Operational management

Stakeholder engagement

Contract management

Quality assurance

Budget management

Education

Degree level education or equivalent experience

Job description

Job Summary

The Service Delivery & Relationship Manager will be primarily responsible for assuring the operational delivery of Leeds GP Confederation services; this includes managing a range of operational staff. They will be operationally responsible for the delivery of services within an agreed contract or portfolio.

About Us

Leeds GP Confederation is a not‑for‑profit, member‑led organisation uniting many GP practices across Leeds. Its aim is to strengthen general practice locally and make sure the collective voice of GPs in Leeds is heard at every level of the health and care system. We support practices and Primary Care Networks (PCNs) to stay resilient and deliver high‑quality care, offering services, and expertise so they can focus on delivering care to their communities.

Job Details

• Title: Service Delivery and Relationship Manager
• Department: Operational Team
• Location: Leeds
• Hours of work: Up to 37.5 hours per week
• Nature of contract: Permanent
• Accountable to: Service Delivery & Performance Lead
• Salary: £46,953 a year
• Contract: Permanent
• Working pattern: Full‑time, flexible working, home or remote working
• Reference number: B0348-25-0015
• Job location: 3 White Rose Office Park, Millshaw Park Lane, Leeds, LS11 0DL

Job Responsibilities

Service Delivery & Operational Management

• Responsible for the operational management and delivery of services delivered by Leeds GP Confederation.
• Lead the effective and efficient operational delivery of the service, ensuring services are patient‑focused, safe, and meet contractual and regulatory standards.
• Ensure adequate leadership and guidance is provided to all operational team members in carrying out first‑line management responsibilities.
• Ensure all services provided are patient‑focused, of high quality and optimise human, financial and other resources effectively and efficiently.
• Deliver all services against contractual requirements including KPIs; attend contract review meetings as needed.
• Provide regular management and contractual reports for services.
• Ensure services are delivered in line with regulatory compliance, in particular CQC regulations.
• Deliver agreed reporting metrics to support the delivery of high‑quality, patient‑cent services.
• Ensure service development and delivery is in accordance with local and national guidelines.
• Monitor and assess service performance against patient access and demand management targets.
• Monitor and evaluate performance of the operational team against objectives; identify and manage change.
• Ensure that services are delivered within budgets, seeking to maximise financial efficiency.
• Maintain and promote a culture of continuous improvement, innovation, and clinical excellence across the service.
• Ensure seamless working with the wider Leeds GP Confederation teams.

Relationship & Stakeholder Management

• Act as the primary relationship lead between Leeds GP Confederation, commissioners, Primary Care Networks, GP practices, third sector, system partners, and other external stakeholders to ensure collaborative service delivery.
• Develop and sustain strong working relationships with GP practices, practice managers, community providers, and partner organisations, promoting integrated and high‑quality patient care.
• Represent Leeds GP Confederation at local and regional meetings, partnership boards, and collaborative forums to strengthen service visibility and influence.
• Proactively engage with external partners to identify opportunities for service development, joint initiatives, and pathway improvements.
• Communicate effectively with external stakeholders to manage expectations, resolve issues, and maintain confidence in service delivery.

Contract & Performance Management

• Manage delivery against contractual obligations, ensuring all reports, KPIs, and governance submissions are accurate and timely.
• Identify and escalates contract risks, developing mitigation plans and working with providers to implement solutions.
• Support the ongoing evaluation and refinement of service delivery models to ensure contractual compliance and financial sustainability.
• Lead on the analysis and reporting of performance data, providing clear insight and recommendations for improvement.

Quality Assurance & Clinical Governance

• Ensure effective systems are in place for clinical quality, safety, and performance monitoring, working closely with providers and clinical leads.
• Oversee implementation of recommendations from audits, incidents, complaints, and patient feedback to drive quality improvement.
• Promote a learning culture that supports staff development, reflection, and accountability in delivering high‑quality care.

Financial & Resource Management

• Work with the Finance Team to manage budgets effectively and identify opportunities for cost efficiency.
• Ensure optimal use of staffing and non‑pay resources to deliver best value within financial constraints.
• Support business case development and funding proposals for service expansion or redesign.

Leadership & People Management

• Provide visible leadership to operational and administrative teams, fostering a culture of performance, accountability, and professional growth.
• Support recruitment, and development of staff to maintain a skilled and motivated workforce.
• Promote staff wellbeing, engagement, and inclusion in line with Leeds GP Confederation values.
• Encourage collaborative working across internal teams and external partners to deliver seamless patient pathways.

Strategic Development

• Contribute to the strategic planning and development of Leeds GP Confederation services, aligning local objectives with wider system priorities.
• Identify opportunities to enhance service provision and strengthen relationships across the Leeds healthcare system.
• Support innovation and digital transformation initiatives that improve patient access and operational efficiency.

Person Specification – Experience

• Experience of working in a complex organisation within an operational capacity.
• Experience and ability to demonstrate coping with change.
• Experience of working successfully with a range of stakeholders both internal and external to the organisation.

Person Specification – Qualifications

• Educated to degree level or equivalent level of experience.
• Depth and breadth of awareness and understanding of key national policy initiatives affecting the NHS and local authorities.
• In‑depth knowledge of General Practice and the emerging agenda and the challenges facing Primary Care.
• Evidence of continuing professional development.
• Knowledge of project management (desirable).

Disclosure and Barring Service Check

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

Employer Details

Leeds GP Confederation
3 White Rose Office Park, Millshaw Park Lane, Leeds, LS11 0DL
Website: https://www.leedsgpconfederation.org.uk/