Service Improvement Operational Lead–Case Management System Programme

Torbay and South Devon NHS Foundation Trust; Torquay; On-site; GBP 50,000 - 70,000; Full time

Job summary

A prominent healthcare organization in the UK seeks a Service Improvement Operational Lead for the CMS Programme. The role involves leading the redesign of processes, overseeing cross-functional teams, and managing risks to drive transformation in adult social care services. This senior position requires strong leadership and strategic thinking, with responsibilities spanning from stakeholder engagement to compliance. Ideal candidates should have a background in statutory social care management, demonstrating excellent communication and decision-making skills.

Qualifications

• Proven experience in Adult Social Care management and leading transformation.
• Skilled in managing staff effectively and driving performance improvements.
• Strong understanding of legislation like Care Act, GDPR, and safeguarding.

Responsibilities

• Lead the redesign of processes for the new CMS system.
• Oversee system design workplans and coordinate cross-functional teams.
• Manage risks and develop mitigation plans to protect reputation.

Skills

Leadership

Strategic thinking

Communication

Decision-making

Influencing change

Education

Relevant professional registration

Management experience in statutory social care

PRINCE 2 or equivalent

Job description

Go back Torbay and South Devon NHS Foundation Trust

Service Improvement Operational Lead–Case Management System Programme

The closing date is 11 January 2026

You will lead and be accountable for the Adults' elements of the CMS Programme practice and process work plan, as well as the shared responsibilities across teams.

A senior professional within the directorate, providing strategic and operational leadership to drive through service improvement and business transformational change required for the programme. To act as the champion of the CMS Programme, champion the change and help embed the behavioural changes required to deliver the programme and realise the benefits of the change.

This role will ensure connectivity and expertise within and between existing improvement activities of significant strategic importance.

Lead the CMS system implementation and service improvement activity. Review and challenge existing practices to maximise efficiency and deliver benefits.

You will identify support required, help achieve clarity of purpose, benefits and, ultimately, value for money.

Reports to the Associate Director of Operations - Adult Social Care, accountable for CMS Programme delivery.

Main duties of the job

As a senior member of the CMS Programme Board, you will provide expert advice and operational insight to support key decisions and ensure successful delivery of the programme. This is a high-profile role requiring strong leadership, strategic thinking, and the ability to manage complexity and ambiguity while driving transformational change.

About us

Why Work With Us

Torbay Adult Social Care Operational teams are critical to delivering the ambitious changes that Adult Social Care (Torbay) are required to deliver as part of TSDFT's contract with Torbay Council. You will be based with the Adult Social Care Operational team and work with staff at all levels across the services and within partner organisations.

Job responsibilities

Please see job description for full list.

Leading the redesign of processes and services to maximise benefits from the new CMS system, improving efficiency while maintaining quality.

Overseeing system design workplans and coordinating cross-functional teams for development, testing, and implementation, including User Acceptance Testing (UAT).

Managing risks and issues, developing mitigation plans, and resolving high-profile challenges to protect organisational reputation.

Ensure operational readiness by working with the training lead and key stakeholders to shape the workforce training strategy, support delivery, and oversee the development of user-focused training materials and staff briefings to embed new ways of working

Acting as a core Programme Board member, preparing reports, presenting updates, and ensuring agreed actions are implemented within Adult Social Care.

Working closely with senior leaders to align programme priorities with operational needs and resolve issues quickly.

Building strong relationships with stakeholders, elected members, and partners to support collaborative working.

Ensuring compliance with statutory requirements (Care Act, GDPR, safeguarding) and corporate policies.

Providing high-level advice to Directors and the Senior Leadership Team on programme progress and strategic implications.

Managing resources effectively, making informed decisions on staffing and budgets, and overseeing performance management to ensure expected outcomes.

Person Specification

Qualifications and Training

• Relevant professional registration and evidence of recent CPD.
• Management experience in statutory social care.
• PRINCE 2 or equivalent level of experience obtained through operational delivery

Knowledge and experience

• Proven experience in Adult Social Care management, leading transformation and service improvement programmes, and managing staff effectively.
• Skilled in influencing change, overcoming resistance, and driving performance improvements.
• Strong understanding of relevant legislation (Care Act, GDPR, safeguarding) and improvement methodologies.
• Ability to assess complex issues, manage risks, and make evidence-based decisions.
• Experienced in partnership working at a senior level, including negotiation and stakeholder engagement
• Familiarity with IT systems and digital transformation in a social care context.
• Being politically astute with an understanding of the political environment in which TSDFT, partners, and stakeholders operate.
• Developing and implementing innovative service models aligned with corporate and departmental objectives.
• Understanding of emerging research and best practices in risk assessment and safeguarding.
• Familiarity with data-driven decision-making and performance management.
• Sound financial management, including budget oversight and cost-saving initiatives.
• Governance and compliance requirements in a public sector setting.

Specific Skills

• Strong leadership, decision-making, and problem-solving skills.
• Excellent communication and influencing abilities across all levels
• Ability to work collaboratively with service users, carers, and professionals.
• Skilled in strategic thinking, planning, and prioritising under pressure.
• Competent in analysing and presenting complex information clearly.
• Commitment to inclusive, anti-discriminatory practice and cultural change.

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.

Employer name

Torbay and South Devon NHS Foundation Trust