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Service Manager

Emergency Department, Medicine Division

Band: 7, £46,148 - £52,809 Per annum

Hours: 37.5 per week, all MKUH roles will be considered for flexible working

Are you looking for a rewarding job in a supportive, fast paced environment with the opportunity to directly improve patient experience? This may be the post for you.

Applications are invited for the post of Service Manager, working within the Emergency Department at Milton Keynes Hospital.

This role offers an exciting and very fulfilling challenge and development opportunity for those looking to take the next step in their career. You will be part of a respected team of Service Managers and Operational Managers for the Medicine Directorate and provide pivotal support for the running of the Emergency Department daily and supporting with and delivering on service improvements.

Previous applicants need not apply.

Interview date: 12 January 2025

We care We communicate We collaborate We contribute

"- NHS Survey, 2024'' They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%

The post is responsible for the day-to-day operational management and the effective and efficient delivery of delegated services as directed by Operational Managers for Acute and ED. Working with the Operational Managers, they will ensure these services meet their performance and financial objectives.

They will also lead on specific service improvements / cost saving projects with the Division as directed by the Operational Managers and deputise for senior management as and when required.

Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting‑edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.

As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.

We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.

Further investment is underway, including the construction of Oak Wards – a new ward block featuring two 24-bed wards – and the recently approved Women and Childrens Centre, set to open by 2030.

Visit our website to explore the latest news and opportunities at MKUH – News – Milton Keynes University Hospital –

For further information about Milton Keynes please visit – Visit Milton Keynes

• Service Delivery, Service Improvement, Excellent Outcomes for Patients
  Support the operational managers in developing service development plans to align national direction/strategies and local priorities. Work as part of a CSU and be involved in improvement initiatives. Facilitate transformation across Acute and Emergency Medicine in relation to non‑elective activity, planning and taking action to ensure services are fit for purpose, and have the capacity and capability to deliver future and current demands and standards.
• Performance Management
  Monitor and manage performance within the service/division (including RTT reports, waiting lists, discharge summary completion, outpatient new‑to‑follow up ratios, diagnostic treatment status, length of stay, Stroke/TIA, SDEC and ED dashboards, ECDS, ED breach analysis, and ED board‑round proforma). Ensure data validation is completed to achieve required national and local RTT targets and milestones. Work across the Division to ensure that the Trust access standards are consistently met for all patients.
• Communication
  Communicate clearly and effectively with staff to keep them up to date with relevant information regarding divisional business plans and operational requirements. Develop effective communication channels within and across specialities, including chairing meetings, formal presentations, and team briefs. Provide information regarding performance in a supportive manner which encourages collaborative working to deliver against targets to administrative staff.
• Staff Management
  Manage administration and support staff employed within service/division, notably the division Rota coordinators. Manage timely and effective recruitment and retention of staff, as directed by the Operational Manager for the CSU.
• Business Planning and Management
  Support plans for the development of services as required and as directed by the CSU Lead and Operational Manager. Analyse and interpret complex data to deliver well‑presented information. Regularly monitor demand and activity within area of responsibility. Plan, organise and arrange activities to link with the overall directorate strategy.
• Financial Budgetary Management
  Regularly review and monitor delegated budgets and investigate and raise variances. Support clinical directors and matrons in managing within their establishment and ensure that bank and agency spend is by exception. Ensure that all changes to establishment, replacement of positions and cover are properly documented and presented in a justification case which identifies risk, cost implications and income implications.

• Educated to Masters level or equivalent qualification / equivalent level of experience in Operational Management.
• Awareness and understanding of national policy concerning patient care and developments within the NHS including current developments concerning national plans.
• IT and computer literacy.
• Keeps abreast of national and local developments in health and social care and local data e.g. survey data on quality outcomes.
• Experience of extensive staff management.

• Experience in an operational / patient care management post within an NHS acute setting.
• Evidence of innovation and achievement in management practice.
• Evidence of successful operational leadership and effective involvement in change management.

• Excellent organisational skills.
• Excellent communication skills, negotiation, influencing and persuasion skills.
• Highly motivated and able to work autonomously using own initiative.
• Professional attitude, approachable and enthusiastic.
• Ability to work under pressure and effectively respond to frequently changing demands.
• Assertiveness and diplomacy, when dealing with difficult situations.
• Attention to detail, must be able to concentrate in situations where frequent interruptions are likely.
• Able to deal with unexpected situations.
• Excellent problem‑solving skills.
• Good keyboard skills and advanced use of IT packages and manipulating data.

• Self‑confident and uses this to lead, involve and challenge others as appropriate.
• Makes sustained effort in making a difference to how services are planned and delivered, overcoming obstacles and setbacks.
• Displays a strong motivation and commitment to success.
• Ensures personal, professional behaviour and integrity always.
• Delegates appropriately setting clear and achievable targets and monitoring against required outcomes.
• Develops constructive relationships and networks within the organisation and outside.
• Ensures that the success of individuals and teams is recognised and valued.
• Able to use a range of management styles as appropriate.

• Promotes the building of effective teams and collaboration between teams.
• Builds and maintains sound relationships within teams and with colleagues in other areas including corporate departments.
• Supports teams to continually review services and seek improvements.

• Ability to communicate effectively with all staff groups.
• Excellent communication and influencing skills.
• Ability to work effectively with challenging people/situations.
• Ability to negotiate and persuade.

• Able to perform the duties of the post with reasonable aids and adaptions.
• Service and Project Management.
• Service and Quality Improvement.
• Equality and Diversity.

• Financial Management.

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.

Milton Keynes University Hospital NHS Foundation Trust

A+E Management (Dept)

Milton Keynes

MK6 5LD