Service Improvement Operational Lead – Case Management System Programme
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Job Summary
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.
Job Responsibilities
* 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.
* Ensuring 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
Essential
* Relevant professional registration and evidence of recent CPD.
* Management experience in statutory social care.
* 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.
* 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.
Desirable
* PRINCE2 or equivalent level of experience obtained through operational delivery.
* 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.
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.
Details
* Date posted: 16 December 2025
* Pay scheme: Agenda for change
* Band: Band 8a
* Salary: £55,690 to £62,682 a year per annum
* Contract: Fixed term
* Duration: 10 months
* Working pattern: Full‑time
* Reference number: 388‑7533695‑FC&I
* Job locations:
o Union House, Union Street, Torquay, TQ1 3YA
Seniority level
Director
Employment type
Contract
Job function
* Other
Industries
* Strategic Management Services
Employer details
Torbay and South Devon NHS Foundation Trust
Union House, Union Street, Torquay, TQ1 3YA
Website: https://www.torbayandsouthdevon.nhs.uk
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