Our Commissioning Directorate plays a vital role in shaping the future of accommodation and community-based support for children, young people, and adults. We take a whole-life approach, ensuring residents are supported at every stage of their journey.
As a Service Manager, you will take the lead in managing a specialist service, working closely with the Head of Service for Adults, to drive performance and deliver outstanding outcomes.
We are currently recruiting for two key roles -
* Service Manager Quality Assurance & PerformanceLead our team responsible for provider oversight and contract monitoring, ensuring services meet the highest standards.
* Service Manager CommercialHead up our commercial team, including the brokerage function, working with health colleagues, managing placements and packages for both adults and children with a focus on value and impact.
In both roles, you will be a subject matter expert, shaping and delivering effective commissioning strategies that make a real difference. You will support the team to deliver high-performing frontline services and champion co-production and collaboration with partners such as health services to maximise public satisfaction.
Main duties of the job
Specific duties and responsibilities include -
Undertake operational management of a specialist service, area or workstream whichhas impact across the Council managing day to day performance in conjunction with therelevant head of service.
Service expert with responsibility for leading the identification, development and delivery ofeffective commissioning strategies for improving service delivery.
Service lead on the continuous development of performance management systems toimprove quality and delivery within the strategic, operational and commercial elements ofcommissioning. Analysing performance data across the service and providers to inform thestrategic direction and evidenced based decision making. Performance will be monitoredthrough POGs and POBs and the postholder will have responsibility for providing andpresenting this data, providing recommendations on actions to improve performance.
Ensuring the performance of Team Managers delivery of front line services within their teamsis effective and efficient, driving a high performance culture.
Support and drive innovation and change across the service and wider partnership.
About us
Wiltshire Council is the unitary local authority for the county of Wiltshire, England, established in 2009 to provide both county-level and district-level services. The council's vision is to foster strong communities where residents can achieve their potential through empowerment and inclusion. The council focuses on long-term challenges, community engagement, and delivering services that support independent living, reduce inequalities, and promote overall well-being.
Key Responsibilities and Services
* Community Services
The council provides a range of essential services to residents, including waste management, public planning, and support for vulnerable populations, such as older adults and people with disabilities.
* Governance
The council consists of elected councillors who form a cabinet to set the council's direction and priorities.A system ofoverview and scrutinyensures accountability for the cabinet's decisions.
* Strategic Planning
The council engages in long-term planning, such as its household waste management strategy, focusing on new approaches and opportunities to manage waste over the next decade and beyond.
* Infrastructure
The council uses Community Infrastructure Levy (CIL) funds to support local infrastructure projects, including roads, schools, and recreational facilities, to manage the impact of development.
Job responsibilities
Job Context
Commissioning is a high-profile public service provided by the Council in partnership with the localNHS though contractual and partnership agreements, the Voluntary and Community sector, and user-led organisations.
The service delivers high quality and effective evidenced commissioning for adults requiringstatutory services, prevention and early help.
Commissioning delivers services to people who need a rapid response to a crisis, need help tomaintain their independence where they have complex needs, and promotes preventative serviceswhich help people remain well and independent.
The service ensures that individualised care and safeguarding of vulnerability and risk is provided inconjunction with other health and social care services and that the Council performs its statutoryduty in relation to the provision of Adult Social Care services.
Job Purpose
This post is the Service Manager for Adults Commissioning with a remit of either operational,strategic or commercial.
Strategic commissioning covers commissioning strategies, data, demand forecasting,recommissioning, relationship management, market development and sustainability, thevoluntary sector and transformation.
Operational commissioning covers quality assurance, contract management, performancemanagement, risk management and safeguarding.
Commercial covers the brokerage service, including the use of bench marking tools such asCare Cubed or similar, and cost negotiation, annual inflationary uplifts, hospital flow, escalations, oversight of matching people and oversight of issues contract agreements suchas CoSA and ToSA.
The service manager is responsible for implementing the strategic direction set by the Director ofCommissioning and Head of Adults Commissioning.
Supporting the Head of Service and Director the postholder will ensure that evidenced basedcommissioning is embedded. They will ensure that there is a robust quality assurance framework inplace and that at every opportunity we provide value for money. The postholder will maintain a focuson meeting the specific needs of the person and ensuring their voice is reflected in the outcomes. Aspart of the extended senior management team of the Commissioning directorate the post holder willprovide support to ensure that services are delivered to the highest standards, providing robustquality assurance, compliance with all legal and statutory requirements and within an effective andefficient budgetary framework.
Specific duties and responsibilities include -
Undertake operational management of a specialist service, area or workstream whichhas impact across the Council managing day to day performance in conjunction with therelevant head of service.
Service expert with responsibility for leading the identification, development and delivery ofeffective commissioning strategies for improving service delivery.
Service lead on the continuous development of performance management systems toimprove quality and delivery within the strategic, operational and commercial elements ofcommissioning. Analysing performance data across the service and providers to inform thestrategic direction and evidenced based decision making. Performance will be monitoredthrough POGs and POBs and the postholder will have responsibility for providing andpresenting this data, providing recommendations on actions to improve performance.
Ensuring the performance of Team Managers delivery of front line services within their teamsis effective and efficient, driving a high performance culture.
Support and drive innovation and change across the service and wider partnership.
Service lead for the recruitment and retention internally and with our providers, providingsupport to over 7000 people, developing strategies and initiatives to support and buildservice capacity.
Supporting the Head of Service to ensure that services are CQC inspection ready, workingwith the inspection leads to understand, prepare for and develop action plans related toinspections.
Develop and deliver co-production and other initiatives with partners such as health toensure the highest levels of public satisfaction for the service, to continue to transform theservice to meet the aspirations of customers and in accordance with the requirements of thelaw and external regulation.
Provide leadership across the partnership (including both internal and external partners),demonstrating a breadth of knowledge and skills and willingness to step outside ofspecialisms.
Engage with customers, carers, the wider community, with staff in the service, the counciland with other organisations to promote the provision of high quality opportunities andservices which will promote well-being and independence.
Work closely with the senior management team across the directorate including operationalcolleagues to ensure that there is alignment across the directorate in terms of a focus onproviding and promoting choice, preventing and delaying statutory services and value formoney.
Support the Head of Service with activities within joint programmes with the ICS and otherpartner agencies, towards integrated approaches to commissioning and joint fundedpathways, ensuring effective partnership working to provide delivery of health and socialcare.
Deputising for the Head of Service, where necessary and Supporting SMT and ServiceManagers in terms of providing cover across the directorate during periods of absence.
Maintaining positive working relationships with other service managers across theorganisation to maintain a one council approach.
Developing strategies to realise savings and service improvements within the service usingperformance information and providing evidence based challenge to drive improvements.Effectively managing budgets and achieving efficiencies through transformation work.
Working with other service managers, lead talent management and succession planningacross the directorate.
Undertaking specialist projects which impact on the whole of commissioning across adultsand children.
Develop, embed and review Key Performance Indicators (KPIs) for the team, and takeresponsibility for delivering good performance and providing a high-quality service.
Identify and manage risks, ensuring that significant risks are escalated as appropriate
Provide technical support and expertise to deliver the service priorities identified in thecorporate business plan and people strategy. Where applicable lead on projects to deliveractions required.
Person Specification
Specific qualifications, knowledge, and skills required for this role - Degree in a relevant subject or/and extensive experience of evidenced based commissioningand managing staff in a large and diverse organisation.
Significant experience of Adults Commissioning and experience in working with CQC andother relevant regulatory bodies.
Expert knowledge of relevant Adults commissioning legislation such as The Care Act.
Level 7 in leadership and management or significant management experience.
Experience of working in a political and sensitive political environment with councillors andsupporting the Head of Service with managing challenges and queries that come into theservice.
An ability to lead effectively at a strategic level in a politically diverse organisation, managingthe conflicting pressures of public demand, media interest, member priorities and budgetconstraints.
Experience of managing staff through change and forming high-quality working relationshipsat all levels including as an interface with elected members.
Experience of leading effective partnership working across health, social care and thevoluntary sector.
Significant budget management with the ability to find innovative solutions to realise savingsand service improvements within the service.
Able to demonstrate highly specialised knowledge, skills and experience in AdultsCommissioning.
Experience of managing and resolving conflict, effectively handling challenging and complexsituations.
Significant evidence of operating at a strategic level delivering qualitative and focusedoutputs.
Significant experience of analysing performance data and making recommendations onchanges to policies, processes and service design.
Well-developed leadership, planning and organisational skills and ability to absorb andunderstand large volumes of new information at pace, distil this information and present itclearly and succinctly to senior managers and members.
A genuine interest and commitment to leading and improving public services in Wiltshire.
Ability to source specialist knowledge from internal and external experts to drive fulfilment ofobjectives.
Proven ability to challenge existing practice and improve performance.
Evidence of designing, developing and implementing solutions to improve service deliverythat support the organisations visions, goals and core values.
Resilience and tenacity to gain agreement and follow through on delivery of plans with theability to be collaborative and respectful, but able to challenge constructively to ensuresuccessful outcomes.
Evidence of developing complex strategies to improve service delivery.
Knowledge and understanding of safeguarding in operational teams and managingsafeguarding issues.
Evidence of continued professional development.
Person Specification
Qualifications
* Specific qualifications, knowledge, and skills required for this role -
* Degree in a relevant subject or extensive experience of evidenced based commissioning and managing staff in a large and diverse organisation.
* Significant experience of Adults Commissioning and experience in working with CQC and other relevant regulatory bodies.
* Expert knowledge of relevant Adults commissioning legislation such as The Care Act.
* Level 7 in leadership and management or significant management experience.
* Experience of working in a political and sensitive political environment with councillors and supporting the Head of Service with managing challenges and queries that come into the service.
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