Role Summary
The Operational Support Manager will lead the operational backbone of our NHS-commissioned healthcare contract within the court environment, working in strategic partnership with the Head of Clinical Services. This non–patient-facing role is pivotal in driving governance excellence, regulatory compliance, and continuous service improvement across multiple clinical hubs.
The postholder will oversee operational workflows, manage audit and assurance cycles, and lead the development of systems that underpin safe, effective, and compliant care delivery. They will supervise a small support team, coordinate cross-functional projects, and act as a key conduit between clinical operations, governance, and external stakeholders.
You will be provided an induction by your line manager and structured mentoring to ensure you have the environment, knowledge and support to succeed at the role.
Key Responsibilities
Contract Compliance & Performance Leadership
* Own the contract performance dashboard, ensuring timely reporting of KPIs, SLAs, and compliance metrics
* Support in the preparation of quarterly and annual contract review cycles, preparing strategic briefing packs and action plans
* Escalate performance risks and coordinate resolution strategies with clinical and operational leads
Business Intelligence & Operational Reporting
* Oversee the collection, validation, and analysis of CDI, MI, and operational datasets
* Lead the development of BI dashboards and performance packs to inform executive decision-making
* Ensure data integrity and audit-readiness across all reporting streams
Clinical Governance & Incident Oversight
* Support incident review meetings and ensure PSIRF investigations are completed to standard
* Maintain oversight of the incident register, ensuring timely escalation and thematic analysis
* Embed learning loops and drive improvements based on incident trends and root cause analysis
Quality Standards & Service Improvement
* Lead the implementation of quality standards for Health Finder Pro (HFP) and other service lines
* Oversee service-specific improvement plans and monitor delivery against agreed milestones
* Report monthly on closed actions, overdue items, and quality improvement trajectories
Audit & Compliance Management
* Lead internal and external audit programmes aligned with CQC and NHS England requirements
* Use Safety Culture tools to track findings, assign accountability, and monitor resolution
* Hold staff to account for non-compliance and support corrective action planning
Fleet & Logistics Oversight
* Manage relationships with leasing providers, insurers, and contractors
* Oversee fleet compliance, servicing schedules, and incident response protocols
* Maintain fleet registers and ensure timely renewals and inspections
Workforce Planning & Rota Governance
* Support recruitment workflows, ensuring timely onboarding and compliance with safer staffing
* Lead workforce forecasting and rota planning for court-based clinics
* Monitor leave balances, shift patterns, and escalation protocols for rota gaps
Project & Systems Leadership
* Lead operational improvement projects with defined scope, timelines, and KPIs
* Maintain operational policies, risk registers, and procedure manuals
* Ensure meeting governance through agenda setting, formal minute-taking, and action tracking
Risk Management & QMS Development
* Lead QMS inspections and implement corrective actions for identified weaknesses
* Develop risk registers and mitigation strategies across operational domains
* Ensure ISO-aligned protocols are embedded and continuously improved
Stakeholder Engagement & Governance Support
* Act as a senior liaison for internal teams, commissioners, and regulatory bodies
* Prepare governance materials for audits, inspections, and contract forums
* Lead the collation of evidence packs for CQC, NHS England, and other regulators
Cross-Functional Collaboration
* Work closely with Health & Safety, HR, and clinical governance teams to align priorities
* Champion cross-functional initiatives that improve operational efficiency and service quality
Essential Criteria
Qualifications & Experience
* Proven track record in leadership, healthcare operations or governance roles
* Minimum of 3 years' experience in healthcare, contract management or operational leadership
Skills & Competencies
* Advanced analytical skills with strong data interpretation capabilities
* Excellent written and verbal communication across clinical, operational and executive audiences
* Demonstrated leadership, effective prioritisation and stakeholder management
* Ability to balance competing priorities in a fast-paced, regulated environment
Desirable Criteria
Qualifications & Experience
* At least 5 years' experience in healthcare, contract management or operational leadership
* Degree-level qualification (BSc / BA) in a relevant discipline or equivalent
* Project Management and/or Leadership certification
* Experience in fleet management or logistics coordination
* Proven knowledge of clinical governance and regulatory compliance (CQC, ISO, Safeguarding)
Skills & Competencies
* Proficiency in Microsoft Office suite and BI dashboard tools (Power BI, Zoho Analytics)
Person Specification
* Leads with integrity, professionalism and discretion
* Champions continuous improvement and operational excellence
* Demonstrates resilience, adaptability and a solutions-focused mindset
* Committed to enabling high-quality, compliant patient care through robust systems
* Empowers teams and fosters a culture of accountability, collaboration and multidisciplinary working
Application deadline: 20th October 2025
Interviews:week commencing 27th October 2025
Job Types: Full-time, Permanent, Fixed term contract, Temp to perm
Contract length: 12 months
Pay: £42,182.00-£44,820.00 per year
Benefits:
* Casual dress
* Gym membership
* Health & wellbeing programme
* Sick pay
* Work from home
Application question(s):
* Do you hold a valid right to work in the UK document?
Work Location: Hybrid remote in London SE11 5JH