Senior Service Improvement Lead

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for a Senior Service Improvement Lead on a 3 months contract with the possibility of extension.

Main purpose of the post:

The post holder drives service improvement interventions from delivering root cause analysis of poor performance to leading the delivery of a project. Works closely with Strategic Directors and Directors to understand and analyse performance, provide challenge, identify and deliver against opportunities for improvement. Manages and monitors improvement programmes focused on delivering improved outcomes for residents in line with service directorate priorities. Drives service improvement activity to deliver better outcomes for residents, partners and the community. Post will also be responsible for line management of Service Improvement Leads.

Generic responsibilities:

• Deliver rigorous performance analysis and reporting against KPIs. Identify key trends, issues and drivers. Attend directorate management meetings to present findings and drive actions.
• Identify opportunities for service improvement based on performance analysis. Work with service directorate leadership to develop plans for improvement based on underperforming KPI, or otherwise qualitative or quantitative evidence that demonstrates improvement is required.
• Deliver or support service improvement interventions that realise key benefits for residents and customers of the service. Monitor and report on the impact of service improvement interventions on performance.
• Capture and collate lessons learned, and share knowledge with colleagues in Performance & Business Improvement and the wider client to embed good practice.
• Lead the completion of any annual or quarterly statutory returns or surveys.
• Build strong relationships with leadership, officers and relevant partner agencies within the service directorate they are responsible for. Develop and maintain expertise of frontline service delivery, wider context and challenges that drive or affect performance, to deliver informed and tailored support to directorates. Develop a credible and relevant service offer for the business.
• Work closely with colleagues delivering corporate performance analysis to identify and deliver opportunities for change, provide service level expertise, feedback and challenge
• Work closely with Business Intelligence team to deep dive and interrogate key performance issues, interpret data and provide a clear narrative back to directorates.
• Maintain flexibility to deliver a service to customers, taking into account the specific requirements, capabilities and objectives of individual directorates.

Person specification:

• Educated to degree level and / or a relevant professional qualification
• Evidence of continued professional development
• Substantial knowledge of current issues affecting local authorities
• Detailed knowledge of performance improvement tools and their practical application
• Proficient in SQL, PowerBI and Excel
• Specialist knowledge of service delivery area
• Working flexibly and ensuring work flow and allocation of resources meets priority demands
• Proven track record of building relationships and working in partnership with a wide range of stakeholders, including those at a senior level and in other organisations
• Extensive experience of working in an environment where influence, negotiation and persuasion are significant levers to progress
• Experience of commissioning projects and programmes of work
• Line management experience
• Experience of working in highly complex and political environments
• Extensive experience in leading, delivering and monitoring service improvement programmes and/or interventions, including service design and user-experience design

If you are interested, please contact Pocholo.