Service Improvement Operational Lead–Case Management System Programme

Transformationunitgm; Torquay; On-site; GBP 55,000 - 63,000; Full time

Job summary

A leading healthcare provider in Torquay seeks a Service Improvement Operational Lead for the CMS Programme. This role requires strong leadership and experience in adult social care management to drive strategic improvements. The successful candidate will be responsible for system implementation and will liaise with various stakeholders. Excellent communication skills and a track record of service improvement are essential. This is a full-time position with a salary of £55,690 - £62,682 per annum.

Benefits

Flexible working for carers

Investment in staff development

Qualifications

• Proven experience in Adults’ social care management.
• Experience leading transformation and service improvement programmes.
• Understanding of Care Act and GDPR compliance.

Responsibilities

• Lead and manage CMS Programme for service improvement.
• Develop training materials and oversee implementation.
• Provide expert operational insights for programme delivery.

Skills

Leadership

Communication

Influencing Change

Problem Solving

Education

Relevant professional registration

Management experience in statutory social care

PRINCE2 certification or equivalent

Job description

Main area Administrative Services Grade NHS AfC: Band 8a - Pending Agenda for Change outcome Contract Fixed term: 10 months (secondment opportunity) Hours Full time - 37.5 hours per week Job ref 388-7533695-FC&I

Employer Torbay and South Devon NHS Foundation Trust Employer type NHS Site Union House Town Torquay Salary £55,690 - £62,682 per annum Salary period Yearly Closing 11/01/2026 23:59

Service Improvement Operational Lead–Case Management System Programme

NHS AfC: Band 8a - Pending Agenda for Change outcome

Job overview

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.

Main duties of the job

As a senior member of the CMS Programme Board, you will provide expert advice and operational insight to support key decisions and ensure successful delivery of the programme. This is a high-profile role requiring strong leadership, strategic thinking, and the ability to manage complexity and ambiguity while driving transformational change.

Torbay Adult Social Care Operational teams are critical to delivering the ambitious changes that Adult Social Care (Torbay) are required to deliver as part of TSDFT’s contract with Torbay Council. You will be based with the Adult Social Care Operational team and work with staff at all levels across the services and within partner organisations.

Detailed job description and main responsibilities

Please see job description for full list.

• 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.
• Ensure 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

Qualifications and Training

• Relevant professional registration and evidence of recent CPD.
• Management experience in statutory social care.
• PRINCE 2 or equivalent level of experience obtained through operational delivery

Knowledge and experience

• 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.
• 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.

Specific Skills

• 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.

You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high‑quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.

If you provide support to a family member or friend with health or care needs, we aim to be a Carer‑friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.

IMPORTANT INFORMATION

• We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
• Please read the job description carefully and tailor your application to reflect the requirements of the role.
• Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
• Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
• Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
• If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
• It is your responsibility to ensure the timely receipt of appropriate references.

The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.

Employer certification / accreditation badges

The postholder will have regular contact with vulnerable people and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.