We are at a pivotal stage of our digital journey, having just gone live with our Electronic Patient Record (EPR) digital solution across both our hospital sites. We have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience through the healthcare system and joining up systems and data across North West London to better meet the needs of citizens.

This role is part of the Delivery team, who are responsible for:

• Executing a portfolio of digital technology projects – focused on improving outcomes
• Contributing to the development of our applications and technology strategy
• Improving user experience in our systems and processes
• Supporting the delivery community of practice across the organisation – evolving our delivery practices

My job makes lives betterby...

Delivering digital technology platforms and services that have a positive impact on patients, service users, and staff – improving health outcomes.

As a Delivery Manager, you are accountable for the performance of the delivery team. In this role, you will:

• Build and maintain teams, ensuring they are motivated, collaborating and working well
• Identity obstacles and help the team to overcome them
• Focus the team on what is most important to the delivery of products and services
• Coach and mentor both team members and others to apply the most appropriate tools and techniques

The complexity of breadth of products or teams will vary in this role, depending on the context. The types of projects the Delivery team support:

• Leading the launch of new digital applications / technology to patients, service users and staff
• Delivering upgrades or changes to existing digital applications / technology and processes
• Service and quality improvement projects

You will put people at the heart of everything you do – with a relentless focus on user experience and ensuring all our user needs are met across sites at Chelsea and Westminster Hospital NHS Foundation Trust (CWFT).

With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of digital, data and technology experts that delivers service improvements and keeps at the forefront of new technology.

We provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have over 6,000 members of staff that are PROUD to Care for nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children’s, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We’re one of the safest and best performing Trusts in the country. We’re also one of the top trusts to work for – our staff say they’re engaged, motivated, and would recommend us as a place to work and receive treatment.

In 2020 Trust was rated by the Care Quality Commission as Outstanding in the well-led and use of resources domains and Good in the safe, effective, caring, and responsive domains. The Trust as a whole was Good, but the Chelsea site was Outstanding.

Our facilities are some of the best in the country. We have been investing around £10 million a year in our estate. We are currently spending £25 million on expanding our adult and neonatal critical care facilities at Chelsea and Westminster and redevelopment of our children’s unit at West Middlesex – in partnership with our charity, CW+ and generous donors.

Skills needed for this role

Leadership

• Provide leadership and direction to the delivery of the projects within a larger programme or portfolio across the Digital, Data and Technology teams
• Mentor and coach other delivery professionals – helping to develop their skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address on new needs or skill gaps

Delivery methods and techniques

• Identify and compare the best processes or delivery methods to use in a delivery team
• Recognise when something does not work and encourage a mindset of experimentation in the delivery team
• Adapt and reflect, be resilient and have the ability to see outside of the process
• Use a blended approach depending on the context of the product / project
• Measure and evaluate outcomes – helping the team to manage and visualise the outcomes
• Visualise and make visible the work of the team

Commercial management

• Act as the point of contact for contracted suppliers
• Understand appropriate internal contacts and processes within clinical, operational and technical teams
• Understand and use your judgement as to how and when third parties should be brought into Digital, Data and Technology (DDaT) projects

Communication skills

• Listen to the needs of technical and business stakeholders and interpret them
• Manage stakeholders’ expectations and be flexible in the delivery approach
• Be capable of proactive and reactive communication
• Facilitate difficult discussions within the team or with diverse senior stakeholders
• Exploit a variety of different communication channels and user groups to support the delivery of your projects (example: a change in a clinical / operational process that requires education / training to support the transition)

Financial management

• Understand how to balance cost versus value
• Consider the impact of user needs
• Report on the financial delivery of your team and project(s)
• Monitor cost and budget for your project(s) and know how and when to escalate issues

Life-cycle perspective

• Ability to recognise when to move from one stage of a product or delivery life cycle to another
• Ensure the team is working towards the appropriate service and delivery standards for the relevant phase
• Manage the delivery of products and services at different phases

Maintaining delivery momentum

• Facilitate the delivery flow of a team, managing the pace and tempo ensuring it is sustainable
• Actively address internal and external risks, issues and dependencies including where ownership exists outside the team

Making a process work

• Identify and challenge organisational processes of increasing complexity and those processes that are unnecessarily complicated
• Add value and coach the organisation to inspect and adapt processes
• Guide teams through the implementation of a new process

Planning

• Create, develop and iterate delivery plans for your projects – that covers the full delivery lifecycle – from design, build, test, clinical safety, data protection, go-live and cutover
• Understand the environment you are delivering in and prioritise the most important or highest value tasks
• Gather and analyse quantitative and qualitative data to inform planning and measure outcomes
• Manage complex internal and external dependencies
• Provide delivery confidence to stakeholders
• Remove blockers or impediments that affect plans and develop a plan for difficult situations
• Ensure that teams plan appropriately for their own capacity
• Work with Applications Operations to develop the Service Operating Model for the new or updated application / service – supporting service design and transition activities (examples – not exhaustive – contract management, knowledge transfer, process and policy design)
• Lead the design and development of operating procedures and policies across the clinical, operational and technical teams for your project(s)

Team dynamics and collaboration

• Bring people together to form a motivated delivery team
• Create the right environment for a team to work in and empower them to deliver
• Recognise and deal with issues

Facilitate the best team make-up depending on the situation

Community of Practice

• Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.

Other Duties:

• Occasional work may be required outside of core business hours to support major projects / programmes
• All other reasonable requests

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