Change Manager

Mapyx Limited; Newcastle upon Tyne; Hybrid; GBP 46,000 - 53,000

Job description

Job Summary

Working within a large and diverse operational area, this role will work across the lifecycle of the NHSBSA portfolio of services and support the operations function to deliver significant change and transformation priorities. The Change Manager (CM) supports the Senior Change Manager (SCM) and Head of Optimisation and Integration in Operations to successfully deliver change across Operations. The post holder will be dedicated to achieving excellence in user centred services. The CM will have a full lifecycle perspective and will consider all elements of services from end to end. This holistic view will help design services that will not only meet user needs now but provide the building blocks for incremental change into the future.

What do we offer?

• Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.
• 27 days leave (increasing with length of service) plus 8 bank holidays.
• Opportunities for development
• Active wellbeing and inclusion networks
• Excellent pension
• Various salary sacrifice schemes
• Employee Assistance programme, offering free 24/7 support for you and your loved ones
• Access to a wide range of benefits and high street and online discounts

Main duties of the job

The post holder will be dedicated to ensuring change across a large and complex operational area, aligned to agreed service standards, priorities and appropriate governance. They will be involved in business and change planning to ensure that resources are prioritised appropriately to take advantage of innovation to improve services for users and increase operational efficiency. Central to this will be the ability of the post holder to support the SCM in collaborating with Senior Management Teams (SMT) and enabling partners in other business functions to understand, deliver and maintain a three-year plan for the directorate.

The CM will be required to lead some cross-directorate change initiatives to desired outcomes and influence future planning. They will also need to interpret when change initiatives will need operational input or will have operational impact and implement activities that will ensure that there is readiness for change so that benefits are maximised and negative impact minimised. The CM will identify and follow benefits from change work into Operational practice to ensure they are realised by directing the Associate Change Managers. This will be essential to ensure Operations maximise efficiency investments. The CM will lead and promote business excellence, promoting the NHSBSA values and act as a role model. They will be forward-thinking and commercially minded supporting the delivery of an ambitious change plan.

About Us

Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives. Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.

As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress. We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health?

Apply today and see where the NHSBSA can take you.

Date posted

27 March 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,148 to £52,809 a year

Contract

Permanent

Working pattern

Full-time, Job share, Flexible working, Home or remote working, Compressed hours

Reference number

G9914-25-0050

Job locations

Stella House/Hybrid, with travel to other NHSBSA sites.

Newcastle upon Tyne

NE15 8NY

Job Description

Job responsibilities

In this role, you are accountable for

• Support the development and communication of a complex strategic three-year roadmap for the directorate that considers all mandatory and non-mandatory change, working alongside key stakeholders, including the SMT, constructing and relaying regular reports to senior colleagues relating to the progress.
• Delivering successful change across Operations working closely with the Head of Optimisation and Integration, SCM and other members of the SMT.
• Support the readiness of operational functions to adapt to change initiatives in order to minimise the impact and maximise user adoption and benefit.
• Line management and development responsibility for the Associate Change Managers.
• Assisting with Business Planning working, influencing and advising key senior stakeholders via regular reporting.
• Working with SMT and delivery partners to help ensure the correct level of business representative involvement in change interventions. Supporting operational areas in business readiness for change.
• Being an active advocate for change and improvement of services considering requirements from users, the operational business and DHSC. Identifying opportunities for service improvement by applying knowledge and experience from inside and outside of the NHSBSA.
• Being part of or connected with relevant communities of practice and business partners to ensure common purpose and drive to improve services.
• Being the product owner/lead business representative on change initiatives.
• Assisting with outline change proposals once changes have been agreed, engaging with all business functions.
• Regularly supports the production of business cases, collecting and challenging all business data to ensure the report meets agreed standards and ensures governance is readied before the start of change projects.
• Supports colleagues in the gathering, analysis and interpretation of quantitative and qualitative insight data to enable services can be iterated based on evidence.
• Supporting the identification, analysis and tracking of cost and benefits of change work, from inception to realisation including impact on operational budgets. Responsible for regularly reporting accurate benefits across the directorate. The post holder will be accountable for engaging with budget holders regarding change readiness costs and management of delegated budget responsibility for change resources.
• Communicates and presents highly complex subjects effectively with a wide range of internal and external stakeholders developing trusted relationships. Identify and encourage points of collaboration and transparent ways of working, against competing priorities.
• Working with other public and private sector organisations to learn and share best practice.
• Deputising for Senior Change Manager as required.
• Taking part in GDS assessments and/or supporting other product owners to prepare and take part in their own GDS assessments. Deliver training as a subject matter expert to a diverse stakeholder group, when required.
• Leads and assists with recruitment and selection as required.
• Requirement to attend internal and external site locations as required.

In addition to the above accountabilities, as post holder you are expected to

• Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
• Demonstrate NHSBSA values and core capabilities in all aspects of your work.
• Encourage an environment where your own and colleagues safety and well-being is promoted.
• Contribute to a culture which values diversity and inclusion.
• Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Person Specification

Personal Qualities, Knowledge and Skills

Essential

• Requires excellent organisational skills to be able to lead and or manage through others a wide variety of change interventions at any one time.
• Requires excellent problem-solving skills to help facilitate progress of work. Has the ability to use their experience to find innovative solutions to service problems by using knowledge from other work within or outside of the NHSBSA.
• Essential to hold a holistic view of services and their users so that the implications of change from all viewpoints can be understood.
• Knowledge of high volume multi-channel service user needs.
• Excellent IT skills.
• Excellent written and verbal communication skills. Being able to explain highly complex information to a range of stakeholders.
• Needs to have a flexible resilient attitude to adapt to changing priorities.
• Achieve excellence through people and performance management.

Desirable

• Knowledge of services within Citizen Services and the key user needs.
• Knowledge of GDS/NHS Service standards.
• Skilled in producing outcome-based roadmaps.

Experience

Essential

• Experience of leading complex change interventions with many stakeholders.
• Experience of prioritisation techniques to ensure earliest delivery of benefits.
• Experience of influencing senior stakeholders.
• Experience of leading multi-disciplinary teams.
• Line management experience in user facing service delivery.
• Experience of engaging and communicating complex information to varied stakeholders.
• Experience of work requiring occasional intense periods of concentration.

Desirable

• Practical experience of both Agile and Waterfall project delivery methodology.
• Involvement in business planning processes.
• Experience of user centred service design principles.
• Experience of representing services at GDS assessments.
• Practical experience of applying GDS standards.

Qualifications

Essential

• Degree in a relevant subject or relevant experience.

Desirable

• Post Grad or equivalent in relevant subject.
• Professional/accredited qualification in Change Management Certification (e.g. Prosci).
• Product Owner Certification from a recognised provider.
• GDS Service Management Course attendance.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

NHS Business Services Authority

Address

Stella House/Hybrid, with travel to other NHSBSA sites.

Newcastle upon Tyne

NE15 8NY

Employer's website

https://careers.nhsbsa.nhs.uk/