Sheffield City Council Job Description

Service Manager – Performance

Portfolio: Place

Service Area:

Transport & FM

Grade:

G11

Responsible To:

Head of Service

Responsible For:

All staff within area of responsibility

Holidays and Sickness Relief:

Other Service Managers

Job Purpose The Service Manager is responsible for the overall delivery of the service and for the development and implementation of strategies, policies and plans that set the direction and standards for the future development of the service

Responsible for service delivery, performance, service improvement, professional standards, budgets and people management To deputise for the Head of Service on request and cover for other Service/Business Managers as required

To maintain an overview and determine the broad direction of the future service and assess its likely impact

Dimensions Key Relationships

Location: The job will be based within the Place portfolio and prepared to travel both inside and outside the city boundary as required Scope: The post holder will be responsible for defined service areas. Working pattern: To work flexibly to meet the demands of the job. There may be a requirement for occasional attendance at meetings outside of usual office hours.

Financial Responsibility:

Achievement and management of income and cost targets

Manage budget forecasts to inform the service plan in conjunction with the Head of Service

Compliance with financial regulations and standing orders, maintaining spending within approved level

Lead on developing contacts and relationships, negotiations in a professional, commercial, technical and political environment.

Executive Management

Director and Head of Service within the Place Portfolio for strategic direction, agreeing targets and escalated decisions.

Employees within scope of responsibility, providing management, coaching, support and service improvement.

Internal and External customers to deliver service specification, build relationships, improve service and manage issues.

Internal and external stakeholders Trade Union colleagues for effective

employee relations

Duties and Responsibilities

General Duties and Responsibilities Strategic and Corporate Responsibilities:

Contribute to the leadership of the Portfolio by establishing, developing and implementing effective strategies and policies that will deliver growth and sustainability for the City

Contribute and develop operational strategies and policies that will ensure the city achieves value for money whilst delivering high quality services to meet the needs of all customers of the service

Ensure that operational priorities align to the strategy and desired business outcomes of the portfolio and organisation

Reputational Management: Political Awareness

Inform, support and advise Local Ward Councillors and/or Members of the Council so that they can perform their executive, scrutiny and representational responsibilities and ensure that decisions are appropriately informed and services delivered according to Council priorities

Demonstrate political awareness and have effective relationships when required to work with Elected Members

Contribute towards operational strategy and priorities, aligning with political direction and decision making

Partnership Working

Identify, manage and engage with key stakeholders both internally and externally to the Council to deliver cohesive, integrated services across the city

Work in Partnership with Portfolio Senior Managers, Members / Ward Councillors and Strategic Outcome Boards to deliver the business

Proactively develop alliances and work effectively with all relevant partners, stakeholders and service development groups to resolve problems, implement policies, achieve mutually beneficial goals and improve services.

Resource Management – Financial, Human, Physical Financial

Effective Financial Management, cost controls and income maximisation in an ever changing environment, fluctuating demands and priorities; resources are well managed and effectively deployed to the best possible effects assuring value for money in all activities

Ensure a robust approach to business continuity; communicating and implementing effective continuity arrangements

Ensure the production of information in the form of budget reports and financial forecasting, in line with Council guidance and frameworks

People

Recruit, manage, motivate and develop employees ensuring their health, safety and well-being at work to create a sustainable workforce for the future

Manage and lead staff to achieve high performance and effective operational delivery, including developing and improving staff capability and morale

Ensure all relevant policies and procedures are followed throughout the Team, including those relating to safeguarding, risk management, people management, health and safety, equal opportunities and statutory requirements.

Performance Management: Commercial Focus

Demonstrate an understanding of the wider environments within which the Council operates, including political and economic impacts, technological advances and strategic commissioning to promote innovative service models and deliver the best value for public money

Undertake benchmarking against other organisations including other Local Authorities and the Private Sector to seek out best practice methods and innovation in the use of delivery, performance, management and reporting

Monitor external legal and political developments and advise the Head of Service on appropriate changes to legislation/regulations, including assisting in the drafting and designing of policies for approval by members and other service areas.

Demonstrate an understanding of costs to and income from the service by running the business responsibly and assuring quality of service delivery.

Customer Focus

Drive a customer ethos in the service ensuring that the use of data and insight informs activities and priorities which contribute to the social value and wellbeing of the City

To manage a strategic and robust performance and management information framework, enabling performance to be monitored effectively and actively use this information to deliver service improvements.

To manage a culture of innovation, identifying areas for improved performance and processes and maximising the use of technology

Ensure that the service’s overall vision, values and ethos are customer centric, engaging and enabling customers to have a voice in service determination and delivery

Responsibilities in relation to strategic resilience and business continuity are integral to the role of a senior public servant and you will be required to undertake all reasonable activity associated with such responsibilities.

To contribute as required to your Service Business Continuity Plan and ensure your team members know and are able to follow the Business continuity Plan as required. To undertake all duties and responsibilities in line with current Council Policies and Procedures, including those relating to health and safety; equalities, diversity and inclusion; safeguarding procedures; financial instructions; procurement and commissioning. To undertake any other duties in agreement with the post holder and manager.

Significant changes that may affect the role and responsibilities of the post of the job or the post description would be managed through an agreed process in consultation with the Trade Unions.

Issue date: April 2019

Person Specification

Post Title: Service Manager – Performance

Minimum Essential Requirements

Assessment Method

Specific Knowledge, Experience and Skills

Proven professional excellence in Service Area (See specific Duties and Responsibilities)

General Knowledge, Experience and Skills

Experience of working at a senior management level in a large and complex organisation and evidence of being a visible leader

Experience of leading and managing multidisciplinary teams, developing teams, promoting excellent performance and risk management

In depth knowledge and understanding of performance and risk supported by the ability to analyse, interpret and respond to performance and risk trends

Experience of developing, proposing and implementing effective strategic and operational plans

Experience of planning, budgeting resource management and strategy formulation experience to deliver successful service objectives

Experience of managing and resolving complex problems with the best possible outcomes

Proven achievements in a related field delivering operational services – including in the areas of leadership, performance management, continual improvement and managing change while effectively motivating, empowering and building effective teams

AF/AC/I AF/AC/I AF/AC/I AF/AC/I AF/AC/I AF/AC/I AF/AC/I AF/AC/I

Skills and Abilities

Excellent communication skills, including the ability to promote understanding to a variety of audiences using a variety of communication channels and media.

AF/AC/I

Proven interpersonal skills and experience using these to AF/AC/I

influence others to improve and deliver successful outcomes

To work collaboratively with a wide range of ‘others’ to share knowledge, maximise efficiency and drive change using open dialogue.

AF/AC/I

Ability to give honest, direct and timely feedback, and being prepared to challenge and support others.

AF/AC/I

Demonstrate the ability to make a judgement with a business like mind-set, pushing for things to happen with pace, and being open to different options.

AF/AC/I

To deliver effective mentoring and development to others

AF/AC/I

Qualifications

Educated to Degree Level and/or experience relevant to the post

AF/AC/I

Behaviours – our ways of working

Collaboration: working with others, both internally and through partners, harnessing different skills, experience and perspectives to achieved shared commitment to service delivery.

Communication: Clear about priorities, communicates directly and honestly and promotes understanding, invites participation and seeks feedback.

Innovation: Positively seeks to do things better. Leads on opportunities, challenges and changes. Encourages creativity, stretches and develops others

Ensuring fairness: Understands and works to the values set out in the Corporate Plan, values people as individuals, show respect and positive regard for others

Key: AF- Application Form, AC - Assessment Centre Activities, I – Interview

Health Risks Specification Duties/Risks involved

ICT/Computer user ☒

Moving and handling of clients ☐

Regular manual handling objects/ furniture/equipment

☐

Working at heights ☐

Noise/Vibration exposure ☐

Confined Spaces ☐

LGV/PCV driving ☐

Minibus driving ☐

Fork Lift Truck driving ☐

School Crossing Warden Work ☐

Night Work ☐

Substances covered by COSHH ☐

Respiratory and Skin Sensitisers ☐

Addendum

Specific Duties and Responsibilities Relevant to the Post

To lead delivery of the Performance Service to ensure that appropriate performance management, contract process management (including risk management), supplier relationship management and governance is in place and applied to all servicel delivery activities in partnership with the other Service Managers.

To take lead responsibility for the relationship with Portfolio leads/representatives ensuring the service is fit for purpose and meet the needs of the customer in an ever changing environment.

To ensure service compliance with health and safety systems and procedures to maintain a safe working environment and foster a positive health and safety culture of safe working practices, good practice arrangements and continuous improvement and that employees are trained and competent to undertake their duties.

To take lead responsibility for the reporting of productivity of the service, detailed analysis and strategic recommendations.

To contribute and support efficiency initiatives including value for money, systems and efficiency and contribute to such initiatives being embedded and the implemented within the service area

To work collaboratively with other Managers to ensure that resources are deployed across the whole of the service to maximise productivity and reduce waste as required

To ensure that the service is managed efficiently and effectively to meet the required service standards and performance indicators including contributing, monitoring and reviewing service level agreements, KPI’s and targets

To make budgetary decisions in conjunction with the Head of Service To ensure effective business, financial and budgetary management in accordance with the service requirements including forecasting, monitoring, performance reporting and forward planning

To make management decisions around direct reports and overall leadership of the function

To lead on developing, communicating, reviewing and reporting the Annual Service plan, ensuring Quarterly review cycles are developed to ensure Service objectives are being delivered.

To be responsible for the organisational training and development of resources to achieve compliance and Service Plan Objectives.

Ensure that the Service complies and engages with all aspect of Council Governance, in terms of Risk Management, Emergency planning, Contingency Planning and Safeguarding

Develop a consistent approach to how we manage performance across the Service.

Be the Lead Officer for developing and implementing Continouous Improvement across the Service.

To be an Ambassador for the service developing networks across the Sector and representing the Service at Forums to raise the profile of

the Service.

Sheffield City Council

Role Profile Description

Date Skills & Attainments 2015

Family Technical

Role profile Level Number TE6

Purpose

Overall responsibility for the planning, control and leadership of technical/professional service areas to meet agreed business plans

Role Accountability End Result

Planning

Formulate, propose and gain approval for annual and longer term business plans and budgets for service area

Service plans and budgets agreed within Council budget schedule

Business objectives and plans agreed

Longer term issues set out

Policy

Develop policies and procedures for service area, monitor and control their implementation

Service policies and procedures set and adhered to

Contribution to Council strategic direction

Service improvement to meet changed external legal/political circumstances

Customer service

Represent the service to external customers to provide technical/professional expertise on major council issues

Effective relationships with customers and other stakeholders/politicians

External trends monitored and factored into future plans

Compliance

Determine professional/technical guidance standards for Council and implement them

Decisions taken on major issues

Technical and Professional standards applied

Reports

Provide reports and guidance to Council and external bodies on issues of major importance

High quality reports produced on time

Major issues identified Recommendations for action put forward

People Management

Lead, organise, recruit, develop and motivate the team members

Positive motivational climate

Performance management objectives achieved

Capable skilled team developed

HR policies adhered to

Operational Control

Organise and control the work of the service area to deliver business plan objectives

Objectives achieved

Targets met or exceeded

Service delivered to customer satisfaction

Risk

Develop and implement risk identification programmes in complex multi-team/task projects, including business continuity/disaster recovery

Risks mitigated/monitored

Business continuity effected

Disaster recovery effected

Council reputation enhanced

Resources

Identify, secure and deploy the resources necessary for the service area to meet its objectives

Resources specified

Adequate resources secured

Nature of contacts and relationship (who and the nature of the communications)

Directors, members, external partners, regional and national government representatives, to gain respect and resources for the Council to discharge its duties and improve its standing. To negotiate on behalf of the Council with external providers.

Working Environment Context (physical, disagreeable, health and safety aspects)

Office based, but much time spent away from it, internally and externally, including national/international travel. Extended, unsocial hours and subject to constantly changing deadlines and priorities.

Procedural Context (creativity, discretion, impact, concentration)

Creative solutions to problems constantly required to solve problems within a broad remit. Impact likely to be felt outside the Council, could harm its reputation, and would take some time and trouble to put right.

Direction Received

Role is defined by reference to outputs to be achieved, with the job holder having a high degree of discretion as to how they are achieved.

Key facts and figure ranges (include likely size of any team managed)

Multiple projects up to £10m: Management control over up to 200 employees. Revenue sign off of £25 000.

Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred)

Equivalent to degree or post graduate level and fully professionally qualified, Able to deliver major projects on time and budget. Experienced manager of large diverse teams.

Work Knowledge

Detailed knowledge of the Council’s and government’s operations.

Work Skills and Equipment Operated

High level people and political skills.