Service Improvement Manager; SIM Emergency Medicine

We encourage applications from all people with protected characteristics, including disabled and neurodiverse candidates and those in the Armed Forces Community. Applicants are invited to apply in Welsh; any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille), please contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on option 3 or email

If you are successful at interview for this post you will receive your conditional offer of appointment and an information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are shortlisted for this post, you will be contacted via the email account you used to apply; please check this account regularly.

Successful applicants will receive all recruitment‑related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board supports flexible working.

The Service Improvement Manager (SIM) for Emergency Medicine plays a key leadership role in supporting the operational delivery of a dynamic and fast‑paced service. The post holder will provide managerial oversight of administrative teams within the Emergency Department and work collaboratively with clinical and non‑clinical colleagues to drive service improvements.

This role requires a versatile skillset, including the ability to lead teams, analyse and present data, and support governance processes. The post holder will work as part of a dynamic team in delivering an effective service supporting senior managers and clinicians within Emergency Medicine.

The post holder will provide high‑level, professional and confidential support to the Senior Manager team under the management of the Assistant Directorate Manager. Ensuring delivery of a high quality, cost‑effective and efficient service, enabling all opportunities for service improvement to be delivered.

To support the Assistant Directorate Manager to direct, lead and motivate the Directorate, to ensure a high standard of professionalism, efficiency and effectiveness in the delivery of services, ensuring that activity is fully aligned to the business of ABUHB, and is in accordance with local and national policy and laws.

To support the Assistant Directorate Manager in resource planning, standard setting, performance management, management of change and team and individual development as required.

Responsibility for managing the members of the administrative team within the Directorate.

Communication and relationships: to act as contact point for information queries within ED, respond to ad‑hoc queries, and support the Senior Management Team in the development of business plans and service strategies.

To liaise with Directorate teams, the Division and across the Health Board to access other systems/information and ensure continuous development of systems/processes within the department.

Support with governance and concerns management within the department. Responsible for dealing with first‑line direct patient queries and concerns, providing and receiving complex and sensitive information, where persuasive, empathetic and reassurance skills are required. Resolve issues at local level and determine the appropriate channels of escalation if unresolved. Undertake investigations into concerns, untoward incidents and disciplinary incidents, providing a comprehensive report of findings to the Assistant Directorate Manager and ensuring each incident is reviewed and managed positively to improve services.

Analytical and judgmental: maintain and continually improve delivery of patient services through implementation of benchmarking, shared best practice and continuous…