Service Improvement Operational Lead–Case Management System Programme

Go back Torbay and South Devon NHS Foundation Trust

The closing date is 11 January 2026

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.

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.

Why Work With Us

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.

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.

• 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

• 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,…