Programme Coordinator - Service Delivery

Main purpose of job

Be responsible to the Service Delivery Manager for ensuring effective service planning; performance management and assurance; customer focus; quality and improvement; risk management; service evaluation and compliance.

Support the Service Delivery Manager in developing and manage frameworks and approaches to ensure effective service delivery and develop processes, capabilities, and business intelligence within the service to support evidence-based decision making and continuous improvement.

Support the Service Delivery Manager in developing and overseeing a prioritised work programme and resource management strategy, based on sound principles of programme and project management, to meet current and emerging needs.

Represent the Service Delivery Manager, or councils, as and when required, within the postholder’s sphere of responsibility.

Summary of responsibilities and personal duties

1.     Responsible for managing service delivery contracts, compliance and risk matters in respect of the frameworks and call-off contracts and secondary competitions for 11 councils, in line with service commissioning processes.

2.     Responsible for monitoring service level performance, focusing on activity, outputs, outcomes and KPIs as agreed with funders and other council partners.

3.     Responsible for the continuous review and development of the service CRM and ensuring the integrity of the data on the CRM system, working with councils, delivery agents and council colleagues to improve accuracy and develop agreed standards and processes.

4.     Responsible for the implementation of project and performance management arrangements to ensure the effective delivery of the Enterprise Support Service

5.     Responsible for engaging with the Finance, Compliance and Monitoring team to collate relevant financial information for use in internal and external reports.

6.     Responsible for effectively contract managing in line with agreed outcomes and ensure appropriate financial and project management by service delivery agents.

7.     Support the Service Delivery Manager in maintaining a risk management plan for the service to mitigate risk and maximise impact of the funding intervention.

8.     Support the development and delivery of an evaluation framework in line with funder requirements to measure the effectiveness and impact of the investment.

9.     Establish an effective consultation and engagement process with other council representatives from across Northern Ireland to develop annual service plans and raise awareness of service performance and compliance matters and advise on implementation and delivery.

10.  Work collaboratively with all local councils to raise the ambition around the delivery of enterprise support, in support of the statutory obligations in this area and consistent with commitments as set out in respective programme plans.

11.  Ensure effective dissemination of quality, performance, and compliance information relevant to the service objectives and ensure consistent, integrated implementation in conjunction with relevant senior managers across all councils.

12.  Continually review the service output, working with the Service Delivery Manager to review performance and to recommend and implement improvement plans.

13.  Keep under review new developments including professional best practice and new legislation in the areas of performance, compliance, assurance, and service improvement.

14.  Motivate and manage any staff that may be assigned to the post holder to ensure effective service delivery and to be responsible for reviewing and implementing a proper staff training and development programme

15.  Participate in all induction and in-service training provided by Belfast City Council and in the induction and support of all newly appointed staff and other human resource management policies and procedures, as appropriate, including, absence management, disciplinary and grievance procedure.

16.  Participate as directed in the council’s recruitment and selection procedures.

17.  Act in accordance with the council and departmental policies and procedures including customer care, equal opportunities, health and safety, safeguarding and any pertinent legislation.

18.  Undertake the duties in such a way as to enhance and protect the reputation and public profile of the council.

19.  Undertake such other relevant duties as may from time to time be required.

This job description has been written at a time of significant organisational change and it will be subject to review and amendment, as the demands of the role and the organisation evolve. Therefore, the post-holder will be required to be flexible, adaptable and aware that they may be asked to perform tasks, duties and responsibilities which are not specifically detailed in the job description, but which are commensurate with the role.

Essential criteria

Qualifications and, or experience

Applicants must, as at the closing date for receipt of application forms, either:

·        have a third level qualification in a relevant subject such as economics, business studies, management or an equivalent qualification and be able to demonstrate on the application form, by providing personal and specific examples, at least one year’s relevant experience in each of the following three areas:

or

·        be able to demonstrate on the application form, by providing personal and specific examples, at least two years’ relevant experience in each of the following three areas:

a)       developing, monitoring and managing the successful implementation of economic development projects to support business start-up or growth and securing and managing funding for economic development projects from public or private sector partners;

b)       establishing quality and performance management approaches, evaluation and continuous improvement of strategic projects and programmes including establishing performance measures and implementation of improvement plans; and

c)       producing and collating performance data to service programme structures to support effective decision-making and resource allocation.

Desirable criterion

In addition to the above qualifications and, or experience, Belfast City Council reserves the right to short-list only those applicants who, as at the closing date for receipt of applications, have a third level qualification in a relevant subject such as economics, business studies, management or an equivalent qualification and can demonstrate on the application form, by providing personal and specific examples, at least two years’ relevant experience in each of the aforementioned three areas; orcan demonstrate on the application form, by providing personal and specific examples, at least three years’ relevant experience in each of the aforementioned three areas.

Special skills and attributes

Applicants must be able to demonstrate, evidence of the following skills and attributes which may be tested at interview:

Performance management skills: the ability to develop a performance management and business planning culture, including the setting of objectives and targets, performance measures, benchmarking and the interpretation of best practice, to ensure the continuous improvement of services.

Communication and influencing skills: the ability to display effective written and oral communications skills in both formal and informal settings with the ability to influence and persuade others on complex issues using plain, concise language.The ability to build rapport and maintain the engagement and commitment of others to secure their support in the delivery of projects.

Team leadership skills: the ability to lead and motivate team members and build and develop high levels of communication and cooperation between team members to achieve objectives.

Project management and work planning skills: the ability to determine organisational priorities and resource requirements for complex projects and manage allocated workload on the basis of available resources and to work to tight deadlines to ensure project delivery.

Partnership working skills: the ability to form, maintain and enhance partnership working with internal and external stakeholders, networks and communities to build consensus around key projects.

Analytical and decision-making skills: the ability to analyse and interpret complex issues and exercise critical judgement in arriving at practical solutions and communicate findings clearly.

Political sensitivity skills: the ability to show awareness and sensitivity in managing successfully within a political environment including working effectively with elected members, partner organisations and other agencies.

Equality knowledge: a clear understanding of equality principles and the ability to apply them when delivering services.