Service Implementation Manager

As we continue to grow and add new services at The Owl Centre (TOC), we have identified the need for a new role to support the delivery of new and existing services.  

The Service Implementation Manager will ensure smooth and efficient integration of new contracts within our healthcare organisation, whilst understanding the requirements of the existing services and potential conflicting impacts. The successful candidate will oversee the implementation of new services, ensuring they are effectively integrated into live operations while maintaining high-quality patient care and operational efficiency.

The role is pivotal in ensuring all teams within TOC have the required information on new and existing services, to ensure we can deliver within the timescales and KPI’s of all our contracts

What you'll be doing:

• Lead the end-to-end service transition process, ensuring new or changed services meet operational requirements

• Develop and implement service transition plans, including risk management, impact assessment, and resource allocation

• Ensure new services are communicated and necessary training planned before commencement

• Work closely with Commercial, Engineering, Clinical, and Operational teams to manage service readiness

• Establish and maintain effective governance, ensuring compliance with NHS Digital, GDPR, and other regulatory standards, through joint working with Compliance and Engineering teams

• Define and track key performance indicators (KPIs) to measure service transition success

• Develop and deliver training and knowledge transfer sessions to ensure smooth adoption of new services

• Identify and manage risks and issues related to service transition, implementing mitigation strategies as needed

• Maintain clear documentation for service transition processes, ensuring traceability and accountability

• Drive continuous improvement by capturing lessons learned and refining service transition methodologies

• Manage relationships with key stakeholders and ensure they meet agreed targets

• Liaise with Commercial team to ensure a comprehensive understanding of existing contractual obligations and develop an appropriate inventory of companywide targets and milestones

• Work closely with Operational, Clinical and People teams to ensure a robust staffing plan

We'd love it if you had:

• Experience in service transition management within an IT, healthcare, or public sector environment

• Service Transition and Service Operation experience

• Excellent stakeholder management skills, with the ability to engage with technical and non-technical teams

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions

• Ability to manage multiple projects and priorities in a fast-paced environment

• Excellent communication and documentation skills

• Ability to remain solution focused, working with teams to adapt to challenges

• Ensure a thorough understanding of contract deliverables and effectively communicate them across the Services and Operations teams, aligning expectations and ensuring seamless execution.

• Demonstrate a strong understanding of the motivators and drivers within the NHS, drawing on previous experience and a keen interest in healthcare operations and service delivery

• Possess a deep understanding of the neurodiversity space, gained through lived experience, previous work experience, or a strong personal interest in supporting neurodivergent individuals.

• Experience working in NHS, healthcare, or social care settings (desirable)

• Knowledge of EPR (Electronic Patient Records) systems, cloud-based solutions, and cybersecurity best practices (desirable)

• Familiarity with clinical workflows (desirable)

• Knowledge of healthcare regulations, NHS Digital standards, and patient data security requirements (desirable)

Why join the Owl team?

The Owl Centre is more than just a workplace; it's a chance to make a real difference for families across the UK. Here’s what makes us a great place to work:

Meaningful Mission: We connect families with the right support to improve their lives and reach their full potential. You’ll play a vital role in this, providing the best assessment and therapy services for children and adults.

Exceptional Colleagues: Learn from the best whilst contributing your expertise. You’ll collaborate with other highly skilled clinicians, including Speech & Language Therapists, Occupational Therapists, ASD Practitioners, and ADHD Specialists.

National Recognition: We’re proud to be the go-to experts for brands like Netflix, Organix, and Aptamil and your work will contribute towards our outstanding reputation!

Empowering Communities: Our impact extends far beyond individual families. We work with private clients and NHS trusts, reaching thousands and making a positive change in communities.

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