About this role
Job summary
The Primary Care Alliance CIC is seeking an experienced and motivated Service Manager to oversee the operational delivery of a growing portfolio of primary and urgent care services across Berkshire West.
This is a hands-on, site-based role, requiring a visible and proactive leader who can ensure services are delivered safely, efficiently, and in line with contractual and quality standards. This is a newly created role - it will suit someone who is comfortable and willing to get stuck in with whatever needs doing, and is a quick thinker and learner.
You will play a key role in managing our services, including:
Urgent Care Centre (Royal Berkshire Hospital)Womens Health Hub (emerging)Lipid Optimisation servicesHub-based primary care services across the region
Main duties of the job
Based within the Urgent Care Centre at Royal Berkshire Hospital - you will be responsible for the operational day-to-day delivery of multiple healthcare services across our sites.
You will be ensuring compliance with KPI's, contracts, governance and budgets so you will have some background in healthcare service/ operational management and a good knowledge of primary care systems.
About us
The Primary Care Alliance (PCA) is the collaborative voice of general practice across the Berkshire West Place within the Thames Valley Integrated Care System. We bring together GP practices and Primary Care Networks (PCNs) to work at scale, enabling innovation, influencing system change, and delivering services that meet the needs of our local populations.
PCA plays a vital role in shaping the future of primary care by strengthening partnerships, developing the workforce, and ensuring general practice is a central and equal partner in integrated care. As a community interest company, PCA supports primary care sustainability, equity, and improved outcomes for patients across Reading, Wokingham, and West Berkshire.
Job description Job responsibilities
As Service Manager, you will:
Operational ManagementLead day-to-day delivery of multiple healthcare services across sitesEnsure compliance with KPIs, contracts, governance and budgetsMaintain strong on-site leadership presenceManage patient flow, staffing levels, rotas, and capacityLeadership & Staff ManagementLine manage administrative and operational teamsOversee recruitment, sickness, performance, and appraisalsPromote a positive, high-performing team culturePerformance & GovernanceMonitor key performance metrics (activity, utilisation, DNAs, incidents)Produce reports for senior leadership, Board, and commissionersEnsure effective incident, complaint, and risk managementSystems & DataUse EMIS Web (or similar systems) to manage appointments and reportingOversee rota systems and service workflowsMaintain accurate data and reporting standardsService DevelopmentSupport mobilisation of new services and pathwaysIdentify and implement service improvementsContribute to capacity and service planningStakeholder EngagementBuild strong relationships with clinicians, PCNs, commissioners, and partnersAct as a key operational contact across services
Person Specification
Qualifications Essential
Degree level qualification or equivalent relevant operational management experience. GCSE English and Maths, grade C/4 or above, or equivalent.
Desirable
Leadership, management, project management or quality improvement qualification.
Experience Essential
Significant experience in healthcare service/operational management Experience managing staff and multi-site services Strong knowledge of primary care systems (EMIS or similar) Experience managing rotas, staffing, and capacity Strong organisational and problem-solving skills Ability to work under pressure and manage competing priorities Excellent communication and stakeholder engagement skills
Desirable
Experience in primary care, urgent care, or PCN environments Experience working with NHS systems and partners (ICBs, Trusts) Experience with service mobilisation or pathway development Knowledge of quality improvement, audits, and governance processes
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Berkshire West Primary Care Alliance
Address Royal Berkshire Hospital
London Road
Reading
RG1 5AN
United Kingdom
Employer's website https://www.berkshirewestprimarycarealliance.co.uk/ (Opens in a new tab)