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Head of Service Delivery
Application Deadline: 16 April 2025
Department: Research, Policy & Services
Employment Type: Permanent
Location: London/Hybrid
Compensation: GBP 64,644 / year
Description
We're the UK's specialist blood cancer charity and our vision is clear: we're here to beat blood cancer. We fund world-class research; provide information and support to patients and their loved ones; and raise awareness of blood cancer.
We have an ambitious aim for our services to reach everyone with blood cancer, regardless of circumstances, and support them to find the confidence and knowledge they need to be able to navigate their cancer to give them the best possible chance of surviving blood cancer.
We're looking for an experienced leader in the health information and support field who will match and push us beyond our ambitions, driving service delivery teams to maximise our digital and offline product development, one-to-one specialist service delivery, and community peer support to ensure we can provide the most valuable services to all those who need it, when they need it most.
Expected travel for this role is approximately 2-4 visits to our London Office per month.
Our culture and benefits package are award winning, and our staff survey tells us that we're a great place to work.
We are committed to actively promoting equality, diversity, and inclusivity. In line with our strategy we welcome approaches from individuals from underrepresented groups, including minority communities, and applicants with a disability, to better reflect the community we serve and help broaden our perspectives.
We welcome applications from applicants that wish to work part time, minimum of 28 hours per week. Please state this in your cover letter before submitting your application.
Key Responsibilities
MAIN RESPONSIBILITIES
Strategic Leadership:
1. Lead the strategic development of our service offer to increase our reach and relevance to the blood cancer community, keeping live latest trends and developments in service provision including the ever-evolving opportunities technological innovations such as AI may bring.
2. Work together with all mission-facing team leads to ensure strategic priorities are aligned with the needs of our community, particularly from underserved communities to reduce health inequality in blood cancer.
3. Provide strategic leadership around the external communication of our service proposition, working with colleagues within communications, marketing and digital teams to embed our audience framework, content strategy and marketing strategy, to maximise our reach, relevance and impact of our services to our public audience and health professionals.
4. Drive forward our services data and impact strategy to ensure we're well equipped to promote the impact of our work to external audiences, make short-, medium- and long-term decisions around product and service development, and review the shape, size and skillset of the team required to deliver on our strategic aims.
5. Develop strategic partnerships across the sector and beyond to help grow the reach and relevance of our services to different audiences.
Operational Management:
1. Provide leadership and line management to Team Managers to support the delivery, evaluation and continual improvement of Blood Cancer UK services including our support line and email, online peer-support, health information and clinical trials programmes meet the needs of everyone, particularly those from underserved communities, affected by blood cancer.
2. Work hand in hand with our Service Transformation Lead to champion agile and user centred design methodologies in our work and embed across all service delivery team ways of working.
3. Champion integrated communications, ensuring support seeker journeys are integrated with other activity across the charity to maximise our relationship with our audience, building up longevity and trust.
4. Develop our approach to involving people affected by blood cancer in our services work. Ensure that we continue to reflect our community's priorities and co-produce work that is informed and influenced by the views and experiences of people affected by blood cancer, particularly those from typically under-represented communities.
5. Provide senior leadership for safeguarding across our services ensuring legal and best practice requirements for safeguarding are met.
External Representation:
1. Develop and maintain networks of key contacts across all relevant spheres for engagement, building effective reciprocal relationships.
2. Act as senior representative externally for Blood Cancer UK, in our media work, including in cross charity coalitions and key NHS groups and committees.
3. Work with the Fundraising teams to develop compelling proposals focused on delivering value for our blood cancer community that could be attractive to funders and that contribute to our overall fundraising ambitions. Build on our relationships with pharmaceutical and other industry partners where there are mutual areas of strategic alignment, particularly around clinical trials.
4. Build excellent working relationships with key suppliers, ensuring we have appropriate contracts in place. Proactively and regularly assess the efficiency and value of suppliers to ensure we are always securing the best deal.
THINGS WE ALL DO
1. Promote Blood Cancer UK's vision, mission and core values.
2. Support Blood Cancer UK's commitment to actively promoting equality, diversity and inclusivity.
3. We're all fundraisers. This is slightly different for all roles, and your team will have fundraising KPIs and objectives we all work to.
4. Attend and assist at Blood Cancer UK events and activities as required (NB this involves evening and weekend work).
5. Be an effective ambassador for Blood Cancer UK at any activity you attend.
6. All staff are expected to adhere to Blood Cancer UK's policies and procedures.
7. Do any other reasonable things your manager needs you to do.
8. We work in partnership with our community by actively involving people affected by blood cancer in the decisions we make about our work - what we do and how we do it.
Skills, Knowledge and Expertise
1. Experience of leading information and support service teams and demonstrably growing the reach and relevance to the community they serve.
2. Evidence of proactively identifying, developing and delivering new information, support services and programmes.
3. Confidence in leading cross-functional teams to develop and deliver on marketing and data strategies that allow proactive decision making around service improvement.
4. Experience of involving people affected by a health condition and/or codesigning products or services.
5. Willingness and ability to lead continuous and iterative ways of working built around innovation methodologies.
6. Ability to motivate and inspire teams to work across functions to deliver shared objectives.
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