Hayley Sims
Plymouth
Summary
A dedicated Head of Digital Product Delivery within NHS England (previously NHS Digital) and have a track record for delivering a wide range of services and products within Primary and Social care within environments with a range of agile maturity. Effective in managing multiple workstreams and competing deliveries resulting in a proven ability to be organised, able to prioritise, plan workload (and that of others) and have practical experience of being able to adapt to changing priorities.
A varied background within complex Service Delivery/Operations and Programme Management bringing a number of core skills together to be an adaptable, highly skilled member of a multi-disciplinary team.
Able to build and maintain exemplary relationships and work with a range of stakeholders across multiple organisations to understand the outcomes needed and to elicit requirements.
Strong team leader, with coaching training, recognised for success in guiding teams as a finalist in the Women in Technology awards IT Leader category. A practical problem-solver with excellent issue and conflict resolution.
Priding myself by empowering teams, leading on transformation initiatives and leading to deliver on commitments, ensuring that financial, time and quality objectives are met. Overseeing budgets for multiple workstreams, working with, and keeping track to budgets exceeding £10million annually.
Overview
23
23
years of professional experience
1
1
Certificate
Work history
Head of Product Delivery
NHS Digital / NHS England
Exeter, DEV
12.2022 - Current
- Working with senior decision makers (commissioners, NHS England and ministers) and Screening Senior Leadership Team to formulate strategies and approach to delivery of both future system enhancements and operational aspects of live services
- Owning and managing senior stakeholder relationships, representing live screening systems to internal, cross-system, and external audience
- Accountable for live screening services governance, leading teams to support business case development, complying with governance structures and keeping financial control.
- Managed escalated issues and unblocked when teams require, working with teams internally to NHS Digital and externally as required
- Responsibility for ensuring five National Screening Programmes have appropriate products to deliver user requirements
- Responsibility for 5 multi-disciplinary delivery teams, delivering 12 products into Live Environment
- Introducing new Screening initiatives from inception, through Alpha and Private Beta phases into live environments
- Responsibility for developing and maintaining delivery and milestone plans and other planning artefacts for live service functions
- Enabling necessary multi-disciplinary digital skills and abilities within screening system teams to be built by acquiring new people either via permanent, contingent labour, or work package routes, and developing in house capabilities.
- Ensuring all services navigate and pass all relevant internal and external assurance processes (IG, security, clinical, Government Digital Service assessments) as appropriate.
- Supporting NHS Programmes to implement enhancements nationally. Capturing lessons learned and providing guidance to local areas as appropriate.
- Ensuring screening systems have appropriate service provision and customer support model in place through negotiation of annual contracts, budgets and Service Level Agreements with commissioners.
- Enabling live service - including development of end user policies, legal arrangements, information governance compliance, operations and agreeing provision of support functions including service management and platforms and infrastructure support.
- Managing relationships with NHS England commissioners and other key stakeholders to ensure effective lines of communication, clarity of mission, and effective working relationships.
- Communicating clear vision and direction; delegate responsibility and decision making to appropriate levels; building diverse and empowered teams, optimising through different strengths.
- Understanding and acting on strategic issues responding appropriately to external threats and opportunities; identifying relationships between complex issues and their implications for Live Services or wider NHS Digital.
- Identifying ways to enhance productivity of teams and supporting and challenging others to find better ways of doing things
- Persuading and influencing senior decision makers to gain agreement on key issues or proposals; carefully planning and delivering communications to support and enable change.
- Promoting culture of team working, leading by example in encouraging and recognising teamwork
- Promoting and enabling culture of learning and development; providing teams with vision and support required to achieve change
- Promoting and enabling culture of change to ensure that teams are working to build on current capabilities whilst embracing emerging technology standards and best practice methodologies.
Head of Service
NHS Digital
Exeter, DEV
03.2020 - 12.2021
- Manage individuals and groups within multiple teams, allocating responsibilities and/or packages of work, including supervisory responsibilities; delegating responsibilities as appropriate.
- Set performance targets and monitored progress against agreed quality and performance criteria. Provides effective feedback, throughout performance management cycle, to ensure optimum performance.
- Proactively works to ensure effective working relationships within team and with those whom team interacts with. Provides support and guidance as required, in line with individuals' abilities. Advises individuals on career paths and encourages pro-active development of skills and capabilities and provides mentoring to support professional development.
- Manage suppliers to meet key performance indicators and agreed targets. Manage implementation of supplier service improvement actions. Used suppliers' expertise to support and inform development roadmaps. Manages operational relationships between suppliers. Ensures potential disputes or conflicts are raised at early stage, with clear escalation paths for resolving them. Performed bench-marking and made use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed. Identifies constraints and opportunities when negotiating or renegotiating contracts.
- Provide advice, guidance, and support to help people to adopt and embed best-practice approaches to information and knowledge management into all areas of their work. Promoted collaborative technologies, processes and behaviours to facilitate sharing of ideas and work-knowledge among internal teams and external partners.
- Provided support for establishment and nurturing of communities of practice, including workshops, one-on-one guidance, and troubleshooting. Developed and implemented processes and behaviours which help people easily access and use data, learning, and knowledge to improve performance.
- Implements knowledge management at programme, project and team level including tailoring in line with agreed standards.
- Contributes to definition of organisational policies, standards, and guidelines for knowledge management.
- Ensured that catalogue of available services is maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
- Reviewed service delivery regularly to ensure that agreed targets are met and prepared proposals to meet forecast changes in level or type of service; particularly making changes during Covid-19 pandemic.
- Managed aspects of product lifecycle enabling product to meet needs of customers/users and achieve financial or other targets.
- Maintained skills framework, or information about access to standard frameworks. Advised on required outcomes for learning or development, from knowledge of skills frameworks and organisational development needs. Assisted practitioners with process of creating development plans based on outcome statements. Continued professional development records, ensuring that achievements and enhanced capabilities are recorded and referenced to outcome statements.
- Performed routine and non-routine skill/competency assessments of knowledge, skills and behaviour and used outcomes of assessments and other data to analyse and evaluate effectiveness of learning/educational activities.
- Developed and implemented resource plans, including conducting recruitment interviews. Facilitated selection, assessment and on-boarding processes, and internal resource allocation.
- Sourced and collected contract performance data and monitors performance against KPIs. Identified and reported under-performance and developed opportunities for improvement.
Senior Service Manager
NHS Digital
Exeter, DEV
06.2017 - 02.2020
- Act as single point of contact for Customers. Responsible for all aspects of customer relationship management and acts as single point of escalation for number of services.
- Communicating complex technical and sensitive information to variety of stakeholders; positively influencing and persuading others as necessary
- Work as part of team, both physical and virtual teams as well as task and finish groups using wide range of communication methods
- Ensure Service Level Agreements are in place and that services are delivered in line with this, including risk management, change management and release and deployment management
- Responsible for Service support, including ensuring that Service models are in place for 1st, 2nd and 3rd line support teams and ensuring that Incidents and service requests are acted upon within timescales, including high severity service incidents
- Responsible for service in terms of demand management, financial management, availability management and capacity management
- Responsible for multiple services throughout Service Lifecycle, including Service Design, Service Transition and Service operations, as well as development and implementation of service improvements
- Facilitating customer and service review meetings and coordinating cross functional team reviews
- Analysing and interpreting data as well as data manipulation from multiple data sources to include within presentations, business justifications and benefits realisation
- Performing risk analysis for service impacting events, such as system maintenance, release and deployment of new service features
- Responsible for complex project management planning, monitoring and reporting
- Responsible for ensuring that BCDR processes are in place and tested regularly throughout service lifecycle
- Implement information security regulations and comply with GDPR requirements.
- Offered out of hours support and liaised with technical teams to restore services.
- Coached and mentored new team members to build high-performing team for optimum productivity.
- Resolved complex issues with strong analysis and investigations.
Service Manager
NHS Digital
Exeter, DEV
06.2012 - 06.2017
- Act as single point of contact for Customers. Responsible for all aspects of customer relationship management and acts as single point of escalation for number of services.
- Communicating complex technical and sensitive information to variety of stakeholders; positively influencing and persuading others as necessary
- Work as part of team, both physical and virtual teams as well as task and finish groups using wide range of communication methods
- Ensure Service Level Agreements are in place and that services are delivered in line with this, including risk management, change management and release and deployment management
- Responsible for Service support, including ensuring that Service models are in place for 1st, 2nd and 3rd line support teams and ensuring that Incidents and service requests are acted upon within timescales, including high severity service incidents
- Responsible for service in terms of demand management, financial management, availability management and capacity management
- Responsible for Organisation Data Service throughout Service Lifecycle, including Service Design, Service Transition and Service operations, as well as development and implementation of service improvements
- Facilitating User groups and service review meetings and coordinating team reviews
- Analysing and interpreting data as well as data manipulation from multiple data sources to include within presentations, business justifications and benefits realisation
- Performing risk analysis for service impacting events, such as system maintenance, business continuity, changes and new service features
- Responsible for complex project management planning, monitoring and reporting
- Responsible for ensuring that BCDR processes are in place and tested regularly throughout service lifecycle
- Implement information security regulations and comply with GDPR requirements.
Junior Project Manager
NHS Digital
Exeter, DEV
02.2010 - 06.2012
- Key project included Transformation of Community Services (TCS), that saw thousands of primary care operated services migrated into community settings
- Defined project scope, milestones and task allocation to establish and maintain clear progress plans.
- Tracked and communicated project status, timelines and action items from project inception to delivery.
- Reduced downtime with effective scheduling and resourcing.
- Delivered exceptional service to clients, maintaining relationships for future business opportunities.
- Managed scopes and deadlines using different project management methods.
- Developed analytics tools to track project progress and impact.
- Managed desires and expectations for key stakeholders across numerous high-value projects including managing senior executives expectations around timescales, costs and solutions
- Led meetings with department executives to review project status, drafting action plans to deliver proposed changes.
- Submitted performance feedback to stakeholders, keeping project teams on track.
Data Analyst
NHS Digital
09.2008 - 02.2010
- Generated weekly reports, detailing findings and advising recommendations for strategic decision making.
- Analysed large datasets, drawing meaningful conclusions and providing actionable recommendations.
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Participated in staff meetings to discuss new developments.
- Offered prompt solutions to maintain customer satisfaction.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Recorded and processed customer data accurately.
- Handled in-person, email and mailed correspondence.
- Prepared necessary forms to complete transactions.
- Applied conflict management to stressed and concerned customers.
- Shared informational brochures and details about policies to help users make decisions.
Manual Data Entry and Workplace Coach
Royal Mail Group
Plymouth, Devon
02.2001 - 08.2008
- Quality Assure users of newly implemented Address Interpretation system and maintain high level of accuracy throughout
- Training and development of Data Entry and Management staff, using wide range of visual communication aids, clear communicating skills and being able to adapt approach to wide range of learners
- Coach and mentor new and existing staff members and ensuring that improvements plans were implemented where necessary
Education
A-Levels - Mathematics, Economics, English Literature
Plymouth High School For Girls
Plymouth06.2001
Skills
- Excellent communicator
- Strong organisational skills
- Opportunities identification and creation
- Transformational leadership
- Agile programme management (APMG)
- Project management (Agile, PRINCE2)
- Policy development
- Programme oversight
- Financial management
- Risk management
- Service level reporting
- Transition and change management
- Service improvement strategies
- Supplier performance management
- Coaching and mentoring
Accomplishments
- Successfully delivered a round planning (capacity & demand) function into Breast Screening programme to assist with the Covid recovery, within the 20 weeks delivery timescales and within the £700k budget
- Led 4 delivery teams across screening programmes to deliver multiple, consecutive roadmaps
- Successfully transitioning programme activities into Live Service environments. For each of these transitions there is added value to the business and in 2019, one service transition realised an efficiency saving of £135,000;
- Successfully introduced new products from live beta to live service, providing improved services to urgent and emergency care setting, thus improving aspects of patient care and experience;
- Establishing new processes and policies to ensure efficiencies and to improve controls for Live Services;
- Rapidly establishing and maintaining excellent working relationships with internal and external customers;
- Successfully managed a suite of preventative health systems, including the support, infrastructure and development aspects with a combined value of over £7million;
- Service managed urgent care products with a 365 days per year, 99.9% service availability level to customer requirements and attaining high customer feedback results
- Secured a new contract with an organisation that was reluctant to deal with the organisation based upon previously formed relationship resulting in circa £50k additional income
- Supervised team of 50+ staff members
Certification
- ITIL v2 Foundation (May 2010)
- ITIL Intermediate (Service Design, Service Transition, Operation Support & Analysis, Service Offerings and Agreements)
- Agile Programme Management (2021)
- Prince2 Practitioner (Jan 2015)
- Certified Agile Service Manager (April 2017)
- Splunk 4 Rookies (Foundation) (Dec 2018)
- Service Management and the Cloud (Dec 2018)
- Cloud Computing Foundation (July 2019)
- VeriSM Foundation (Oct 2019)
- Coaching Futures 2022
Timeline
Head of Product Delivery
NHS Digital / NHS England
12.2022 - Current
Head of Service
NHS Digital
03.2020 - 12.2021
Senior Service Manager
NHS Digital
06.2017 - 02.2020
Service Manager
NHS Digital
06.2012 - 06.2017
Junior Project Manager
NHS Digital
02.2010 - 06.2012
Data Analyst
NHS Digital
09.2008 - 02.2010
Manual Data Entry and Workplace Coach
Royal Mail Group
02.2001 - 08.2008
A-Levels - Mathematics, Economics, English Literature
Plymouth High School For Girls
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