Service Manager

Role profile
Service Manager

Location:

Dalkeith and Galashiels (occasional
travel throughout Midlothian and the
Scottish Borders)

Hours:

36.25 hours

This role is subject to membership of the PVG
Scheme and an Enhanced PVG

Find out more about working at Health in Mind on the
careers section of our website.

About us
Health in Mind is one of Scotland's best-known and trusted mental health charities. Since 1982,
we have evolved in response to need and now promote positive mental health and wellbeing in
local communities across Scotland.

Our vision

Our purpose

Everyone in Scotland has
positive mental health and
wellbeing, and can access
high-quality support if, when
and how they need it.

Through our unique pathway of support,
collaborations, campaigns, and resources,
we build hope, resilience and
understanding of mental health and
wellbeing. We bring this to life by:

• Living our Values
• Focusing on Communities
• Being knowledgeable and expert
• Having national reach

Our approach to support

People tell us what we do is special and
unique- it is the 'Health in Mind way'. This
is summed up by our approach to support:
• People at the heart of all we do
• Trauma skilled and informed
• Support when and how people need it
• Curious, proactive and flexible
• Community focused and collaborative
• Accessible to all
• Peer engagement and support
• Upholding human rights.

Our values

Our values are at the core of everything we do.

Internal – No quote required

About the Role

Organisation Structure

The Service Manager role sits within the Support and
Service Delivery pillar of our organisational structure and is a
key part of Health in Mind’s strengthened leadership
structure.

The purpose of this role is to ensure high-quality,
trauma-informed service delivery by providing operational
leadership, supporting staff, and ensuring services meet
contractual, regulatory, and organisational standards.

Managers hold a defined and manageable portfolio of
services, enabling meaningful oversight, reflective
supervision, and consistent support to staff.

You will oversee and be responsible for the operations of
your team. Successfully leading, managing and enabling the
team to offer person-centred, compassionate, trauma-
informed support and ensuring that services are delivered in
line with agreed funding contracts, targets and objectives.
Contributing to service and staff development is key to this
role.

You will support the Head of Services and Improvement and
Deputy Head of Services in implementing change, meeting
organisational operational objectives and developing team
resilience to ensure consistency across Health in Mind’s
service delivery areas.

The role ensures that policies, standards, and practice
expectations are implemented consistently, and that staff are
supported to deliver high-quality, trauma-informed services.

Chief
Executive

Head of
Services and
Improvement

Head of
Finance

Head of
Business
Development

Director of
Operations

Deputy Head
of Services

Service
Manager

Midlothian
Recovery
(Substance
Use) Team

Borders
Community Mental
Health and
Wellbeing Team

We help people when they need it, walking with them
and sharing hope along the way. When people are
feeling low and finding things difficult, the skilled staff
within Health in Mind help them to find hope and
remind them change is possible.

Julie, Digital Services Manager

Role Profile

Role Focus
Operational Leadership and Coordination
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I provide day-to-day operational oversight across my service areas, ensuring safe, consistent, and high-quality delivery.
I ensure effective systems and processes are in place, using performance monitoring tools and contributing to the
implementation of new systems and service changes.
I ensure service spaces are allocated in a timely and efficient manner, supporting teams to maintain expected caseloads
in line with contract KPIs.
I lead on team performance and service evaluation to support improvement and decision-making.
I ensure people accessing services are meaningfully involved in shaping and informing service delivery.
I ensure consistent implementation of organisational policies, procedures, and practice standards.
I work with Senior Leaders to ensure teams meet contractual requirements, reporting expectations, and quality assurance
standards.
I identify emerging operational issues early and escalate appropriately.
I promote a culture of reflective practice, learning, and trauma-informed leadership.
I communicate effectively with my team, modelling solution focussed, clear and engaging communication.
I contribute actively to meetings and working groups across the organisation and to the delivery of Health in Mind’s
strategic objectives.

Quality, Compliance, and Assurance
•

I monitor operational compliance with contractual, regulatory, and organisational requirements in conjunction with Senior
Leaders.
I ensure accurate and timely reporting for my service areas, ensuring I understand, analyse and collate information to an
excellent standard.
I contribute to quality assurance processes and respond to audits, inspections, and commissioner feedback.
I work closely with Senior Leaders to identify, manage, and mitigate operational risks.
I monitor incidents, complaints, and feedback, embedding learning into day-to-day practice.
I ensure data quality and accuracy to support reliable reporting and organisational assurance.

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Relationships and Communication
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I build positive, respectful relationships within Health in
Mind and with external stakeholders and the wider
community, ensuring effective communication flows. ​

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I work with integrity, openness, and inclusivity,
contributing constructively to discussions and
decision-making.

I represent Health in Mind at operational meetings,
networks, and partnership forums.

I promote Health in Mind’s values, culture, and
trauma-informed approach.

I recruit, induct, manage, motivate, train and develop
staff, ensuring they are appropriately skilled and
confident in their roles.

Managing resource and risk
•

I work closely with Senior Leaders to monitor income and
expenditure, contributing to budget setting and financial
sustainability.
I maintain oversight of operational risks, ensuring early
identification, escalation, and mitigation.
I support my team to understand and manage risk effectively,
ensuring safety systems are actively used.
I contribute to the organisational risk register, ensuring risks
are accurately recorded and reviewed.
I ensure compliance with Health in Mind policies, procedures,
and regulatory requirements.
I support my team to respond to incidents, complaints, and
policy breaches, embedding lessons learned into practice.
I promote a culture of safety, accountability, and continuous
improvement.

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Support, supervision and development
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I receive regular support and supervision to help me
work effectively within my role.

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I reflect on my practice and proactively identify areas I
am successful in, and those I can further develop.
I maintain up-to-date knowledge of trauma-informed
practice, operational leadership, and mental health
support.
I model Health in Mind’s values and behaviours in all
aspects of leadership.
I ensure regular support and supervision is delivered to
my team, enabling staff to reach their potential.

Other
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I understand and uphold the SSSC Code of Practice and
ensure my team does the same.

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I understand and implement all relevant Health in Mind policies
and procedures.

I contribute to consultations, working groups, and
organisational development activity.

I maintain awareness of external trends and best practice
bringing back any insights to further improve our services.

I work with a focus on improvement and the delivery of
effective, impactful services.

About you
We look for a range of experience, skills and knowledge, and values fit.

W e value lived and
professional experience equally.

W e support ongoing learning and
development.

I have experience of…

I have knowledge and understanding of…

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the leadership, management, and development of
mental health and wellbeing support services.
Supporting staff performance, development and
wellbeing.
continually improving my work practice and service
delivery, including reviewing procedures and ways of
working.
ensuring teams understand and work within professional
boundaries, delivering support that promotes choice and
control rather than dependency.
contributing to service improvement, change processes,
and new systems and ways of working.
responding to operational issues, safeguarding
concerns, or service risks in a timely and proportionate
way and escalating concerns to the Senior Leadership
Team where required.

• monitoring, reviewing and reporting on KPIs
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ensuring that teams manage their caseload expectations
effectively.

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• mental health and wellbeing support and trauma-informed
practice, and use this knowledge to contribute to the
design, development, and delivery of effective services
and teams.
people management approaches and tools to ensure my
leadership is compassionate and trauma informed.
communication styles and tools that support clarity,
consistency, and psychologically safe team cultures.
human rights within a health and social care setting.
professional boundaries and ethical practice.

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• my responsibilities in respect of confidentiality, data

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protection, and record-keeping requirements.

If you do not currently have all the
skills required, we can build these
into a tailored development plan.

Our behaviours are underpinned by
our values.

I can…

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lead high-quality mental health and wellbeing services
and teams.

• manage my time and priorities effectively to ensure tasks
are completed to a good standard within deadlines and
support my team to do the same.

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problem-solve, with a focus on processes and outcomes.

role model good practice and set a positive and inspiring
example for my team.

reflect on my practice and support others to do the
same.

Support and influence change positively and overcome
resistance through listening and engaging with staff.

negotiate and influence, gaining support and buy in from
others in a multi-stakeholder environment.

communicate clearly and accurately, ensuring key
information is cascaded to and from my teams.

consult and actively listen.

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I am action focussed, solution orientated, and professional
in my approach.

I understand the importance of keeping my manager
informed about progress and challenges.

I contribute ideas for improvements and developments,
inviting opinions of others.

I am open to feedback and committed to continuous
improvement.

I take responsibility for managing my work life balance and
support others to do the same.

I contribute to internal communications across Health in
Mind.

I am resilient, flexible, and adaptable.

I can work independently while actively contributing to the
wider leadership team.

I engage my team in improvement and motivate them to
deliver excellence.
I always project a positive image of Health in Mind.

Our offer to you

• Flexible and hybrid working

• Pension with 3% Employer

• Learning and Development

Contribution

opportunities

• Out of pocket expenses

• 30 days annual leave (pro rata

for part time contracts)

• 10 days public holiday (pro
rata for part time contracts)

• 24-hour employee assistance

• 2 Wellbeing days (pro rata for

programme

part time contracts)

• Cycle to Work scheme

• SSSC registration fees

• Enhanced sick pay (following

• Discounts with local and

one year service)

national stores and services

• Union recognition agreement

(Unite)

• Staff Information and
Consultation Forum

• Life Cover (following one year

service)

If you are interested in finding out more about the role before applying, please contact:

Tammy Kirk, Head of Services & Improvement

tammy.kirk@health-in-mind.org.uk

0131 225 8508