Senior Service Delivery Operations Manager - Elland, West Yorkshire, United Kingdom - Calderdale and Huddersfield NHS Foundation Trust

Calderdale and Huddersfield NHS Foundation Trust Elland, West Yorkshire, United Kingdom

1 week ago

Description

Previous Applicants need not apply

Are you a strong leader who aspires to make a difference? A fantastic opportunity has arisen to join our organisation. We are looking for a strong leader who can drive innovation and is a highly motivated passionate individual who thrives on delivering service excellence. We are keen to have someone join our team who enjoys the fast pace of the digital world and understands public sector service provisioning. We are looking for someone who wants to be a part of the NHS digital journey at grass root level. Who is strong leader with the ability do development and motivate experienced technical engineers.

If you feel you have the right experience in both leadership and Digital technologies and can bring fresh and exciting ideas, together with a can-do attitude and a proven track record of leading Service Delivery Operations within the IT support service we want to hear from you.

The Health Informatics Service is a well-established, innovative, and award-winning digital healthcare and IT specialist. We work with public, private, and charitable health and care organisations across the UK and are hosted by Calderdale and Huddersfield NHS Foundation Trust. Our tried and trusted solutions have been developed and refined by our dedicated team of health informatics experts who share the sector's passion and values for providing the best possible care, insight and service for patients and customers.

Main duties of the job The post will be responsible for the full management duties and the day-to-day service operations of multiple digital teams including (but not limited to) Cloud, Connectivity, Architecture, O365 and Virtual Desktop Infrastructure (VDI). Responsible for provisioning and centrally deploying software applications to support major projects and transitioning clinical services.You will be a key member within the Senior Operational Services Management Team. The post holder will ensure that IT support and project resource is allocated and managed against THIS and its customers priorities and in line with agreed programmes of work. The post holder will also be responsible for all aspects of IT Service Management functions in line with the Information Technology Infrastructure Library (ITIL) methodology such as Incident, Change, Problem and Release Management.There will be a high level of IT customer service experience required for this role together with excellent communication skills. The ability to communicate sometimes complex messages to less knowledgeable audience on a wide variety of IT subjects throughout the healthcare communities is key to this position.The post holder will take responsibility for managing the resource within the third line IT support operations and provide direction and scope to the IT engineers in line with the organisations IT strategies. About us Working for our organisation Come join our team of innovators and help make the difference.

As a Digital Healthcare service Provider, we offer a range of rewarding careers. At The Health Informatics Service, we combine innovation and customer solutions with a patient centric ethos embedded within the NHS. There are a variety of career paths to explore, from working closely with clients such as GP organisations, hospitals and care charities to IT and technology-focused roles. We're also brilliant at training and help our teams to reach their full potential with skills and qualifications.

We are a fully supportive, inclusive organisation and endeavour to provide the best development and progression opportunities. Regularly promoting within wherever possible. We are a warm friendly compassionate organisation where staff values are very much at the forefront. We have an open-door policy and welcome and encourage our staff to get involved and be part of our future journey bringing new ideas and better more effective ways of working . Job description Job responsibilities The post holder will be expected to cover some IT management on-call function and provide support to the Trust in the event of a serious incident that may occur outside of normal working ours.The role requires a high degree of analytical data reporting and deduction using various industry reporting tools for determining accurate performance information for scrutiny at both executive boards and service review meetings. Interpretation may differ regarding IM& T contracts therefore detailed reporting is essential to ensure the reports are factual and correctly presented.The post holder will support the strategic planning of current and future ICT support solutions, researching and reviewing recognised best practices and upcoming changes to technology. To investigate, plan, develop and implement continuous service improvements for the benefit of CHFT and THIS customers throughout the healthcare community. Lead a team of highly experienced engineers. Responsible for managing the ITIL disciplines alongside your peers. Please see full job description. Person Specification QUALIFICATIONS / TRAINING Essential

Educated to master's degree or equivalent level of experience within and IM& T Management sector
Foundation Certificate (ITIL)

Desirable

Degree in Health Informatics related subject or equivalent
Service Desk Institute (SDI) certification
Recognised Customer Service qualification or equivalent demonstrable experience

KNOWLEDGE, EXPERIENCE & EXPERTISE Essential

Extensive knowledge of Incident & Service Request Management protocols including Customer Relationship Management (CRM) processes.
Extensive knowledge using industry standard reporting tools advanced reporting including Excel & Microsoft Business Intelligence applications.
Extensive experience of managing multiple IT departments and skilled workforce capacity management.
Demonstrable In-depth specialist knowledge of IM& T methodologies and procedures and challenge existing practice where appropriate.
Ability to interpret, advise and act without reference to manager following the IM& T protocols
Extensive knowledge of working within Incident and Problem Management processes, including the development of these services.
Excellent organisational and time management skills.
High level of experience around planning/design and development of new multiservice IM& T services,
High level of knowledge of IT support technologies such as PDQ, SCCM, Active Directory, Virtual environments.
Excellent understanding of the layout and structure of our local healthcare community and the different healthcare settings within it.
Extensive experience working in a customer focused environment at a management level.
Proven track record of producing analytical data with a view to resolving complex issues/problems
Good Level of Project Management experience
Aptitude and ability to manage conflicts and challengers to a successful outcome.
High Level of experience of policy development and implementation
Previous experience of Managing multiple IT sectors, staff volumes and workloads.
Highly competent at resource planning and delivering IT services to tight timescales
Extensive experience of contributing towards organisational change and culture shifts.
Demonstrating a solid track record of developing processes to increase efficiency of tasks in post
Enthusiastic and committed to make changes which will deliver benefits in patient care
Advance keyboard skills.
PC literate with excellent Microsoft Office and Outlook products
Team player who is self-motivated

Desirable

High level of understanding of ISO 20000 IT Management Standards and implementing these within the workplace
Experience of reviewing process/procedures and recommending change

COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES) Essential

Excellent interpersonal and communication skills particularly relating to contentious or sensitive information to large groups.
Ability to translate complex technical information to a lesser knowledgeable audience
Excellent organisational and time management skills.
Ability to influence and change culture
Presentation skills ability to produce meaningful information in slide deck formats
Must continually research skills via the internet, publications and industry press
Ability to work with customers particularly those who believe the service is not being delivered.
Aptitude and ability to manage conflicts and challengers to a successful outcome.

Employer details Employer name Calderdale and Huddersfield NHS Foundation Trust Address Elland unit 13 Ainley Industrial estate HX5 9JP

Ainley Industrial Estate

Halifax

HX5 9JP Any attachments will be accessible after you click to apply. 372-THIS1316
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