SCR Service Delivery Manager - Taunton, United Kingdom - Somerset NHS Foundation Trust

Description

Job summary

Are you passionate about leveraging technology to make a difference in the fight against cancer? Join our NHS cancer software company as a Service Delivery Manager. We are dedicated to transforming cancer care through cutting-edge software solutions that empower healthcare professionals and improve patient outcomes.

As a Service Delivery Manager, you will play a pivotal role in ensuring our customers across England receive exceptional service and support. You will manage the delivery of our software solutions, oversee implementation projects, and ensure timely resolution of issues. Your ability to build strong client relationships and your expertise in project management will be key to your success

Main duties of the job

Oversee delivery of our software solutions and transition to cloud

Lead the clinical safety assessments for all product changes

Coordinate cross-functional teams to ensure timely project completion.

Lead the Clinical Safety process in accord with NHS Clinical Safety Standard (DCB0129) and the SCR Clinical Safety plan

Manage the product bug fix requirements post release

Undertake service improvements post release across the team

Manage and develop the Customer Support and Test Team, leading the strategic development of services and staff development

Be part of the senior team for the business helping shape its future direction and product portfolio

About us

Somerset Cancer Register is a unique and very successful NHS software business looking after over 100 Trusts across England. Our products have a good reputation which is a reflection on the quality of our work with customers. We are a small, dynamic and flexible team covering all aspects of software development. We are going through a large modernisation programme with our infrastructure and products, so this is an exciting time to join us

As an organisation, Somerset NHS Foundation Trust offers employees a wide range of benefits including flexible working, NHS pension scheme, generous annual leave allowance and a commitment to career development.

You will be eligible for our Blue Light Card and a wide range of NHS exclusive shopping & leisure discounts.

We are proud of our skilled, diverse workforce and as an inclusive employer we welcome applications from all backgrounds.

Working in Somerset enables you to enjoy the idyllic countryside, areas of outstanding beauty and stunning coastlines whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.

There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable.

Somerset offers the countryside and the cosmopolitan -- there is truly something for everyone

Job responsibilities

Communications

The post involves communication via various mediums at all levels with customers and staff including the following:

Product Development Staff

SCR Senior Team

IT staff at all levels, internal and external

Customer organisations, including information staff, clinicians and senior managers

Suppliers

Senior staff at National Bodies/Cancer Registries/Charitable Organisations and NHS England

Communication will be verbal and written and will include provision of expert advice and support, presenting reports and attending meetings, interpreting some complex technical information into examples and a language that is easily understood by customers

Communicate at an advanced level when providing highly complex sensitive information to Trust colleagues by using appropriate supportive and empathic approach

Apply human factors and how this can support the development of safe systems

Liaison with customers and SCR teams in matters relating to

customer support

software upgrade releases and fixes

new SCR customer implementations

existing customer additional product implementations

Clinical Safety

ad-hoc projects

For new SCR implementations and additional product implementations the post holder will frequently chair customer project meetings as SCR senior supplier to present SCR pre-requisites, to discuss and agree scope, plans and processes, and to resolve implementation issues

The post holder will be required to attend conferences, assist with the promotion of the product and on occasions required to present to large groups

The post holder will be exposed to handling sensitive information with respect to staff and service issues. Resolving problems / issues raised by customers and / or managing expectations will be a common occurrence

On occasion the post holder will have to deal with formal customer complaints

Managing as far as possible that the that SCR software products are clinically safe by leading on the following activities in accord with NHS Clinical Safety requirements (DCB0129) and the SCR Clinical Safety plan:

Arranging Clinical Safety workshops for each SCR release

Chairing Clinical Safety workshops

Ensuring other SCR teams implement clinical risk mitigation actions

Preparation and publication of the Clinical Safety Report

Maintaining the SCR Clinical Safety file

Reviewing / maintaining the SCR Clinical Safety process / plan

Taking appropriate and timely action in response to customer clinical safety incidents

Analytics

Analysis and interpretation of complex requirements, interdependencies, solution options in relation to customer product implementations, SCR product releases, and projects

Collaborate with colleagues and make judgements and decisions in relation to fixes / resolutions to customer incidents / problems where there may be multiple solution options

Analyse proposed changes to scope or requirements and their impact on project / release delivery and stakeholders. Make decisions on inclusion or exclusion

Analysis and interpretation of customer support reports ( call volumes and types) with a view to implementing service improvements

Responsibility for Patient Care

Indirectly by leading the clinical safety process ensuring that SCR products are clinically safe to use

The postholder is required to lead monthly clinical safety meetings and contribute to raising issues or proposing solutions to product design, as required

Policy and Service Development

Review, research, develop and implement service improvements in the following areas:

Customer support

New customer procurements

Implementation of additional products for existing customers

Release management and deployment

Clinical Safety

Testing methodologies

Provide input into policies and processes which may impact on services beyond own area of expertise

Ensure lessons learned after each release or project are undertaken, improvements in processes agreed and implemented and shared with appropriate staff

To encourage changes in working practices arising from new developments or system changes through demonstrations and support on projects

The postholder will lead and manage the implementation of policies and procedures within their own department and in some cases SCR business wide. This will include processes to ensure consistency in assurances of quality of products, documentation, clinical safety processes and best practice guidance on managing a customer service function eg ITIL processes, CMDB

The postholder will be required to maintain a reasonable understanding of cancer related NHS data requirements

Responsibility for Finance, Equipment and Resources

Responsible for the safety and security of any device allocated by IT Services. The use of all IT systems including any storage and movement of data should be done in accordance with all Trust IT Security Policies and procedures

Ensuring assigned staff are provided with requisite IT equipment, software licences, other office equipment / resources

The postholder will treat every pound as his own and be resourceful when making decisions about IT expenditure based on business critical requirements

Verify annual renewal costs and monitor funding for new funding for each project.

Responsibility for Supervision and Leadership

Overall management of the Customer Support, and Testing teams, and Project managers. This includes recruitment, managing performance, dealing with sickness, work planning and staff appraisals

Manage, motivate and direct staff in completion of assigned tasks

Hold regular project team meetings to ensure staff are clear about work objectives and update on any new developments, issues or change in policy

Information Resources

Updates and optimises on SCR internal systems Sharepoint for project documents, Efecte for service management

Requirement to:

monitor release progress

ensure service meets SLA requirements

report testing progress

customise project plans

produce bug fix reports

create documentation to support a variety of internal and external processes

Evaluates the quality of own and others' work and raises quality issues and related risks with the relevant people / senior management team

Collates, interprets and presents data and information requirements ensuring this is tailored for particular target audience and uses own knowledge, skills and experience to influence others' information collection and management

Other Tasks

Personally, or via delegated project manager attend bug, defect, change request and triage meetings

Qualifications

Essential

Experience

Essential

Desirable

Additional Criteria

Essential