Senior Service Delivery Operations Manager

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

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

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

KNOWLEDGE, EXPERIENCE & EXPERTISE

• 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

• 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)

• 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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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

https://www.cht.nhs.uk