Senior IT Service Delivery Manager

Job description

Job responsibilities

Strategic Planning: In consultation with the Director of Finance and IT, develop and execute a mid to long-term IT strategy that supports Willen Hospice's mission, including cloud-based systems and electronic health record management.

IT Governance: Establish robust IT governance frameworks to ensure compliance with healthcare regulations and data privacy laws.

Technology Leadership: Guide the Executive Team on technology trends and investments, ensuring that IT capabilities match organisational needs.

Project Management: Oversee and project manage identified IT projects with the outsourced MSP, particularly those aimed at system transformations and improvements. Work collaboratively with Database Owners to support the further development and effective use of data held across the organisation.

Vendor Management: Collaborate with the MSP/manage the MSP and other technology partners to ensure high-quality IT support and infrastructure management. Work with the MSP to shape the future of IT at Willen.

Risk Management: Identify and mitigate IT risks, especially those related to 24/7 healthcare delivery and fundraising events.

Procurement: Overall responsibility for all IT procurement within the Organisation, including obtaining the best possible prices without compromising on quality.

Budgeting and Resource Allocation: In consultation with the Director of Finance and IT, oversee IT budgeting and ensure cost-effective technology solutions.

Efficiency - Implement strategies alongside the MSP to reduce remedial support tickets and enhance system reliability.

User satisfaction - Improve user satisfaction through effective technology solutions and responsive IT support.

Policies and Procedures - take ownership of all IT related Policies and Procedures ensuring they are updated on a timely basis.

Information asset ownership:

To act as the Information Asset Owner for the CRM system, working with the Data Protection Officer and Compliance Manager to ensure the department is compliant and operating within GDPR legislation and all other applicable regulations.

Create protocols and processes that ensure our databases contain high quality, consistent, relevant data. Regularly reviewing the database, designing and implementing strategies to ensure it remains fit for purpose and updated following a mailing cleanse.

Deliver training and induction to new and existing staff on the CRM system, provide user guides and manage the day-to-day functionality and further development of the system.

Manage relationships with third-party software providers, as well as attending training on the CRM database and other relevant platforms.

Person Specification

Qualifications

Essential

• At least three years experience in a similar role, including dealing with outsourced service providers. Sound knowledge of IT systems and processes including Microsoft Office, cloud platforms, web analytics (preferably in relation to Healthcare or third sector) and ideally CRM solutions. Experience of developing systems to support efficient and effective processes is essential. Influential and credible in providing both strategic and operational IT specialist advice and support. Leadership experience. Knowledge of regulations such as GDPR. Likely to be educated to degree level or equivalent experience. Excellent knowledge of quantitative and qualitative analysis, preferably within the third sector, with experience of delivering end-to-end analytical solutions in Power BI (or similar)

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

Willen Hospice

Address

Milton Road

Willen Village

Milton Keynes

MK15 9AB

Employer's website

https://www.willen-hospice.org.uk/ (Opens in a new tab)