Job summary
An exceptional opportunity has arisen at an exciting time for an ITSM Platform Manager to lead our team that has day to day responsibility for the Ivanti Neurons for Service Management platform, which we are currently implementing. This will be suited to anyone with an agile application development background and has an excellent grounding in IT Service Management practices. Training will be provided to the successful candidate on Ivanti Neurons for Service Management.
The post-holder will provide leadership to a team of engineers, ensuring the delivery of high-quality IT service. This is a fantastic role where you will need to have a high degree of energy, enthusiasm, and a commitment to succeed. The role will require flexibility and creative thinking skills to relentlessly contribute towards making a truly great service. Candidates must be able to build and maintain good relationships with those around them at all levels of the business. A pre-requisite is the ability to communicate and present effectively to stakeholders up to Director Level.
Main duties of the job
Duties will include but are not restricted to:
- Maintaining and developing the Ivanti Neurons for Service Management platform. This includes administering, monitoring performance, SQL administration, usage and proper functioning, troubleshooting and resolution of issues and management of licenses and support contracts.
- Follow ITIL processes and best practices, and participate in development and implementation of new processes across the Trust.
- Create and analyse large data sets and distribute reporting, data and information regarding our IT performance.
- Research and analyse data in support of proactively identifying improvements to - or new requirements for - business processes and operational procedures.
- Developing and implementing Continual Service Improvement Plans (CSIPs), with a focus on prevention rather than fix.
- Taking ownership of Incident Management and Problem Management processes, ensuring that High Severity Service Incidents (HSSIs) are managed effectively and to conclusion.
- Embed the principles of "shift-left" strategy within the team to ensure repeatable and controlled workload is moved to the lowest cost point. Ensure the team work to move activities, tasks and knowledge to the service desk or self-service where appropriate to drive efficiency and customer satisfaction.
- Ensure management tools are maintained and configured to manage and update platforms.
- Facilitate Service Transition from projects to business as usual.
About us
The Informatics Directorate is responsible for developing the Trust's Information, Communication and Technology Strategy and for delivering the information systems development programme. It also ensures the operation of secure and confidential systems, the provision of high quality information and records to support patient care, clinical governance and performance management.
The IT Services Department is part of the Informatics Directorate and is responsible for strategy, design, transition and operational management of the IT Portfolio in conjunction with other specialist areas of Informatics.
Supporting over 21,000 users across 5 hospitals and multiple sites across the region, the department operates within a Service Management Framework (ITIL) and has a number of mature service management processes in place which operate across the Departmental structure. A Continual Service Improvement Programme is in place which aims to develop other ITIL processes and improve existing ones to ensure that the service delivered meets the business requirements of the Trust.
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Qualifications
Essential
- Degree or equivalent in a relevant IT-related field and/or significant experience in two of: Computer Science, IT Service Management, System Design, Implementation of Large IT Projects, IT Project Management, Service Desk Management
- Microsoft Database Certification or equivalent or willingness to take.
- ITIL Practitioner or willingness to take.
- PRINCE2 Agile Practitioner or willingness to take.
- Relevant management qualification or equivalent experience.
- Evidence of on-going personal and professional development (study or alternative).
Desirable
- Further ITIL Training
- Further Microsoft training
- Further SDI Training
- ITSM product specific qualifications
Experience
Essential
- Experience of working with ITIL and Service Management processes.
- Significant experience building, managing and monitoring SLAs.
- Provision of critical IT Services to customers.
- Technical lead role in delivery of IT projects.
- Management, maintenance and strategic development of enterprise IT infrastructure technologies, which are architected for high-availability and are performant.
- Validation of supplier designs.
- Significant experience developing IT related policies, processes and procedures and technical standards, proposing changes where suitable and that are relevant to the IT infrastructure of a large organisation.
- Management of ITSM products such as Ivanti Neurons for IT Service Management.
- Significant experience of call centre management.
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends.
- Experience of IT Support, which must be at a third line level.
- Experience working with software asset management.
- Contribute to the management of the IT Staff and revenue budgets totalling a combined value of £12 Million.
- Contribute to business case development and procurement of software, hardware and services.
- Experience of Windows desktop/server installation and configuration.
- Experience of collaborative and team working practices.
- Relationship management with colleagues, customers, and vendors.
- Production of strategic roadmaps and solutions.
- Identifying emerging trends and developing product and capability roadmaps.
- Practical experience of staff management and of developing the capabilities of a team and of staff outside own direct line management.
- Recruitment and selection experience.
Desirable
- Experience of installing and supporting Microsoft products and operating systems.
- Experience developing applications.
- Experience of working on multiple concurrent IT Projects and Project Management.
- Training other IT staff and delivering training in own specialism.
- Vendor and contract management experience.
Skills and Knowledge
Essential
- Management and Leadership skills.
- Managing people with differing attitudes and behaviours.
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations.
- Experience and good understanding of Microsoft products e.g. Excel, Access, PowerPoint, and Word.
- Understanding of technical issues surrounding implementation of new/replacement systems.
- Demonstrate effective written and verbal communication skills.
- Produce timely, accurate written/electronic records and documents.
- Demonstrates work process to other members of IT Services within own work area.
- Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation.
- Ability to evaluate and interpret technical information for communication to a wide audience.
- Ability to work unsupervised in a pressured environment.
- Ability to react quickly to challenging situations.
- Advanced keyboard skills.
- Regular VDU user.
Desirable
- Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security.
- Demonstrate experience of system testing, data cleansing, presentation skills, and contingency management.
Personal Qualities
Essential
- Able to communicate across all levels to service users both verbally and in written form.
- Demonstrates an analytical and logical approach to problem solving.
- Commitment to continual personal development with an ability to maintain skills set through further training.
- Interpersonal Skills.
- Self-Motivated.
- Methodical and systematic in approach to all aspects of work.
- Organisational skills with attention to detail.
- Creative Thinking.
- Able to demonstrate behaviours consistent with Trust Core Values.
- Ability to work unsupervised in a pressured environment.
- Ability to use own initiative appropriately.
- Maintains quality and performance in challenging circumstances.
Values & Behaviours (PROUD)
Essential
- Be passionate about putting patients first and ensuring the IT service we deliver is professional, efficient, effective, and always has the patient experience in mind.
- Continually improve the IT service through personal development, teamwork, creativity, and innovation.
- Demonstrate that people are at the heart of all you do by being kind, respectful, fair and value diversity.
- Always support and encourage colleagues ensuring you listen and communicate respectfully, taking responsibility for your own actions.
- Have a proven track record of delivery on objectives.
- Able to demonstrate behaviours consistent with Trust Core Values.
Other Factors
Essential
- Flexible approach to working and requirement to work unsociable hours in line with the needs of the service.
- Occasional exposure to unpleasant working conditions.
Person Specification
Qualifications
Essential
- Degree or equivalent in a relevant IT-related field and/or significant experience in two of: Computer Science, IT Service Management, System Design, Implementation of Large IT Projects, IT Project Management, Service Desk Management
- Microsoft Database Certification or equivalent or willingness to take.
- ITIL Practitioner or willingness to take.
- PRINCE2 Agile Practitioner or willingness to take.
- Relevant management qualification or equivalent experience.
- Evidence of on-going personal and professional development (study or alternative).
Desirable
- Further ITIL Training
- Further Microsoft training
- Further SDI Training
- ITSM product specific qualifications
Experience
Essential
- Experience of working with ITIL and Service Management processes.
- Significant experience building, managing and monitoring SLAs.
- Provision of critical IT Services to customers.
- Technical lead role in delivery of IT projects.
- Management, maintenance and strategic development of enterprise IT infrastructure technologies, which are architected for high-availability and are performant.
- Validation of supplier designs.
- Significant experience developing IT related policies, processes and procedures and technical standards, proposing changes where suitable and that are relevant to the IT infrastructure of a large organisation.
- Management of ITSM products such as Ivanti Neurons for IT Service Management.
- Significant experience of call centre management.
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends.
- Experience of IT Support, which must be at a third line level.
- Experience working with software asset management.
- Contribute to the management of the IT Staff and revenue budgets totalling a combined value of £12 Million.
- Contribute to business case development and procurement of software, hardware and services.
- Experience of Windows desktop/server installation and configuration.
- Experience of collaborative and team working practices.
- Relationship management with colleagues, customers, and vendors.
- Production of strategic roadmaps and solutions.
- Identifying emerging trends and developing product and capability roadmaps.
- Practical experience of staff management and of developing the capabilities of a team and of staff outside own direct line management.
- Recruitment and selection experience.
Desirable
- Experience of installing and supporting Microsoft products and operating systems.
- Experience developing applications.
- Experience of working on multiple concurrent IT Projects and Project Management.
- Training other IT staff and delivering training in own specialism.
- Vendor and contract management experience.
Skills and Knowledge
Essential
- Management and Leadership skills.
- Managing people with differing attitudes and behaviours.
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations.
- Experience and good understanding of Microsoft products e.g. Excel, Access, PowerPoint, and Word.
- Understanding of technical issues surrounding implementation of new/replacement systems.
- Demonstrate effective written and verbal communication skills.
- Produce timely, accurate written/electronic records and documents.
- Demonstrates work process to other members of IT Services within own work area.
- Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation.
- Ability to evaluate and interpret technical information for communication to a wide audience.
- Ability to work unsupervised in a pressured environment.
- Ability to react quickly to challenging situations.
- Advanced keyboard skills.
- Regular VDU user.
Desirable
- Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security.
- Demonstrate experience of system testing, data cleansing, presentation skills, and contingency management.
Personal Qualities
Essential
- Able to communicate across all levels to service users both verbally and in written form.
- Demonstrates an analytical and logical approach to problem solving.
- Commitment to continual personal development with an ability to maintain skills set through further training.
- Interpersonal Skills.
- Self-Motivated.
- Methodical and systematic in approach to all aspects of work.
- Organisational skills with attention to detail.
- Creative Thinking.
- Able to demonstrate behaviours consistent with Trust Core Values.
- Ability to work unsupervised in a pressured environment.
- Ability to use own initiative appropriately.
- Maintains quality and performance in challenging circumstances.
Values & Behaviours (PROUD)
Essential
- Be passionate about putting patients first and ensuring the IT service we deliver is professional, efficient, effective, and always has the patient experience in mind.
- Continually improve the IT service through personal development, teamwork, creativity, and innovation.
- Demonstrate that people are at the heart of all you do by being kind, respectful, fair and value diversity.
- Always support and encourage colleagues ensuring you listen and communicate respectfully, taking responsibility for your own actions.
- Have a proven track record of delivery on objectives.
- Able to demonstrate behaviours consistent with Trust Core Values.
Other Factors
Essential
- Flexible approach to working and requirement to work unsociable hours in line with the needs of the service.
- Occasional exposure to unpleasant working conditions.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
