Job summary
As a key member of the IT Services Team, the post holder is responsible for coordinating the delivery of the technical support and service desk service to Bolton Foundation Trust, Bolton GPs and ICB Locality Team.
This post will be accountable for a team of service delivery and operational support staff, and will be a point of escalation for IT service related issues. The post holder will be responsible for leading a customer focussed team with service user and patient need at the heart of IT service delivery, ensuring quality and SLA compliance.
Main duties of the job
The post is accountable for the successful delivery of the following ITIL functions:
-
- Service Transition
- Release and Deployment Management (Client Assets)
- Service Operations
- Service Desk
- Application Management
- Event Management
- Incident Management
- Request Fulfilment
- Identity Management
- IT Operations Management (Client Assets)
- Technical Management (Client Assets)
- Problem Management
- Change Control
About us
The Trust is a great place to work, evidenced by the most recently NHS Staff Survey results where our staff ranked us as the best NHS place to work in Greater Manchester. We are really proud of this and ensure that everyone in the Trust is both seen and heard. It has been a challenging time for the NHS with the national pandemic response at the forefront of our minds and activities, but we are coming out of pandemic pressures with renewed energy, and it is a truly exciting time for the Trust with investment and development of the IT Infrastructure of which this role will be a key part. The NHS offers a competitive salary and benefits package, and a supportive work environment that values teamwork and collaboration.
So, we hope the above has encouraged you to join a high-performing IT team in an equally high-performing Trust! We look forward to hearing from you.
Job description
Job responsibilities
Based at the Royal Bolton Hospital site, you will help provide IT support services to 7,500 users over 25 sites, ensuring that those services are efficient and responsive to the needs of the Trust. This is a busy service giving you exposure to a wide range of technical infrastructure and advanced technologies; building on that exposure we will ensure that the role provides you with a comprehensive and structured career path and development plan.
The requirements for the role are outlined in the attached Job Description and Person Specification and we would ask you to consider these before applying for the role. As importantly you will be a great communicator and team player; and someone who fits in really well with our established team who are seen as subject experts providing a helpful and friendly service.
Job description
Job responsibilities
Based at the Royal Bolton Hospital site, you will help provide IT support services to 7,500 users over 25 sites, ensuring that those services are efficient and responsive to the needs of the Trust. This is a busy service giving you exposure to a wide range of technical infrastructure and advanced technologies; building on that exposure we will ensure that the role provides you with a comprehensive and structured career path and development plan.
The requirements for the role are outlined in the attached Job Description and Person Specification and we would ask you to consider these before applying for the role. As importantly you will be a great communicator and team player; and someone who fits in really well with our established team who are seen as subject experts providing a helpful and friendly service.
Person Specification
Qualifications
Essential
- Educated to a Masters Level or equivalent knowledge / experience
- ITIL - Qualification
- Demonstrate commitment to ongoing personal development
- Customer Service Qualification
Desirable
- Project Management Qualification
- Service Desk Institute Certification
Experience
Essential
- Significant experience in an IT Service Delivery supervisory position.
- Managing in a customer focussed environment.
- Extensive knowledge of Incident & Service Request Management protocols including Customer Relationship Management (CRM) processes.
- Supplier management experience
- Contract management
- Risk management experience
- Change management experience
- Problem management within an IT environment
- Providing support utilising ITIL Service
- Support/Service Delivery principles
- Strong and varied Technical Support experience working in a service delivery environment.
- Experience of developing / implementing operational policy and procedures
- System management experience
- Staff appraisal, interviewing and management experience
Desirable
- Management in an NHS environment
- Experience of GP IT support
- Project Management experience
- Working knowledge of IT systems in a healthcare environment
- Active Directory, Anti-virus, large scale LAN / WAN knowledge
- Disaster recovery knowledge
Skills
Essential
- Strong people management skills.
- Strong negotiation skills
- Organisational skills.
- Strong communications and relationship skills, verbally and written
- Good time management
- Report Writing
- Analysis of complex data
- Must be able to liaise between all levels of staff, and able to motivate staff who do not directly report to the post holder.
- Good time management
- Able to manage own workload and to work to deadlines
- Demonstrate of initiative and an ability to take responsibility
- Ability to manage and resolve customer complaints
- Advanced Keyboard Skills
Knowledge
Essential
- Strong knowledge of IT and technical management procedures.
- Knowledge of Healthcare deliver in a foundation trust and primary care. Good understand of clinical service users
- Knowledge of IT service delivery best practise
- Understanding of Role Based Access Controls (RBAC) and Identity and Access Management (IAM)
- Knowledge of incident management processes, disaster recovery and business continuity
- Knowledge of NHS Information Governance and Cyber Security
- Protection and safeguarding information
- Governance and confidentiality within the NHS.
Desirable
- Specialist knowledge of the same.
Other
Essential
- The moving and lifting of computer equipment and its transport between sites to its installation location.
- Participation in on call rota
- Able to travel between sites
- Flexibility in working hours.
Person Specification
Qualifications
Essential
- Educated to a Masters Level or equivalent knowledge / experience
- ITIL - Qualification
- Demonstrate commitment to ongoing personal development
- Customer Service Qualification
Desirable
- Project Management Qualification
- Service Desk Institute Certification
Experience
Essential
- Significant experience in an IT Service Delivery supervisory position.
- Managing in a customer focussed environment.
- Extensive knowledge of Incident & Service Request Management protocols including Customer Relationship Management (CRM) processes.
- Supplier management experience
- Contract management
- Risk management experience
- Change management experience
- Problem management within an IT environment
- Providing support utilising ITIL Service
- Support/Service Delivery principles
- Strong and varied Technical Support experience working in a service delivery environment.
- Experience of developing / implementing operational policy and procedures
- System management experience
- Staff appraisal, interviewing and management experience
Desirable
- Management in an NHS environment
- Experience of GP IT support
- Project Management experience
- Working knowledge of IT systems in a healthcare environment
- Active Directory, Anti-virus, large scale LAN / WAN knowledge
- Disaster recovery knowledge
Skills
Essential
- Strong people management skills.
- Strong negotiation skills
- Organisational skills.
- Strong communications and relationship skills, verbally and written
- Good time management
- Report Writing
- Analysis of complex data
- Must be able to liaise between all levels of staff, and able to motivate staff who do not directly report to the post holder.
- Good time management
- Able to manage own workload and to work to deadlines
- Demonstrate of initiative and an ability to take responsibility
- Ability to manage and resolve customer complaints
- Advanced Keyboard Skills
Knowledge
Essential
- Strong knowledge of IT and technical management procedures.
- Knowledge of Healthcare deliver in a foundation trust and primary care. Good understand of clinical service users
- Knowledge of IT service delivery best practise
- Understanding of Role Based Access Controls (RBAC) and Identity and Access Management (IAM)
- Knowledge of incident management processes, disaster recovery and business continuity
- Knowledge of NHS Information Governance and Cyber Security
- Protection and safeguarding information
- Governance and confidentiality within the NHS.
Desirable
- Specialist knowledge of the same.
Other
Essential
- The moving and lifting of computer equipment and its transport between sites to its installation location.
- Participation in on call rota
- Able to travel between sites
- Flexibility in working hours.
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).
