Job summary
Due to retirement, we are looking for a motivated and dynamic person to join our team, helping us further improve the systems and technologies within the Trust.
You will be required to manage a customer focused digital support team, providing a flexible and responsive support service to CNTW NHS Foundation Trust and its partners, across a large geographical area.
You will continue the development of a proactive customer service ethos across the department, ensuring that stringent service levels are maintained and that end users receive a high-quality service.
Main duties of the job
The successful candidate will have:
- Experience in managing innovative and responsive digital customer service support teams across multiple locations.
- Experience in the development, monitoring and reporting of service delivery against service level agreements.
- Experience in the leadership and management of teams in line with organisational strategy.
- People management and leadership skills with an ability to motivate and control a large multi-skilled team and manage change.
- Excellent skills in the user of Microsoft Technologies with an ability to support technical staff in the resolution of problems.
- Knowledge of customer focussed support services, contact centres and support models including self-service.
- Experience of building strong and effective relationships with diverse stakeholders.
In addition, the candidate needs to be able to undertake duties with a minimal training period.
About us
The Digital Support Manager is a varied job, and we are seeking a candidate with a passion for continual service improvement and developing a culture that improves effectiveness and quality of our support service.
If you have an eye for detail, strong communication and analytical skills, in depth knowledge of Microsoft Technologies - this could be the post
Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 29th July 2025
Closing date : 12th August 2025
We welcome your application.
Please note, this post could be subject to a potential TUPE transfer into NTW Solutions, our wholly owned subsidiary Company. The potential TUPE date is 1st July 2025.
Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 29th July 2025
Closing date : 12th August 2025
We welcome your application.
Please note, this post could be subject to a potential TUPE transfer into NTW Solutions, our wholly owned subsidiary Company. The potential TUPE date is 1st July 2025.
Person Specification
Qualifications
Essential
- Digital or Management related degree
- Master or post graduate professional qualification (or equivalent experience)
- Demonstrable evidence of extensive continuing professional development
Desirable
- ITIL Qualification or equivalent experience of delivering customer focussed digital services
Skills
Essential
- Excellent and proven management and communication skills to develop effective relationships with internal users, staff and external partners.
- Ability to lead, motivate and control multiple technical and support teams with diverse and complex workloads.
- Effective leadership and decision-making skills.
- Excellent interpersonal and communication skills.
- Ability to set clear targets, motivate staff and delegate appropriately.
- Provide complex technical solutions and advice to a range of internal and external staff.
- Excellent report writing and presentation skills.
Experience
Essential
- At least 5 years' experience in a live digital services support department with 2 years' experience of managing a department.
- Experience of strategy development and delivery.
- Experience managing enterprise wide 1st and 2nd level support services.
- Experience of multi-agency working. Proven track record of successfully implementing organisational change.
- Experience of specification, selection, and implementation of a wide range of digital systems and projects.
- Experience in training staff with new technologies.
Desirable
- Experience of implementing innovative and responsive 1st and 2nd level support services would be desirable.
Knowledge
Essential
- Knowledge of programme and project management principles.
- Knowledge of a wide range of NHS functions and disciplines and systems.
- Knowledge of change management principles and methodologies including benefits measurement and realisation.
- Knowledge of developing customer focussed support and service departments.
- Knowledge of the development of contact centres and effective 2nd line support models, including self-service.
- Knowledge of supporting large corporate solutions with large number of users.
- Knowledge of Digital Services audits to ensure that systems and associated documentation meet national standard and best practice.
- Knowledge of Microsoft 365 and Cloud Computing Technologies.
Person Specification
Qualifications
Essential
- Digital or Management related degree
- Master or post graduate professional qualification (or equivalent experience)
- Demonstrable evidence of extensive continuing professional development
Desirable
- ITIL Qualification or equivalent experience of delivering customer focussed digital services
Skills
Essential
- Excellent and proven management and communication skills to develop effective relationships with internal users, staff and external partners.
- Ability to lead, motivate and control multiple technical and support teams with diverse and complex workloads.
- Effective leadership and decision-making skills.
- Excellent interpersonal and communication skills.
- Ability to set clear targets, motivate staff and delegate appropriately.
- Provide complex technical solutions and advice to a range of internal and external staff.
- Excellent report writing and presentation skills.
Experience
Essential
- At least 5 years' experience in a live digital services support department with 2 years' experience of managing a department.
- Experience of strategy development and delivery.
- Experience managing enterprise wide 1st and 2nd level support services.
- Experience of multi-agency working. Proven track record of successfully implementing organisational change.
- Experience of specification, selection, and implementation of a wide range of digital systems and projects.
- Experience in training staff with new technologies.
Desirable
- Experience of implementing innovative and responsive 1st and 2nd level support services would be desirable.
Knowledge
Essential
- Knowledge of programme and project management principles.
- Knowledge of a wide range of NHS functions and disciplines and systems.
- Knowledge of change management principles and methodologies including benefits measurement and realisation.
- Knowledge of developing customer focussed support and service departments.
- Knowledge of the development of contact centres and effective 2nd line support models, including self-service.
- Knowledge of supporting large corporate solutions with large number of users.
- Knowledge of Digital Services audits to ensure that systems and associated documentation meet national standard and best practice.
- Knowledge of Microsoft 365 and Cloud Computing Technologies.
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
Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust
Address
Newcastle or Sunderland or Carlisle, with some hybrid working.
St Nicholas Hospital
Newcastle
NE3 3XT
Employer's website
https://www.cntw.nhs.uk/careers/ (Opens in a new tab)
