Job summary
All members of the Digital portfolio will strive towards "Applying the culture, processes, business models & technologies of the internet era to respond to people's raised expectations" [Tom Loosemore's definition of Digital].
The post holder will be responsible for the leadership and effective management of the ICT Service Desk teams and Service Delivery function for the Group, providing the Group 24x7x365 ICT support.
The post holder will develop and build on current Service Delivery policies and processes based on the IT Infrastructure Library (ITIL) framework.
The post holder will be responsible for the development of Service Level Agreements (SLAs) which are documented and signed with the stakeholders across the Group.
The post holder will be focused on understanding customer needs and will build, develop and maintain a highly motivated and professional Customer Service team.
Main duties of the job
- Building excellent working relationships with all areas of the Group.
- Effectively communicate ICT service issues to a wide range of internal & external staff, guiding them to a certain course of action and escalating where required.
- Convey highly complex ICT concepts clearly, and in plain English, by developing & delivering formal ICT presentations to large groups.
- Utilising the ITIL framework, build robust processes and procedures adopting disciplines that will add value to the business, these should as a minimum include Incident, Problem and Change Management.
- Adopt agile working practices throughout your teams.
- The post holder will be responsible for the management of diverse teams support the Groups 24x7x365 ICT service.
About us
In July 2021 we formed the University Hospitals of Northamptonshire NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS Foundation Trust and Northampton General Hospital NHS Trust. We have agreed an ambitious Group Strategy 'Dedicated to Excellence' which sets out our strategic ambitions and priorities for the next five years and we have also launched our Group Digital Strategy, which sets out our ambitions to become the most digital hospital in England.
Across our Digital portfolio we are working to the following principles:
- Putting users' needs first
- Designing for simplicity
- Working in an agile way
- Doing things once across the Group
- Communicating and engaging throughout
Job description
Job responsibilities
- Building excellent working relationships with all areas of the Group.
- Effectively communicate ICT service issues to a wide range of internal & external staff, guiding them to a certain course of action and escalating where required.
- Convey highly complex ICT concepts clearly, and in plain English, by developing & delivering formal ICT presentations to large groups.
- Utilising the ITIL framework, build robust processes and procedures adopting disciplines that will add value to the business, these should as a minimum include Incident, Problem and Change Management.
- Adopt agile working practices throughout your teams.
- The post holder will be responsible for the management of diverse teams support the Groups 24x7x365 ICT service.
Job description
Job responsibilities
- Building excellent working relationships with all areas of the Group.
- Effectively communicate ICT service issues to a wide range of internal & external staff, guiding them to a certain course of action and escalating where required.
- Convey highly complex ICT concepts clearly, and in plain English, by developing & delivering formal ICT presentations to large groups.
- Utilising the ITIL framework, build robust processes and procedures adopting disciplines that will add value to the business, these should as a minimum include Incident, Problem and Change Management.
- Adopt agile working practices throughout your teams.
- The post holder will be responsible for the management of diverse teams support the Groups 24x7x365 ICT service.
Person Specification
Education, Training & Qualifications
Essential
- Educated to Masters level education or equivalent level or equivalent experience delivering Digital services
- ITIL v.3 or later Practitioner Qualification or equivalent experience
Desirable
- ITIL Change Management Practitioner Qualification
- Sufficent knowledge of the provision of health services
- Agile delivery qualification e.g. ScrumMaster, AgilePM
Knowledge & Experience
Essential
- Evidence of continuing professional development
- Experience of managing diverse teams to support a 24x7x365 service
- Significant experience working and managing Service Delivery, preferably in the public sector
- Knowledge of ITIL and experience of using its five core areas (Service Strategy, Service Design, Services Transition, Service Operation and Continual Service Improvement) in an ICT Service Management function in an Enterprise environment.
- Extensive experience in building and managing ICT Service Delivery functions at a senior level (preferably in an NHS environment)
- Significant professional experience providing technical support for a Service Management function.
- Experience of developing and implementing Service Management strategies, development programmes and business cases
- Experience of complex digital/ICT operational change/project management while also developing and maintaining high standards of quality
- Experience in building, leading, motivating and developing multi-disciplinary teams as an effective people manager
- Demonstrable working knowledge of effective performance and budgetary management and control including achieving annual targets on a regular basis
- Sufficient knowledge of NHS/Government policies, strategies and organisational relationships in relation to Service Management and be able to be able to advise stakeholders and develop proposals for the Service Management.
- Experience of staff management including personal development reviews and recruitment
- Experience of contributing to the development of policies and procedures
- Experience of working within multi-disciplinary teams
- Experience of implementing change
- Experience of working within the agile methodology
- Experience of dealing with National NHS organisations such as the Department of Health and Social Care and ICS's.
Desirable
- Excellent knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
- Experience of delivering presentations to large and diverse groups.
Skills
Essential
- ills Effective leadership and people management skills
- Good influencing, persuasion and negotiating skills to gain agreement from multiple stakeholders
- Good verbal and written communication and presentation skills suitable for a range of audiences, including chairing of meetings
- Ability to work with and through others
- Able to clearly manage priorities for self, staff and teams in order to meet targets
- Ability to perform well under pressure and manage unpredictable workload with conflicting priorities
- Quality focused with an innovative approach and ability to solve complex problems
- Ability to develop effect networks and work collaboratively with internal and external partners
- Ability to critically analyse highly complex data sets
- Skills to manage and report on complex performance management information
- Wide range of ICT skills including change management, negotiating, influencing skill, detailed knowledge of ITIL framework, agile methodologies
Key Competencies/ Personal Qualities & Attributes
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
- Able to establish credibility
- Able to perform confidently in stressful situations
- Honesty and professional integrity
- Commitment to personal development and development of staff
- Can constructively challenge and effectively manage conflict to reach a positive conclusion
- Passionate commitment to embedding diversity and equality internally and externally
- Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where postholders are required to travel as part of their role)
- Ability to participate in an On-Call rota
Person Specification
Education, Training & Qualifications
Essential
- Educated to Masters level education or equivalent level or equivalent experience delivering Digital services
- ITIL v.3 or later Practitioner Qualification or equivalent experience
Desirable
- ITIL Change Management Practitioner Qualification
- Sufficent knowledge of the provision of health services
- Agile delivery qualification e.g. ScrumMaster, AgilePM
Knowledge & Experience
Essential
- Evidence of continuing professional development
- Experience of managing diverse teams to support a 24x7x365 service
- Significant experience working and managing Service Delivery, preferably in the public sector
- Knowledge of ITIL and experience of using its five core areas (Service Strategy, Service Design, Services Transition, Service Operation and Continual Service Improvement) in an ICT Service Management function in an Enterprise environment.
- Extensive experience in building and managing ICT Service Delivery functions at a senior level (preferably in an NHS environment)
- Significant professional experience providing technical support for a Service Management function.
- Experience of developing and implementing Service Management strategies, development programmes and business cases
- Experience of complex digital/ICT operational change/project management while also developing and maintaining high standards of quality
- Experience in building, leading, motivating and developing multi-disciplinary teams as an effective people manager
- Demonstrable working knowledge of effective performance and budgetary management and control including achieving annual targets on a regular basis
- Sufficient knowledge of NHS/Government policies, strategies and organisational relationships in relation to Service Management and be able to be able to advise stakeholders and develop proposals for the Service Management.
- Experience of staff management including personal development reviews and recruitment
- Experience of contributing to the development of policies and procedures
- Experience of working within multi-disciplinary teams
- Experience of implementing change
- Experience of working within the agile methodology
- Experience of dealing with National NHS organisations such as the Department of Health and Social Care and ICS's.
Desirable
- Excellent knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
- Experience of delivering presentations to large and diverse groups.
Skills
Essential
- ills Effective leadership and people management skills
- Good influencing, persuasion and negotiating skills to gain agreement from multiple stakeholders
- Good verbal and written communication and presentation skills suitable for a range of audiences, including chairing of meetings
- Ability to work with and through others
- Able to clearly manage priorities for self, staff and teams in order to meet targets
- Ability to perform well under pressure and manage unpredictable workload with conflicting priorities
- Quality focused with an innovative approach and ability to solve complex problems
- Ability to develop effect networks and work collaboratively with internal and external partners
- Ability to critically analyse highly complex data sets
- Skills to manage and report on complex performance management information
- Wide range of ICT skills including change management, negotiating, influencing skill, detailed knowledge of ITIL framework, agile methodologies
Key Competencies/ Personal Qualities & Attributes
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
- Able to establish credibility
- Able to perform confidently in stressful situations
- Honesty and professional integrity
- Commitment to personal development and development of staff
- Can constructively challenge and effectively manage conflict to reach a positive conclusion
- Passionate commitment to embedding diversity and equality internally and externally
- Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where postholders are required to travel as part of their role)
- Ability to participate in an On-Call rota
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).
