Northampton General Hospital

Service Desk Manager

Information:

This job is now closed

Job summary

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
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 Service Desk Manager is responsible for the operation and delivery of the digital support services function. The post holder will contribute to Service Delivery policies and processes based on the IT Infrastructure Library (ITIL) framework. The post holder will be responsible for the leadership and effective management of the ICT Service Desk teams, contributing to provision of 24x7x365 ICT support for the Group. Please be aware the vacancy may be closed early if receive lots of applications.

Main duties of the job

The role also provides critical support to the delivery of major service initiatives, required by the Group. This will include: A senior member of the ICT team leading a team of skilled Technology support and delivery staff who are responsible to their Line Manager for the day-to-day operation and support of the staff-facing / end user digital services used by the Group

  • Responsible for managing service-wide reporting and KPI and expected to liaise with other ICT team leads to make sure reporting is accurate, relevant, and presented in a timely manner to several Group governance forums.
  • Expected to liaise with third party suppliers, maintenance companies and other NHS departments in support of day-to-day operations and project-based activity.
  • Expected to provide and explain detailed service deliverables regarding all levels of service management related to the ICT support service.
  • Responsible for both the ICT Services Catalogue and Configuration Management Database (CMDB) / Service Desk tool.
The post holder will be focused on understanding customer needs and will build, develop and maintain a highly motivated and professional Customer Service team. There will be a requirement to be part of an on-call 24*7 rota.

About us

In July 2021 we formed theUniversity Hospitals of Northamptonshire NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS Foundation Trust and Northampton General Hospital NHS Trust.

  • You will be a trusted colleague, given a reasonable degree of flexibility in delivering your role including remote working, split shifts and hours of working etc.
  • You will be supported to become comfortable with working to an Agile framework as a member of the Digital portfolio.
  • You will be able to input meaningfully to the direction of travel and cultural development of our newly established team.

Details

Date posted

04 June 2024

Pay scheme

Agenda for change

Band

Band 7

Salary

£43,742 to £50,056 a year per annum / pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

265-6165554-A

Job locations

Kettering General Hospital NHS Foundation Trust

Kettering

NN168UZ


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.

Contribute to building robust processes and procedures adopting disciplines that will add value to the business, these should as a minimum include Incident, Problem and Change Management.

Responsible for developing the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement.

Ensuring delays and problems notified to you are escalated where necessary, keeping your line manager always informed of progress.

Working with ICT teams to build knowledge base articles and self-help instructional documents and videos.

Analyses, Interpret and resolves complex ICT problems where other leading opinions may conflict.

Contribute to the Groups Electronic Information Asset Register to include auditing of all information systems, providing a significant level of assurance.

The post holder will be responsible for ensuring that all risks and issues relating to the Service Desk are fully documented, risk assessments undertaken and recorded on the Groups risk management systems as well as the departmental risk register.

Contribute to continuous service improvement in relation to Service Management.

Assist the Service Manager to create reports for the Groups ICT Service Delivery function for governance forums such as Group Digital Operational Meeting (GDOM).

Contribute to effective arrangements for on-boarding of new technology & solutions to operational service are established and fully implemented.

Work closely with the Service Manager to develop, and gain approval for, sound business cases in support of strategic ICT investments.

For further details / informal visits contact: Name Riner Rani Job title Deputy Head of IT Email address riner.rani@nhs.net Telephone number 07872 423901

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.

Contribute to building robust processes and procedures adopting disciplines that will add value to the business, these should as a minimum include Incident, Problem and Change Management.

Responsible for developing the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement.

Ensuring delays and problems notified to you are escalated where necessary, keeping your line manager always informed of progress.

Working with ICT teams to build knowledge base articles and self-help instructional documents and videos.

Analyses, Interpret and resolves complex ICT problems where other leading opinions may conflict.

Contribute to the Groups Electronic Information Asset Register to include auditing of all information systems, providing a significant level of assurance.

The post holder will be responsible for ensuring that all risks and issues relating to the Service Desk are fully documented, risk assessments undertaken and recorded on the Groups risk management systems as well as the departmental risk register.

Contribute to continuous service improvement in relation to Service Management.

Assist the Service Manager to create reports for the Groups ICT Service Delivery function for governance forums such as Group Digital Operational Meeting (GDOM).

Contribute to effective arrangements for on-boarding of new technology & solutions to operational service are established and fully implemented.

Work closely with the Service Manager to develop, and gain approval for, sound business cases in support of strategic ICT investments.

For further details / informal visits contact: Name Riner Rani Job title Deputy Head of IT Email address riner.rani@nhs.net Telephone number 07872 423901

Person Specification

Qualifications

Essential

  • Educated to Post Graduate Degree level education or equivalent level or equivalent experience delivering Digital services
  • ITIL v.3 or later Practitioner Qualification or equivalent experience

Desirable

  • Sufficient knowledge of the provision of health services
  • Agile delivery qualification e.g. ScrumMaster, AgilePM

Knowledge/experience

Essential

  • Experience of managing an ICT Service Desk to contribute to support a 24x7x365 service
  • Experience of delivering a Service Desk, 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 Service Desk role

Desirable

  • Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
Person Specification

Qualifications

Essential

  • Educated to Post Graduate Degree level education or equivalent level or equivalent experience delivering Digital services
  • ITIL v.3 or later Practitioner Qualification or equivalent experience

Desirable

  • Sufficient knowledge of the provision of health services
  • Agile delivery qualification e.g. ScrumMaster, AgilePM

Knowledge/experience

Essential

  • Experience of managing an ICT Service Desk to contribute to support a 24x7x365 service
  • Experience of delivering a Service Desk, 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 Service Desk role

Desirable

  • Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Northampton General Hospital

Address

Kettering General Hospital NHS Foundation Trust

Kettering

NN168UZ


Employer's website

https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)

Employer details

Employer name

Northampton General Hospital

Address

Kettering General Hospital NHS Foundation Trust

Kettering

NN168UZ


Employer's website

https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Deputy Head of IT

Riner Rani

riner.rani@nhs.net

07872423901

Details

Date posted

04 June 2024

Pay scheme

Agenda for change

Band

Band 7

Salary

£43,742 to £50,056 a year per annum / pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

265-6165554-A

Job locations

Kettering General Hospital NHS Foundation Trust

Kettering

NN168UZ


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