Asset quality and contract manager

Job responsibilities

Job Purpose:

The Asset, Quality and Contracts Manager falls within the Digital Services Service Management department within Digital Services which follows the ITIL standard of Service Management, empowering technology, and process to ensure the users have the best possible experience and outcomes, both externally and internally for the staff within the Trust.

The post holder requires a high level of discretion, specialist knowledge of software legislation, Configuration Management, Discovery admin knowledge and the ability to work unsupervised and proactively. Being a diligent staff member with an eye for detail and a passion for improving the service, the post holder will work closely with all elements of the Digital Services teams to deliver the best outcomes of the service and for customers. They must offer a can do, proactive approach to service delivery and ultimately delivering for the service needs.

The post holder will be responsible for the provision of:

• Management responsibility of the Asset, Quality and Contracts Officer and their team (Digital Services Administration), including regular 1-2-1s, appraisal and team meetings, providing training on software legislation and Configuration Management (assets) ensuring all team members are up to date on the policies and processes.
• Responsible for all Trust Digital Assets and ensuring the Configuration Management Database (CMDB) is maintained, updated and quality assessed on a regular basis including Discovery admin tasks providing assurance reporting into the Digital Services Information Security Committee this includes from procurement of assets through to disposal of assets within the Trust. Including regular audits of assets.
• Establishing Discovery admin processes and maintaining CMDB Dashboard accuracy in the ITSM tool by liaising with various technology teams who manage the Configuration items.
• Responsible for all Trust Digital Software and compliance with licensing laws and regulations ensuring Information Governance checks and balances have been completed before approving software for use within the Trust.
• Responsible for the development of a Quality Assurance framework within Digital Services, including the implementation of the framework into the Service, providing all necessary processes and training required for Digital Staff and ensuring the reporting of this is taken into the Service Review with the Directorates, to drive Service Excellence throughout the Trust.
• The post holder will establish strong liaison with Services to support software and asset management within the Trust.
• The post holder will build strong relationships with Suppliers of assets and software to improve quality, efficiency, and productivity.
• Lead on Contracts Management within the Service Management function, ensuring that contracts are in line with SLAs and OLAs and renewed or tendered in line with Trust procedures. Providing reporting into the Senior Digital Leadership Team
• Responsible for providing data reports into Digital Services Senior Leadership Team and Trust wide Service Reviews for all information relating to assets, software and contracts using the CMDB, Software and Contracts database tools to provide the data.
• Responsible for all processes and policies regarding Asset Management and Software used within Digital Services
• Responsible for the Configuration Management process and ensuring CI data accuracy.
• Be an effective communicator both internal to Digital and Trust wide on all aspects of Asset, Software and Contracts Management
• Responsible for the centralised Document Repository used within Digital Services, to track and maintain all Digital processes and policies in conjunction with the Head of Information Governance
• Drive excellence through Quality Assurance
• Assist in the development and maintenance of ITIL compliance.
• Report and Records breaches of security to the Trust's data protection and digital services security lead
• Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act
• The poster holder will be the specialist in all software, asset and contract related activities for Digital Services

Communications and Working Relationships:

Internal:

• Directorate Directors and members of Executive Team, Assistant Directors and management team including clinical managers and business managers.
• Corporate teams including Finance, Digital Services, Commercial Services, Organisation & Communities
• Performance and Contract Management team

External

• Senior managers representing Local Authorities
• Senior managers of other Trusts
• Private sector contractors, as providers or commissioners

Key Responsibilities:

• Management responsibility of the Service Manager and their teams (Administration / Switchboard), including regular 1-2-1s, appraisals and team meetings
• Manage and maintain the Digital Services Configuration Management Database (CMDB) in line with Digital Services IT Asset Management Process
• Regular Audits of all Assets / Software / Configuration Items within the Trust
• Regular Reporting of all Assets / Software / Configuration Items within the Trust to Digital Services Senior Management Team
• Manage the relationship with the external service for software licensing, ensuring that compliance and assurance are being met
• Assist the Deputy Head and Head of Service Management in conducting service reviews with external suppliers of services pertaining to Software Licensing
• Being up to date on current licensing laws and type of licenses used within the Trust
• Assist in the establishment of effective communication on all aspects of user support for software and asset management and the wider business.
• Deliver Software & Asset (through it Lifecycle) services to the Trust, taking ownership and resolving requests in line with policy, procedures, SLA, and OLA requirements
• Regular Audits of the Contracts within the Digital Services Department
• Regular Reporting of all Contracts within the Trust to Digital Services Senior Management Team
• Process contract renewals and assist in the negotiation of contracts in-line with SLAs and OLAs
• Ensure Digital Services Staff are aware of when contracts are due to expire, ensuring that enough time is given for tendering of new contracts if required
• Build relationships with suppliers and key vendors being the Single Point of Contact (SPOC) for all software and asset requirements
• Regular Audits of the Document Repository and Configuration Management Database
• Developing, monitoring, and maintaining the policies and procedures within the Digital Services Department
• Ensure all Digital Services Software, Asset and Contract processes are up to date and relevant, conducting regular reviews. Providing knowledge transfer and training materials to other members of staff
• Maintain awareness of all developments across the Digital Services functions
• Ensure all communication is clear and concise and contains no technical jargon when communicating with the business, including negotiating with staff at all levels across the trust
• Ensure all updates to the IT Service Management tool for ticket updates are conducted in a timely and non-jargon format, adhering to the Digital Services Service Level Agreements / Operating Level agreements and policies and procedures, including liaising with peers and managers on Digital Services
• Other duties as agreed with the Deputy Head and Head of Service Management
• Provide support to staff within different functions of the Digital Services department. Develop and Implement a Quality Assurance Framework with Digital Services
• Regular Reporting on Quality Assurance to the Digital Services Teams
• Provide training and support for all departments within Digital Services in regards to maintaining Customer Excellence through quality control
• Assist in the predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of a high standard of service
• Ensure Service Quality is maintained within the Digital Services Department
• Report and Records breaches of security to the Trust's data protection and digital services security lead
• Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act
• Has the ability to work to agreed objectives, and able to work when needed without supervision and prioritise workload accordingly.

Qualifications

Essential

• Educated to Degree level or equivalent experience
• ITIL Service Management Foundation Version 4 or equivalent
• Specialist knowledge of software legislation and license types

Desirable

• Customer Service Qualification
• Prince 2 foundation or practitioner

Experience, Knowledge and Skills

Essential

• Experience of working with complex asset inventory tools
• Experience of working with Software legislation, license types and compliance
• Experience of managing a Configuration Database
• Skilled in staff management
• At least 2 years working in an IT related - customer service provision field. i.e. Service Desk
• Experience of using reporting tools
• Good working knowledge of Microsoft Office applications and productivity suites
• Understand the importance of Digital good practices and service delivery and security
• Good time management
• Ability to work on own initiative and as part of a team to SLA deadlines
• Ability to plan, agree, schedule, document and implement changes using a structured change control process
• Ability to work unsupervised and follow instructions
• Logical, methodical, proactive and enthusiastic in working practises
• Ability to express complex issues, both orally and in writing in an easily understood manner for a range of audiences
• Excellent team skills an ability to work with members of own and other teams and departments at all levels of the organisation
• Ability to deliver to strict deadlines

Desirable

• Experience of writing reports to management
• Ensuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier
• Ability to create networks with peers and managers across the Trust
• Ability to gather and interpret data

Attributes

Essential

• Personal resilience in managing periods of sustained pressure in a busy team
• Proactive and self-motivated in completing work to a high standard in conjunction with other staff

communications

Essential

• Influencing and negotiating skills
• Highly developed verbal and written skills
• Ability to engage at all levels in a large complex organisation and achieve effective co-operation.
• Highly developed presentation skills
• Adept at conflict resolution
• Convey confidence.
• Political acumen

Mental and Physical Effort

Essential

• Able to deliver sustained periods of detailed work, work accurately and under pressure and meet immovable deadlines
• Able to travel during the day
• Able to travel across multiple sites
• Light physical effort

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).