Job summary
The post holder will work within the West Hertfordshire Teaching Hospitals NHS Trust ICT team.
The Service Delivery Manager will manage ICT service escalations and service incidents and be responsible for the delivery and quality of the ICT service across the whole Trust. This includes not only delivery of ICT services provided by internal resolver groups, but also external third parties. The overall goal is to maximise ICT service quality and consequently to improve the day-to-day operations of the Trust.
Reporting to the Head of IT Service Engagement & Programme Delivery, the Service Delivery Manager will have highly developed specialist knowledge of and be an expert in ITIL Service Management disciplines, ICT Service management and supplier relationship management. The post-holder will also be responsible for ICT service delivery communications, improvements, policy implementation and development.
Main duties of the job
To lead the service delivery team in exemplifying the principles of customer service, productivity, performance, efficiency and responsiveness to users.
Maintaining consistently high levels of quality, safety, and performance to deliver service excellence and exceptional customer satisfaction across all of the Trust sites.
Proactively managing and monitoring ICT SLAs, and service performance across the Trust directorates and departments.
Highly complex facts or situations requiring analysis, interpretation, comparison of a range of options and providing a steer on resolution. Expert in the service delivery field. Analyses, interprets and resolves highly complex ICT service delivery problems where there is no precedent and where other leading opinions may conflict.
The role is required to act independently within appropriate policies, procedures and guidelines, deciding when it is necessary to refer to their manager. The role will be responsible for the correct and appropriate management and resolution of calls assigned to them. Clearly defined targets and objectives will be managed through regular 1:1s and reviews.
About us
There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust! Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.
The trust has recently gained 'teaching hospital' status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.
We are a flexible working employer
At West Herts we recognise the importance of a good work life balance and the ability to work flexibly. We are delighted to offer a variety of flexible working options for all staff. Please check out our web page for more information.
https://www.westhertshospitals.nhs.uk/flexibleworking/
We encourage and welcome people with disabilities. If you need help, please ask.
We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.
If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description
Job responsibilities
The post holder will be required to build and maintain good working relationships with a broad range of internal and external stakeholders on all matters to do with the delivery of ICT services.
Develop key working relationships with the senior managers from the ICT team, third party suppliers, divisional managers and service users.
Ensure optimum communications and engagement securing appropriate buy in, support and understanding.
The post-holder will be responsible for communications, policy implementation and development for directorate or equivalent. Includes responsibility for developing policy and procedures in a particular area of IM&T services, which will impact across the whole organisation / develops IM&T policies and practices for and across organisations, implements national policies and practices.
The post-holder will ensure the ICT Infrastructure service operates effectively and smoothly within contracted service level agreements (SLA) and key performance indicator (KPI) metrics and will ensure quality and satisfaction levels with the Trusts ICT Infrastructure partner solutions.The post-holder will work with Trust managers and staff and key external stakeholders to ensure excellent communication flows are in place and ensure knowledge is created, managed and shared across all ICT teams. In addition, the post-holder is expected to work across all departments within the Trust and other organisations forging strong, professional, relationships with staff at all levels.
Job description
Job responsibilities
The post holder will be required to build and maintain good working relationships with a broad range of internal and external stakeholders on all matters to do with the delivery of ICT services.
Develop key working relationships with the senior managers from the ICT team, third party suppliers, divisional managers and service users.
Ensure optimum communications and engagement securing appropriate buy in, support and understanding.
The post-holder will be responsible for communications, policy implementation and development for directorate or equivalent. Includes responsibility for developing policy and procedures in a particular area of IM&T services, which will impact across the whole organisation / develops IM&T policies and practices for and across organisations, implements national policies and practices.
The post-holder will ensure the ICT Infrastructure service operates effectively and smoothly within contracted service level agreements (SLA) and key performance indicator (KPI) metrics and will ensure quality and satisfaction levels with the Trusts ICT Infrastructure partner solutions.The post-holder will work with Trust managers and staff and key external stakeholders to ensure excellent communication flows are in place and ensure knowledge is created, managed and shared across all ICT teams. In addition, the post-holder is expected to work across all departments within the Trust and other organisations forging strong, professional, relationships with staff at all levels.
Person Specification
Education and qualifications
Essential
- Degree in relevant IT subject or equivalent experience
- Possess an industry recognised customer service qualification
- Foundation certificate in ITIL Service management.
- Technical Qualifications such as MCSE, MCP or A+ Certification.
Desirable
- Continued post graduate training.
- Intermediate certificate in ITIL Service Management (Service Operation) or equivalent level of knowledge, skills and experienced
Knowledge
Essential
- Good Working Knowledge of Microsoft Windows and MS Office applications.
- Knowledge of ICT systems, infrastructure, networks.
- Demonstrable knowledge of ITIL.
Desirable
- Good Working Knowledge of Microsoft Windows and MS Office applications
Experience
Essential
- Be familiar with ITIL V3/V4 service management principles
- Experience in an IT service desk Environment
- Experience of delivering complex IT support directly to customers
- Experience of working in a customer facing environment.
- Customer Relationship Management.
Desirable
- Experience of customer facing environment in ICT
- Experience in an NHS IT department
- NHS Experience
- Experience of supporting, training and mentoring junior staff
Skills and ability
Essential
- Able to prioritise own workload to meet changing demands whilst maintaining required service levels.
- Able to analyse data from various sources in order to make informed decisions.
- Ability to work under pressure and to tight deadlines
- Good verbal and written communication skills at all levels
Personal qualities
Essential
- Flexible/hands on approach to deliver customer service.
- Team player
Person Specification
Education and qualifications
Essential
- Degree in relevant IT subject or equivalent experience
- Possess an industry recognised customer service qualification
- Foundation certificate in ITIL Service management.
- Technical Qualifications such as MCSE, MCP or A+ Certification.
Desirable
- Continued post graduate training.
- Intermediate certificate in ITIL Service Management (Service Operation) or equivalent level of knowledge, skills and experienced
Knowledge
Essential
- Good Working Knowledge of Microsoft Windows and MS Office applications.
- Knowledge of ICT systems, infrastructure, networks.
- Demonstrable knowledge of ITIL.
Desirable
- Good Working Knowledge of Microsoft Windows and MS Office applications
Experience
Essential
- Be familiar with ITIL V3/V4 service management principles
- Experience in an IT service desk Environment
- Experience of delivering complex IT support directly to customers
- Experience of working in a customer facing environment.
- Customer Relationship Management.
Desirable
- Experience of customer facing environment in ICT
- Experience in an NHS IT department
- NHS Experience
- Experience of supporting, training and mentoring junior staff
Skills and ability
Essential
- Able to prioritise own workload to meet changing demands whilst maintaining required service levels.
- Able to analyse data from various sources in order to make informed decisions.
- Ability to work under pressure and to tight deadlines
- Good verbal and written communication skills at all levels
Personal qualities
Essential
- Flexible/hands on approach to deliver customer service.
- Team player
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
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).
