Job summary
The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website.
NHSCFA are recruiting a Technology User Services Manager who will be responsible for maintaining, developing and managing the organisation's Information and Communication Technology. The role will be responsible for IT systems, service provision and delivery and will ensure continuous compliance and certification with ISO20000 Service Management Standard. The post holder will lead and motivate a team to support our people and respond proactively within a continuously changing environment, in order to provide an excellent ICT service to NHSCFA and external organisations.
Potential applicants can contactRosie Mullen at rosie.mullen@nhscfa.gov.ukfor an informal chat if you have any questions regarding the role.
We reserve the right to close this vacancy before the advertised closing date should we receive a significant number of applications.
Interviews will be held on 19th September 2024
Main duties of the job
The Technology User Services Manager will be accountable for all aspects of work delivered within their area including technical, financial, and quality aspects.
The postholder will maintain a broad business understanding and knowledge, whilst scanning the sector for emerging practices and technologies. With significant influence over the approach and allocation of resources, the postholder will direct them appropriately so that the optimum solutions are delivered to meet organisational objectives.
This role at NHSCFA must hold security clearance SC level as a minimum. To meet National Security Vetting requirements, you must have resided in the UK for a minimum of 3 out of the past 5 years for SC clearance. Candidates who were posted abroad for service with HM Government, Armed Forces or within a UK government role - will still be considered. More information on SC clearance can be found hereNational security vetting: clearance levels - GOV.UK (www.gov.uk) . Please make sure you meet these requirements before applying for this role. You don't need to have SC already, however, failure to achieve the requirements for SC after offer, will result in the job offer being withdrawn.
About us
We have offices based in Coventry, Newcastle and London and offer flexible, hybrid, office and home-based working. In addition to the advertised salary working in the London area will attract High-Cost Area Supplement where appropriate. The NHSCFA values and respects the diversity of its employees and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability. If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form. When you apply for this role, you will be redirected to our recruitment system TRAC. The NHSCFA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship.
Job description
Job responsibilities
Responsible for developing a portfolio of technical services to enable the most efficient use of time, people, and money for the organisation, including the provision of performant and resilient IT solutions for customers, using own experience and resources, with minimal guidance.
Manage the full lifecycle (procurement, installation, management, decommissioning) of software and hardware used to provide the end user computing service; ensuring appropriate refresh plans are in place and implemented in a timely manner.
Leading in procurement processes for hardware and software by reviewing functional requirements and ensuring the overall needs of the business are met from an IT perspective.
Manage the Service Desk and Technology User Services resolver group functions, to monitor and respond to incidents and requests, ensuring that work is completed within the agreed service levels and that customers are kept informed of progress, and reports are generated to inform performance and escalations.
Please see full Job Description and Person Specification
Job description
Job responsibilities
Responsible for developing a portfolio of technical services to enable the most efficient use of time, people, and money for the organisation, including the provision of performant and resilient IT solutions for customers, using own experience and resources, with minimal guidance.
Manage the full lifecycle (procurement, installation, management, decommissioning) of software and hardware used to provide the end user computing service; ensuring appropriate refresh plans are in place and implemented in a timely manner.
Leading in procurement processes for hardware and software by reviewing functional requirements and ensuring the overall needs of the business are met from an IT perspective.
Manage the Service Desk and Technology User Services resolver group functions, to monitor and respond to incidents and requests, ensuring that work is completed within the agreed service levels and that customers are kept informed of progress, and reports are generated to inform performance and escalations.
Please see full Job Description and Person Specification
Person Specification
Knowledge and Experience
Essential
- Proven track record of successful strategic leadership of an Information Systems team, leading and managing multi-disciplined teams to deliver organisational goals and objectives.
- Thorough understanding of ITIL Service Operations Management (incident, problem, access, event, and request) and of change control.
- A successful background of consistent achievement and a demonstrable record of managing and delivering complex IT projects in a public service environment.
- Significant experience of engaging and building relationships with a range of stakeholders to support delivery of business outcomes.
- Experience of formulating strategies and implementing plans that affect the whole organisation.
- Experience of collating, analysing, and interpreting highly complex information, making judgements on unique, multistranded technology problems.
- Evidence of continual professional development at a strategic level in the technology field.
- Experience of Enterprise scale Laptop / Mobile Phone / device deployments and ongoing management.
Desirable
- ISO20000 Service Management experience
- Demonstrable experience and knowledge of the 4 dimensions and 7 Guiding Principles of ITIL.
Specialist Knowledge
Essential
- A subject matter expert in the technology field, with highly developed specialist knowledge that is continually updated as new trends emerge and best practices are updated.
- Demonstrates extensive knowledge in the following areas: oMicrosoft Azure/AWS Cloud Platforms oServer technology (Microsoft, Linux) oMicrosoft Active Directory oM365/Exchange Systems administration oService Management (ITIL v4) / ISO20000 IT Service Management/ principles oNetworking & Security (LAN & WAN, TCP/IP, Firewalls, Antivirus, Policy)
- A thorough understanding of Data protection and law affecting the use of IT, Government technology standards and guidance. Thorough knowledge and experience of: oProject Management methodologies oSoftware architectures oTechnical infrastructures oDeveloping robust and highly available business services that meet the needs of the customer oSpecialist IT Service Management Tooling, including, use, configuration and application (Service Desk, Configuration Management Database and Software/Application Management Databases)
Desirable
- oProject implementation methodologies (e.g. AGILE, PRINCE2, etc.) oITIL V4 framework in respect of other ITIL Lifecycles and processes oSIAM principles, aims and their application oExperience of ISO20000/ISO27001 procedures and surveillance audits
Qualifications
Essential
- Degree calibre with relevant in-depth knowledge of the subject matter OR Relevant knowledge and experience of the subject matter
- Relevant foundation level qualification in an IT department framework (e.g. ITIL, COBIT, TOGAF)
Desirable
- Masters Level degree or other Post graduate qualification
- Relevant Professional Qualifications (SIAM body, BCS, Microsoft etc.)
- Relevant enhanced level qualification in an IT department framework (e.g. ITIL, COBIT, TOGAF)
Communication Skills
Essential
- Ability to challenge current working practices and activities.
- Motivational skills to encourage collaborative and team working.
- Uses creative methods to involve and generate new thinking from others.
- Engages with a variety of business directorates and stakeholders, listening and responding to their feedback, and encouraging others to do the same.
- Engages colleagues in developing their understanding of the business strategy and the part they play in its delivery.
- Translates business priorities into clear outcome-focused objectives.
- Experience in listening and understanding highly complex technical information and presenting it back to senior managers and other colleagues in non-technical language.
- Responding openly to questions to ensure full understanding and engagement.
- Honest and realistic with people about their potential, whilst challenging them to stretch beyond what they believe they can do.
Analytical and Judgement Skills
Essential
- An analytical thinker who is able to see the links and dependencies between a complex range of systems and users.
- A proactive individual who is able to use their own initiative effectively and demonstrates a positive and logical approach to problem solving.
Person Specification
Knowledge and Experience
Essential
- Proven track record of successful strategic leadership of an Information Systems team, leading and managing multi-disciplined teams to deliver organisational goals and objectives.
- Thorough understanding of ITIL Service Operations Management (incident, problem, access, event, and request) and of change control.
- A successful background of consistent achievement and a demonstrable record of managing and delivering complex IT projects in a public service environment.
- Significant experience of engaging and building relationships with a range of stakeholders to support delivery of business outcomes.
- Experience of formulating strategies and implementing plans that affect the whole organisation.
- Experience of collating, analysing, and interpreting highly complex information, making judgements on unique, multistranded technology problems.
- Evidence of continual professional development at a strategic level in the technology field.
- Experience of Enterprise scale Laptop / Mobile Phone / device deployments and ongoing management.
Desirable
- ISO20000 Service Management experience
- Demonstrable experience and knowledge of the 4 dimensions and 7 Guiding Principles of ITIL.
Specialist Knowledge
Essential
- A subject matter expert in the technology field, with highly developed specialist knowledge that is continually updated as new trends emerge and best practices are updated.
- Demonstrates extensive knowledge in the following areas: oMicrosoft Azure/AWS Cloud Platforms oServer technology (Microsoft, Linux) oMicrosoft Active Directory oM365/Exchange Systems administration oService Management (ITIL v4) / ISO20000 IT Service Management/ principles oNetworking & Security (LAN & WAN, TCP/IP, Firewalls, Antivirus, Policy)
- A thorough understanding of Data protection and law affecting the use of IT, Government technology standards and guidance. Thorough knowledge and experience of: oProject Management methodologies oSoftware architectures oTechnical infrastructures oDeveloping robust and highly available business services that meet the needs of the customer oSpecialist IT Service Management Tooling, including, use, configuration and application (Service Desk, Configuration Management Database and Software/Application Management Databases)
Desirable
- oProject implementation methodologies (e.g. AGILE, PRINCE2, etc.) oITIL V4 framework in respect of other ITIL Lifecycles and processes oSIAM principles, aims and their application oExperience of ISO20000/ISO27001 procedures and surveillance audits
Qualifications
Essential
- Degree calibre with relevant in-depth knowledge of the subject matter OR Relevant knowledge and experience of the subject matter
- Relevant foundation level qualification in an IT department framework (e.g. ITIL, COBIT, TOGAF)
Desirable
- Masters Level degree or other Post graduate qualification
- Relevant Professional Qualifications (SIAM body, BCS, Microsoft etc.)
- Relevant enhanced level qualification in an IT department framework (e.g. ITIL, COBIT, TOGAF)
Communication Skills
Essential
- Ability to challenge current working practices and activities.
- Motivational skills to encourage collaborative and team working.
- Uses creative methods to involve and generate new thinking from others.
- Engages with a variety of business directorates and stakeholders, listening and responding to their feedback, and encouraging others to do the same.
- Engages colleagues in developing their understanding of the business strategy and the part they play in its delivery.
- Translates business priorities into clear outcome-focused objectives.
- Experience in listening and understanding highly complex technical information and presenting it back to senior managers and other colleagues in non-technical language.
- Responding openly to questions to ensure full understanding and engagement.
- Honest and realistic with people about their potential, whilst challenging them to stretch beyond what they believe they can do.
Analytical and Judgement Skills
Essential
- An analytical thinker who is able to see the links and dependencies between a complex range of systems and users.
- A proactive individual who is able to use their own initiative effectively and demonstrates a positive and logical approach to problem solving.
