Job summary
Looking for an opportunity to play an integral role in the support of IT services to the NHSBSA and our customers? We have a 12-month fixed-term opportunity for an experienced IT Service Manager to support the delivery of robust and resilient service management.
If you are an experienced IT Service Manager with a broad range of service management skills and you are interested in enabling a holistic approach to service management delivery in accordance with ITIL V4 practices then this is the role for you!
The Technology SIAM team supports the wider DDaT team, modernising and transforming the NHSBSA business as it delivers business solutions using agile methods, putting the user at the heart of everything we do. As part of this team, you will be involved in setting the policy and ensuring process adherence and governance in relation to the service management practices
You will be based in either Newcastle or Fleetwood, with occasional travel between the two locations.
What do we offer?
. 27 days leave (increasing with length of service) plus 8 bank holidays
. Flexible working (we are happy to discuss options such as compressed hours)
. Flexi time
. Hybrid working model (we are currently working largely remotely)
. Career development
. Active wellbeing and inclusion networks
. Excellent pension
. NHS Car lease scheme
. Access to a wide range of benefits and high street discounts
Main duties of the job
What we want from you:
- Managing the Technology SIAM engagement for one or more of NHSBSA's customer groups / Directorates
- Supporting the Head of Technology SIAM to facilitate a more holistic approach to service management delivery in accordance with ITIL V4 practices, within the service value chain
- Setting the organisation's policy and ensuring process adherence for service management and governance
- Working under direction and within a clear framework of accountability, you will exercise some personal responsibility and autonomy to plan the teams' workloads to meet objectives and delivery timeframes
- Participating in both internal and external activities in line with your specialism to keep your skills up to date.
- With a clear ability to rationalise complex technical information, you will transform this information, making it understandable for others to digest and work with
- Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritise requirements and optimise resource utilisation
- Demonstrating a creative and innovative approach and advising on standards, methods, tools and applications, so that the optimum approaches, standards and solutions are delivered to meet organisational objectives
About us
At the NHS Business Services Authority we deliver a range of essential national services to NHS organisations and contractors, patients and the public.
You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Visit www.nhsbsa.nhs.uk/work-with-us and start your career with us
Job description
Job responsibilities
As an IT Service Manger working in the Technology SIAM Team, you will demonstrate a range of Service Management skills, managingand supporting the Head of Technology SIAM to facilitate a more holistic approach to service management delivery in accordance withITIL V4 practices, within the service value chain; setting the organisation's policy and ensuring process adherence for servicemanagement and governance.Working under direction and within a clear framework of accountability, you will exercise some personal responsibility and autonomy toplan the teams workloads in order to meet objectives and delivery timeframes.Demonstrating excellent communication skills, you will be expected to participate in both internal and external activities in line with yourspecialism to keep your skills up to date. With a clear ability to rationalise complex technical information, you will transform thisinformation, making it understandable for others to digest and work with.Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritise requirements and optimise resourceutilisation, demonstrating a creative and innovative approach and advising on a number of standards, methods, tools and applications,so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.In this role, you are accountable for:Specialist skills1. Oversee the continuous development, transition and day to day operation of associated ITIL service management processes andgovernance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.2. Guide the service desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shapingservice desk practices in the context of customer and user experience, working with internal and external stakeholders to providea strong value focused direction.3. Lead the adherence to Service Management policies, processes and procedures, ensuring they are in place for the service deskfunction and are followed by all Service Providers with non-conformance reported and reviewed;4. Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements tomeet changing needs.5. Ensure that relevant Service Management policies, processes and procedures are in place for each function and are followed byall Service Providers with non-conformance reported and reviewed;6. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge,including attending relevant Communities of Practice.7. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, andescalating as appropriate, any issues or conflicting priorities which may impact deadlines.8. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peerreview, learning logs, and engaging in appropriate communities.9. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of businessobjectives.
Other areas of responsibility are explained in detail in the Job Description and Person Specification attached to this advert
Job description
Job responsibilities
As an IT Service Manger working in the Technology SIAM Team, you will demonstrate a range of Service Management skills, managingand supporting the Head of Technology SIAM to facilitate a more holistic approach to service management delivery in accordance withITIL V4 practices, within the service value chain; setting the organisation's policy and ensuring process adherence for servicemanagement and governance.Working under direction and within a clear framework of accountability, you will exercise some personal responsibility and autonomy toplan the teams workloads in order to meet objectives and delivery timeframes.Demonstrating excellent communication skills, you will be expected to participate in both internal and external activities in line with yourspecialism to keep your skills up to date. With a clear ability to rationalise complex technical information, you will transform thisinformation, making it understandable for others to digest and work with.Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritise requirements and optimise resourceutilisation, demonstrating a creative and innovative approach and advising on a number of standards, methods, tools and applications,so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.In this role, you are accountable for:Specialist skills1. Oversee the continuous development, transition and day to day operation of associated ITIL service management processes andgovernance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.2. Guide the service desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shapingservice desk practices in the context of customer and user experience, working with internal and external stakeholders to providea strong value focused direction.3. Lead the adherence to Service Management policies, processes and procedures, ensuring they are in place for the service deskfunction and are followed by all Service Providers with non-conformance reported and reviewed;4. Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements tomeet changing needs.5. Ensure that relevant Service Management policies, processes and procedures are in place for each function and are followed byall Service Providers with non-conformance reported and reviewed;6. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge,including attending relevant Communities of Practice.7. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, andescalating as appropriate, any issues or conflicting priorities which may impact deadlines.8. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peerreview, learning logs, and engaging in appropriate communities.9. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of businessobjectives.
Other areas of responsibility are explained in detail in the Job Description and Person Specification attached to this advert
Person Specification
Qualifications
Essential
- oDegree calibre with relevant in-depth knowledge of the subject matter oITIL v4 Foundation (or prepared to work towards)
Desirable
- oPost Graduate qualification or equivalent oRelevant Professional Qualifications i.e. BCS
- oCertification in Agile Service Management
Experience
Essential
- Significant knowledge and skills in the following area: oITIL based service management oExperience of working within and across ITiL v3 framework and service value chain, including but not limited to:- oIncident Management (including Major Incident Management) oProblem Management oKnowledge Management oService Request Management oService Level Management oChange Management oData, Asset & Configuration Management oContinual Service Improvement (CSI).
- Significant knowledge and skills in the following area: oLeading and managing staff to deliver organisational goals and objectives. oManaging contracted suppliers against a KPI and service management/improvement framework. Managing Service Reviews and approval of supplier delivered reports.
- Significant knowledge and skills in the following area: oDelivery of internal Service Management Reports. oMulti-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
- Experience of oOn-going Continuous Professional Development. oEngaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.
Desirable
- oExposure to ISO27000 oITIL based service management oExperience of all Technology management disciplines
- oExperience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes oWorking with technology experts to understand technical concepts and apply them to enable value for customers
skills and knowledge
Essential
- oKnowledge of implementing or working under the ITIL V3 framework in particular as part of the Service Operation stage of the lifecycle. oSignificant knowledge gained from working in a similar level role in an NHS or associated public sector environment
- oA general and broad knowledge of current issues and advances across all service management disciplines oExperience with implementing, developing and supporting the improvement of Service Management toolsets. oExperience of service management delivery within a recognised ITSM operating model
Desirable
- oExperience of using project implementation methodologies oKnowledge of the ITIL V4 framework oA detailed knowledge of SIAM principles, aims and their application.
Professional Framework
Essential
- oOperating at SFIA level 5 across Complexity, Autonomy, Influence and Business Skills. oOperating at SFIA level 6 across specialist skill areas: oStrategy and Architecture/Information Management oDelivery and operation/Service Acceptance oDelivery and operation/Change Management oSkills and Quality/ Quality Management
Desirable
- oOperating at SFIA level 6 across Complexity, Autonomy, Influence and Business Skills
Person Specification
Qualifications
Essential
- oDegree calibre with relevant in-depth knowledge of the subject matter oITIL v4 Foundation (or prepared to work towards)
Desirable
- oPost Graduate qualification or equivalent oRelevant Professional Qualifications i.e. BCS
- oCertification in Agile Service Management
Experience
Essential
- Significant knowledge and skills in the following area: oITIL based service management oExperience of working within and across ITiL v3 framework and service value chain, including but not limited to:- oIncident Management (including Major Incident Management) oProblem Management oKnowledge Management oService Request Management oService Level Management oChange Management oData, Asset & Configuration Management oContinual Service Improvement (CSI).
- Significant knowledge and skills in the following area: oLeading and managing staff to deliver organisational goals and objectives. oManaging contracted suppliers against a KPI and service management/improvement framework. Managing Service Reviews and approval of supplier delivered reports.
- Significant knowledge and skills in the following area: oDelivery of internal Service Management Reports. oMulti-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
- Experience of oOn-going Continuous Professional Development. oEngaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.
Desirable
- oExposure to ISO27000 oITIL based service management oExperience of all Technology management disciplines
- oExperience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes oWorking with technology experts to understand technical concepts and apply them to enable value for customers
skills and knowledge
Essential
- oKnowledge of implementing or working under the ITIL V3 framework in particular as part of the Service Operation stage of the lifecycle. oSignificant knowledge gained from working in a similar level role in an NHS or associated public sector environment
- oA general and broad knowledge of current issues and advances across all service management disciplines oExperience with implementing, developing and supporting the improvement of Service Management toolsets. oExperience of service management delivery within a recognised ITSM operating model
Desirable
- oExperience of using project implementation methodologies oKnowledge of the ITIL V4 framework oA detailed knowledge of SIAM principles, aims and their application.
Professional Framework
Essential
- oOperating at SFIA level 5 across Complexity, Autonomy, Influence and Business Skills. oOperating at SFIA level 6 across specialist skill areas: oStrategy and Architecture/Information Management oDelivery and operation/Service Acceptance oDelivery and operation/Change Management oSkills and Quality/ Quality Management
Desirable
- oOperating at SFIA level 6 across Complexity, Autonomy, Influence and Business Skills
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).
