Job summary
The UK Health Security Agency (UKHSA) has
been set up to provide health security for the nation by protecting from
infectious disease and external hazards. It will take action like no other
organisation previously in order to mitigate threats to health before they
materialise. UKHSA will be a trusted source of advice to government and to the
public.
A transformation programme has been set up to support the Information
Management, Data Governance and Privacy (IMP) function to provide UKHSA colleagues
with the knowledge, tools, and support to process data and information
lawfully.
This is a remote fixed term role for 8 months with immediate start, with 2 days a month in London Office
Main duties of the job
The Service
Manager / Service Designer is the internal coordinator and champion for the organisations
offering of Information Governance services to the wider UKHSA community and to
external customers.
- This is a critical and challenging position reporting
into the programme and will represent and promote the Service Strategy and
outcomes
- Requires a strategic understanding of
services and a clear understanding how they support the day-to-day running of
UKHSA as an organisation
- Requires the ability to design
efficient and customer friendly services, working closely with Service Owners
and information governance subject matter experts
- Post holder will have the ability to
build strong and effective relationships with Service Owners, customers and
stakeholders throughout the organisation if required
- Requires a broad understanding of
Service Management concepts, Service lifecycle and associated automation and
toolsets
About us
Here at NHS Professionals, we run England's largest NHS staff bank and are experts at putting people in places to care. Every year we help thousands of dedicated and highly skilled NHS workers enjoy better career opportunities, more flexible shifts, and a healthier work-life balance across our partnered Trusts.
Job description
Job responsibilities
- Lead
stakeholder engagements including preparing for and organising workshops /
meetings / interviews with teams / users / stakeholder group
- Support
business users during the UAT process and communicate feedback to the delivery
team
- Capture
high quality detailed requirements and maintain them in a requirements
catalogue
- Analyse
and evaluate As-Is processes and develop To-Be solutions and process flows
preferably using BPMN or other suitable standards
- Working
closely with Service Owners to design services, document and share for feedback
-
Own and
manage end-to-end Service Management and any related
service management documentation (Service Management Plan, Service Catalogue, Service
Portfolio etc).
-
Be the
single point of contact for service escalations, ensuring that all service
issues raised are appropriately managed, tracked and communicated
-
Support
the development, implementation and continual improvement of the Service Strategy
on behalf of Leadership
- Ensure that appropriate relationships are
built and maintained with Key Users and coordinate forums where appropriate
with all resultant actions completed effectively
- Develop, agree and manage action plans in
response to stakeholder feedback to ensure customer satisfaction with the
quality of service provision
- Be the interface with IT with reference to
the Service Management tool (ServiceNow) for any future developments or
improvements to Services
- Ensure the profile and perception as a
service organisation is enhanced with all stakeholders whether internal or
external, by delivering a professional service
- Oversee and ensure business expectations are
appropriately set, and are met, and take responsibility for corrective actions where
non-conformance is identified
- Identify and input to improvements to service
and customer experience as part of Continuous Service Improvement (CSI)
- Identify, and highlight to management, risks
that could seriously affect services
- Work in a complex environment in which
stakeholders views are diverse and challenging; the post holder will need to
engage in negotiation and diplomacy
- Build key relationships with Service Owners
to ensure that effective communication channels exist and there is a common understanding
of priorities and expectations from both within the team and from its customers
- Act as subject matter expert for Service
Management, providing knowledge and expertise to the team where appropriate and
communicating priorities, objectives and key activities effectively
- Participate in the service review processes,
when required by the Service Owners, to articulate specific service feedback,
utilisation, issues and satisfaction
Job description
Job responsibilities
- Lead
stakeholder engagements including preparing for and organising workshops /
meetings / interviews with teams / users / stakeholder group
- Support
business users during the UAT process and communicate feedback to the delivery
team
- Capture
high quality detailed requirements and maintain them in a requirements
catalogue
- Analyse
and evaluate As-Is processes and develop To-Be solutions and process flows
preferably using BPMN or other suitable standards
- Working
closely with Service Owners to design services, document and share for feedback
-
Own and
manage end-to-end Service Management and any related
service management documentation (Service Management Plan, Service Catalogue, Service
Portfolio etc).
-
Be the
single point of contact for service escalations, ensuring that all service
issues raised are appropriately managed, tracked and communicated
-
Support
the development, implementation and continual improvement of the Service Strategy
on behalf of Leadership
- Ensure that appropriate relationships are
built and maintained with Key Users and coordinate forums where appropriate
with all resultant actions completed effectively
- Develop, agree and manage action plans in
response to stakeholder feedback to ensure customer satisfaction with the
quality of service provision
- Be the interface with IT with reference to
the Service Management tool (ServiceNow) for any future developments or
improvements to Services
- Ensure the profile and perception as a
service organisation is enhanced with all stakeholders whether internal or
external, by delivering a professional service
- Oversee and ensure business expectations are
appropriately set, and are met, and take responsibility for corrective actions where
non-conformance is identified
- Identify and input to improvements to service
and customer experience as part of Continuous Service Improvement (CSI)
- Identify, and highlight to management, risks
that could seriously affect services
- Work in a complex environment in which
stakeholders views are diverse and challenging; the post holder will need to
engage in negotiation and diplomacy
- Build key relationships with Service Owners
to ensure that effective communication channels exist and there is a common understanding
of priorities and expectations from both within the team and from its customers
- Act as subject matter expert for Service
Management, providing knowledge and expertise to the team where appropriate and
communicating priorities, objectives and key activities effectively
- Participate in the service review processes,
when required by the Service Owners, to articulate specific service feedback,
utilisation, issues and satisfaction
Person Specification
Experience
Essential
- Lead stakeholder engagements including preparing for and organising workshops / meetings / interviews with teams / users / stakeholder group
- Support business users during the UAT process and communicate feedback to the delivery team
- Capture high quality detailed requirements and maintain them in a requirements catalogue
- Analyse and evaluate As-Is processes and develop To-Be solutions and process flows preferably using BPMN or other suitable standards
- Working closely with Service Owners to design services, document and share for feedback
- Own and manage end-to-end Service Management and any related service management documentation (Service Management Plan, Service Catalogue, Service Portfolio etc).
- Be the single point of contact for service escalations, ensuring that all service issues raised are appropriately managed, tracked and communicated
- Support the development, implementation and continual improvement of the Service Strategy on behalf of Leadership
- Ensure that appropriate relationships are built and maintained with Key Users and coordinate forums where appropriate with all resultant actions completed effectively
- Develop, agree and manage action plans in response to stakeholder feedback to ensure customer satisfaction with the quality of service provision
- Be the interface with IT with reference to the Service Management tool (ServiceNow) for any future developments or improvements to Services
- Ensure the profile and perception as a service organisation is enhanced with all stakeholders whether internal or external, by delivering a professional service
- Oversee and ensure business expectations are appropriately set, and are met, and take responsibility for corrective actions where non-conformance is identified
- Identify and input to improvements to service and customer experience as part of Continuous Service Improvement (CSI)
- Identify, and highlight to management, risks that could seriously affect services
- Work in a complex environment in which stakeholders views are diverse and challenging; the post holder will need to engage in negotiation and diplomacy
- Build key relationships with Service Owners to ensure that effective communication channels exist and there is a common understanding of priorities and expectations from both within the team and from its customers
- Act as subject matter expert for Service Management, providing knowledge and expertise to the team where appropriate and communicating priorities, objectives and key activities effectively
- Participate in the service review processes, when required by the Service Owners, to articulate specific service feedback, utilisation, issues and satisfaction
- Any other project related tasks, delegated by the programme manager
Desirable
- Knowledge of information governance and information management, or willingness to learn
- Experience of working in a government department
- Ability to perform in a dynamic environment and overcome obstacles or resistance
- Experience of working in an agile project delivery environment
Person Specification
Experience
Essential
- Lead stakeholder engagements including preparing for and organising workshops / meetings / interviews with teams / users / stakeholder group
- Support business users during the UAT process and communicate feedback to the delivery team
- Capture high quality detailed requirements and maintain them in a requirements catalogue
- Analyse and evaluate As-Is processes and develop To-Be solutions and process flows preferably using BPMN or other suitable standards
- Working closely with Service Owners to design services, document and share for feedback
- Own and manage end-to-end Service Management and any related service management documentation (Service Management Plan, Service Catalogue, Service Portfolio etc).
- Be the single point of contact for service escalations, ensuring that all service issues raised are appropriately managed, tracked and communicated
- Support the development, implementation and continual improvement of the Service Strategy on behalf of Leadership
- Ensure that appropriate relationships are built and maintained with Key Users and coordinate forums where appropriate with all resultant actions completed effectively
- Develop, agree and manage action plans in response to stakeholder feedback to ensure customer satisfaction with the quality of service provision
- Be the interface with IT with reference to the Service Management tool (ServiceNow) for any future developments or improvements to Services
- Ensure the profile and perception as a service organisation is enhanced with all stakeholders whether internal or external, by delivering a professional service
- Oversee and ensure business expectations are appropriately set, and are met, and take responsibility for corrective actions where non-conformance is identified
- Identify and input to improvements to service and customer experience as part of Continuous Service Improvement (CSI)
- Identify, and highlight to management, risks that could seriously affect services
- Work in a complex environment in which stakeholders views are diverse and challenging; the post holder will need to engage in negotiation and diplomacy
- Build key relationships with Service Owners to ensure that effective communication channels exist and there is a common understanding of priorities and expectations from both within the team and from its customers
- Act as subject matter expert for Service Management, providing knowledge and expertise to the team where appropriate and communicating priorities, objectives and key activities effectively
- Participate in the service review processes, when required by the Service Owners, to articulate specific service feedback, utilisation, issues and satisfaction
- Any other project related tasks, delegated by the programme manager
Desirable
- Knowledge of information governance and information management, or willingness to learn
- Experience of working in a government department
- Ability to perform in a dynamic environment and overcome obstacles or resistance
- Experience of working in an agile project delivery environment
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.
