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Job Descrption

We are at a pivotal stage in our digital journey, with an ambitious portfolio of digital technology initiatives ahead of us. These initiatives are centered around empowering patients and service users, enhancing the experience of navigating the healthcare system, and integrating systems and data to better meet the needs of our citizens.

This role will support the formation of our Cloud Operations service, which will be responsible for:
• Ensuring our cloud-based services and infrastructure run smoothly, securely, and are performant for our users
• Building, configuring, and operating cloud-based services and infrastructure
• Maximising business value and optimising our cloud-based services and infrastructure, including preventing unnecessary cloud spending

Main duties of the job

As an IT Service Manager for IT Operations, you will be responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions for your... portfolio of IT services.

At this level, you will manage a fully functioning service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.

You will ensure that:
• service and support functions remain responsive to customer needs
• the service catalogue and wider IT service operations knowledge library is maintained
• adequate reporting and service standards are met for your specific services
• all technical change is communicated and managed, with appropriate governance
• a programme of continual service improvement is put in place across the wider service operations function

You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.

With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.

About us

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Job description

Job responsibilities

Leadership
• Provide leadership and direct line management for multiple service teams and vendors, and provide subject matter expertise to wider directorate service teams
• Mentor, coach and line manage multiple IT operations teams and services covering financial and absence management, including developing the teams skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps

Asset and configuration management
• Responsibility for the full IT Asset Management lifecycle and status accounting across multiple service teams including usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of our asset portfolio
• Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying the location and state of assets
• Develop and contribute to taking a data-driven approach to investment decisions

Availability and capacity management
• Responsibility for ensuring the implementation standards and procedures are met across multiple service teams, identifying capacity issues, interdependencies, stipulating the required changes and instigating these.
• Develop and lead on remedial action across multiple service teams

Business analysis (IT operations)
• Work with stakeholders to identify objectives and potential benefits
• Investigate problems and opportunities in existing processes and, using quantitative and qualitative data - recommend and implement solutions to these across multiple teams

Continual service improvement
• Identify process optimisation opportunities and lead the implementation of proposed solutions across multiple service teams
• Contribute to and support the implementation of complex process optimisation initiatives across multiple service teams

Ownership and initiative
• Own an issue until a new owner has been found or the problem has been mitigated or resolved

Incident management
• Act as the escalation point and resolve service-wide incidents, acting as the incident manager for critical or major incidents
• Prioritise the workload of the IT service teams to allow for effective investigation
• Monitor resolution activity and progress updates to customers
• Lead the Post Incident Review (PIR) for incidents contained to services in your portfolio, and contribute to PIRs that are enterprise-wide (affecting multiple service teams)
• Support the investigation of safety incidents and learning with clinical and operational leadership
• Be the responsible owner for the Incident Management policy and supporting processes

Problem management
• Understand and identify problems
• Analyse (using quantitative and qualitative data) the impact of the complex problems and help identify the appropriate solution
• Classify and prioritise problems within your service portfolio
• Support the identification of safety risks and hazards with the clinical and operational leadership, including the contribution and ownership of risks owned for your service portfolio

Financial management
• Understand how to balance cost versus value
• Consider the impact of user needs
• Budget authority and report on the financial delivery of your services (pay and non-pay)
• Monitor cost and budget for your services (pay and non-pay) and know how and when to escalate issues

Relationship management
• Identify important stakeholders and relationships and work with teams to build these.
• Understand how to work with stakeholders and contribute to improving these relationships to drive better outcomes

Service focus
• See the bigger picture and investigate + implement ways to get the best out of the underlying services to support the organisations strategic objectives and business priorities

Service Management
• Operate your services within a Service Management Framework (example: ITIL practices covering incident, problem, change, service request management)
• Contribute to the assessment of other service teams against a set of standards/criteria, providing guidance and support to drive successful outcomes

Service reporting
• Responsible for ensuring that the service management platform is kept up-to-date with all Customer service activities across multiple service teams
• Produce relevant reports in a standard format in an agreed timeframe (in-line with objectives and key results for individuals and teams)
• Work with stakeholders to discuss any changes in the reporting processes
• Gather and analyse quantitative and qualitative data and provide narrative that provides an interpretation for the dataset

Strategic thinking
• Work within a strategic context and communicate how individual, team and service activities meet strategic goals
• Contribute to the development of strategy and policies with the directorate
• Create, develop and maintain operating procedures and policies for the IT services you are responsible for, and contribute to the development of enterprise-wide policies and operating procedures (where they span multiple teams)
• Ensure alignment of operating procedures and policies in-line with national, sector (ICS) and industry best practice where it makes sense to do so

Technical understanding
• Understand core technical concepts relating to the services you provide and use the team of IT experts and vendors to get the best out of the underlying services ensuring we are continuously improving our services and maximising the value out of the investment were making

User focus
• Identify user needs and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

Other Duties:
• Participate in the on-call service
• Deputise for the IT Senior Management Team as required
• Occasional work may be required outside of core business hours to support major projects / programmes
• All other reasonable requests
• Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape

Person Specification

Education / Qualifications

Essential
• Masters degree level, or equivalent relevant experience
• Relevant specialist technical, or application management qualifications
• Relevant management / leadership qualification or equivalent experience to masters level
• Service management qualification or equivalent experience (example: ITIL)

Desirable
• Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)

Experience

Essential
• Experience of leading user/customer-centric teams and delivering on continuous service improvement initiatives, including 3rd parties
• Experience of running IT services in a Service Management environment (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
• Experience of measuring service performance to agreed SLAs/OLAs and creating reports for stakeholders - with supporting context / narrative
• Experience of solving complex problems for users through the use of technology - reviewing highly complex facts or situations requiring analysis, interpretation or comparison of a range of options
• Experience of supporting the transition of products from Delivery into Live Service - including Service Design and Transition activities
• Supervision and direct line management one, or more teams- including (but not limited to) - recruitment, capability and performance, training, leadership, motivation, sickness absence
• Management of financial budgets for your portfolio of services (pay, on-call, consumables), including development and monitoring of budgets

Desirable
• Experience of management products / services in healthcare (NHS)

Skills and knowledge

Essential
• Lead the end-to-end service provision of a portfolio of IT services - covering Service Management practices (incident, problem, change, service request, etc)
• Lead service improvement and re-design initiatives, including policy development and implementation for multiple service areas
• Identify training needs and develop a professional development framework with your service portfolio
• Prioritisation of work - within the team and across the wider directorate
• Meet set targets or metrics for service
• Autonomous working and can delegate appropriately
• Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
• Present complex information to large groups
• Strong technical knowledge and ability to keep ahead of digital and technology initiatives
• Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
• Systematic and methodical approach to problem solving

Personal qualities

Essential
• Relentless focus on user needs and experience
• Problem-solving mindset - focusing on improving outcomes
• Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
• Able to work well within a busy environment

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

Moorfields Eye Hospital NHS Foundation Trust

162 City Road

London

EC1V 2PD

Any attachments will be accessible after you click to apply.

273-DS-6954-A

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