Senior Service Delivery Operations Manager

7 days ago

Elland, Calderdale, United Kingdom Calderdale and Huddersfield NHS Foundation Trust Full time

We are looking for a strong leader who can drive innovation and is a highly motivated passionate individual who thrives on delivering service excellence.

We are keen to have someone join our team who enjoys the fast pace of the digital world and understands public sector service provisioning.

We are looking for someone who wants to be a part of the NHS digital journey at grass root level.

If you feel you have the right experience in both leadership and Digital technologies and can bring fresh and exciting ideas, together with a can-do attitude and a proven track record of leading Service Delivery Operations within the IT support service we want to hear from you.

The Health Informatics Service is a well-established, innovative, and award-winning digital healthcare and IT specialist.

We work with public, private, and charitable health and care organisations across the UK and are hosted by Calderdale and Huddersfield NHS Foundation Trust.

Our tried and trusted solutions have been developed and refined by our dedicated team of health informatics experts who share the sector's passion and values for providing the best possible care, insight and service for patients and customers.

The post will be responsible for the full management duties and the day-to-day service operations of multiple digital teams including (but not limited to) Cloud, Connectivity, Architecture, O365 and Virtual Desktop Infrastructure (VDI).

Responsible for provisioning and centrally deploying software applications to support major projects and transitioning clinical services.
You will be a key member within the Senior Operational Services Management Team.

The post holder will ensure that IT support and project resource is allocated and managed against THIS and its customers priorities and in line with agreed programmes of work.

The post holder will also be responsible for all aspects of IT Service Management functions in line with the Information Technology Infrastructure Library (ITIL) methodology such as Incident, Change, Problem and Release Management.

There will be a high level of IT customer service experience required for this role together with excellent communication skills.

The ability to communicate sometimes complex messages to less knowledgeable audience on a wide variety of IT subjects throughout the healthcare communities is key to this position.

The post holder will take responsibility for managing the resource within the third line IT support operations and provide direction and scope to the IT engineers in line with the organisations IT strategies.

Come join our team of innovators and help make the difference.

As a Digital Healthcare service Provider, we offer a range of rewarding careers.

At The Health Informatics Service, we combine innovation and customer solutions with a patient centric ethos embedded within the NHS.

We're also brilliant at training and help our teams to reach their full potential with skills and qualifications.

We are a fully supportive, inclusive organisation and endeavour to provide the best development and progression opportunities.

We have an open-door policy and welcome and encourage our staff to get involved and be part of our future journey bringing new ideas and better more effective ways of working .

The post holder will be expected to cover some IT management on-call function and provide support to the Trust in the event of a serious incident that may occur outside of normal working ours.

The role requires a high degree of analytical data reporting and deduction using various industry reporting tools for determining accurate performance information for scrutiny at both executive boards and service review meetings.

The post holder will support the strategic planning of current and future ICT support solutions, researching and reviewing recognised best practices and upcoming changes to technology.

To investigate, plan, develop and implement continuous service improvements for the benefit of CHFT and THIS customers throughout the healthcare community.

Responsible for managing the ITIL disciplines alongside your peers. QUALIFICATIONS / TRAINING
Educated to master's degree or equivalent level of experience within and IM& T Management sector
Foundation Certificate (ITIL)

Service Desk Institute (SDI) certification
Recognised Customer Service qualification or equivalent demonstrable experience

Extensive knowledge of Incident & Service Request Management protocols including Customer Relationship Management (CRM) processes.
Extensive knowledge using industry standard reporting tools advanced reporting including Excel & Microsoft Business Intelligence applications.
Extensive experience of managing multiple IT departments and skilled workforce capacity management.
Extensive knowledge of working within Incident and Problem Management processes, including the development of these services.
Excellent organisational and time management skills.
High level of experience around planning/design and development of new multiservice IM& T services,
High level of knowledge of IT support technologies such as PDQ, SCCM, Active Directory, Virtual environments.

Excellent understanding of the layout and structure of our local healthcare community and the different healthcare settings within it.

Extensive experience working in a customer focused environment at a management level.
Proven track record of producing analytical data with a view to resolving complex issues/problems
Good Level of Project Management experience
High Level of experience of policy development and implementation
Highly competent at resource planning and delivering IT services to tight timescales
Extensive experience of contributing towards organisational change and culture shifts.
PC literate with excellent Microsoft Office and Outlook products
High level of understanding of ISO 20000 IT Management Standards and implementing these within the workplace
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Excellent organisational and time management skills.
Must continually research skills via the internet, publications and industry press
Ability to work with customers particularly those who believe the service is not being delivered.
Calderdale and Huddersfield NHS Foundation Trust
Elland unit 13 Ainley Industrial estate HX5 9JP

Ainley Industrial Estate

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