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Technical Service Delivery Manager
2 months ago
The Tameside and Glossop Integrated Care NHS Foundation Trust is seeking a highly skilled and experienced IT Operations Coordinator to join our team. As a key member of our ICT Services team, you will be responsible for the monitoring, support, implementation, and delivery of our ICT services across the entire Trust during core hours.
Key Responsibilities- Provide guidance and leadership to the Tier 1 and 2 teams, ensuring a high-quality first and second-level technical service desk function is provided to all Trust services.
- Be responsible for the delivery of the Tier 1 and Tier 2 service in line with agreed Service Level Agreements (SLAs).
- Establish Standard Operating Procedures (SOPs) and review existing procedures for all relevant tasks relating to the Tier 1 and 2 functions, including service improvements and associated documents.
- Lead ICT during high-severity incidents, serving as the communications lead for ICT-related incidents for the Trust and local healthcare economy partners.
- Take responsibility for relevant ICT incidents, service requests, and problems, through escalation to resolution in line with best practice guidelines.
- Manage the overall Tier 1 and Tier 2 functions and their associated activities, including the allocation of resources to fulfill service requirements.
- Be responsible for the identification of staffing or actual resources, in conjunction with the ICT Services & Operations Manager, to deliver service needs.
- Ensure that processes are met and followed with regard to any high-risk incidents that occur within the Service function or alerted to ICT Services within the Trust.
- Ensure service continuity within Tier 1 and 2 during periods of planned, unplanned leave, or increased call volumes.
- Identify problem and incident trends to allow for effective implementation of process and technical change.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.