Service Delivery Manager

Job summary Open only to applicants from Hampshire & Isle of Wight NHS system, which is limited to NHS Hampshire and Isle of Wight, Hampshire and Isle of Wight Healthcare NHS Foundation Trust, Portsmouth Hospitals University NHS Trust, Isle of Wight NHS Trust, University Hospital Southampton Foundation Trust, South Central Ambulance Service or Hampshire Hospitals Foundation Trust.Providing front line clinicians and decision-makers access to high quality and timely data is a priority for Hampshire and Isle of Wight (HIOW) Integrated Care Board (ICB).
To support this priority, we have invested in the shared care record Care and Health Information Exchange (CHIE) to support clinicians working at the front line and the HIOW Population Health Analytics tool called the population health platform (previously called HealtheIntent).
Main duties of the job Manage the service desk and support service for the population health platform and CHIE services on behalf of the Hampshire and Isle of Wight system.Deal with queries and issues in a timely and professional manner, working with stakeholders across our partners, suppliers and wider stakeholdersProvide detailed reports and summaries of issues, queries and identify development opportunities to both teams.Lead on all operational issues for both environments by working closely with users and promote best practice by sustaining regular communication with service users.Where capacity allows, work closely with CHIE and population health analytics teams to support development of new content, support testing or other technical support areas.
About us We offer excellent employment opportunities to new and existing staff.
We aim to be a model employer by embedding best HR practice and to support new ways of working.
We pride ourselves on offering good working conditions, job security, lifelong learning, fair pay and benefits, staff involvement and a balance between work and personal life.
We enjoy a forward thinking and innovative culture, and our vision is to have healthy people, living healthy lives in healthy communities.
We understand the only way to deliver this is to have the right people with the right skills.
Here is a summary of some of the benefits and services which are on offer to staff: 27 days paid minimum holiday and bank holiday entitlement NHS pension scheme Sick pay policy Occupational health services including staff counselling services Flexible working and family friendly policies Flexible retirement and retirement vouchers Health Service Discounts - offers for stores, travel, equipment etc.
Successful candidates will be subject to a six-month probationary period.
Job description Job responsibilities This is an exciting opportunity to play a key role in the management and development of both secure data environments as the post holder will be responsible for managing the support service for users of both CHIE and the population health platform.
This is a pivotal role integral to both secure data environments ensuring that users benefit from an excellent experience while using the tools, and any issues are resolved quickly and efficiently.
CHIE is a secure system which shares health and social care information from GP surgeries, hospitals, community and mental health, social services and others.
CHIE helps professionals across Hampshire, the Isle of Wight and surrounding areas provide safer and faster treatment to patients and service users.
Population Health Analytics is a key enabler in the development of the place-based population health approach outlined in the NHS Long Term Plan, and there are many opportunities locally to unlock its potential.
The Population Health Analytics Service in Hampshire and Isle of Wight is well established, bringing insight and an increased focus on intelligence and evidence-led health and care for the 2 million people who live in the region built on a foundation of high-quality data from the population health platform.
This is great opportunity to come and work within the friendly population health analytics and CHIE teams, as well as part of the wider partnership between the HIOW population health analytics service, Oracle Health and Optum and between CHIE and Orion Ltd.
The Service Manager will provide feedback and report regularly into the CHIE and population health analytics programmes, identifying development opportunities, reporting common issues and providing insight into user experience.
The ideal candidate will combine experience of working in a service support role, be self-motivated, confident developing plans and reports and experience working to tight and flexible timelines.
You will report to the Technical Lead for the population health analytics team and Care and Health Information Exchange Test & Release Manager.
You may be asked to line manage a small number of service desk team members in the future.
This is a hybrid role.
The population health analytics service and CHIE teams primarily work at home, but you will need to be able to attend face to face meetings within an office on at least a weekly basis.
Please find attached the full job description and person specification.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role.
The job holder will carry out any other duties as may reasonably be required by their line manager.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Directorate and the ICB.
Person Specification Knowledge, Training and Experience Essential Relevant degree/ diploma; or equivalent level of training and experience Evidence of continuing professional development that enhances theoretical and practical knowledge.
Recent previous experience within a comparable role Recent previous experience of working within a customer focused environment Experience of presenting information to small groups Experience of evaluating and measuring performance and data Experience in creating status reports Evidence of technical expertise in software and experience with troubleshooting of issues Communication and Relationship Skills Essential Evidence of good communication skills, both verbal and written.
Demonstrated ability at exercising tact and diplomacy.
Skills for nurturing key relationships.
Ability to relate to and engage with clinicians and operational staff to inform and implement service improvement Ability to engage and relate to key stakeholders Good presentational skills for conveying complex concepts.
Analytical and Judgement Skills Essential Problem solving skills and ability to respond to sudden unexpected demands.
Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales and within financial constraints.
Ability to gather information and use attention to detail to extract key messages from complex data and reports.
Ability to process and provide data reports including for further analysis.
Ability to identify risks, anticipate issues and create solutions and to resolve problems.
Planning and Organisational Skills Essential Must be able to prioritise own work effectively.
Ability to work under pressure with conflicting deadlines alongside ability to maintain prolonged concentration on a frequent basis.
Ability to plan over short and medium-term timeframes and adjust plans and resource requirements accordingly.
Evidence of planning work and on-time delivery.
Abilities for financial and staff management.