Duty Operations Manger

The Duty Operations Manager is a pivotal role within the Service Management Team, working across the IT disciplines, and interacting with 3rd parties and clinical teams on a daily basis.

The role encompasses a wide range of activities, playing an active role in incident management, stakeholder management, policy and process creation, and facilitating colleagues across the hospital with IT activities.

The role of Duty Operations Manager will involve working closely with the Head of Service Management, and senior staff in the hospital, to ensure the smooth running of systems and services.

The Data, Technology and Information Department at Guy's and St Thomas' Trust (DT&i) is a dynamic team of people delivering significant programmes and projects, and supporting business as usual activities in order to ensure first class patient care.

The Service Management Team works within the ITIL framework, and comprises of Service Desks located on site at the Guy's and St Thomas' and Royal Brompton and Harefield sites, Problem Management, Incident and Escalation Management, Transition Management, Test Management, Change and Release Management, and Asset Management. These teams work closely with the Technical Operations Teams, and the Programmes and Projects Teams that form the larger IT ecosystem.

This role has a requirement for on site working, as many of the key contacts are in the clinical teams, and will primarily be based in the Waterloo area of London.

Job Summary

Duty Operations Managers (DOM) will be the 24x7 IT management presence which provides a point of contact for Trust wide senior management, Site Nurse Practitioners and operational/support staff in the event of an IT Serious Incident and Trust wide Major Incident. The DOM role will lead, operationally manage and coordinate the response to an incident and feed into the wider GSTT business continuity, disaster recovery and risk structures. They will be the owner and manager of the IT Serious Incident process and procedures and be the focal point of contact for an IT response in a Trust wide Major Incident.

They will provide leadership and management of technical and operational incidents or issues impacting, or with the potential to impact on the clinical running of the hospital sites. In the event of an IT serious incident, the DOM will implement recovery plans in conjunction with the SI manager.

The DOM team will own and manage the business continuity plans for IT and provide input and expertise into the wider GSTT business continuity planning and plans.

The DOM will be the key interface between clinical and technical staff when responding to an IT incident, and will align closely to the role of the Senior SNP (Site Nurse Practitioner). They will provide a managerial point of contact across IT out of hours for internal staff and external service providers and will lead and coordinate technical resources to respond to a serious incident as necessary. A key part of this would be ensuring clear, accurate and timely communication; leading, monitoring and managing every step of a serious/major incident and seeing it through to resolution and beyond to root cause analysis and further reporting and remediation actions.

The DOM will be accountable for monitoring all of the core IT systems and services across the GSTT estate. They’ll be expected to implement workarounds and instigate business continuity plans whilst a permanent fix it being sought by the resolver groups. GSTT IT needs to be more proactive than reactive therefore this role plays a vital part of that.

They will need to be closely aligned to the SNPs and therefore located onsite in the hospital with the right level of technical access to systems to resolve the majority of issues at first point of contact. The role holder will need to be flexible and maybe required to work cross sites.

Overnight the DOM will be accountable for ensuring health and guidelines are being adhered to and provide onsite staff Management for any of the IT teams.

Key Relationships
- Data, Technology & Information (DT&i)Directorate
- Trust Senior Management (Clinical and Non-clinical)
- Site Nurse Practitioners
- Communications Department
- Finance
- External suppliers and 3rd party companies
- Training providers, internal and external
- Heads of, and Directors across GSTT
- Technology Manager
- CDIO
- IT Application Support Team
- IT Technology Team
- Infrastructure Team
- Trust IT Users
- Technical Design Team
- Service Design and Transition team

**Responsibilities**:

- 24 x 7 system and service monitoring
- Ownership and accountability of IT business continuity
- Health and safety accountability for the IT department during unsociable hours
- Point of escalation for all serious and major incidents across GSTT
- Ensure risks to Tech Ops services are identified and mitigated
- Defining and managing the IT Business continuity plan
- Communication to all levels from board level to all directorates, working closel