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Service Management Practitioner
4 months ago
Job summary
We are looking for a talented Service Management Practitioner to join the Systems, Applications and Reporting team within the Business Intelligence function, Data & Systems; someone who has a drive and passion in delivering an exemplar service. We are seeking a dedicated and skilled Service Management Practitioner to join our dynamic team and help us achieve our mission.
Main duties of the job
The Service Management Practitioner is responsible for managing the daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.
The Service Management Practitioner is responsible for overseeing the day-to-day activities of Service Desk operations to ensure users and business teams receive the support they require. The Service Management Practitioner monitors operations to make sure tickets are addressed in a timely manner and serves as the Service Desk liaison to the rest of the business.
About us
Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.
Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
With offices throughout the Midlands, North, West and South East we cover a core geographic patch that extends to Greater Manchester in the north and Essex in the south. Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
We provide real value to our customers by working at scale, creating the synergies and innovation that ultimately drives improved patient outcomes and makes commissioning resources work harder.
Job description
Job responsibilities
To deliver an effective and competent level of Service Management and Service Desk support for multiple systems and applications and consistently deliver a user focused service which promotes excellent customer service and effective working relationships.
The post holder will oversee and provide support to a team consisting of Helpdesk Assistants, a Team Leader and Service Management Analysts. This will include line management, dealing with difficult situations, organising workloads and effectively managing escalations.
They will support the Service Manager and Head of Service in delivering efficient user support, ensuring that the teams workstream is planned and managed effectively, accurately and in a timely manner.
The Service Management Practitioner is responsible for managing the daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. The post holder will monitor operations to ensure KPIs and SLAs are adhered to. This will also include jeopardy management, creating incident reports, liaising with the Service Desk, chairing calls with relevant stakeholders to reach quick resolution, conducting post incident reviews.
Person Specification
Qualifications & Experience
Essential
Degree qualification in a relevant subject area or have equivalent experience ITIL Foundation V3 or V4, or equivalent experience. Demonstrate previous management experience
Desirable
ITIL Practitioner qualification or equivalent experience
Knowledge & Experience
Essential
Knowledge of working in a Service Management environment Knowledge of the ITIL framework and how this is applied Knowledge of using Service Management toolsets to support and enhance processes and procedures
Desirable
Knowledge of how the wider NHS and associated NHS organisations collaborate
Skills
Essential
Problem Management and Major Incident Management skills Excellent customer service, interpersonal, and conflict resolution skills Knowledge of information systems and experience operating one or more information system
Desirable
Agile Foundation qualification or equivalent experience