Podiatrist - WF / RB Community

Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

The Deputy Service Delivery Manager will manage all the Service Desks' BAU activities, whilst developing the Service Desk Operations. They will be service-oriented striving in delivering exceptional customer service and having an impact on creating positive teams. They will be responsible for both efficient day-to-day operations and thought leadership on strategy that optimise the Service Desk model. They will be required to provide customers and staff with technical support and be responsible for managing daily technical operations while ensuring overall efficiency. The ICT Service Desk Manager will oversee the work of the Service Desk staff, providing guidance, supervision, and discipline as needed whilst developing Service Desk.

Collect and analyse metrics, provide reports regularly, and routinely assess the efficiency, effectiveness, and technical proficiency of the Service desks. This will ensure Informatics performance and quality targets are met across all corporate services.

Problem-solving as appropriate and developing and implementing lasting solutions in conjunction with clinical and managerial colleagues.

Continuously strive to improve the Service desks and promote the role of NELFT Informatics in enhancing patient experience by ensuring clinicians have appropriate tools to support patient care.

Main duties of the job

• Ensure that the Service Desk management team provides enough presence during core operating hours and work on site a minimum of 3 days a week.
• Ensure all incidents and service requests are managed in accordance with NELFT service level agreements.
• Deliver the highest standards of customer service to internal and external customer, striving to continually exceed customers' expectations for Service Delivery.
• Be responsible for the management of Service Desk services within NELFT Informatics Service Delivery.
• Ensure that critical information is provided to the acting Incident Manager to communicate to service users during outages.
• Ensure the Service desks consistently meets service delivery targets through established capacity and business continuity plans.
• Monitor and evaluate staff and department performance against objectives. Maintain a Service Desk staff Skills\Training Matrix for staff development.
• Coach and develop the Service Desk teams.
• A thorough understanding of the strategic vision for the Service desk and the ability to set the long-term direction of the Service Desk teams.
• An ability to market and promote the Service Desks and to advocate for necessary resources, support, and appreciation for the Service desks.
• An ability to balance and plan the short-term actions of the team.
• Mapping the customer journey and creating a knowledge management strategy. Automating knowledge sharing and workflows. Implementing AI technology and virtual agents.

Working for our organisation

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

High Cost Area Supplement - Outer London

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436 pro rata for part time).

Detailed job description and main responsibilities

• Provide overall operational management of Service Desk functions, covering 1st, 2nd and 3rd Line Teams (The 3rd Line Team would include Telecoms, Server and Network Engineers) including the performance and quality of service.
• Ensure that SLA’s are achieved, and client expectations are met (or exceeded). Monitor and track issues and ensure proactive resolution and escalation processes.
• Be accountable for the appropriate management and the tracking of issues logged internally with suppliers.
• Ensure Key Performance Indicators (KPIs) are met while monitoring and evaluating performance against objectives.
• Develop Service Desk operational reports and lead on reporting to the ICT Service Delivery Manager.
• Regularly attend Service Delivery Management meetings, reporting on performance, quality and processes pertaining to the Service Delivery Service Desks.
• Lead, monitor, coach and support Service Desk Team Managers/Technical Leads/All support staff through appraisal, regular supervision, identifying training needs and sharing knowledge and experience to help develop the competency of others and encouraging and developing teamwork.
• Monitor data/information processing, ensuring data is collected, analysed and reported by the Service Desks Leads as appropriate.
• Undertake any internal or external training courses required by the role, as well as mandatory training in line with NELFT policy.
• Deputise for the ICT Change and Problem Manager and Service Delivery Manager, as and when required.
• Ensure that the team’s working environment is safe, kept clean, tidy and fit for purpose.
• Be aware of, and abide by, Trust policies across the whole business.
• Effectively managing, developing, and training the Service Desk teams.
• Ensuring that all processes used by the Service Desks are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the Service Desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the Service Desk team, service users, and other teams and entities that are involved in Service Desk operations.
• A gap analysis, which identifies areas where current and future expectations are not being met.
• Regular benchmarking.
• Transform the Service Desks.

Person specification

Qualifications

Essential criteria

Extensive knowledge of specialist project areas acquired through post graduate diploma or equivalent experience or training plus further specialist Project Management knowledge or experience to Master’s degree level equivalent Evidence of post qualifying and continuing professional development.

Desirable criteria

PRINCE II Qualification

Experience

Essential criteria

5 years’ experience of line management including conducting appraisals, inductions and grievances. Advanced knowledge of Microsoft Office Extensive experience of Problem Management process

Desirable criteria

Experience of Project Management within NHS services

Knowledge

Essential criteria

Quality improvement knowledge and experience Good self-administration and sound report writing skills demonstrating a capacity to produce high quality briefing papers and summaries. Competent in using word processing, PowerPoint and Excel spread sheets Strategic thinking – ability to anticipate and resolve problems before they arise

Desirable criteria

Working knowledge of Microsoft Project

Skills

Essential criteria

Problem solving skills and ability to respond to sudden unexpected demands. Must be able to provide and receive highly complex, sensitive or contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups. Developed communication skills for delivering key messages to a range of stakeholders both internal and external (including outside the NHS) to the organisation, some at very senior level. Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly.

Generic

Essential criteria

Negotiate on difficult and controversial issues including performance and change. Be prepared to work outside of normal working hours to ensure testing and implementation can occur in order to minimise disruption to service users. Be prepared to travel within the Trust geographical area as required by the role.

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.

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