Job summary
At UHB we aim to continuously improve IT services ensuring that our people are allowed to thrive within their roles by providing better and productive ways of working.
You will have responsibility for Problem Management, Service Transition, and Continuous Service Improvement (CSI) on behalf of IT Services.
We are looking for an experienced Service Transition & Improvement Manager. If this is you, please see the Skills for the Information Age (SFIA) aligned Job Description with emphasis on Service acceptance, Problem management, and Business process improvement.
We are looking for someone to help us improve our digital maturity, reduce demand, and decrease incidents giving our colleagues a better digital employee experience (DEX).
You will be responsible for analysing data, identifying repeat problems, and facilitating solutions. You will be accountable for ensuring formal service acceptance criteria whilst providing leadership to colleagues who you will advise and support as they prioritise organisational capabilities and apply service improvements.
You're invited to apply with details of your Service Acceptance and Problem Management experience ideally within a large complex IT environment. You will be able to demonstrate business improvement, stakeholder development, and the ability to deliver tangible enhancements to users.
You will help deliver the best DEX through transformation and solutions whilst supporting IT Services to deliver a service that leads to better patient care.
Main duties of the job
The Service Transition & Improvement Manager has senior management responsibility for the management and performance of the Service Transition, Continuous Service Improvement (CSI) and Problem Management functions on behalf of IT Services and the Head of Service Delivery.
Primary responsibilities include:
* Creating, reviewing, and managing deliverables to achieve operational acceptance and readiness.
* Managing the process to obtain formal confirmation that service acceptance criteria have been met.
* Providing leadership, advice, and implementation support to assess organisational capabilities and to identify, prioritise and implement service improvements.
* Managing the life cycle of all problems that have occurred or could occur in delivering Trust IT Services.
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
Essential
- *Educated to Degree standard or equivalent in an IT related subject or equivalent senior level experience in the field of IT Service Delivery, Service Operations Management.
- *In depth specialist knowledge in an IT related subject acquired through a Masters level degree or equivalent level of theory/ knowledge, experience and expertise.
- *Demonstrable Continuing relevant training and professional development.
- *ITIL Foundation.
- *ITIL Practitioner: Problem Management.
- *ITIL Lifecycle Certificate in Service Transition.
Desirable
- *ITIL Manager in Service Management or ITIL Expert in Service Management.
- *Prince2, MSP, Agile, Business Analysis qualifications
Experience
Essential
- *Experience of implementing IT change into a live IT environment.
- *Have a strong background in Service Transition, Improvement and Problem Management within a complex business environment.
- *Have strong experience enforcing the Service Transition process and ideally a strong understanding of project methodologies such as Prince 2/Agile.
- *Significant experience working within a complex ICT Service environment with proven staff management.
- *ITIL Service Level Management experience.
- *Experience of ITIL Service Operations Management processes including Service Desk, Incident, Request Fulfilment, Application, Problem and Change Management.
- *Experience in managing staff.
- *Process improvement methods.
- *Capturing user insights and turning them into requirements.
- *Working in an agile, fast-paced environment.
- *Experience developing strategies, policies, standards, and guidelines.
- *Experience with working across a complex multi supplier environment.
- *Strong capabilities in ITSM tooling.
- *ITIL Service Management & Service Operation Methodology.
- *IT Service Strategy and Design.
- *Understanding of ICT issues and its application within the NHS and / or similar user base environment.
- *Service Culture and its application within high performance customer centric service environments.
Desirable
- *Project management.
- *Systems and network technical infrastructure.
- *System development life cycle.
- *Cloud technologies.
Additional Criteria
Essential
- *Excellent written, verbal communication and presentation skills to all levels of staff.
- *Ability to lead on contract negotiations.
- *Strong analytical and problem- solving skills.
- *Process improvement methods.
- *Have the ability to clearly articulate your design decisions.
- *Critical thinking.
- *Task planning.
- *Report writing.
- *Ability to use initiative and contribute as part of a team.
- *Customer focussed with excellent interpersonal skills.
- *Ability to remain calm under pressure (
- *Flexibility with ability to respond positively to changing circumstances and conditions.
- *Self-motivation with commitment and drive.
- *Ability to share knowledge.
- *Is precise & demonstrates a high attention to detail.
- *Can demonstrate innovation.
- *Can work well as part of a team and independently.
- *Occasional out of hours working, due to the nature of the role.
- *Take part in the Senior Management Team Operational out of hours On- call rota.
- *Ability to travel and work across all UHB sites to meet the service needs.
Person Specification
Qualifications
Essential
- *Educated to Degree standard or equivalent in an IT related subject or equivalent senior level experience in the field of IT Service Delivery, Service Operations Management.
- *In depth specialist knowledge in an IT related subject acquired through a Masters level degree or equivalent level of theory/ knowledge, experience and expertise.
- *Demonstrable Continuing relevant training and professional development.
- *ITIL Foundation.
- *ITIL Practitioner: Problem Management.
- *ITIL Lifecycle Certificate in Service Transition.
Desirable
- *ITIL Manager in Service Management or ITIL Expert in Service Management.
- *Prince2, MSP, Agile, Business Analysis qualifications
Experience
Essential
- *Experience of implementing IT change into a live IT environment.
- *Have a strong background in Service Transition, Improvement and Problem Management within a complex business environment.
- *Have strong experience enforcing the Service Transition process and ideally a strong understanding of project methodologies such as Prince 2/Agile.
- *Significant experience working within a complex ICT Service environment with proven staff management.
- *ITIL Service Level Management experience.
- *Experience of ITIL Service Operations Management processes including Service Desk, Incident, Request Fulfilment, Application, Problem and Change Management.
- *Experience in managing staff.
- *Process improvement methods.
- *Capturing user insights and turning them into requirements.
- *Working in an agile, fast-paced environment.
- *Experience developing strategies, policies, standards, and guidelines.
- *Experience with working across a complex multi supplier environment.
- *Strong capabilities in ITSM tooling.
- *ITIL Service Management & Service Operation Methodology.
- *IT Service Strategy and Design.
- *Understanding of ICT issues and its application within the NHS and / or similar user base environment.
- *Service Culture and its application within high performance customer centric service environments.
Desirable
- *Project management.
- *Systems and network technical infrastructure.
- *System development life cycle.
- *Cloud technologies.
Additional Criteria
Essential
- *Excellent written, verbal communication and presentation skills to all levels of staff.
- *Ability to lead on contract negotiations.
- *Strong analytical and problem- solving skills.
- *Process improvement methods.
- *Have the ability to clearly articulate your design decisions.
- *Critical thinking.
- *Task planning.
- *Report writing.
- *Ability to use initiative and contribute as part of a team.
- *Customer focussed with excellent interpersonal skills.
- *Ability to remain calm under pressure (
- *Flexibility with ability to respond positively to changing circumstances and conditions.
- *Self-motivation with commitment and drive.
- *Ability to share knowledge.
- *Is precise & demonstrates a high attention to detail.
- *Can demonstrate innovation.
- *Can work well as part of a team and independently.
- *Occasional out of hours working, due to the nature of the role.
- *Take part in the Senior Management Team Operational out of hours On- call rota.
- *Ability to travel and work across all UHB sites to meet the service needs.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
