SCR Service Delivery Manager

Job description

Job responsibilities

Communications

The post involves communication via various mediums at all levels with customers and staff including the following:

* Product Development Staff

* SCR Senior Team

* IT staff at all levels, internal and external

* Customer organisations, including information staff, clinicians and senior managers

* Suppliers

* Senior staff at National Bodies/Cancer Registries/Charitable Organisations and NHS England

Communication will be verbal and written and will include provision of expert advice and support, presenting reports and attending meetings, interpreting some complex technical information into examples and a language that is easily understood by customers

Communicate at an advanced level when providing highly complex sensitive information to Trust colleagues by using appropriate supportive and empathic approach

Apply human factors and how this can support the development of safe systems

Liaison with customers and SCR teams in matters relating to

* customer support

* software upgrade releases and fixes

* new SCR customer implementations

* existing customer additional product implementations

* Clinical Safety

* ad-hoc projects

For new SCR implementations and additional product implementations the post holder will frequently chair customer project meetings as SCR senior supplier to present SCR pre-requisites, to discuss and agree scope, plans and processes, and to resolve implementation issues

The post holder will be required to attend conferences, assist with the promotion of the product and on occasions required to present to large groups

The post holder will be exposed to handling sensitive information with respect to staff and service issues. Resolving problems / issues raised by customers and / or managing expectations will be a common occurrence

On occasion the post holder will have to deal with formal customer complaints

Managing as far as possible that the that SCR software products are clinically safe by leading on the following activities in accord with NHS Clinical Safety requirements (DCB0129) and the SCR Clinical Safety plan:

* Arranging Clinical Safety workshops for each SCR release

* Chairing Clinical Safety workshops

* Ensuring other SCR teams implement clinical risk mitigation actions

* Preparation and publication of the Clinical Safety Report

* Maintaining the SCR Clinical Safety file

* Reviewing / maintaining the SCR Clinical Safety process / plan

* Taking appropriate and timely action in response to customer clinical safety incidents

Analytics

Analysis and interpretation of complex requirements, interdependencies, solution options in relation to customer product implementations, SCR product releases, and projects

Collaborate with colleagues and make judgements and decisions in relation to fixes / resolutions to customer incidents / problems where there may be multiple solution options

Analyse proposed changes to scope or requirements and their impact on project / release delivery and stakeholders. Make decisions on inclusion or exclusion

Analysis and interpretation of customer support reports (e.g. call volumes and types) with a view to implementing service improvements

Responsibility for Patient Care

Indirectly by leading the clinical safety process ensuring that SCR products are clinically safe to use

The postholder is required to lead monthly clinical safety meetings and contribute to raising issues or proposing solutions to product design, as required

Policy and Service Development

Review, research, develop and implement service improvements in the following areas:

* Customer support

* New customer procurements

* Implementation of additional products for existing customers

* Release management and deployment

* Clinical Safety

* Testing methodologies

Provide input into policies and processes which may impact on services beyond own area of expertise

Ensure lessons learned after each release or project are undertaken, improvements in processes agreed and implemented and shared with appropriate staff

To encourage changes in working practices arising from new developments or system changes through demonstrations and support on projects

The postholder will lead and manage the implementation of policies and procedures within their own department and in some cases SCR business wide. This will include processes to ensure consistency in assurances of quality of products, documentation, clinical safety processes and best practice guidance on managing a customer service function eg ITIL processes, CMDB

The postholder will be required to maintain a reasonable understanding of cancer related NHS data requirements

Responsibility for Finance, Equipment and Resources

Responsible for the safety and security of any device allocated by IT Services. The use of all IT systems including any storage and movement of data should be done in accordance with all Trust IT Security Policies and procedures

Ensuring assigned staff are provided with requisite IT equipment, software licences, other office equipment / resources

The postholder will treat every pound as his own and be resourceful when making decisions about IT expenditure based on business critical requirements

Verify annual renewal costs and monitor funding for new funding for each project.

Responsibility for Supervision and Leadership

Overall management of the Customer Support, and Testing teams, and Project managers. This includes recruitment, managing performance, dealing with sickness, work planning and staff appraisals

Manage, motivate and direct staff in completion of assigned tasks

Hold regular project team meetings to ensure staff are clear about work objectives and update on any new developments, issues or change in policy

Information Resources

Updates and optimises on SCR internal systems e.g. Sharepoint for project documents, Efecte for service management

Requirement to:

* monitor release progress

* ensure service meets SLA requirements

* report testing progress

* customise project plans

* produce bug fix reports

* create documentation to support a variety of internal and external processes

Evaluates the quality of own and others' work and raises quality issues and related risks with the relevant people / senior management team

Collates, interprets and presents data and information requirements ensuring this is tailored for particular target audience and uses own knowledge, skills and experience to influence others' information collection and management

Other Tasks

Personally, or via delegated project manager attend bug, defect, change request and triage meetings

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent gained through specific relevant experience
• PRINCE 2 Practitioner
• Programme Management

Experience

Essential

• Significant experience of hands-on delivery and management of complex full lifecycle projects
• Significant experience of managing software development lifecycle
• Experience of working in an IT organisation or department
• Significant experience of managing software product releases and fixes for on premise and cloud environments
• Experience in working with and presenting to senior customers / decision makers
• Experience in a customer facing product and service delivery role
• Experience of managing partners / suppliers in delivering solutions
• Experience in leading a team
• Experience of managing a programme of work or portfolio of projects through other project managers

Desirable

• Clinical Risk Management in the manufacture and use of IT Health systems
• Working with cloud environments

Additional Criteria

Essential

• Excellent customer facing skills in a Customer Service / Service Management role
• Excellent analytical and problem-solving skills with ability to analyse, interpret and resolve issues related to process bottlenecks, new legal guidance requiring translation into operational requirements
• Logical and analytical approach required when designing a new solution
• Ability to negotiate with staff and motivate stakeholders to deliver service improvement
• Excellent communication skills -- both verbal and written
• Able to work in a team with good interpersonal skills including tact and discretion
• Ability to communicate clearly with colleagues, senior managers and customers
• Ability to write reports & business cases
• Ability to convey new requirements, which may contain some complex information to both technical and non-technical staff including presentations to large groups
• Excellent communication skills -- both verbal and written
• Able to work in a team with good interpersonal skills including tact and discretion
• Ability to communicate clearly with colleagues, senior managers and customers
• Ability to write reports & business cases
• Ability to convey new requirements, which may contain some complex information to both technical and non-technical staff including presentations to large groups
• Evidence of a good standard of literacy, English language skills
• Good listening skills
• Ability to plan a range of on-going service activities some with interdependencies to ensure service delivery changes are met with effective service delivery
• Ability to prioritise where there are conflicting demands and time pressures and often within tight timescales

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.

Employer details

Employer name

Somerset NHS Foundation Trust

Address

Priorswood Medical Records/Information Governance

Unit J, Crown Close

Taunton

Somerset

TA2 8RX

Employer's website

https://www.somersetft.nhs.uk/ (Opens in a new tab)