Job summary
An exciting opportunity has arisen within the Digital Senior Leadership team at South Central Ambulance Service for a Head of Service Delivery. We are looking for an enthusiastic, highly motivated, and flexible individual with excellent leadership, technical, interpersonal, communication and organisational skills to lead the Service Delivery Team.
Successful applicants will need to understand business, operational and development needs and have the ability to ensure that the delivery of our service and technologies align with the Trust's requirements. Main duties include leading service delivery teams, developing processes, taking a key role in projects , improving services and managing budgets. Strong stakeholder relationships are vital to this role, both within the trust and with external partners. With a proven track record in management and leadership, you will provide guidance, direction and mentorship to the team and help to develop junior members of staff in their careers. Alongside these responsibilities, it will be important to have a focus on continuous service improvement.
If you have previous experience in service delivery and enjoy working in a busy, challenging, interesting environment this may be the ideal role for you.
Main duties of the job
As an expert in service delivery, you will be able to analyse and interpret highly complex information, undertake options appraisals and provide direction to colleagues and the wider Trust.
Create and implement complex processes and procedures to help ensure the effective delivery of digital service.
Develop and maintain positive relationships with customers including identifying customer needs and overseeing service delivery within the business context.
Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
Assessing customer feedback and using your creativity to establish, improve, and refine services.
Building partnerships and liaising with the others across the organisation to determine the services, delivery criteria, and solutions for issues that may arise.
Ensure that documentation is created and maintained for all aspects of the team's work.
Ensure the team's work is communicated effectively including the development of the Digital SharePoint sites, FAQs etc.
Represent the Digital service at high level meetings including project boards and external meetings
Responsible for the implementation of relevant national policies and practices across the trust
For full description see attached the Job Description
About us
Benefits we offer:
- Expert training and support from our dedicated in-house education team.
- A nationally recognized qualification in NHS Pathways.
- Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
- Enrolment into the NHS Pension Scheme.
- Access to continual professional development and opportunities within SCAS and the NHS.
- Occupational Health support along with an Employee Assistance Programme.
- NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
About Us
South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.
The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.
We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.
Job description
Job responsibilities
Development of policies applicable to the Digital Directorate.
Line management of a number of key teams within Digital, including the Service Desk, Service delivery team and Change\Problem Management Team.
Responsible for staff appraisals, performance, and disciplinary issues.
Communication of complex information conveying concepts clearly to a wide range of stakeholders, including presentations to large groups.
Develop and manage the budgets for resources and services within the areas of responsibility.
Take a lead role in planning Digital service provision, advising on the long-term strategic plans for the future in conjunction with other members of the Senior Digital Team.
Focus on continuous service improvement, ensuring that new technologies are embraced and support new ways of working.
Play a fundamental role in the activity of the Technical Design Authority Group, with specific focus on how technical developments will meet customer requirements and create an exemplary customer experience.
Undertake surveys or audits which may be of a complex nature in relation to customer requirements. Provide significant contribution to research and development activities with the assistance of technical colleagues and suppliers. Working with the Service Desk to monitor customer satisfaction in Digital services.
For full details see attached the Job Description
Job description
Job responsibilities
Development of policies applicable to the Digital Directorate.
Line management of a number of key teams within Digital, including the Service Desk, Service delivery team and Change\Problem Management Team.
Responsible for staff appraisals, performance, and disciplinary issues.
Communication of complex information conveying concepts clearly to a wide range of stakeholders, including presentations to large groups.
Develop and manage the budgets for resources and services within the areas of responsibility.
Take a lead role in planning Digital service provision, advising on the long-term strategic plans for the future in conjunction with other members of the Senior Digital Team.
Focus on continuous service improvement, ensuring that new technologies are embraced and support new ways of working.
Play a fundamental role in the activity of the Technical Design Authority Group, with specific focus on how technical developments will meet customer requirements and create an exemplary customer experience.
Undertake surveys or audits which may be of a complex nature in relation to customer requirements. Provide significant contribution to research and development activities with the assistance of technical colleagues and suppliers. Working with the Service Desk to monitor customer satisfaction in Digital services.
For full details see attached the Job Description
Person Specification
Qualifications
Essential
- Degree level or equivalent
Desirable
- Highly developed and in-depth specialist knowledge of ITIL methodology
- Prince 2 Practitioner
Knowledge
Essential
- Previous experience of managing staff, including: o Creating job descriptions, recruitment of staff and carrying out disciplinary proceedings as required in accordance with Trust policy. o Prioritising and allocating workloads. o Supporting staff to deal with 'challenging' customers o Structured appraisal and PDP development / implementation
- Previous experience of managing a complex digital service in a complex organisation/multiple organisations
- Demonstrable experience of using diagnostic and analytical tools
- In-depth specialist knowledge / experience of developing a digital service in a highly regulated sector/service critical environment
Skills
Essential
- Ability to handle highly complex facts or situations requiring analysis, interpretation or a comparison of a range of multifaceted options. Required to resolve extremely complex IM&T problems where there is no precedent and where other leading options may conflict
- Ability to lead, manage, motivate and develop staff
- Ability to impart information effectively in 1:1 and group environments
- Excellent documentation skills with attention to detail
- Ability to negotiate priorities with other managers in the trust
Person Specification
Qualifications
Essential
- Degree level or equivalent
Desirable
- Highly developed and in-depth specialist knowledge of ITIL methodology
- Prince 2 Practitioner
Knowledge
Essential
- Previous experience of managing staff, including: o Creating job descriptions, recruitment of staff and carrying out disciplinary proceedings as required in accordance with Trust policy. o Prioritising and allocating workloads. o Supporting staff to deal with 'challenging' customers o Structured appraisal and PDP development / implementation
- Previous experience of managing a complex digital service in a complex organisation/multiple organisations
- Demonstrable experience of using diagnostic and analytical tools
- In-depth specialist knowledge / experience of developing a digital service in a highly regulated sector/service critical environment
Skills
Essential
- Ability to handle highly complex facts or situations requiring analysis, interpretation or a comparison of a range of multifaceted options. Required to resolve extremely complex IM&T problems where there is no precedent and where other leading options may conflict
- Ability to lead, manage, motivate and develop staff
- Ability to impart information effectively in 1:1 and group environments
- Excellent documentation skills with attention to detail
- Ability to negotiate priorities with other managers in the trust
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).
Employer details
Employer name
South Central Ambulance Service NHS Foundation Trust
Address
Bicester or Otterbourne
Unit 7 & 8 Talisman Business Centre
Talisman Road, Bicester, Oxfordshire
OX26 6HR
Employer's website
https://scasjobs.co.uk/ (Opens in a new tab)
