Applications Relationship Manager

Job responsibilities

Leadership

• You will apply your customer-focussed experience and applications knowledge and experience to proactively manage and support customers requirements. Including, but not limited to, requests for support, change and project work, information and advice on the application, design, support, national and local standards and training.
• You will develop and maintain your own analytical skills employing these to aid Trust decision making processes.
• You will use your management skills to ensure your team works efficiently and cooperatively to meet customers information needs through the provision of regular reports, updates on the department incident and change management system, advice and ad hoc analyses.
• You will act as an application ambassador for the department in Trust meetings and discussions, including with external bodies (e.g. partnering organisations, central NHS bodies, auditors, suppliers).
• You will manage your teams to develop a close understanding of the requirements for stakeholders and adopt a pro-active approach to problem solving and anticipating and evaluating needs. You will build strong working relations with stakeholders, other teams and suppliers.

Analytical & Judgement Skills

You will manage Champion Users, Change Managers and analysts and trainers for the at-the-elbow support of the (Cerner & other) modules/system/s, change management and training.

• You will manage your team to ensure key performance indicators are achieved.
• You will manage your team to ensure users of applications we manage are supported and trained, and that the changes requested by them are worked through by understanding the application functionality and clinical and operational requirements.
• You will manage the allocation of queries for expert advice and requests for change and support appropriately within your team.
• You will ensure a customer-focussed and resilient service.

Policy & Service Development Implementation

• You will manage the provision a structured change management approach and methodology for the impact of any change is applied at all times.
• You will be responsible for developing policies and procedures related to applications which will impact across the whole organisation.
• You will be responsible for policy implementation for the applications build and team within their remit
• You will be responsible for linking in with the Applications Build & Support and Technical Team for the Applications service
• You will ensure that national policies and changes are implemented in the application in line with Trust objectives for example ISN Notices
• You will manage the Champion User, Change and Training Teams in delivering their objectives.
• You will manage the link in with the patient journey for workflows. You will have a thorough understanding of the applications within your remit, how they relate to the patient journey and workflows, and to be able to offer support to optimise the applications as well as improve the use of these applications, engaging suppliers as needed
• You will work with suppliers and the other sections in the Clinical Applications and Systems Teams to ensure the Trusts and other stakeholders application build and support needs are met in a timely and accurate manner.
• You will support the Head of Clinical Applications and Systems in managing response times from suppliers to ensure a responsive service for the Trust.
• You will manage the Champion User, Change and Training Teams to develop and refine design principles for applications, complying with national and local data and clinical safety standards. You will manage the provision of specialist expertise for applications within the remit of this post, ensuring that the team understands the model build for the supplier system, customising for local considerations as needed.
• Research & Development: You will regularly research and test IM&T systems, best practice guidance and protocols, for your own and the teams field of expertise with a view to evaluating the suitability for implementation within their section.

Communication / Relationship Skills

• You will work in partnership with other departments to ensure that greatest benefit is gained through joined up approach to a range of initiatives, particularly business planning, and customer relations.
• You will have the ability to communicate complex applications solutions in simple language to others
• Your will ensure effective communication that meets the needs of internal and external stakeholders.
• You will build excellent partnership and working relations through effective communication with system suppliers and key working contacts inside and outside of the organisation.
• You will model Trust values and ensure your team communicates appropriately and in a timely manner to stakeholders for a customer-focussed service
• You will plan and manage your teams workload to achieve agreed department objectives.
• You will manage your team effectively with appraisals, personal development plans, disciplinaries, and leave management for effective performance of the team. You will also set objectives for your staff and review their performance against agreed criteria and standards.
• You will develop staff within your team to meet current and future requirements. You will ensure they receive appropriate training and support.
• You will provide personal mentoring to your staff in relation to work, training and any issues affecting their performance at work.
• You will research innovative analytical methods, tools and approaches which could be used by the Trust (e.g. through liaison with academic institutions or colleagues in other NHS organisations).
• You will develop and maintain internal policies, practices and procedures as appropriate.

Other duties & responsibilities

The following responsibilities are common to all posts in the Trust

• Ensure team leave requests are managed effectively on internal eRoster system (finalising leave, shifts etc)
• To have responsibility for the Health, Safety and Welfare of self and others and to comply at all times with the requirement of the Health and Safety Regulations.
• To ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act and its amendments.
• To promote at all times equal opportunities for staff and patients in accordance with the Trusts policies to ensure that no person receives less favourable treatment than another on the grounds of: age; disability; marriage and civil partnership; pregnancy and maternity; race (ethnicity); religion or belief; sex (gender); gender reassignment or sexual orientation.
• To comply with the Trusts No Smoking Policies.
• To undertake such duties as may be required from time to time as are consistent with the responsibilities of the grade and the needs of the service.
• To participate in the Trust's On-Call Rota if and as needed.
• Please refer to the attached Job Description and Person Specification for full details.

Qualifications

Essential

• Masters in a numerate or management specialism or equivalent experience
• Qualifications and training and/or equivalent experience in managing staff, evidence of senior experience in the NHS

Desirable

• ITIL qualifications to Foundation level

Experience

Essential

• At least 5 years post degree experience in EPRs in either the Applications Change Management, Applications Support or Applications Service Management area with an understanding of Cerner and/or other application systems
• 8 years Acute NHS experience
• Management of supplier relationships
• Staff Management experience
• Experience in communicating complex issues to a wide audience
• Experience in building and maintaining working relationships at a senior level
• Experience in Application Service Management
• Experience in writing clear and understandable documents with analysis and summarisation of complex issues

Desirable

• Experience in Customer Service management
• Experienced in use of Microsoft suite (MS PowerPoint, Visio, MS Teams etc)

Skills

Essential

• Strong stakeholder management experience
• Good understanding of the clinical workflow, systems and information within the system links to the use within clinical care
• Strong Excel and MS word skills
• Strong written and verbal communication skills
• Ability to diagnose complex problems, situations and or information and make informed judgement to formulate solutions and recommend/decide on best course of action
• Ability to think strategically whilst leading a team to deliver results across a number of complex projects with numerous interdependencies.
• Good management skills and evidence of soft skills.
• Conflict management skills

Desirable

• Strong leadership qualities and/or associated leadership qualifications
• Strong digital technical experience and knowledge
• Strong analytical skills

Knowledge

Essential

• The ability to translate patient journey requirements into technical requirements and vice versa
• In depth knowledge of Cerner and other application systems for all Acute workflows

Desirable

• Knowledge of the role of customer engagement in transforming care through correct use of clinical applications

Other

Essential

• Models Trust values
• Customer-focussed, team player, structured approach to working

Desirable

• Keeps sight of the big picture while maintaining attention to detail

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.

Certificate of Sponsorship

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).