Job summary
Job Summary: Applications Build & Support Manager
Background: The Applications and Clinical Systems Team: The key system within the Trust for its electronic patient record is provided by Oracle Cerner, and within the Trust, the Cerner Millenium implementation is called iClip. The department also supports other clinical applications and systems within its remit. The role of the team is to build and support applications and clinical systems for the Trust, through the provision of a customer focussed collaborative, responsive and clinically safe applications.
You will manage the Applications Build and Support Team providing a customer-focussed service of the highest quality and effectiveness which meets the needs of clinical/corporate services and are delivered in accordance with national guidance, trust Strategy, statutory legislation and current best practice.
As a senior member of the Applications & Clinical Systems team, you will be responsible for the build of new functionality and for the 2nd line support of Clinical Applications as defined and agreed within the remit of the post. Working together with Cerner, Cerner AMS and other suppliers, you will ensure a resilient and customer-focussed application service t to ensure day to day delivery of the Trust electronic patient record, iClip.
Main duties of the job
You will lead a team that includes Subject Matter Experts and Support Analysts that include Senior Analysts and Apprentices.
You will support divisional project initiatives with information and advice as required.
You will deputise for the Head of Clinical Applications Systems as needed.
You will recruit and manage staff within the Application Build and Support Team.
You will ensure a timely and customer-focussed Application Build and support service
You will work with the Clinical Applications Technical Manager to monitor system performance of the applications, utilisation and to improve performance of the system and the support service
You will develop and support the development and use of safe processes for the use of applications within clinical services.
Freedom to Act
You will have the required level of experience and knowledge to work independently with high-level direction of manager, but not detailed reference to them, take personal responsibility for your own development, in line with your personal development plan.
You will work to agreed objectives and has freedom to this in own way, working within broad professional policies; you will advise without day-to-day reference to your manager.
You will participate in the On-Call rota as needed and appropriate.
About us
To Deliver Outstanding Care, Every Time
St George's University Hospital NHS Foundation Trust (SGUH) has a vision to be a thriving hospital at the heart of an integrated healthcare system. One that delivers improved patient care at a community, hospital and specialist setting, supported by a unique and nationally recognised programme of research, education and employee engagement.
We expect all our staff to share the values that are important to the Trust and behave in a way that reflects these.
Informatics / Digital / Technology (IDT) - Digital Strategy
The Informatics Digital & Technology (IDT) department manages the Trust's IDT systems, infrastructure and support services enabling the electronic filing, printing and sharing of both clinical and non-clinical information. It also provides support to manage the systems and services which includes: helpdesk; IT training; break-fix; application development, acquisition and support for all the supported Trust IT services. The IDT department is also responsible for Information Governance.
We work to identify opportunities to streamline business processes and to enable data sharing and collaboration (internally and externally) by use, or replacement, of technology. In addition, IDT should provide tools to enable business units to achieve their goals, resulting in improved quality of care to patients.
Job description
Job responsibilities
Leadership
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 Applications ambassador for the department in Trust meetings and discussions, including with external bodies (e.g. partnering organisations, central NHS bodies, auditors, suppliers).
With the support of your team & the other Applications teams, you will develop a close understanding of the clinical requirements for Applications and adopt a pro-active approach to problem solving and anticipating and evaluating needs. Build strong working relations with stakeholders, other teams and suppliers.
Analytical & Judgement Skills
You will apply your Applications knowledge and expertise to proactively manage and support customers requirements. Including, but not limited to, information and advice on changes to the application, design, support, national and local standards, application solutions for clinical workflow and clinical care and testing of applications.
You will develop and maintain your own analytical skills employing these to aid Trust decision making processes.
You will manage experts and analysts for the build and support of the (Cerner & other) modules/system/s in your area of expertise.
You will manage your team to ensure key performance indicators are achieved.
You will manage your team to ensure analysis and interpretation and and resolution of highly complex application-related problems.
You will manage the allocation 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 Relations 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
Management of Application Build and Support for the modules and systems within the remit of this post: You will manage the team effectively to build, maintain, troubleshoot, test and upgrade clinical applications.
You will manage the Application Build and Support Team 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 Applications Build and Support Team 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.
Job description
Job responsibilities
Leadership
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 Applications ambassador for the department in Trust meetings and discussions, including with external bodies (e.g. partnering organisations, central NHS bodies, auditors, suppliers).
With the support of your team & the other Applications teams, you will develop a close understanding of the clinical requirements for Applications and adopt a pro-active approach to problem solving and anticipating and evaluating needs. Build strong working relations with stakeholders, other teams and suppliers.
Analytical & Judgement Skills
You will apply your Applications knowledge and expertise to proactively manage and support customers requirements. Including, but not limited to, information and advice on changes to the application, design, support, national and local standards, application solutions for clinical workflow and clinical care and testing of applications.
You will develop and maintain your own analytical skills employing these to aid Trust decision making processes.
You will manage experts and analysts for the build and support of the (Cerner & other) modules/system/s in your area of expertise.
You will manage your team to ensure key performance indicators are achieved.
You will manage your team to ensure analysis and interpretation and and resolution of highly complex application-related problems.
You will manage the allocation 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 Relations 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
Management of Application Build and Support for the modules and systems within the remit of this post: You will manage the team effectively to build, maintain, troubleshoot, test and upgrade clinical applications.
You will manage the Application Build and Support Team 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 Applications Build and Support Team 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.
Person Specification
Education
Essential
- Masters, MBA 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 or private sector
Desirable
- ITIL qualifications to Foundation level
Experience
Essential
- At least eight years post degree Acute NHS experience in EPRs and clinical applications and systems, application build and support, with an understanding of Cerner and/or other application systems.
- Management of supplier contracts and relationships
- In depth knowledge and experience of the Cerner system for the modules within the remit of this post
- At least 4 years staff management experience, especially of technical experts
- Experience in transforming clinical workflow into functionality within applications within Acute NHS Trusts
- Experience in communicating complex issues to a wide audience
- Experience in building and maintaining working relationships at a senior level
- At least 4 years' experience in Application Service Management with an in-depth understanding of both, Application Build & Support
- Evidence of writing documents and presentation for technical specification, business cases, job descriptions, and to explain complex issues
Desirable
- Experience with NHS Acute sector information systems
- Experienced in use of Microsoft suite (MS PowerPoint, Visio, MS Teams etc)
Skills
Essential
- Quick to learn, especially technical skills and aptitude
- Strong Acute application build and support skills to a high level to be able to build/manage the build and optimize the St. George's systems
- Good understanding of the clinical workflow, systems and information within the system links to the use within clinical care, especially in the NHS Acute sector
- 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
Desirable
- Strong leadership qualities and/or associated leadership qualifications
- Strong analytical skills
- Strong digital technical experience and knowledge
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
Other
Essential
- Copes well under pressure
- Good manager of staff, team player, collaborative style of working, can manage conflicts
- Leadership potential with experience, Excellent communicator
- Models Trust Values
Person Specification
Education
Essential
- Masters, MBA 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 or private sector
Desirable
- ITIL qualifications to Foundation level
Experience
Essential
- At least eight years post degree Acute NHS experience in EPRs and clinical applications and systems, application build and support, with an understanding of Cerner and/or other application systems.
- Management of supplier contracts and relationships
- In depth knowledge and experience of the Cerner system for the modules within the remit of this post
- At least 4 years staff management experience, especially of technical experts
- Experience in transforming clinical workflow into functionality within applications within Acute NHS Trusts
- Experience in communicating complex issues to a wide audience
- Experience in building and maintaining working relationships at a senior level
- At least 4 years' experience in Application Service Management with an in-depth understanding of both, Application Build & Support
- Evidence of writing documents and presentation for technical specification, business cases, job descriptions, and to explain complex issues
Desirable
- Experience with NHS Acute sector information systems
- Experienced in use of Microsoft suite (MS PowerPoint, Visio, MS Teams etc)
Skills
Essential
- Quick to learn, especially technical skills and aptitude
- Strong Acute application build and support skills to a high level to be able to build/manage the build and optimize the St. George's systems
- Good understanding of the clinical workflow, systems and information within the system links to the use within clinical care, especially in the NHS Acute sector
- 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
Desirable
- Strong leadership qualities and/or associated leadership qualifications
- Strong analytical skills
- Strong digital technical experience and knowledge
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
Other
Essential
- Copes well under pressure
- Good manager of staff, team player, collaborative style of working, can manage conflicts
- Leadership potential with experience, Excellent communicator
- Models Trust Values
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).
