Job summary
Responsible for the service management of IDT Applications through the process from requesting to completion. The Oracle/Cerner Electronic Patient Record System is a key application; however, the Applications team also supports and advises on many other applications in the Trust and the Group.
The post holder will be responsible for:
-
- To be responsible for the provision of an efficient service for the IDT Applications Team, ensuring that processes are effective, integrated and in line with Trust standards.
- Continually review the service provided and monitor demand-capacity and throughput. Develop and provide reports to various management groups as needed.
- Work closely with all managers within the Team to deliver the Applications and Clinical Systems service. Ensure that there is a structured process for throughput of work requests for both projects and BAU, and that these are allocated and assigned appropriately with consideration of all priorities
- Work with the all the mangers within the team regarding any issues of quality of service within the Applications Teams or with suppliers, liaising with other IDT teams and stakeholders as needed. Support the HoA&CS and the ADM in managing suppliers and their contracts.
- TDA and CAB: Representing the Applications and Clinical Teams at the Technical Design Authority and Change Advisory Board meetings to ensure that appropriate processes are followed
Main duties of the job
Service Management through the Applications Lifecycle for Applications projects and BAU:
Lead the service management of all requests through the lifecycle for the Applications and Clinical Systems Department and the teams.Ensuring the smooth running of the service with oversight of queues, managing throughput of tickets through all teams, liaising with stakeholders and other IDT teams and colleagues as needed for resolution of tickets.Ensuring that the Service Desk system meets the needs of the Applications teams, liaising with the Service Desk team where needed.Own the Business Continuity Planning (BCP) for the Applications teams, contributing to the development of business continuity plans for clinical services and the rest of IDT.Own and manage the disaster recovery plan for the Applications Team, linking in with suppliers, other IDT teams, Trust Emergency Planning teams and clinical and operational services as needed. Provide support for the management of Applications procurement and contract management: developing specifications; managing supplier responses; supplier SLA management.
Risk and Issue management: monitoring the Trust Risk Register for Applications-related risks, liaising with Clinical Services to understand risks raised, and with internal Applications.
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Job description
Job responsibilities
***The above Main duties is not an exhaustive list for the role,please refer to attached Job description for full details for the role ***
Job description
Job responsibilities
***The above Main duties is not an exhaustive list for the role,please refer to attached Job description for full details for the role ***
Person Specification
Qualifications and Training
Essential
- oMaster's Degree level education or equivalent experience in a numerate subject
- oITIL Service Management Foundation Level
- oAwareness of healthcare IT systems or equivalent experience
- o At least five years post degree experience in IT Service Management, ideally for Applications
Desirable
- oProject management
- oRelevant professional registration (Prince2)
- oManagement Training
Experience
Essential
- oNHS Acute experience of applications
- oExperience in communicating complex issues to a wide audience
- oExperience in building and maintaining working relationships to a senior level.
- oExperience of Incident, & Problem Management, Service planning, & change management processes, especially in an ITIL-based environment
- oExperience with SLAs and KPIs for application performance
- oExperience of managing third-party suppliers and service contracts
Desirable
- oExperience of working with Electronic Patient Records such as Cerner or equivalent, other applications and clinical systems, and suppliers for the same.
Skills
Essential
- oExcellent verbal and written communication skills
- oEvidence of influencing skills through matrix management
- oHighly efficient in prioritising workloads
- oHighly effective problem-solving skills, creative thinker, seeking solutions
- oMature and confident manner capable of negotiating and influencing clinical and managerial staff
- oExcellent organisational skills with a demonstrable ability to balance competing demands and priorities
- oStrong written and verbal communication skills
- oAbility to diagnose complex problems, situations and or information and make informed judgement to formulate solutions and recommend/decide on best course of action.
- oAbility to think strategically whilst leading a team to deliver results across several complex projects with numerous interdependencies.
- oAbility to manage competing priorities and make effective decisions under pressure
Other
Essential
- oCopes well under pressure
- oService oriented and customer focused
- oConfident & operates effectively even in stressful situations
- oEffective interpersonal skills, coupled with the ability to communicate regarding contentious service level issues and undertake contract negotiations with tact and diplomacy
- oProven ability to work in collaboration with service providers, building and developing relationships.
- oProactive in forging links with stakeholders and partner organisations
- oExcellent communication, problem solving and organisational skills
- oDemonstrate a thorough understanding of business priorities and an understanding of the business criticality of platforms and applications
- oAbility to multi-task and maintain concentration levels whilst doing so.
Desirable
- oSelf-motivated and able to act on own initiative.
Knowledge
Essential
- oExpert Knowledge of IT including:
- oMicrosoft applications such as MS Project, MS Visio, MS Excel and the like.
- oData protection and security
- oExcellent working knowledge of NHS processes, politics and structure
Person Specification
Qualifications and Training
Essential
- oMaster's Degree level education or equivalent experience in a numerate subject
- oITIL Service Management Foundation Level
- oAwareness of healthcare IT systems or equivalent experience
- o At least five years post degree experience in IT Service Management, ideally for Applications
Desirable
- oProject management
- oRelevant professional registration (Prince2)
- oManagement Training
Experience
Essential
- oNHS Acute experience of applications
- oExperience in communicating complex issues to a wide audience
- oExperience in building and maintaining working relationships to a senior level.
- oExperience of Incident, & Problem Management, Service planning, & change management processes, especially in an ITIL-based environment
- oExperience with SLAs and KPIs for application performance
- oExperience of managing third-party suppliers and service contracts
Desirable
- oExperience of working with Electronic Patient Records such as Cerner or equivalent, other applications and clinical systems, and suppliers for the same.
Skills
Essential
- oExcellent verbal and written communication skills
- oEvidence of influencing skills through matrix management
- oHighly efficient in prioritising workloads
- oHighly effective problem-solving skills, creative thinker, seeking solutions
- oMature and confident manner capable of negotiating and influencing clinical and managerial staff
- oExcellent organisational skills with a demonstrable ability to balance competing demands and priorities
- oStrong written and verbal communication skills
- oAbility to diagnose complex problems, situations and or information and make informed judgement to formulate solutions and recommend/decide on best course of action.
- oAbility to think strategically whilst leading a team to deliver results across several complex projects with numerous interdependencies.
- oAbility to manage competing priorities and make effective decisions under pressure
Other
Essential
- oCopes well under pressure
- oService oriented and customer focused
- oConfident & operates effectively even in stressful situations
- oEffective interpersonal skills, coupled with the ability to communicate regarding contentious service level issues and undertake contract negotiations with tact and diplomacy
- oProven ability to work in collaboration with service providers, building and developing relationships.
- oProactive in forging links with stakeholders and partner organisations
- oExcellent communication, problem solving and organisational skills
- oDemonstrate a thorough understanding of business priorities and an understanding of the business criticality of platforms and applications
- oAbility to multi-task and maintain concentration levels whilst doing so.
Desirable
- oSelf-motivated and able to act on own initiative.
Knowledge
Essential
- oExpert Knowledge of IT including:
- oMicrosoft applications such as MS Project, MS Visio, MS Excel and the like.
- oData protection and security
- oExcellent working knowledge of NHS processes, politics and structure
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.
