Job summary
The Digital Health team at the Norfolk & Norwich University Hospital need an ambitious and driven Service Management Specialist to work within the Service Management team to deliver the best possible Digital Health services to the Trust with a continual service improvement drive. The Digital Health department is a very busy and dynamic service which is central to the successful running of the Trust in providing the best possible patient care. This is very exciting time to join the Trust as we embark on a 3-Acute EPR journey.
Through personal example, open commitment and clear action, to value and celebrate the diversity of the Trust's communities, ensuring equality of access and treatment in employment and service delivery. To demonstrate a positive can-do attitude at all times and drive the 'can do' attitude across the Digital Health department.
As a member of the Digital Health senior operational management team this role is expected to influence, lead, and drive changes in behaviours and hence the overall culture within the department.
As an integral member of the operational management team, you will play an influential and key role in the delivery of high-quality technical support for the Trust, whilst ensuring the delivery of exceptional customer satisfaction and a personalized service.
Full time - 37.5 hours per week
Advert closing: 29th May 2023
Interview date: 7th June 2023
Main duties of the job
The post-holder is responsible for ensuring:
Digital Health services provided to the Trust are reliable, effective, robust, and meet the needs of our clinical and non-clinical staff, driving for continual service improvements.
- Digital Health policies, processes, procedures, and SOPs are current, reviewed, updated, agreed, and socialized.
- Digital Health operational teams to ensure service incidents, service problems, and service requests are dealt with in a timely manner and in line with the Digital Health SLA.
You will:
- Play a key lead role during invocation of the high priority incident process and will ensure that the required RCA's have been captured in real time, documented, agreed, signed off and that all actions and learning have been followed up.
- Contribute to and deliver a continual service management approach for all Digital Health operational support processes and services.
- Take an active role in all supplier service review meetings.
- Play a key role in analysing supplier service performance management information for the purpose of service improvements, financial and performance management.
You will be expected to mentor and coach junior colleagues within the Digital Health operational team.
About us
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
The following skills and experience will be required and are essential for the successful candidates:
The Service Management Specialist will be a member of the Senior Digital Health Support team initially reporting to the Deputy Associate Director of Digital Health
This position is responsible for undertaking, (this is non-exhaustive) vital tasks to ensure eg: Incident, Major Incident, Problem, Change, Configuration Management, Service Catalogue and IT Service Continuity duties are effective within the Digital Health Department, along with all other appropriate Policies and processes in the ITIL standard delivery stack.
This position will be required to work closely with the Service desk to fully understand the statistical performance of all Digital Health teams to formulate and develop service improvement plans with the Service desk Manager.
This position will be required to work closely with the Service desk to fully understand the Experience Level of service user against the performance of all Digital Health teams to formulate and develop service improvement plans with the Service Desk Manager.
Duties will range from detailed investigation and analysis of incident trends and problems, documenting known errors, assisting in driving change to resolving repeat incidents.
This will require the post holder to carry out investigation of problems and linked incidents reported via the Digital Health Service Desk system to the point of resolution or escalation in accordance with ITIL best practice. The post holder will ensure that all reported issues are investigated fully and that appropriate resolutions or guidance are provided to the End User via agreed processes.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Job description
Job responsibilities
The following skills and experience will be required and are essential for the successful candidates:
The Service Management Specialist will be a member of the Senior Digital Health Support team initially reporting to the Deputy Associate Director of Digital Health
This position is responsible for undertaking, (this is non-exhaustive) vital tasks to ensure eg: Incident, Major Incident, Problem, Change, Configuration Management, Service Catalogue and IT Service Continuity duties are effective within the Digital Health Department, along with all other appropriate Policies and processes in the ITIL standard delivery stack.
This position will be required to work closely with the Service desk to fully understand the statistical performance of all Digital Health teams to formulate and develop service improvement plans with the Service desk Manager.
This position will be required to work closely with the Service desk to fully understand the Experience Level of service user against the performance of all Digital Health teams to formulate and develop service improvement plans with the Service Desk Manager.
Duties will range from detailed investigation and analysis of incident trends and problems, documenting known errors, assisting in driving change to resolving repeat incidents.
This will require the post holder to carry out investigation of problems and linked incidents reported via the Digital Health Service Desk system to the point of resolution or escalation in accordance with ITIL best practice. The post holder will ensure that all reported issues are investigated fully and that appropriate resolutions or guidance are provided to the End User via agreed processes.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person Specification
Qualifications
Essential
- A relevant computing or technology focussed master's degree level/equivalent post graduate qualification; or equivalent experience.
- ITIL V4 Foundation or equivalent experience
Experience
Essential
- Significant experience of working in a large complex health care related environment
- oDetailed knowledge of working across Service Desk, 2nd & 3rd line IT support provision
Skills
Essential
- Strong customer service skills with the credibility and strength of character to Influence, Lead & Motivate
- The ability to work successfully with staff from a wide range of professional backgrounds and medical skills
Attitude & Aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Person Specification
Qualifications
Essential
- A relevant computing or technology focussed master's degree level/equivalent post graduate qualification; or equivalent experience.
- ITIL V4 Foundation or equivalent experience
Experience
Essential
- Significant experience of working in a large complex health care related environment
- oDetailed knowledge of working across Service Desk, 2nd & 3rd line IT support provision
Skills
Essential
- Strong customer service skills with the credibility and strength of character to Influence, Lead & Motivate
- The ability to work successfully with staff from a wide range of professional backgrounds and medical skills
Attitude & Aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
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).
