Job summary
The ITSM Manager is responsible for the technical project management of the Digital Department's IT Service Management system implementation and upgrades, from the planning to the delivery phases.
They will partake in regular Service Review Meetings with the supplier, raising issues with the service provided to the appropriate stakeholders, both internal and external to the Organisation.
The ITSM Manager is responsible for determining and implementing future requirements through the analysis and review of systems, processes, and stakeholder engagement sessions, leading detailed design phases for small to medium projects.
The ITSM Manager is responsible for identifying where improvements and efficiencies can be made and driving the requirements through to business case recommendation in line with strategic objectives.
As the ITSM subject matter expert, they will perform changes to the system and provide training and user documentation to technicians and end users, to ensure the delivery of a resilient, reliable, and effective day-to-day technology service to the user population of the East of England Ambulance Service.
The ITSM Manager proactively gathers and analyses data to identify needs and recommend solutions.
They work across Teams and Departments to eliminate redundancies and improve efficiency.
The ITSM Manager is responsible for translating customer requests into technical requirements, ensuring the Department's change management process is adhered to.
Main duties of the job
o To review, evaluate, test and recommend revisions of specific software supported by the role.
o To ensure that the software is operational, and immediately inform appropriate colleagues and/or suppliers if issues are identified.
o To be responsible for ensuring routine systems maintenance and administrative activities are undertaken within the agreed product contracts, to ensure the systems are well maintained and operate at optimum capability.
o To be responsible for ensuring the systems are upgraded to the latest supported version.
o To manage small and medium sized Trust wide projects where onboarding is required for the products the ITSM Manager supports.
o Responsible for translating customer requests into technical requirements, ensuring the Department's Change Management Process is adhered to.
o To report on progress of faults and projects to Senior Management and other affected stakeholders ensuring the Incident Management Process is adhered to, and to identify and escalate issues and risks, as necessary.
o To ensure all major issues and risks are escalated to Senior Management, as appropriate, using the agreed escalation routes and policies.
About us
You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
Job description
Job responsibilities
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
Job description
Job responsibilities
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
Person Specification
Qualifications
Essential
- Educated to Degree Level in Computer Science or equivalent experience.
- Full DVLA Driving Licence, own vehicle with business insurance, with the ability to travel between sites, transporting work equipment as required.
Desirable
- ITIL v4 Foundation.
- Project/Programme Management Certification.
Skills and Knowledge
Essential
- Decision making skills.
- Ability to prioritise and multitask whilst maintaining high levels of attention to detail.
- Good communication skills with the ability to build interpersonal working relationships with staff at all levels of the Organisation, and external organisations.
- Methodical, logical and accurate approach to problem solving.
- People management/leadership skills.
Experience
Essential
- Experience of report writing, synthesising information and data into a manageable format, data comparison, data analysis, and statistical reporting.
- Experience of using advanced features of IT software including Microsoft Office.
- Project Management experience.
- Experience of working in a Service Desk/first line IT support role.
- Experience of working in a Technical Support/second line IT support role.
Desirable
- Software configuration/administration experience.
- Previous experience working in the NHS.
Personal Qualities, Abilities and Attributes
Essential
- Ability to manage complex datasets.
- Able to assess risks, anticipate difficulties and take the appropriate action when necessary.
- Ability to contribute to long-term strategic plans and to make short-term reactive decisions.
- Able to communicate technical information to non-technical staff in a way they can understand it.
- Able to deliver agreed priorities and targets to deadlines.
- Ability to use initiative and work with the minimum of supervision.
- Ability to learn new systems and procedures quickly and effectively.
- Ability to create training packages and associated documentation, and provide training for users
- Ability to think strategically and work methodically towards achieving technical solutions.
- Ability to analyse and investigate complex technical issues.
- Full driving licence with business insurance
- Access to own vehicle with the ability to travel to any of the Trust's 130 sites, transporting work equipment as required
Desirable
- Demonstrates practical ability to produce accurate forecasts, applying statistical methodologies to produce relevant business/operational information.
EEAST Values and Behaviours
Essential
- Care - To value warmth, empathy, and compassion in all our relationships.
- Teamwork - Together as one, work with pride and commitment to achieve our vision.
- Quality - Strive to consistently achieve high standards through continuous improvement.
- Respect - To value individuals, including our patients, our staff, and our partners in every interaction.
- Honesty - To value a culture that has trust, integrity and transparency at the centre of everything we do.
- Evidence that personal behaviour reflects Trust Values.
Person Specification
Qualifications
Essential
- Educated to Degree Level in Computer Science or equivalent experience.
- Full DVLA Driving Licence, own vehicle with business insurance, with the ability to travel between sites, transporting work equipment as required.
Desirable
- ITIL v4 Foundation.
- Project/Programme Management Certification.
Skills and Knowledge
Essential
- Decision making skills.
- Ability to prioritise and multitask whilst maintaining high levels of attention to detail.
- Good communication skills with the ability to build interpersonal working relationships with staff at all levels of the Organisation, and external organisations.
- Methodical, logical and accurate approach to problem solving.
- People management/leadership skills.
Experience
Essential
- Experience of report writing, synthesising information and data into a manageable format, data comparison, data analysis, and statistical reporting.
- Experience of using advanced features of IT software including Microsoft Office.
- Project Management experience.
- Experience of working in a Service Desk/first line IT support role.
- Experience of working in a Technical Support/second line IT support role.
Desirable
- Software configuration/administration experience.
- Previous experience working in the NHS.
Personal Qualities, Abilities and Attributes
Essential
- Ability to manage complex datasets.
- Able to assess risks, anticipate difficulties and take the appropriate action when necessary.
- Ability to contribute to long-term strategic plans and to make short-term reactive decisions.
- Able to communicate technical information to non-technical staff in a way they can understand it.
- Able to deliver agreed priorities and targets to deadlines.
- Ability to use initiative and work with the minimum of supervision.
- Ability to learn new systems and procedures quickly and effectively.
- Ability to create training packages and associated documentation, and provide training for users
- Ability to think strategically and work methodically towards achieving technical solutions.
- Ability to analyse and investigate complex technical issues.
- Full driving licence with business insurance
- Access to own vehicle with the ability to travel to any of the Trust's 130 sites, transporting work equipment as required
Desirable
- Demonstrates practical ability to produce accurate forecasts, applying statistical methodologies to produce relevant business/operational information.
EEAST Values and Behaviours
Essential
- Care - To value warmth, empathy, and compassion in all our relationships.
- Teamwork - Together as one, work with pride and commitment to achieve our vision.
- Quality - Strive to consistently achieve high standards through continuous improvement.
- Respect - To value individuals, including our patients, our staff, and our partners in every interaction.
- Honesty - To value a culture that has trust, integrity and transparency at the centre of everything we do.
- Evidence that personal behaviour reflects 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).
