Job summary
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.
This role is part of the IT Operations, who are responsible for:
- Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
- As IT subject matter experts, contributing to the design and development of new products and services
- Improving user experience in our systems and processes
- Proactively maintaining our IT service portfolio and reducing technical debt
There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.
Main duties of the job
A senior IT service manager is responsible for service management across multiple platforms, multiple channels and services to ensure service availability, performance and process maturity including complex managed services.
You will ensure that:
- service and support functions remain responsive to customer needs
- the service catalogue and wider IT service operations knowledge library is maintained
- adequate reporting and service standards are met for your specific services
- all technical change is communicated and managed, with appropriate governance
- a programme of continual service improvement is put in place across the wider service operations function
You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
About us
Based in the vibrant and fast developing high tech quarter centred around City Road, Hoxton and Shoreditch, we have:
- A lively working atmosphere
- Easy and quick transport links
- Affordable housing in the coolest new developments right on the doorstep
- Career development opportunities for staff at all levels
- A range of attractive benefits that include eye care, generous holidays, and an excellent pension scheme.
Job description
Job responsibilities
Leadership
- Provide leadership and direct line management for multiple service teams and vendors, and provide subject matter expertise to wider directorate service teams
- Mentor, coach and line manage multiple IT operations teams and services (including managed services) - developing their skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps
Asset and configuration management
- Responsibility for the full IT Asset Management lifecycle and status accounting across multiple service teams including usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of our asset portfolio
- Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying the location and state of assets
- Develop and contribute to taking a data-driven approach to investment decisions
- Manage configuration items, related information, service compliance and risks
Availability and capacity management
- Responsibility for ensuring the implementation standards and procedures are met across multiple service teams and managed service providers, identifying capacity issues, interdependencies, stipulating the required changes and instigating these.
- Develop and lead on remedial action across multiple service teams, and managed service providers
Business analysis (IT operations)
- Lead investigative work into problems and opportunities in existing processes that are highly complex and span multiple service teams
- Lead the collection of information and creation of recommendations for improvements
- Absorb large amounts of conflicting information and use it to produce solutions
Continual service improvement
- Analyse current processes, and identify and implement opportunities to optimise them
- Lead and develop a team of experts to deliver service improvements
- Help to evaluate and establish requirements for the implementation of changes by setting policy and standards
Ownership and initiative
- Take accountability for issues that occur and be proactive in searching for potential problems
- Achieve excellent user outcomes
Incident management
- Act as the escalation point and resolve service-wide incidents, acting as the incident manager for high priority incidents, including the escalation contact for managed service providers in your portfolio
- Prioritise the workload of the IT service teams to allow for effective investigation and manage competing business priorities
- Monitor resolution activity and progress updates to customers
- Lead the Post Incident Review (PIR) for incidents contained to services in your portfolio, and contribute to PIRs that are enterprise-wide (affecting multiple service teams)
- Support the investigation of safety incidents and learning with clinical and operational leadership
- Be the responsible owner for the Incident Management policy and supporting processes
Problem management
- Understand and identify problems across multiple platforms and services
- Analyse (using quantitative and qualitative data) the impact of the problems and help identify the appropriate solution
- Classify and prioritise problems within across multiple service portfolios
- Support the identification of safety risks and hazards with the clinical and operational leadership, including the contribution and ownership of risks owned for your service portfolio
Financial management
- Understand how to balance cost versus value
- Consider the impact of user needs
- Budget authority and report on the financial delivery of your services (pay and non-pay)
- Monitor cost and budget for your services (pay and non-pay) and know how and when to escalate issues
Relationship management
- Influence stakeholders and manage relationships effectively
- Build long-term strategic relationships
- Facilitate and deliver business outcomes.
Service focus
- See the bigger picture and investigate how to get the best out of the underlying services to support the organisations strategic objectives and business priorities
Service Management
- Operate your services within a Service Management Framework (example: ITIL practices covering incident, problem, change, service request management)
- Contribute to the assessment of other service teams against a set of standards/criteria, providing guidance and support to drive successful outcomes
Service reporting
- You can use your data analytics skills to enhance business performance
Strategic thinking
- Define strategies and policies across the directorate teams and provide guidance to others on working in the strategic context
- Evaluate current strategies to ensure business requirements are being met and exceeded where possible
- Create, develop and maintain operating procedures and policies for the IT services you are responsible for, and contribute to the development of enterprise-wide policies and operating procedures (where they span multiple teams)
- Ensure alignment of operating procedures and policies in-line with national, sector (ICS) and industry best practice where it makes sense to do so
Technical understanding
- Understand core technical concepts relating to the services you provide and use the team of IT experts and vendors to get the best out of the underlying services ensuring we are continuously improving our services and maximising the value out of the investment were making
User focus
- Collaborate with user researchers and can represent users internally
- Explain the difference between user needs and the desires of the user
- Champion user research to focus on all users
- Prioritise and define approaches to understand the user story, guiding others in doing so
- Offer recommendations on the best tools and methods to use.
- Use quantitative and qualitative data about users to turn user focus into outcomes
Other Duties:
- Participate in the on-call service
- Deputise for the IT Senior Management Team as required
- Occasional work may be required outside of core business hours to support major projects / programmes
- All other reasonable requests
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape
Job description
Job responsibilities
Leadership
- Provide leadership and direct line management for multiple service teams and vendors, and provide subject matter expertise to wider directorate service teams
- Mentor, coach and line manage multiple IT operations teams and services (including managed services) - developing their skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps
Asset and configuration management
- Responsibility for the full IT Asset Management lifecycle and status accounting across multiple service teams including usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of our asset portfolio
- Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying the location and state of assets
- Develop and contribute to taking a data-driven approach to investment decisions
- Manage configuration items, related information, service compliance and risks
Availability and capacity management
- Responsibility for ensuring the implementation standards and procedures are met across multiple service teams and managed service providers, identifying capacity issues, interdependencies, stipulating the required changes and instigating these.
- Develop and lead on remedial action across multiple service teams, and managed service providers
Business analysis (IT operations)
- Lead investigative work into problems and opportunities in existing processes that are highly complex and span multiple service teams
- Lead the collection of information and creation of recommendations for improvements
- Absorb large amounts of conflicting information and use it to produce solutions
Continual service improvement
- Analyse current processes, and identify and implement opportunities to optimise them
- Lead and develop a team of experts to deliver service improvements
- Help to evaluate and establish requirements for the implementation of changes by setting policy and standards
Ownership and initiative
- Take accountability for issues that occur and be proactive in searching for potential problems
- Achieve excellent user outcomes
Incident management
- Act as the escalation point and resolve service-wide incidents, acting as the incident manager for high priority incidents, including the escalation contact for managed service providers in your portfolio
- Prioritise the workload of the IT service teams to allow for effective investigation and manage competing business priorities
- Monitor resolution activity and progress updates to customers
- Lead the Post Incident Review (PIR) for incidents contained to services in your portfolio, and contribute to PIRs that are enterprise-wide (affecting multiple service teams)
- Support the investigation of safety incidents and learning with clinical and operational leadership
- Be the responsible owner for the Incident Management policy and supporting processes
Problem management
- Understand and identify problems across multiple platforms and services
- Analyse (using quantitative and qualitative data) the impact of the problems and help identify the appropriate solution
- Classify and prioritise problems within across multiple service portfolios
- Support the identification of safety risks and hazards with the clinical and operational leadership, including the contribution and ownership of risks owned for your service portfolio
Financial management
- Understand how to balance cost versus value
- Consider the impact of user needs
- Budget authority and report on the financial delivery of your services (pay and non-pay)
- Monitor cost and budget for your services (pay and non-pay) and know how and when to escalate issues
Relationship management
- Influence stakeholders and manage relationships effectively
- Build long-term strategic relationships
- Facilitate and deliver business outcomes.
Service focus
- See the bigger picture and investigate how to get the best out of the underlying services to support the organisations strategic objectives and business priorities
Service Management
- Operate your services within a Service Management Framework (example: ITIL practices covering incident, problem, change, service request management)
- Contribute to the assessment of other service teams against a set of standards/criteria, providing guidance and support to drive successful outcomes
Service reporting
- You can use your data analytics skills to enhance business performance
Strategic thinking
- Define strategies and policies across the directorate teams and provide guidance to others on working in the strategic context
- Evaluate current strategies to ensure business requirements are being met and exceeded where possible
- Create, develop and maintain operating procedures and policies for the IT services you are responsible for, and contribute to the development of enterprise-wide policies and operating procedures (where they span multiple teams)
- Ensure alignment of operating procedures and policies in-line with national, sector (ICS) and industry best practice where it makes sense to do so
Technical understanding
- Understand core technical concepts relating to the services you provide and use the team of IT experts and vendors to get the best out of the underlying services ensuring we are continuously improving our services and maximising the value out of the investment were making
User focus
- Collaborate with user researchers and can represent users internally
- Explain the difference between user needs and the desires of the user
- Champion user research to focus on all users
- Prioritise and define approaches to understand the user story, guiding others in doing so
- Offer recommendations on the best tools and methods to use.
- Use quantitative and qualitative data about users to turn user focus into outcomes
Other Duties:
- Participate in the on-call service
- Deputise for the IT Senior Management Team as required
- Occasional work may be required outside of core business hours to support major projects / programmes
- All other reasonable requests
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape
Person Specification
Education and Qualifications
Essential
- Masters degree level, or equivalent experience
- Relevant specialist technical, or application management qualifications
- Relevant management / leadership qualification or equivalent experience to masters level
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of leading multiple complex and high-risk user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of running complex IT services in a Service Management environment (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of measuring service performance to agreed SLAs/OLAs and creating reports for stakeholders - with supporting context / narrative
- Experience of solving complex problems for users through the use of technology reviewing highly complex facts or situations requiring analysis, interpretation or comparison of a range of options
- Experience of supporting the transition of products from Delivery into Live Service - including Service Design and Transition activities
- Supervision and direct line management of multiple teams (including managed service providers) - including (but not limited to) - recruitment, capability and performance, training, leadership, motivation, sickness absence
- Management of financial budgets for your portfolio of services (pay, on-call, consumables), including development and monitoring of budgets
Desirable
- Experience of management products / services in healthcare (NHS)
Skills and Knowledge
Essential
- Lead the end-to-end service provision of a portfolio of IT services - covering Service Management practices (incident, problem, change, service request, etc)
- Lead service improvement and re-design initiatives, including policy development and implementation for multiple service areas
- Identify training needs and develop a professional development framework with your service portfolio
- Prioritisation of work - within the team and across the wider directorate
- Meet set targets or metrics for service
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
- Present complex, sensitive and contentious information to large groups
- Strong technical knowledge and ability to keep ahead of digital and technology initiatives
- Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal Qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
Person Specification
Education and Qualifications
Essential
- Masters degree level, or equivalent experience
- Relevant specialist technical, or application management qualifications
- Relevant management / leadership qualification or equivalent experience to masters level
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of leading multiple complex and high-risk user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of running complex IT services in a Service Management environment (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of measuring service performance to agreed SLAs/OLAs and creating reports for stakeholders - with supporting context / narrative
- Experience of solving complex problems for users through the use of technology reviewing highly complex facts or situations requiring analysis, interpretation or comparison of a range of options
- Experience of supporting the transition of products from Delivery into Live Service - including Service Design and Transition activities
- Supervision and direct line management of multiple teams (including managed service providers) - including (but not limited to) - recruitment, capability and performance, training, leadership, motivation, sickness absence
- Management of financial budgets for your portfolio of services (pay, on-call, consumables), including development and monitoring of budgets
Desirable
- Experience of management products / services in healthcare (NHS)
Skills and Knowledge
Essential
- Lead the end-to-end service provision of a portfolio of IT services - covering Service Management practices (incident, problem, change, service request, etc)
- Lead service improvement and re-design initiatives, including policy development and implementation for multiple service areas
- Identify training needs and develop a professional development framework with your service portfolio
- Prioritisation of work - within the team and across the wider directorate
- Meet set targets or metrics for service
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
- Present complex, sensitive and contentious information to large groups
- Strong technical knowledge and ability to keep ahead of digital and technology initiatives
- Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal Qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
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).
