Job summary
To
deliver a market-leading digital pathology platform and solutions, NPICs
digital pathology service is underpinned by Information Technology and
supported by central funding from NHS England, Innovate UK and the Office for
Life Sciences in-excess. With a number of Trusts currently utilising its
services, NPIC has a pipeline of over 30 NHS Trusts looking to adopt its
digital platform.
You
will play a key role in the delivery of a high-quality digital pathology
programme, platform and associated operations and services. This requires an
individual who is driven, ambitious and passionate about patient care, and
who has a desire to influence at the highest levels working in close
partnership with senior clinical and managerial staff.
The
post holder will be responsible for the successful implementation of I.T.
systems, the on-going day-to-day management and the successful implementation
of key future developments. The post holder will work alongside clinicians
and health professionals to redesign current working practice/process during
system implementations.
Main duties of the job
The
post-holder will be accountable for the management, development, and
maintenance of several IT systems within the NPIC Programme. It will involve
ensuring that IT Service Desk processes and services are coordinated and
delivered effectively to all staff and sites across the Trust, to ensure
delivery of the Service Level Agreements (SLAs). The candidate will manage
and support the System Administrators enabling them to provide the best
service to customers possible.
The
post holder will liaise with senior managers, clinicians and system users
across a national footprint with, directorates and partner organisations. The
post holder will work with partners and the local Informatics Departments to
assist in the development of any necessary interfaces. In addition, the post
holder will be responsible for the provision of an effective, efficient and
robust information capture and analysis service to meet national, regional
and local business requirements and essentially improve recording and
reporting for the patients and services in the Trust.
The
role will align the Service Desk with ITIL4 processes and best practice.
The successful candidate(s) may be required to participate in the out-of-hours on-call service.
About us
The
National Pathology Imaging Co-operative (NPIC) programme, a £100m+ initiative
supported by central funding from NHS England, Innovate UK and the Office for
Life Sciences. NPIC has the ambition to provide a national platform to
support pathology services.
The
ambitions of the programme include:
1)
Driving clinical use of digital pathology nationally and providing a platform
to support this;
2)
Designing, building and maintaining a platform for the development of
artificial intelligence and the evaluation of the AI lifecycle
3)
Providing a platform for further research & innovation and maximising the
platform to facilitate this.
This
programme is underpinned by Information Technology and the delivery of a
range of digital solutions. The Trusts commitment to this programme includes
the implementation of a number of internally developed and externally
procured Digital solutions.
Leeds
Teaching Hospitals is committed to our process of redeploying 'at risk'
members of our existing workforce to new roles. As such, all our job adverts
are subject to this policy and we reserve the right to close, delay or remove
adverts while this process is completed. If you do experience a delay in the
shortlisting stage of the recruitment cycle, please bear with us while this
process is completed, and contact the named contact if you have any
questions.
Job description
Job responsibilities
The
post-holder will be accountable for the management, development, and
maintenance of several IT systems within the NPIC Programme. It will involve
ensuring that IT Service Desk processes and services are coordinated and
delivered effectively to all staff and sites across the Trust, to ensure
delivery of the Service Level Agreements (SLAs). The candidate will manage
and support the System Administrators enabling them to provide the best
service to customers possible.
The
post holder will liaise with senior managers, clinicians and system users
across a national footprint with, directorates and partner organisations. The
post holder will work with partners and the local Informatics Departments to
assist in the development of any necessary interfaces. In addition, the post
holder will be responsible for the provision of an effective, efficient and
robust information capture and analysis service to meet national, regional
and local business requirements and essentially improve recording and
reporting for the patients and services in the Trust.
The
role will align the Service Desk with ITIL4 processes and best practice.
Duties
and responsibilities include:
To investigate and implement resolution to incidents which have breached SLA.
To investigate customer complaints.
To investigate and analyse any re-opened calls.
To role model compassionate and inclusive leadership in order to shape the
creation of a collective leadership culture within Trust.
Uses coaching to promote ownership of learning and quality improvement.
Facilitates team working and collaboration within teams / departments and
across organisational boundaries.
To lead, inspire and motivate others to high performance by agreeing clear
goals and objectives, providing support and guidance and creating
opportunities for development
o
To contribute to the development of a culture of high engagement, where staff
are empowered and entrusted to provide the best services and care for
patients
o
To promote and facilitate innovation and continuous improvement to deliver
better services for service users and patients.
To demonstrate Trust core values and behaviours.
To supervise and support the Service Desk staff, providing effective and
efficient 1st line incident recording and support and 2nd line remote
diagnosis and resolution services for the customer base.
To
monitor and report key performance indicators on the delivery of Service Desk
services against agreed Service Levels.
To plan, and re-organise as necessary, the teams work priorities to meet or
exceed agreed Service Levels.
To participate in IT project delivery, providing advice and support as
required where projects and initiatives include potential changes to the
services provided by the Service Desk, or where such projects and initiatives
could be assisted by the introduction of changes to Service Desk services.
To act as specialist for advice and diagnosis escalation for the Service Desk
team and other colleagues and customers outside the team requiring such
support.
To develop and implement appropriate policies and procedures with the Service
Desk team to ensure service quality and consistency.
To ensure that all incoming requests to the IT Service Desk are recorded, and
that all incidents are processed according to procedure in an accurate and
timely fashion.
To ensure that all incidents are assigned and escalated appropriately to
assist all Digital Services team to meet or exceed agreed Service Levels.
-
Administration of the ITSM tool. To ensure the system is up to date and to
continually review the quality of the system. Engage with ITSM vendor for any
new upgrades, patches and releases.
Job description
Job responsibilities
The
post-holder will be accountable for the management, development, and
maintenance of several IT systems within the NPIC Programme. It will involve
ensuring that IT Service Desk processes and services are coordinated and
delivered effectively to all staff and sites across the Trust, to ensure
delivery of the Service Level Agreements (SLAs). The candidate will manage
and support the System Administrators enabling them to provide the best
service to customers possible.
The
post holder will liaise with senior managers, clinicians and system users
across a national footprint with, directorates and partner organisations. The
post holder will work with partners and the local Informatics Departments to
assist in the development of any necessary interfaces. In addition, the post
holder will be responsible for the provision of an effective, efficient and
robust information capture and analysis service to meet national, regional
and local business requirements and essentially improve recording and
reporting for the patients and services in the Trust.
The
role will align the Service Desk with ITIL4 processes and best practice.
Duties
and responsibilities include:
To investigate and implement resolution to incidents which have breached SLA.
To investigate customer complaints.
To investigate and analyse any re-opened calls.
To role model compassionate and inclusive leadership in order to shape the
creation of a collective leadership culture within Trust.
Uses coaching to promote ownership of learning and quality improvement.
Facilitates team working and collaboration within teams / departments and
across organisational boundaries.
To lead, inspire and motivate others to high performance by agreeing clear
goals and objectives, providing support and guidance and creating
opportunities for development
o
To contribute to the development of a culture of high engagement, where staff
are empowered and entrusted to provide the best services and care for
patients
o
To promote and facilitate innovation and continuous improvement to deliver
better services for service users and patients.
To demonstrate Trust core values and behaviours.
To supervise and support the Service Desk staff, providing effective and
efficient 1st line incident recording and support and 2nd line remote
diagnosis and resolution services for the customer base.
To
monitor and report key performance indicators on the delivery of Service Desk
services against agreed Service Levels.
To plan, and re-organise as necessary, the teams work priorities to meet or
exceed agreed Service Levels.
To participate in IT project delivery, providing advice and support as
required where projects and initiatives include potential changes to the
services provided by the Service Desk, or where such projects and initiatives
could be assisted by the introduction of changes to Service Desk services.
To act as specialist for advice and diagnosis escalation for the Service Desk
team and other colleagues and customers outside the team requiring such
support.
To develop and implement appropriate policies and procedures with the Service
Desk team to ensure service quality and consistency.
To ensure that all incoming requests to the IT Service Desk are recorded, and
that all incidents are processed according to procedure in an accurate and
timely fashion.
To ensure that all incidents are assigned and escalated appropriately to
assist all Digital Services team to meet or exceed agreed Service Levels.
-
Administration of the ITSM tool. To ensure the system is up to date and to
continually review the quality of the system. Engage with ITSM vendor for any
new upgrades, patches and releases.
Person Specification
Qualifications
Essential
- Degree or equivalent experience in an IT-based subject which incorporates elements of practical hardware and software support or service delivery.
- ITIL Service Management certification.
Desirable
- Certification/accreditation in specific IT products or technologies, such as MS Office.
Experience
Essential
- Experience of managing an IT Service Desk.
- Experience in supervising 1st Line IT support staff in a performance-critical environment.
- Experience in the support of corporate IT systems.
- Experience of Automated Call distribution and IT incident management systems.
Desirable
- Experience of IT Service Management (ITSM)
- Experience with endpoint monitoring and management tools, such as Remedy on Demand (RoD), BMC Helix or Service Now (or equivalent
- Experience of leading on, and supporting, complex IT deliveries.
- Previous healthcare experience.
Skills & behaviours
Essential
- Work with minimal supervision, managing daily workloads.
- Demonstrate coaching and mentoring practices and tools.
- Learning agility and commitment to self-development.
- Must be skilled in a variety of PC software packages including Microsoft Office, directory management, remote control, and security remediation tools.
- Good oral and written communication skills.
Person Specification
Qualifications
Essential
- Degree or equivalent experience in an IT-based subject which incorporates elements of practical hardware and software support or service delivery.
- ITIL Service Management certification.
Desirable
- Certification/accreditation in specific IT products or technologies, such as MS Office.
Experience
Essential
- Experience of managing an IT Service Desk.
- Experience in supervising 1st Line IT support staff in a performance-critical environment.
- Experience in the support of corporate IT systems.
- Experience of Automated Call distribution and IT incident management systems.
Desirable
- Experience of IT Service Management (ITSM)
- Experience with endpoint monitoring and management tools, such as Remedy on Demand (RoD), BMC Helix or Service Now (or equivalent
- Experience of leading on, and supporting, complex IT deliveries.
- Previous healthcare experience.
Skills & behaviours
Essential
- Work with minimal supervision, managing daily workloads.
- Demonstrate coaching and mentoring practices and tools.
- Learning agility and commitment to self-development.
- Must be skilled in a variety of PC software packages including Microsoft Office, directory management, remote control, and security remediation tools.
- Good oral and written communication skills.
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.
