Job summary
South London and Maudsley NHS Foundation Trust (SLaM) are currently recruiting a Digital Partner to play an active role in the on-going Digital Services department transformation and modernisation of technology across the Trust. The Digital Partner will be critical to the success off the Digital Services department's transformation. The role will be accountable and co-ordinate the Digital Services engagement to the Trust and External Suppliers. The post will apply governance across all areas of the services and for successful engagement and communication for the delivery of Digital Services changes within the Trust.
We are looking for a candidate with proven experience within a fast-paced Digital department delivering exceptional Service Management and partnering arrangements with services.DrivingContinuous service improvement, calling upon a strong understanding of technology portfolios and products is critical. It is important that you have a real passion for your work and set yourself high standards of customer service and a tenacious attitude. An eye for detail is a must. We want someone who will act as an inspiration to the team.There is a real opportunity to develop in a highly dynamic and visible role within a large organisation.
Interviews proposed for 26th and 27th June 2023.
Main duties of the job
Key Responsibilities Include:
The post holder's primary objective is to be accountable and to co-ordinate the Digital Services engagement to the Trust and External suppliers. The post applies governance across all areas of the services. The post is accountable for the successful engagement and communication for the delivery of Digital Services changes within the Trust.
The Digital Partner will need to be able to work with the business to recognise areas for improvement where Digital Services are able to assist, and report back to the business on how Digital Services are performing as a service to the Trust.
Flexible working:
As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to workMonday to Fridayin the time frames from 8amto 6pm,giving you the very best of good work life balance.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. For this role, we offer career pathways to senior management roles within the wider Digital Services team. In addition, we offer ongoing training and development in conjunction with the BCS membership.
About us
This role sits within the Service Management team of Digital Services and consists of the Head and Deputy Head of Service, Digital Partners, Administration, Asset & Software Services, and Switchboard Teams. The team has a high focus on customer service excellence and works closely with the trust to maximise the business offering from Digital Services and improve the day-to-day working lives of our staff.
The role will be based in Denmark Hill and will be required to support teams across several sites in South London. The role will work closely with the rest of the Digital Services department to ensure that best practices and technology adoptions are being utilised fully to enhance products and customer experience. Driving efficiency, good practice and a passion for every customer getting an excellent service will be core to the role as will developing and mentoring staff within the team.
Job description
Job responsibilities
- Manage the day-to-day relationships with key stakeholders of the Trust
- Advise and assist in the monitoring of KPIs
- Lead on capture and reporting of customer excellence and satisfaction
- Assist when required with any programme initiatives that may be taking place within Digital Services in relation to the end users.
- Implement documentation, including procedural process review to improve the service, including assessment of impact across or within services outside of the functions. Ensuring they are available in an accessible central repository
- Promote, champion and drive the use of ITIL good practices across the teams.
- Promote and champion the use of industry good practices in the fields of service support and customer satisfaction
- Be a proactive, supportive and forward-thinking member of the Digital Services Team
- Define and enforce the adherence to team standard, policies and procedures
- Ensure all process and policies are created, maintained and adhered to for the successful delivery of the teams function and in line with Trust Policy
- Display confidence and provide outstanding service, mentoring team staff and providing advanced troubleshooting and consulting services as required
- Ensure governance is applied to the delivery of service in accordance to policies
- To provide leadership, support and development for the team, ensuring targets and expectations, both internal and external are met, including maintenance and development of appropriate technical, professional and quality standards
- To ensure that Service Level Agreements are established and developed between internal senior trust management, external NHS & Non-NHS organisations, as well as 3rd party suppliers
- To establish service performance KPIs to monitor the service availability and capacity of systems and external suppliers and regularly report on performance levels to the senior management with Digital Services
- To build, develop and manage 3rd party relationships with external suppliers and key internal stakeholders to ensure a high level of customer satisfaction
- To ensure business engagement processes are in place and adopted for incident and problem management and to act as a focal point-of-contact for end users service and business aspirations, ensuring senior Digital Services management are kept informed.
- Advise & assist in maintaining service excellence whilst continuously highlighting improvement opportunities in operational service quality
- To assist the Digital Services team as needed in an efficient and effective manner for Digital Services Projects that have client facing aspects.
- To investigate new ways of engaging and communicating systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation
- Communicate all aspects of Digital (Incidents / Outages / Communications / Good news)
The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.
Job description
Job responsibilities
- Manage the day-to-day relationships with key stakeholders of the Trust
- Advise and assist in the monitoring of KPIs
- Lead on capture and reporting of customer excellence and satisfaction
- Assist when required with any programme initiatives that may be taking place within Digital Services in relation to the end users.
- Implement documentation, including procedural process review to improve the service, including assessment of impact across or within services outside of the functions. Ensuring they are available in an accessible central repository
- Promote, champion and drive the use of ITIL good practices across the teams.
- Promote and champion the use of industry good practices in the fields of service support and customer satisfaction
- Be a proactive, supportive and forward-thinking member of the Digital Services Team
- Define and enforce the adherence to team standard, policies and procedures
- Ensure all process and policies are created, maintained and adhered to for the successful delivery of the teams function and in line with Trust Policy
- Display confidence and provide outstanding service, mentoring team staff and providing advanced troubleshooting and consulting services as required
- Ensure governance is applied to the delivery of service in accordance to policies
- To provide leadership, support and development for the team, ensuring targets and expectations, both internal and external are met, including maintenance and development of appropriate technical, professional and quality standards
- To ensure that Service Level Agreements are established and developed between internal senior trust management, external NHS & Non-NHS organisations, as well as 3rd party suppliers
- To establish service performance KPIs to monitor the service availability and capacity of systems and external suppliers and regularly report on performance levels to the senior management with Digital Services
- To build, develop and manage 3rd party relationships with external suppliers and key internal stakeholders to ensure a high level of customer satisfaction
- To ensure business engagement processes are in place and adopted for incident and problem management and to act as a focal point-of-contact for end users service and business aspirations, ensuring senior Digital Services management are kept informed.
- Advise & assist in maintaining service excellence whilst continuously highlighting improvement opportunities in operational service quality
- To assist the Digital Services team as needed in an efficient and effective manner for Digital Services Projects that have client facing aspects.
- To investigate new ways of engaging and communicating systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation
- Communicate all aspects of Digital (Incidents / Outages / Communications / Good news)
The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.
Person Specification
Qualifications
Essential
- Educated to degree standard or equivalent plus knowledge, skills and experience of business relationships and process mapping to master's level or equivalent
Desirable
- ITIL v4 Foundation in Service Management
- Prince 2 Foundation
Experience
Essential
- Significant experience Digital Services Service Delivery
- Managing in a customer focused environment
- Risk Problem Management within a Digital environment
- Providing support in Service Support and Service Delivery key principals
- Management / Supervisory Position
Desirable
- Project Management Experience
- Working knowledge of Digital Services in a healthcare environment
- Experience of developing operational policies and procedures
Skills and knowledge
Essential
- Strong communication skills, verbally and written
- Good negotiation skills
- Organisational skills
- Good time management
- Report writing
- Must be able to liaise between all levels of staff, and able to motivate staff who do not directly report to the post holder
- Able to manage own workload and to work to deadlines
- Demonstrate initiative an ability to take responsibility
- Ability to manage and resolve customer complaints
- Strong knowledge of Digital Services and management procedures
- Strong people management skills
- Digital Knowledge across many areas: oDesktop Applications oOffice 365 oSecurity oReporting oService Delivery
- Protection and safeguarding information
- Governance and confidentiality within the NHS
Other
Essential
- Contract Management
- Able to travel between sites
- Flexibility in working hours
- Work Health Assessment if required
- Attendance in line with Trust Sickness and Absence Policy
Person Specification
Qualifications
Essential
- Educated to degree standard or equivalent plus knowledge, skills and experience of business relationships and process mapping to master's level or equivalent
Desirable
- ITIL v4 Foundation in Service Management
- Prince 2 Foundation
Experience
Essential
- Significant experience Digital Services Service Delivery
- Managing in a customer focused environment
- Risk Problem Management within a Digital environment
- Providing support in Service Support and Service Delivery key principals
- Management / Supervisory Position
Desirable
- Project Management Experience
- Working knowledge of Digital Services in a healthcare environment
- Experience of developing operational policies and procedures
Skills and knowledge
Essential
- Strong communication skills, verbally and written
- Good negotiation skills
- Organisational skills
- Good time management
- Report writing
- Must be able to liaise between all levels of staff, and able to motivate staff who do not directly report to the post holder
- Able to manage own workload and to work to deadlines
- Demonstrate initiative an ability to take responsibility
- Ability to manage and resolve customer complaints
- Strong knowledge of Digital Services and management procedures
- Strong people management skills
- Digital Knowledge across many areas: oDesktop Applications oOffice 365 oSecurity oReporting oService Delivery
- Protection and safeguarding information
- Governance and confidentiality within the NHS
Other
Essential
- Contract Management
- Able to travel between sites
- Flexibility in working hours
- Work Health Assessment if required
- Attendance in line with Trust Sickness and Absence Policy
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).
