Deputy Head of Service Management

Job description

Job responsibilities

• Be accountable for the leadership and direction of the trusts Digital Services Administration Team, Digital Partners, Asset, Quality and Contracts Manager and underlying teams and Public Contact Centre, achieve the Service levels in place delivered through Service Management.
• 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 within the Digital Services Department.
• Maintain and document services in accordance with Trust systems writing policies and procedures for staff and services
• To investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation.
• To advise the Digital Services team as needed in an efficient and effective manner for Digital Services Projects that have client administration and request fulfilment.
• To maintain continuity of service on a 24 hour, seven day week, 365 days a year basis, ensuring communications operate within specified tolerance levels and that in the event of a disaster all services can be re-established quickly.
• Be a proactive supportive and forward-thinking member of the Service Management Team.
• To provide managerial leadership, support and development for the Team, ensuring that targets and expectations, both internal and external are met, including maintenance and development of appropriate technical, professional and quality standards.
• To ensure strong business support processes are in place and fully adopted for incident and problem management and to act as the central point-of-contact for service escalation, ensuring senior Digital Services management are kept fully informed.
• Manage the staff and sections that come under your line management responsibility in line with trust policies and procedures.
• Be a proactive challenger and continually improve your services and the delivery to customers aligning to Customer Excellence
• Implement documentation, including procedural process review to improve the service desk, administration and switchboard functions, including assessment of impact across or within services outside of the functions. Ensuring they are available in an accessible central repository.
• Manage the day-to-day relationship and request fulfilment with the users of the Trust
• Responsible for empowering, coaching and motivating the teams to deliver service.
• Promote and champion the use of industry good practices in the fields of service support and customer satisfaction.
• Support and integrate Service Management initiatives into Digital Services and across the Trust
• Other activity from time to time as required to support the operation of the Service Management function
• Define and enforce the adherence to team and trust standards, policies and procedures.
• Maintain service excellence whilst continuously driving improvements in Digital Services service quality.
• To investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation

Person Specification

Qualifications

Essential

• Educated to Masters level or equivalent experience
• ITIL Foundation Version 4 or equivalent

Desirable

• Customer Service Qualification

Experience, Knowledge and Skills

Essential

• Experience of providing leadership to staff individually and to teams
• Experience of managing a Desktop services function
• Experience of Managing a Digital Services Service Desk function
• Experience of working as a Support Service, delivering and handle negotiations with customer, suppliers and stakeholders.
• Proven experience of Managing and coaching staff
• Good working knowledge of Microsoft Office applications and productivity suites
• Excellent Customer Service Skill
• Ensuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier.
• Ability to create networks with peers and mangers across the trust.
• Negotiate with customer, including clinicians and managers.
• Handle complex and multi-stranded communications
• Extensive highly developed specialist knowledge, skills, experience & expertise in Digital Services Operations management including that of staff
• Experience of Project management and leading projects to successful completion
• Understand the importance of Digital Services good practices around service delivery and security
• Customer focused with good verbal communication skills
• Good time management
• Ability to work on own initiative and as part of a team to deadlines
• Ability to plan, agree, schedule, document and implement changes using a structured change control process
• Ability to follow instructions and work unsupervised
• Logical, methodical, pro-active and enthusiastic in working practices
• The ability to translate technical Jargon information for customers to understand
• The ability to work on occasion longer hours to get the job completed for deadlines
• Monitor and assist in managing the budget for the Service Management Service

Desirable

• Excellent standard of written English
• The ability to gather and interpret data

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.

Certificate of Sponsorship

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).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

South London and Maudsley NHS Foundation Trust

Address

Cross Site working

London

SE5 8AB

Employer's website

https://www.slam.nhs.uk/ (Opens in a new tab)