SIAM IT Service Manager

Job description

Job responsibilities

In this role, you are accountable for

Specialist skills

1. Oversee the continuous development, transition and day to day operation of associated ITIL service management processes and governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.

2. Guide the service desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping service desk practices in the context of customer and user experience, working with internal and external stakeholders to provide a strong value focused direction.

3. Lead the adherence to Service Management policies, processes and procedures, ensuring they are in place for the service desk function and are followed by all Service Providers with non-conformance reported and reviewed;

4. Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements to meet changing needs.

5. Ensure that relevant Service Management policies, processes and procedures are in place for each function and are followed by all Service Providers with non-conformance reported and reviewed;

6. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.

7. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.

8. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.

9. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.

Staff

10. Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.

11. Enabling the performance of others, including objectives setting fully aligned to departmental and organisational objectives and goals, and the development and motivation of staff to achieve them.

12. Conducting meaningful appraisals and 1-1s, develop and monitor training and personal development plans, setting performance targets and monitoring progress against agreed quality and performance criteria.

13. Advises individuals on career paths and encourages pro-active development of skills and capabilities.

14. Undertake recruitment and selection in line with organisational processes and participate in the implementation and delivery of initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business landscape.

15. Provide and encourage 360 feedback to support and promote the personal development of teams and individuals.

16. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions and , processes and work as required, and in conjunction with agreed procedures.

17. Pro-active management and review of staff workload, management information and resource requests to inform forward planning and resource management, whilst completing own assigned tasks, to a high quality and within agreed timelines.

Financial Management

18. Responsibility for contributing to budget management processes in accordance with NHSBSAs policies, standing orders, financial regulations and legislative requirements.

19. Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within the technology department.

20. Monitoring budget spend and resource estimates against projects and change initiatives.

Relationship Management

21. Effectively engage and collaborate across multiple disciplines to ensure consistent approaches, methods, standards, and patterns are holistically applied.

22. Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation;

23. Implement stakeholder engagement/communications plans, such as handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Escalates issues or problems where appropriate.

Information Management

24. Implement, monitor and report on a number of areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.

Delivery Management

25. Delivering continuous improvements to enhance own and business areas; co-ordinating and delivery of work across multiple strands such as continuous improvement, project related work, and operational tasks, escalating issues at appropriate times.

26. Preparing and executing plans to enable the delivery and management of projects and programmes undertaken by the team. Providing operational direction in the preparation of plans to deliver systems and service across the organisation.

27. Manage, develop and implement approaches, strategies, standards, practices and policies across the team, ensuring and monitoring the timely delivery of business objectives within budget through the management of projects and programmes.

28. Challenge and provide feedback to create functional and non-functional requirements to ensure the overall needs of the business are met from a Technology perspective as well as adherence to business objectives and alignment with Technology

Strategy

29. Participating in procurement processes for hardware and software by reviewing functional requirements and providing non-functional requirements to ensure the overall needs of the business are met from a Technology perspective.

Person Specification

Personal Qualities, Knowledge and Skills

Essential

• 1.Knowledge of implementing or working under the ITIL V3 framework in particular as part of the Service Operation stage of the lifecycle.
• 2.Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment
• 3.A general and broad knowledge of current issues and advances across all service management disciplines
• 4.Experience with implementing, developing and supporting the improvement of Service Management toolsets
• 5.Experience of service management delivery within a recognised ITSM operating model

Desirable

• 1.Experience of using project implementation methodologies
• 2.Knowledge of the ITIL V4 framework
• 3.A detailed knowledge of SIAM principles, aims and their application.

Experience

Essential

• ITIL based service management
• Experience of working within and across ITiL v3 framework and service value chain, including but not limited to:- oIncident Management (including Major Incident Management) oProblem Management oKnowledge Management oService Request Management oService Level Management oChange Management oData, Asset & Configuration Management oContinual Service Improvement (CSI). oLeading and managing staff to deliver organisational goals and objectives. oManaging contracted suppliers against a KPI and service management/improvement framework. Managing Service Reviews and approval of supplier delivered reports. oDelivery of internal Service Management Reports. oMulti-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
• On-going Continuous Professional Development.
• Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.onal Development.

Desirable

• 1.Exposure to ISO27000
• 2.ITIL based service management
• 3.Experience of all Technology management disciplines
• 4.Experience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes
• 5.Working with technology experts to understand technical concepts and apply them to enable value for customers

Qualifications

Essential

• 1.Degree calibre with relevant in-depth knowledge of the subject matter
• 2.ITIL v4 Foundation (or prepared to work towards)

Desirable

• 1.Post Graduate qualification or equivalent
• 2.Relevant Professional Qualifications i.e. BCS Foundation in SIAM
• 3.Certification in Agile Service Management

Employer details

Employer name

NHS Business Services Authority

Address

Hesketh House

200 - 220 Broadway

Fleetwood

FY7 8LG

Employer's website

https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)