ICT Senior Service Management Coordinator

Job summary

An exciting opportunity has arisen for a Senior Service Management Coordinator at NECS. NECS is a leading provider of IT solutions and services to the health and social care sector, with a vision to enable positive change through digital innovation.

Main duties of the job

As a Senior Service Management Coordinator, you will be responsible for:

- Taking ownership of the day to day operation of key ITIL activities, ensuring the quality and efficiency of all processes and products. You will oversee areas such as incident management, change management, problem management, release management, and knowledge management.

- Ensuring the smooth and timely processing of service requests, working closely with teams to improve workflows and eliminate waste.

- Ensuring compliance with KPIs through regular monitoring of call flow through the service management tool and providing analysis and feedback on performance issues and improvement actions.

- Providing guidance and direction to staff on the best practices of ITIL within your remit, through various methods such as answering queries, attending meetings, or conducting training sessions.

- Supporting the major incident management process when needed, ensuring the effective resolution and communication of incidents, as well as documenting lessons learned and actions taken.

- Reporting on knowledge usage for both internal and external stakeholders, providing insights and recommendations on how to enhance the quality and utilization of the knowledge base.

About us

At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.

NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. Were passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.