Job summary
Youll be joining an organisation with ambitious plans to deliver cutting-edge digital services and enhance our technology capabilities over the next five years. Our IT function is continuously evolving, and your expertise in Service Management will be essential in shaping our service standards and demonstrating the impact that effective service management can have on our customers.
Reporting directly to the Assistant Director of Live Services, you will work closely across the business, engaging with leadership and key stakeholders, where youll be expected to explain complex technical concepts in clear, non-technical terms.
Youll play a key role in ensuring user-focused design and delivery of IT services, driving transformative change across our health and supply chain operations.
Main duties of the job
In this role you will be responsible for the ongoing delivery and development of the Service Management function leading in areas of Service Strategy, Service Design and Service Transition. Your responsibilities will include:
Developing a customer centric and service-oriented approach to the delivery of IT services with a clear business viewpoint linking into both internal and external IT service providers.
Owning and developing Line of Business (LoB) IT services from an ICT perspective to deliver business value and maximise service performance.
Providing leadership and management of a team of IT Service Managers and Service Implementation Managers.
Responsible for a budget of £3.5 million.
Ensure the smooth operational delivery of IT services by collaborating with both internal and external stakeholders, resolving issues, and driving continuous improvement.
Monitor and manage service performance, identifying areas for improvement, and ensuring that services meet agreed service levels and business expectations.
Regularly review and optimise processes related to service design, transition, and operation to maintain efficiency and alignment with organisational goals.
You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice
About us
It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need.
Our three core values are what set us apart. They guide and inspire everything we do.
By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.
You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.
Job description
Job responsibilities
Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification.
Job description
Job responsibilities
Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification.
Person Specification
Qualifications
Essential
- Masters level qualification or equivalent experience in a relevant technology-related subject.
- ITIL Certification at Foundation or higher level.
- A recognised qualification in management e.g. MBA or equivalent experience.
- Demonstrates commitment to own continued professional development (CPD)
Experience
Essential
- Excellent knowledge of IT Service Management principles with an in-depth working knowledge of ITIL standards.
- Experience of having successfully managed IT Services in a large NHS or supply chain organisation.
- Extensive customer relationship management experience.
- Knowledge and practical experience of a range of demand and capacity planning techniques and processes.
- Experience of developing new capabilities and services based upon user engagement and user experience research.
- Deep understanding of applicable key performance indicators for an operational IT service and the use of metrics for service monitoring purposes.
- Knowledge of the likely business impact of different scales of disruption to ICT application or infrastructure services; knowledge of mitigation and contingency arrangements.
- Experience of techniques for ensuring that full account is taken of customers real and stated needs in the review of products and services provided.
- Awareness and understanding of industry standard security issues and processes.
- Awareness and understanding of data protection laws and regulations.
- In-depth knowledge and experience in creating, managing, and developing teams of people.
- In-depth knowledge and experience of leading major organisational change.
- Experience and understanding of ITIL based service management processes.
- Experience of working with information technology using Microsoft Office packages (Outlook, Word, Excel, Teams and PowerPoint)
Person Specification
Qualifications
Essential
- Masters level qualification or equivalent experience in a relevant technology-related subject.
- ITIL Certification at Foundation or higher level.
- A recognised qualification in management e.g. MBA or equivalent experience.
- Demonstrates commitment to own continued professional development (CPD)
Experience
Essential
- Excellent knowledge of IT Service Management principles with an in-depth working knowledge of ITIL standards.
- Experience of having successfully managed IT Services in a large NHS or supply chain organisation.
- Extensive customer relationship management experience.
- Knowledge and practical experience of a range of demand and capacity planning techniques and processes.
- Experience of developing new capabilities and services based upon user engagement and user experience research.
- Deep understanding of applicable key performance indicators for an operational IT service and the use of metrics for service monitoring purposes.
- Knowledge of the likely business impact of different scales of disruption to ICT application or infrastructure services; knowledge of mitigation and contingency arrangements.
- Experience of techniques for ensuring that full account is taken of customers real and stated needs in the review of products and services provided.
- Awareness and understanding of industry standard security issues and processes.
- Awareness and understanding of data protection laws and regulations.
- In-depth knowledge and experience in creating, managing, and developing teams of people.
- In-depth knowledge and experience of leading major organisational change.
- Experience and understanding of ITIL based service management processes.
- Experience of working with information technology using Microsoft Office packages (Outlook, Word, Excel, Teams and PowerPoint)
Additional information
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).
