Job summary
Collaboration Services
We deliver secure, user-focused digital platforms that enable collaboration and communication across health and social care. This includes a national communications platform with 1.7 million active users, ensuring the NHS workforce maximises technology to boost productivity. We simplify and enhance our external digital presence through a reliable, secure CMS-driven website experience, and provide NHS Futures - a secure collaboration environment for national and international partners to share resources, manage programmes, and build communities beyond IT restrictions.
Main duties of the job
Management of the managed service provider in regard to Service levels
First line response to incidents and queries
Management of the feedback team, allocating work.
Management of the Continuous service improvement plan to drive improvements to internal and Live service provision.
Produce weekly, monthly and Board reports - presenting them to senior members of the team.
About us
Our work supports the NHS to deliver high quality services for patients and best value for taxpayers.
Our staff bring expertise across hundreds of specialisms -- including clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial -- enabling us to design and deliver high-quality NHS services.
We lead the NHS in England by:
- Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities
- Making the NHS a great place to work, where our people can make a difference and achieve their potential
- Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
- Optimising the use of digital technology, research, and innovation
- Delivering value for money
Earlier this year, the Government announced that NHS England will gradually merge with the Department of Health and Social Care, leading to full integration. The aim is to create a smaller, more strategic centre that reduces duplication and eliminates waste.
If successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR). This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the recruitment process.
Job description
Job responsibilities
You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.
Please note that this is a fixed term contract as this is a short-term vacancy.
Secondments
Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior tosubmittingthe application.
Job description
Job responsibilities
You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.
Please note that this is a fixed term contract as this is a short-term vacancy.
Secondments
Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior tosubmittingthe application.
Person Specification
Knowledge & Experience
Essential
- An understanding of managing products and services across the lifecycle.
- Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
Skills
Essential
- Service level management Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Incident management Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents and informs service owners in order to minimise probability of recurrence and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
Qualifications
Essential
- ITIL Practitioner, VeriSM Foundation or equivalent experience
Interpersonal Skills
Essential
- Ability to work under pressure to tight deadlines and deliver high quality material right first time.
Equality, diversity and inclusion
Essential
- Challenges behaviour that does not align with a collaborative and inclusive environment
Person Specification
Knowledge & Experience
Essential
- An understanding of managing products and services across the lifecycle.
- Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
Skills
Essential
- Service level management Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Incident management Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents and informs service owners in order to minimise probability of recurrence and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
Qualifications
Essential
- ITIL Practitioner, VeriSM Foundation or equivalent experience
Interpersonal Skills
Essential
- Ability to work under pressure to tight deadlines and deliver high quality material right first time.
Equality, diversity and inclusion
Essential
- Challenges behaviour that does not align with a collaborative and inclusive environment
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.
