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NB: This vacancy closed to applications on 25/05/2020.

INTERNAL ONLY: Central Service Manager - ARP

Job Reference: 202-A-20-12405

South Western Ambulance Service NHS Foundation Trust
Ambulance Radio Programme
St James, Bristol
£45,753 - £51,668

The Ambulance Radio Programme (ARP) is hosted by the South Western Ambulance Service. It delivers radio based mobile communications services to all English Ambulance Trusts.

ARP includes the management of the current Airwave contract and is now working with a National cross government programme entitled the Emergency Services Mobile Communications Programme (ESMCP) which has been established with the remit of delivering the future national mobile communication capabilities for all emergency services.

We have an exciting opportunity for Central Service Managers to join our National Team. We have 3 vacancies for this role. The successful candidate will work within the national service and implementation teams acting as the primary interface for key suppliers to the rest of the ARP Service Team, providing service level support throughout the life of the ARP service contract and any new future services.

The ARP team covers the whole of England, so the post requires regular travel and overnight stays. The successful candidate will also be expected to take part in a 24x7 on-call rota for major incidents and escalations. This is a chance to be part of an organisation which will deliver enhanced and interoperable communications between Ambulance Trusts, the NHS, and other emergency responders.

Duties/Key Deliverables include (but aren’t limited to):

  • Primary interface between Ambulance Trusts, solution suppliers and the ARP Team.
  • Providing expert service assurance and a conduit for Technical Assurance support for Ambulance Trusts on the Airwave Service.
  • Supplier performance management, including trend analysis and remedial activities.
  • Lead on collaboration activities with suppliers to improve service for their assigned Ambulance Trusts.
  • Assurance of Service Delivery products, such as Business Continuity, Capacity, and Availability strategies and plans for assigned Trusts.
  • Lead and drive the negotiation/resolution of complex service management issues and disputes involving suppliers and users, arbitrating and reconciling the supplier, service and customer views of the service.
  • Lead service delivery and improvements on behalf of the team in multiple areas (to be assigned) - Incident, Major Incident, Change, Problem, Security, Asset or Configuration Management.
  • Monitor and review Service Management elements such as incidents, problems, changes and releases – ensuring service levels are maintained, processes are followed, case notes are appropriate and any remedial action plans as required.
  • Management of risks and issues to suppliers and the services they provide to Ambulance Trusts.
  • Formally review service monthly by chair service review meetings with the Trust and key suppliers.
  • Deliver the provision of management information and ad-hoc reporting to Ambulance Trusts as required.
  • With the wider team, provide 24x7 on-call support for major incidents and escalations.
  • Development of standards, best practice, policy compliance and strategy.
  • Co-ordinate and support collaborative working with suppliers and other NHS projects.
  • Liaise with relevant DHSC policy staff as appropriate to ensure project development supports current policy.
  • Champion and develop ARP Programme and Project Management Standards.
  • Identify opportunities for further service improvements or cost improvement initiatives.

Qualifications/Experience include (but aren’t limited to):

  • ITIL Foundation + 3 years’ experience in service management
  • PRINCE 2 Foundation qualification.
  • Experience of working at Senior Level within the NHS, preferably in an ambulance service environment.
  • Management Experience of producing assessments for senior management
  • Experience of Supplier Management
  • General knowledge of processes and tasks to support experience of working as manager in either Service Continuity, Business Continuity, Capacity, Service Level or Availability Management
  • Strong Team Leader and interpersonal skills & able to develop and maintain effective and credible relationships with business leaders and supplier management
  • Experience of communicating complex technical issues and sensitive information to business users, senior stakeholders, suppliers
  • Proven ability to function as a member of a multi professional team
  • Decision Making – capable of reaching timely and effective decisions based on the appropriate use of information.
  • Building Customer Service – able to provide Customers/Stakeholders with a positive experience of the service delivered.
  • Embracing Change – can readily identify and embrace change in the drive towards continuous improvement.
  • Developing and Maintaining Relationships – able to make working relationships harmonious and productive.
  • A positive and flexible approach in line with the changing nature of the trust service delivery model

What we offer in addition to a competitive salary you can look forward to the following benefits:

27 days annual leave entitlement increasing with service

  • NHS Pension Scheme
  • A range of NHS Discounts covering, for example, shops, restaurants, gym, mobile phones, and insurance
  • On call pay

Further information is available within the job description

At South Western Ambulance Service NHS Foundation Trust (SWASFT) every team member matters, we have a culture where everyone is valued for being themselves. Our aim is to work together to promote the most inclusive environment possible, which attracts people from the widest possible range of backgrounds and experiences to enrich the work that we do together, for the benefit of all of our employees and patients and communities we serve. We offer flexible working opportunities, inclusive policies and a range of feedback mechanisms to support individual needs and to enable a positive, welcoming environment in which our people and their careers can thrive.

As the first Ambulance Trust in the Country to be registered as a NHS Foundation Trust (FT) SWAST offers consistent high-quality, locally responsive and trusted care to the residents and the transient population of Cornwall and the Isles of Scilly, Devon, Dorset, Somerset, Bristol, Wiltshire and Gloucestershire.

If you are shortlisted for this post, we will send you a direct email to the address entered on your application form. Please ensure you check you Junk items. We will also send messages through your NHS Jobs account, to keep you updated on your application process. To access emails from us via NHS Jobs, please log into your account, and go to 'My Applications'.

South Western Ambulance Service NHS Foundation Trust reserve the right to close this vacancy early, should we receive sufficient applications.

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