Description
Day to Day activities
This role is very demanding; our services follow the pattern of clinical/operational teams, so out of hours cover is a feature of the job. At times it will be high pressure, especially when things go badly wrong and you need to coordinate our technology teams to come up with resolutions quickly. However, it is a hugely rewarding role, knowing that making these services work well helps our customers deliver great healthcare services to patients.
On a day-to-day basis you will typically:
- Be the person who worries most about making sure our customers can do what they need; your ethos is 'customer first'
- Instigate systems and processes which help the team manage incidents, problems and escalations reliably and systematically, and regularly review these to ensure they remain fit for purpose
- You will work closely with the ICT Manager, and your peers across the department, to understand what is needed from a support perspective, especially the pipeline of projects/change that we will have to deliver and support,
- You will participate in the Change Advisory Board, advising on any likely support issues related to planned or urgent changes, and handling any associated actions that your team will need to undertake
- You will have an important role to play in liaising with and managing suppliers critical to supporting our systems and services, which includes providers of technology, hosting services, application systems, and technical consultants and other specialists.
- You will almost certainly spend a good proportion of your time liaising with our customers, understanding their particular service needs, and using that information to improve how our support services are configured
- Establish a comprehensive support framework across the team (based around ITIL), with clear SLAs, performance measures and escalation routes, so that everyone working in support understands what is required of them.
- Ensure that there is complete visibility and transparency of support service performance, and that this is widely communicated across the business as part of a regularised process of monthly service review; we are currently using ServiceNow to underpin our support operations.
- Ensuring that your team continues to develop skills and capabilities, such that there are viable succession plans for all members of the team, should anyone choose to leave or move elsewhere
Essential experience
- Service and Service desk trasnformation/turnround projects
- Managing medium size IT service Desks
- A solid technical understanding of IT infrastructure, networks, operating systems, and application systems; it is likely that you will have come from a technical background and moved into support later in your career, or as a specialism because you were a great organiser of people/services
- You are likely to have formal certification or qualifications in aspects such as ITIL, Prince2 and risk management, incident management, gained preferably through experience rather than purely examination.
- Experience of dealing with senior management, executives and peers, whether that is to support decision making such as business cases or plans, or in terms of reporting progress/status, the individual should be entirely comfortable dealing with senior people
- Experience of Service Now or a similar platform in the Service Support modules area
- Experience of developing, managing and improving Customer Satisfaction Scores
ITHR Group is acting as an Employment Business in relation to this vacancy. ITHR Group is an Equal Opportunities employer; we welcome applicants from all backgrounds.