Asset quality and contract manager

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South London and Maudsley NHS Foundation Trust has a rich history, well-established community links and an international reputation. We deliver specialist services in the London boroughs of Croydon, Lambeth, Lewisham and Southwark, Bexley, Bromley, Greenwich, Wandsworth and Richmond.

We are committed to provide a high quality and specialist care to our service users and we are recognised for our care and treatment we provide. The Care Quality Commission already rates our services as 'good'.

We launched our five-year strategy, Aiming High; Changing Lives in 2021 together with Our Care Improvement System as our quality management system methodology to make a positive impact on patient care, outcomes and staff experience. By joining SLaM, all staff will get the opportunity to be part of this exciting improvement journey supported with learning and development to harness everyone's potential as change makers.

The trust recognises the unique and valuable contribution that people with lived experience of mental illness can bring to a role. We therefore welcome applications from people with lived experience and consider them as an asset to the Trust.

Our Values

We take pride in providing specialist care to our service users where our Trust values and our promise to be caring, kind, polite, prompt, honest, listen and do what I say I'm going to do is at the heart of everything we do. When you join us, you'll be part of something special.

As a Trust we are happy to talk flexible working.

Job overview

The Asset, Quality and Contracts Manager falls within the Digital Services Service Management department within Digital Services which follows the ITIL standard of Service Management, empowering technology, and process to ensure the users have the best possible experience and outcomes, both externally and internally for the staff within the Trust.

The post holder requires a high level of discretion, specialist knowledge of software legislation, the ability to work unsupervised and proactively. Being a diligent staff member with an eye for detail and a passion for improving the service, the post holder will work closely with all elements of the Digital Services teams to deliver the best outcomes of the service and for customers. They must offer a "can do", proactive approach to service delivery and ultimately delivering for the service needs.

Career Progression pathways and development opportunities:

We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.

Main duties of the job

The post holder will be responsible for the provision of:
• Management responsibility of the Asset, Quality and Contracts Officer and their team (Digital Services Administration), including regular 1-2-1s, appraisal and team meetings, providing training on software legislation and Configuration Management (assets) - ensuring all team members are up to date on the policies and processes.
• Responsible for all Trust Digital Assets and ensuring the Configuration Management Database (CMDB) is maintained, updated and quality assessed on a regular basis - providing assurance reporting into the Digital Services Information Security Committee - this includes from procurement of assets through to disposal of assets within the Trust. Including regular audits of assets.
• Responsible for all Trust Digital Software and compliance with licensing laws and regulations - ensuring Information Governance checks and balances have been completed before approving software for use within the Trust.

CFlexible working:

AAs one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 8am to 6pm, giving you the very best of good work life balance.

Working for our organisation

Service Management falls within the Digital Services Service umbrella, which follows the ITIL standard of Service Management, empowering technology and process to ensure the customers have the best possible end result. You will be a senior technical influence in the Technical Services section in improving, maintaining, and documenting new and existing Digital Services.

About our locations:

The Service management team are based across the various sites:

Maudsley Hospital (headquarters)

Our Trust headquarters is located at Denmark Hill less than 5 minutes from the train station (zone 2) and is within walking distance from the beautiful green spaces of Ruskin park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.

St Pauls

St Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.

Bethlem Royal Hospital

Bethlem Royal Hospital is based in a beautiful setting in over 200 acres of green space in the London Borough of Bromley, South East London. The hospital has easy access to nearby main roads and have offers free parking. The site is within walking distance from of Eden Park and West Wickham overland stations.

Detailed job description and main responsibilities
• Responsible for the development of a Quality Assurance framework within Digital Services, including the implementation of the framework into the Service, providing all necessary processes and training required for Digital Staff and ensuring the reporting of this is taken into the Service Review with the Directorates, to drive Service Excellence throughout the Trust.
• The post holder will establish strong liaison with Services to support software and asset management within the Trust.
• The post holder will build strong relationships with Suppliers of assets and software to improve quality, efficiency, and productivity.
• Lead on Contracts Management within the Service Management function, ensuring that contracts are in line with SLA's and OLA's and renewed or tendered in line with Trust procedures. Providing reporting into the Senior Digital Leadership Team
• Responsible for providing data reports into Digital Services Senior Leadership Team and Trust wide Service Reviews for all information relating to assets, software and contracts using the CMDB, Software and Contracts database tools to provide the data.
• Responsible for all processes and policies regarding Asset Management and Software used within Digital Services
• Be an effective communicator both internal to Digital and Trust wide on all aspects of Asset, Software and Contracts Management
• Responsible for the centralised Document Repository used within Digital Services, to track and maintain all Digital processes and policies in conjunction with the Head of Information Governance
• Drive excellence through Quality Assurance
• Assist in the development and maintenance of ITIL compliance.
• Report and Records breaches of security to the Trust's data protection and digital services security lead
• Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act
• The poster holder will be the specialist in all software, asset and contract related activities for Digital Services

Communications and Working Relationships:

Internal:
• Directorate Directors and members of Executive Team, Assistant Directors and management team including clinical managers and business managers.
• Corporate teams including Finance, Digital Services, Commercial Services, Organisation & Communities
• Performance and Contract Management team

External
• Senior managers representing Local Authorities
• Senior managers of other Trusts
• Private sector contractors, as providers or commissioners

Key Responsibilities:
• Management responsibility of the Service Manager and their teams (Administration / Switchboard), including regular 1-2-1's, appraisals and team meetings
• Manage and maintain the Digital Services Configuration Management Database (CMDB) in line with Digital Services IT Asset Management Process
• Regular Audits of all Assets / Software within the Trust
• Regular Reporting of all Assets / Software within the Trust to Digital Services Senior Management Team
• Manage the relationship with the external service for software licensing, ensuring that compliance and assurance are being met
• Assist the Head of Service Management in conducting service reviews with external suppliers of services pertaining to Software Licensing
• Being up to date on current licensing laws and type of licenses used within the Trust
• Assist in the establishment of effective communication on all aspects of user support for software and asset management and the wider business.
• Deliver Software & Asset (through it Lifecycle) services to the Trust, taking ownership and resolving requests in line with policy, procedures, SLA, and OLA requirements
• Regular Audits of the Contracts within the Digital Services Department
• Regular Reporting of all Contracts within the Trust to Digital Services Senior Management Team
• Process contract renewals and assist in the negotiation of contracts in-line with SLAs and OLAs
• Ensure Digital Services Staff are aware of when contracts are due to expire, ensuring that enough time is given for tendering of new contracts if required
• Build relationships with suppliers and key vendors being the Single Point of Contact (SPOC) for all software and asset requirements
• Regular Audits of the Document Repository
• Developing, monitoring, and maintaining the policies and procedures within the Digital Services Department
• Ensure all Digital Services Software, Asset and Contract processes are up to date and relevant, conducting regular reviews. Providing knowledge transfer and training materials to other members of staff
• Maintain awareness of all developments across the Digital Services functions
• Ensure all communication is clear and concise and contains no technical jargon when communicating with the business, including negotiating with staff at all levels across the trust
• Ensure all updates to the IT Service Management tool for ticket updates are conducted in a timely and non-jargon format, adhering to the Digital Services Service Level Agreements / Operating Level agreements and policies and procedures, including liaising with peers and managers on Digital Services
• Other duties as agreed with the Head of Service Management
• Provide support to staff within different functions of the Digital Services department
• Develop and Implement a Quality Assurance Framework with Digital Services
• Regular Reporting on Quality Assurance to the Digital Services Teams
• Provide training and support for all departments within Digital Services in regards to maintaining Customer Excellence through quality control
• Assist in the predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of a high standard of service
• Ensure Service Quality is maintained within the Digital Services Department
• Report and Records breaches of security to the Trust's data protection and digital services security lead
• Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act
• Has the ability to work to agreed objectives, and able to work when needed without supervision and prioritise workload accordingly.

Person specification

Qualifications

Essential criteria

• Educated to Degree level or equivalent experience
• ITIL Service Management Foundation Version 4 or equivalent
• Specialist knowledge of software legislation and license types

Desirable criteria

• Customer Service Qualification
• Prince 2 foundation or practitioner

Experience, Knowledge and Skills

Essential criteria

• Experience of working with complex asset inventory tools
• Experience of working with Software legislation, license types and compliance
• Experience of managing a Configuration Database
• Skilled in staff management
• At least 2 years working in an IT related - customer service provision field. i.e. Service Desk
• Experience of using reporting tools
• Good working knowledge of Microsoft Office applications and productivity suites
• Understand the importance of Digital good practices and service delivery and security
• Good time management
• Ability to work on own initiative and as part of a team to SLA deadlines
• Ability to plan, agree, schedule, document and implement changes using a structured change control process
• Ability to work unsupervised and follow instructions
• Logical, methodical, proactive and enthusiastic in working practises
• Ability to express complex issues, both orally and in writing in an easily understood manner for a range of audiences
• Excellent team skills an ability to work with members of own and other teams and departments at all levels of the organisation
• Ability to deliver to strict deadlines

Desirable criteria

• Experience of writing reports to management
• Ensuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier
• Ability to create networks with peers and managers across the Trust
• Ability to gather and interpret data

Attributes

Essential criteria

• Personal resilience in managing periods of sustained pressure in a busy team
• Proactive and self-motivated in completing work to a high standard in conjunction with other staff

communications

Essential criteria

• Influencing and negotiating skills
• Highly developed verbal and written skills
• Ability to engage at all levels in a large complex organisation and achieve effective co-operation.
• Highly developed presentation skills
• Adept at conflict resolution
• Convey confidence.
• Political acumen

Mental and Physical Effort

Essential criteria

• Able to deliver sustained periods of detailed work, work accurately and under pressure and meet immovable deadlines
• Able to travel during the day
• Able to travel across multiple sites
• Light physical effort

The Trust is committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Confident Employer, we welcome applicants from all sections of the community and people of all protected characteristics. We provide reasonable adjustments for candidates with a disability and are committed to treating people fairly with compassion, respect and dignity and in promoting equality and human rights. We aim to put this commitment into practice by:

• Embedding our commitment to tackling inequality, eliminating discrimination and harassment; promoting equality of opportunity and fostering good relations in our everyday practice
• Ensuring that all our services and all staff understand and support our commitment
• We believe that people who use our services, their carers and our staff, should be treated with compassion, respect and dignity

Please note:

• That all applications for this post will need to be made online
• That you read and understand the Job Description and Personal Specification attached to the role. Your Statement in Support should reflect the requirements specified as your application will be judged against these criteria
• That the closing date listed is a guide only and that the vacancy may close earlier should sufficient number of applicants have been received. We advise that you submit your application as early as possible
• That once you have submitted your application you agree to your application being transferred to a 3rd party e-recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs
• That should you not have heard from us within three weeks from the closing date your application has not successful
• That priority consideration for applications may be given to at-risk NHS employees
• That should you be successful and appointed, you authorise South London and Maudsley NHS Foundation Trust to confirm your previous NHS service via an Inter Authority Transfer (IAT) process
• That we are a smoke-free Trust

SLaM is a Stonewall Diversity Champion , Stonewall is the largest Lesbian, Gay, Bi and Trans (LGBT) rights charity in Europe'

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Documents to download

• Job Description (PDF, 664.5KB)
• SLaM Staff Benefits (PDF, 1.1MB)
• Happy to Talk Flexible Working (PDF, 680.1KB)