Digital Service Improvement Manager

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Detailed job description and main responsibilities

To find out more about the key responsibilities and the specific skills and experience you'll need, take a look at the Job Description & Person Specification attachments under the 'Supporting Documents' heading. So that you're even more equipped to make an informed decision to apply to us, you'll need to take time to read the 'Candidate Essentials Guide' that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how 'we care for you as you care for others'. Most importantly, it also contains critical information you'll need to be aware of before you submit an application form.

Diversity Matters

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.

We're looking forward to hearing from you!

Person specification

Qualifications

Essential criteria

• Masters qualification or equivalent level of experience within Informatics or equivalent IT relevant experience
• Management Qualification
• ITIL Foundation Level qualification
• Evidence of Personal Development

Desirable criteria

• ITIL Intermediate Level qualification

Experience

Essential criteria

• Extensive technical background in IT working in an Infrastructure support role
• Significant experience in working in a large, complex, multi-site IT environment
• Proven knowledge and experience of leading a customer facing IT service delivery environment including delivering Service Level Agreements
• Substantial knowledge and experience in the management and use of Industry standard service desk systems and call distribution systems
• Good working knowledge of wide range of IT Skills - Server and PC Environment, including Microsoft Office Packages, Microsoft SCCM. Knowledge of Internet / Intranet concepts
• Experience in service continuity / disaster recovery planning
• Significant experience in managing teams and running complex technical projects
• Project Management methodology

Desirable criteria

• Previous experience in NHS IT environment
• Knowledge of Server concepts
• Knowledge of Manage Engine Service Desk service management tool

Skills

Essential criteria

• Ability to undertake shift working including out-ofhours, weekend and Public Holidays Ability to travel between sites
• Ability to communicate a range of complex IM&T issues which can be complex and multi -stranded to senior non -informatics colleagues
• Ability to provide and receive highly complex, highly sensitive or highly contentious information, where developed persuasive, motivational, negotiation, training, empathic or re -assurance skills are required
• Ability to present complex, sensitive or contentious information to a large group
• Takes decisions on difficult and contentious issues where there may be a number of courses of action or no precedent has been set
• Strategic thinking - ability to anticipate and resolve problems before they arise and defined and implement long -term, strategic plans which involve uncertainty, and impact across the Trust
• Strong planning and organisation skills, able to facilitate delivery of objectives across complex or multi -layered and often conflicting priorities. Able to horizon scan for threats to delivery and adjust plans or approach to mitigate impact, both within own service and broader Trust landscape
• Strong negotiation and influencing skills, able to drive priorities by conveying complex or sensitive others in a positive manner, which may present conflicting or contentious issues, and have the confidence to deal with different priorities and views in order to achieve change/improvement
• Demonstrates a collaborative and excellent approach to team working
• Ability to work effectively and efficiently under pressure

Employer certification / accreditation badges

Documents to download

• Digital Service Improvement Manager (PDF, 180.1KB)
• Job Title and Person Spec (PDF, 180.1KB)
• functional requirements form v8 (PDF, 1000.2KB)
• Candidate Essential Guide Non Medical (PDF, 1.3MB)