Senior Service Delivery Operations Manager

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Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.

We are committed to recruiting to our values. Leading One Culture of Care underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care.

We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require.

We received our Silver Award from the Defence Employer Recognition Scheme which is helping actively promote SaBRE - Supporting Britain's Reservists and Employers. This means that we provided its statement of intent to support all Defence personnel and we welcome application to work for us. Find out more - Why Choose CHFT?

Our Future Plans

The Department of Health and Social Care has awarded capital funding to invest in local health services at both Calderdale Royal Hospital and Huddersfield Royal Infirmary. This is a significant investment and an opportunity to enhance services for our populations in Calderdale and Huddersfield and West Yorkshire for generations to come. To find out more, please visit https://future.cht.nhs.uk/

Job overview

Previous Applicants need not apply

Are you a strong leader who aspires to make a difference? A fantastic opportunity has arisen to join our organisation. We are looking for a strong leader who can drive innovation and is a highly motivated passionate individual who thrives on delivering service excellence. We are keen to have someone join our team who enjoys the fast pace of the digital world and understands public sector service provisioning. We are looking for someone who wants to be a part of the NHS digital journey at grass root level. Who is strong leader with the ability do development and motivate experienced technical engineers.

If you feel you have the right experience in both leadership and Digital technologies and can bring fresh and exciting ideas, together with a can-do attitude and a proven track record of leading Service Delivery Operations within the IT support service; we want to hear from you.

The Health Informatics Service is a well-established, innovative, and award-winning digital healthcare and IT specialist. We work with public, private, and charitable health and care organisations across the UK and are hosted by Calderdale and Huddersfield NHS Foundation Trust. Our tried and trusted solutions have been developed and refined by our dedicated team of health informatics experts who share the sector's passion and values for providing the best possible care, insight and service for patients and customers.

Main duties of the job

The post will be responsible for the full management duties and the day-to-day service operations of multiple digital teams including (but not limited to) Cloud, Connectivity, Architecture, O365 and Virtual Desktop Infrastructure (VDI). Responsible for provisioning and centrally deploying software applications to support major projects and transitioning clinical services.
You will be a key member within the Senior Operational Services Management Team. The post holder will ensure that IT support and project resource is allocated and managed against THIS and its customers priorities and in line with agreed programmes of work. The post holder will also be responsible for all aspects of IT Service Management functions in line with the Information Technology Infrastructure Library (ITIL) methodology such as Incident, Change, Problem and Release Management.
There will be a high level of IT customer service experience required for this role together with excellent communication skills. The ability to communicate sometimes complex messages to less knowledgeable audience on a wide variety of IT subjects throughout the healthcare communities is key to this position.
The post holder will take responsibility for managing the resource within the third line IT support operations and provide direction and scope to the IT engineers in line with the organisations IT strategies.

Working for our organisation

Working for our organisation

Come join our team of innovators and help make the difference.

As a Digital Healthcare service Provider, we offer a range of rewarding careers. At The Health Informatics Service, we combine innovation and customer solutions with a patient centric ethos embedded within the NHS. There are a variety of career paths to explore, from working closely with clients such as GP organisations, hospitals and care charities to IT and technology-focused roles. We're also brilliant at training and help our teams to reach their full potential with skills and qualifications.

We are a fully supportive, inclusive organisation and endeavour to provide the best development and progression opportunities. Regularly promoting within wherever possible. We are a warm friendly compassionate organisation where staff values are very much at the forefront. We have an open-door policy and welcome and encourage our staff to get involved and be part of our future journey; bringing new ideas and better more effective ways of working . www.this.nhs.uk

Detailed job description and main responsibilities

The post holder will be expected to cover some IT management on-call function and provide support to the Trust in the event of a serious incident that may occur outside of normal working ours.
The role requires a high degree of analytical data reporting and deduction using various industry reporting tools for determining accurate performance information for scrutiny at both executive boards and service review meetings. Interpretation may differ regarding IM&T contracts therefore detailed reporting is essential to ensure the reports are factual and correctly presented.
The post holder will support the strategic planning of current and future ICT support solutions, researching and reviewing recognised best practices and upcoming changes to technology. To investigate, plan, develop and implement continuous service improvements for the benefit of CHFT and THIS customers throughout the healthcare community. Lead a team of highly experienced engineers. Responsible for managing the ITIL disciplines alongside your peers. Please see full job description.

Person specification

QUALIFICATIONS / TRAINING

Essential criteria

• Educated to master's degree or equivalent level of experience within and IM&T Management sector
• Foundation Certificate (ITIL)

Desirable criteria

• Degree in Health Informatics related subject or equivalent
• Service Desk Institute (SDI) certification
• Recognised Customer Service qualification or equivalent demonstrable experience

KNOWLEDGE, EXPERIENCE & EXPERTISE

Essential criteria

• Extensive knowledge of Incident & Service Request Management protocols including Customer Relationship Management (CRM) processes.
• Extensive knowledge using industry standard reporting tools advanced reporting including Excel & Microsoft Business Intelligence applications.
• Extensive experience of managing multiple IT departments and skilled workforce capacity management.
• Demonstrable In-depth specialist knowledge of IM&T methodologies and procedures and challenge existing practice where appropriate.
• Ability to interpret, advise and act without reference to manager following the IM&T protocols
• Extensive knowledge of working within Incident and Problem Management processes, including the development of these services.
• Excellent organisational and time management skills.
• High level of experience around planning/design and development of new multiservice IM&T services,
• High level of knowledge of IT support technologies such as PDQ, SCCM, Active Directory, Virtual environments.
• Excellent understanding of the layout and structure of our local healthcare community and the different healthcare settings within it.
• Extensive experience working in a customer focused environment at a management level.
• Proven track record of producing analytical data with a view to resolving complex issues/problems
• Good Level of Project Management experience
• Aptitude and ability to manage conflicts and challengers to a successful outcome.
• High Level of experience of policy development and implementation
• Previous experience of Managing multiple IT sectors, staff volumes and workloads.
• Highly competent at resource planning and delivering IT services to tight timescales
• Extensive experience of contributing towards organisational change and culture shifts.
• Demonstrating a solid track record of developing processes to increase efficiency of tasks in post
• Enthusiastic and committed to make changes which will deliver benefits in patient care
• Advance keyboard skills.
• PC literate with excellent Microsoft Office and Outlook products
• Team player who is self-motivated

Desirable criteria

• High level of understanding of ISO 20000 IT Management Standards and implementing these within the workplace
• Experience of reviewing process/procedures and recommending change

COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)

Essential criteria

• Excellent interpersonal and communication skills particularly relating to contentious or sensitive information to large groups.
• Ability to translate complex technical information to a lesser knowledgeable audience
• Excellent organisational and time management skills.
• Ability to influence and change culture
• Presentation skills ability to produce meaningful information in slide deck formats
• Must continually research skills via the internet, publications and industry press
• Ability to work with customers particularly those who believe the service is not being delivered.
• Aptitude and ability to manage conflicts and challengers to a successful outcome.

Our vision is to provide One Culture of Care for one another in order that we can provide compassionate care for the people who use our services. We are passionate about creating a workplace where we work together to get results, encouraging colleagues to have their say, in order to co create the change we want to see. We take pride in the diversity of our workforce that's why we encourage applications from all. Reasonable adjustments will be made for disabled applicants.

Please ensure your application is submitted with referees who can verify your employment/education history over the last three years and include valid email addresses for them. We will request electronic Factual Employment References from your previous employers. These references will be requested before you are issued with an unconditional offer of employment letter.

If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system. The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.

You may be required to undertake a DBS. The Trust will administer the DBS check on your behalf and will recover the cost (Enhanced £41.90, Standard £21.90 or Basic £21.90) from your salary when you commence in post (including Internal staff). You will also be required to participate in the DBS Update Service and pay the £13 cost per year. This is a condition of your employment.

CHFT is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.

If you have any questions please contact ask.recruitment@cht.nhs.uk for assistance.

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Documents to download

• Job description (PDF, 512.3KB)