Job summary

Inviting all talented and ambitious technology professionals! As the Senior Manager for Digital Operational Support, you will have the opportunity to join our vibrant Digital Operations team and realise your full potential while making a lasting impact.

At the NCA, we foster a vibrant and collaborative work environment where your skills and ideas will thrive, and you will play a pivotal role in shaping the future of Digital Operations.

You will take the helm in streamlining change management processes, incident resolution, and service fulfilment, while also championing the implementation of best practices and industry standards. You will proactively identify and mitigate risks associated with Digital Operations, ensuring compliance with policies and procedures. Your keen eye for process improvement will drive efficiencies, enhance operational workflows, and optimise resource allocation.

Joining our team, you will have access to a supportive, collaborative, and innovative work environment with a strong emphasis on work-life balance. We offer flexible working arrangements alongside access to wellbeing and occupational health support. We provide a competitive salary and excellent opportunities for career development. We promote diversity, inclusion, and a positive workplace culture, fostering collaboration among passionate I&D colleagues.

Main duties of the job

The Senior Manager, Digital Operational Support will lead on consulting with IT service users across the Trust to understand their requirements, how their technology works for them (whether positive or negative) and devise routes to managing and improving the 'customer' experience. Working as part of the Service Delivery senior management team, the post-holder will provide insights and examples to assist with defining improvements to process, systems, and service offerings to continually seek that disruption is minimised and outcomes are improved.

The post holder will achieve this through the leadership & management of a small team of skilled and motivated staff, to maintain relationships across the Trust so that service upkeep and efficient deployment of IT hardware and software can be balanced according to customer feedback and demand. They will need to be constantly cognisant of balancing service, patient care and budgetary constraints.

Alongside the Senior Manager, Digital Service Delivery, the post holder will be responsible for driving continuous improvement and efficiency, taking account of ongoing service desk performance, devising, and recommending improvement options and delivering such initiatives as may be required, to measure and meet changes to customer requirements.

About us

The Northern Care Alliance NHS Foundation Trust (NCA) is one of the largest NHS organisations in the country. Launched in April 2017, it serves over one million people across Greater Manchester and employs over 21,000 healthcare professionals across Bury, Rochdale, Salford and Oldham. The sheer size, scale and potential of our combined service is huge.

We believe in saving and improving lives and are passionate about driving forward significant improvements to the provision of safe, high-quality integrated health and social care to our local community. If you share our vision, take your place with us.

The NCA has a clear vision to become a leading provider of healthcare services, recognised for its exceptional patient care, clinical excellence, and outstanding workforce.

Its aspirations include further investing in technology and innovation to enhance patient care and experience, working collaboratively with other healthcare organisations to provide seamless and integrated services, and supporting its workforce to develop and grow their skills.

The Trust values its workforce and provides a supportive environment that encourages personal and professional growth. The organisation has a strong emphasis on team-working, collaboration, and innovation, creating an inspiring workplace culture that empowers staff to deliver the highest standards of patient care.

Job description

Job responsibilities

The Senior Manager for Operational Support will be responsible for ensuring:

• Act as a focal point for liaison between the organisation and Digital Operations, fostering effective communication and collaboration.
• Develop and implement robust change management processes, ensuring new or changed IT services are released in a controlled and efficient manner, minimising risk to the organisation.
• Own the service fulfilment process, ensuring the effective and efficient delivery of requested digital services to internal and external customers. Collaborate with stakeholders to understand service requirements, define service catalogues, and ensure timely responsiveness to demand.
• Establish and maintain processes and procedures for handling and tracking hardware and software assets, including inventory management and life cycle management.
• Drive continuous improvement of operational processes, workflows, and procedures to enhance efficiency, reduce risks, and optimise resource allocation. Implement best practices in areas such as incident, change, problem, and service fulfilment management.
• Investigate and resolve the root cause of IT incidents, minimising their impact on the organisation and preventing recurrence. Collaborate with teams to improve system stability and reliability.
• Implement proactive problem management activities to identify and address the root causes of recurring incidents, minimising their impact on digital services and enhancing service quality.
• Define and monitor service level agreements (SLA's) and key performance indicators (KPI's) to ensure digital services meet or exceed agreed-upon targets. Regularly report on service performance and implement corrective actions as needed.
• Ensure changes to the IT infrastructure are made in a controlled manner, minimising business impact. Assess, approve, and document all changes, and communicate them to relevant stakeholders.
• Develop and report on measures to evidence performance quality, providing insights for continuous improvement.
• Cultivate cross-functional relationships within the organisation and beyond, leveraging a customer perspective to shape demand and deliver cohesive digital services.
• Educate colleagues on customer relationship mindset and effective communication approaches.
• Maintain accurate and up-to-date information about the IT infrastructure, including hardware, software, services, licenses, and support arrangements.
• Collaborate with third-party suppliers and vendors to ensure adherence to service level agreements and effective delivery of services.
• Ensure compliance with relevant regulatory requirements, data privacy regulations, and internal policies. Proactively identify and mitigate operational risks, implement controls, and maintain audit readiness.

Person Specification

Qualifications

Essential

• Educated to a minimum of Master's degree level, or equivalent post graduate qualification or equivalent level of experience within a senior Digital Operations role
• Degree level or equivalent qualification specifically in IT/Informatics
• Evidence of management development through Continuous Professional Development and/or formal management course

Desirable

• Specialist training in areas such as: ITIL (level 3/4 practitioner or higher) and/or IT Service Management (ITSM) certifications and/or Cyber Security and/or Risk Management or equivalent

Knowledge

Essential

• Highly developed specialist knowledge and experience of managing Digital Operations acquired over a significant period
• Knowledge of service fulfilment processes, including account management, kit requests, asset lifecycle management, and equipment decommissioning. Understanding service catalogue management and demand responsiveness
• Proficiency in IT service management frameworks such as ITIL (Information Technology Infrastructure Library) and their application in incident management, change management, problem

Skills

Essential

• Ability to work to agreed goals, in a self-directed and professional manner Organisation and time management skills to manage and deliver a range of multiple complex tasks and projects to tight deadlines
• Ability to engage and influence and persuade a broad range of individuals and professional groups at all levels of seniority
• Proactive, creative and flexible approach to identifying and taking forward opportunities, shaping new ideas and partnerships
• Continuous Learning and Adaptability: A mindset of continuous learning and keeping up-to-date with emerging technologies and trends. Ability to adapt to changing business needs and technological advancements to drive innovation and improvements.

Experience

Essential

• Significant relevant experience within IT operations environment with a high degree of complexity acquired through training and experience over extended period
• Experience of managing a variety of stakeholders with conflicting agendas
• Experience of implementing relevant tools, techniques and models for reporting, capacity planning, and prioritisation
• Experience of preparing and presenting reports of complex, sensitive or contentious information at senior forums

Other

Essential

• Access to a vehicle which can be used for work purposes

Any attachments will be accessible after you click to apply.

236-NCA-AC396-23