Are you an experienced IT leader with a passion for delivering exceptional services? Do you thrive in a fast-paced and constantly evolving environment? If so, we are looking for a Head of Digital Service Delivery to join our dynamic Digital Operations team.

As the Head of Digital Service Delivery, you will be responsible for ensuring the efficient and effective delivery of our Digital services to our colleagues and external stakeholders. You will lead and manage a team of service delivery professionals, working closely with other Informatics & Digital (I& D) teams to ensure our services meet or exceed colleague and stakeholder expectations.

The successful candidate will have a proven track record in IT service delivery, a customer-centric approach, with great interpersonal skills and an ability to bring people together to collaborate. You should be able to translate technical language into non-technical terms and vice versa, be a strong communicator, and be comfortable managing multiple priorities in a fast-paced environment.

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 Head of IT Service Delivery will be responsible for building and driving a leading IT Service Delivery capability that ensures product, project, and service outcomes are maintained, supported, and delivered in line with service level expectations.

The post holder will need to operate within a multi-supplier model, ensuring that the appropriate IT services are in place to meet operational needs across the organization. They will need to collaborate with other I& D functions to ensure that services are fully integrated with other operational support processes, such as incident management, problem management, change management, fulfilment, and value creation.

The post holder will also be responsible for identifying and managing risks associated with IT service delivery, including security risks and business continuity risks. They will need to optimise service performance and value for money and manage strategic partner and supplier relationships that create value for the organisation. The post holder will need to develop, acquire, enhance, and maintain information systems, manage the operation of IT systems, and support and train users. Additionally, the Head of IT Service Delivery will act as a focal point of escalation for all issues related to Digital Service Operations, including issues with suppliers.

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 Head of Digital Service Delivery will be accountable for ensuring:

• Building and driving a leading IT Service Delivery capability ensuring that product, project and service outcomes are appropriately maintained, supported and delivered in line with service level expectations.
• Delivering a fit-for-purpose service operation that onboard's change seamlessly and delivers easy to use & innovative services which support the operation 24/7.
• Operating within a multi-supplier model ensuring that the appropriate IT services are in place to meet operational needs across the organisation.
• Collaborating with other I& D functions to ensure that services are fully integrated with other operational support processes, such as incident management, problem management, change management, fulfilment, and value creation.
• Leading initiatives to automate and streamline IT operational support processes, including the use of Lean/ITSM/DevOps methodologies and tools.
• Delivering and driving improvement in processes such as major incident, service request, end-user technology management, IT operations monitoring, automation and reporting, change, and problem management.
• Driving the reduction of problems and incidents.
• Identifying and managing risks associated with IT service delivery, including security risks and business continuity risks.
• Defining, assessing, and reviewing delivery processes, procedures, tool standards, and IT support services.
• Leading the development and implementation of IT Service Management policies, procedures, and standards, and ensuring that they are followed throughout the organisation.
• Controlling the IT Service Operation whilst overseeing non-negotiable activities such as maximising excellent stakeholder experience.
• Establishing/managing a sourcing strategy for IT support and delivery by understanding needs and requirements across the whole Trust.
• Management of the IT service help desk(s).
• Management of strategic partner(s) and supplier relationships that create value for the organisation.
• Developing technology strategies for database administration, infrastructure, service delivery, etc. that align to and support the Trust's objectives.
• Optimising service performance and value for money.
• Developing, acquiring, enhancing, and maintaining information systems, managing the operation of IT systems, supporting and training users.
• Collaborating closely with the Infrastructure and Development teams to ensure escalated incidents and requests are resolved within agreed SLA's.
• Acting as a focal point of escalation for all issues related to Digital Service Operations, including issues with suppliers.

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
• Highly developed specialist knowledge, acquired through a combination of in-depth experience and post-graduate/post-registration study obtained through a master's degree, equivalent experience or significant formal training or research.
• Evidence of management development through Continuous Professional Development and/or formal management course
• 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

Knowledge

Essential

• Highly developed specialist knowledge and experience of managing Digital Operations acquired over a significant period
• Knowledge and experience of risk management
• Significant knowledge and experience of applying budgeting, benefits tracking and demand management principles to both capital and revenue allocations

Skills

Essential

• Ability to engage and influence and persuade a broad range of individuals and professional groups at all levels of seniority
• Strategic thinking - ability to anticipate and resolve problems before they arise

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 conducting negotiations relating to highly complex matters both internal and external to the organisation
• An understanding and knowledge of the workings of the NHS, the challenges it faces and of the reform agenda.
• Significant experience of developing and implementing technology processes and procedures and delivering transformational change in Digital Operations
• Experience of managing resources and budgets
• Proven track record of leadership
• Access to a vehicle which can be used for work purposes

Employer details

Employer name

Northern Care Alliance NHS Foundation Trust

Address

Salford Royal

Stott Lane

Salford

M6 8HD

Any attachments will be accessible after you click to apply.

236-NCA-AC392-23