Job summary

Inviting all talented and ambitious technology professionals! As the Senior Manager for Digital Service Delivery, 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 developing an exemplar service that exhibits prompt and courteous support to end-user that embraces value-driven practices, you will have a keen eye in monitoring and undertaking improvement initiatives, allowing for quick identification of trends and proactive measures to prevent recurring issues.

You will inspire and collaborate, promoting knowledge sharing and cross-training among its team members. With a customer-centric approach, and a desire to consistently exceed service level agreements and customer satisfaction targets.

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 main objective of this role is to lead and oversee the provision of a comprehensive Service Desk, Technical Support, and Field Technician response for all colleagues within the NCA and across its many community sites. Collaborating with a peer group responsible for delivering technical support across different technologies, you will ensure the continuity of IT services while adhering to budgetary and risk constraints.

As the leader of Digital Operations' first line response, your focus will be on improving response times and finding valuable solutions to minimise disruption. Guiding and managing a skilled and motivated team, you will foster a culture of collaboration and empowerment to efficiently maintain services and deploy IT hardware and software.

In addition to ensuring Digital Service availability and quality standards, you will provide direction for meeting budgets and aligning workforce planning with demand. Driving continuous improvement within the service desk environment, you will constantly seek better ways to deliver excellent customer service and satisfaction to Digital Service users, initiating and delivering improvement initiatives as needed.

This role goes beyond the day-to-day management of the Service Desk team. It requires a deep understanding of the diverse demands from the NCA's 21,000 employees and their work pressures.

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 Service Delivery will be responsible for

• Developing and implementing service desk policies, procedures, and standards to ensure consistency and quality of service delivery.
• Monitoring and analysing service desk metrics to identify areas for improvement and implementing changes to improve service levels.
• Collaborating with other I&D teams to ensure seamless integration and delivery of IT services.
• Management of the day-to-day relationship with the Trusts c.21,000 technology users via the senior management levels, across teams and to all functional areas.
• Setting and achieving standards that allow for the provision of services based on best practices and ensuring that efficient resolution of faults and customer feedback are addressed as a matter of priority.
• Calculating and reporting on customer satisfaction levels and devising solutions for any out-of-line situations.
• Ensuring implementation and widespread understanding of industry best practices in the fields of service desk support and customer service.
• Ensuring that service desk staff are adhering to security policies and procedures to protect the organisation's data and assets.
• Implementing, documenting, and reviewing procedures and processes to improve the service desk functionality; creating working training and procedural documents that reflect best practice, are well understood, and maintained.
• Encourage collaboration and knowledge sharing among the teams to foster a culture of continuous learning and improvement.
• Establishing clear performance expectations and objectives for the team members, including measurable targets and key performance indicators (KPI's).
• Providing ongoing coaching, feedback, and support to encourage continuous improvement.
• Conducting regular performance evaluations to assess progress against targets and identify areas for improvement.
• Developing and implementing service desk reporting mechanisms to communicate service desk performance and customer satisfaction to senior management and other stakeholders.
• First line escalation point for Service Delivery team leaders.
• Resolution of any/all day-to-day staffing issues, coaching, development, and performance management of the Service Desk teams.
• Promoting, championing, and driving the use of ITIL, LEAN and Value Creation best practices across the Digital Operations function.

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
• ITIL (level 3/4 practitioner or higher) and/or IT Service Management (ITSM) certifications

Desirable

• Specialist qualifications in Business Value Specialist (CBVS), Value Management Professional (VMP), Lean Six Sigma Green Belt or similar

Knowledge

Essential

• Highly developed specialist knowledge and experience of managing Digital Operations acquired over a significant period
• Highly developed specialist knowledge in customer service techniques, effective communication, and conflict resolution to effectively interact with customers, understand their needs, and deliver exceptional service.

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-AC397-23