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Associate Director of IT Business Operations

Essex Partnership University NHS Foundation Trust
Depending on experience per annum
Closing date
1 Jun 2023

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Other Health Profession
Band 8C
Contract Type
Full Time
Job summary

We are excited to be offering a senior opportunity to join Essex Partnership University Foundation Trust at a time of transformation and change.

With a new trust strategy putting digital at the heart of transformation, this opportunity will allow the candidate to be part of a new era for how digital services shape the way we deliver care.

Leading the IT Service Operations team, you will lead a diverse team providing IT Service Desk, 2nd and 3rd line technical support as well as ensuring governance and quality at all times. This role will be the face of IT Service and responsible for the delivery of a best-in-class operational IT experience. Your role will also be responsible for managing and supporting the numerous platforms and technologies employed by IT and expected to champion and drive continual improvement initiatives in collaboration with peers and other IT teams and business areas.

As part of the IT Leadership team, you will ensure the effective and efficient delivery of the IT Support and Service strategy. Through industry best practice-aligned solutions and right resourcing this role is accountable for guaranteeing an outstanding customer experience that will enable the business to meet its strategic goals.

Main duties of the job

As an experienced leader with demonstrable experience of transformational change in relation to Service Operations, you will provide both energy and a vision on how to deliver great IT service.

This post is accountable for the provision of an effective day to day IT support service to both internal and external users, including the planning, organising and delivery of an effective IT service desk function.

With exceptional people skills, thriving on delivering results by developing people and teams, you will be a motivator directly encouraging and driving the team to keep up with the pace of change they experience. You will be able to visualise, articulate and solve complex problems and concepts to a range of stakeholders in both technical and non-technical terms.

The post holder will operate at a level of technical excellence to ensure that the service provided is fit for purpose and delivers the best possible technical solutions to meet the needs of the wider business.

About us

EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;

o Season Ticket Loans

o NHS discounts for staff

o Excellent Training facilities and opportunities

o Buying and Selling annual leave scheme

o The opportunity to work bank shifts and expand knowledge and experience in other areas

o Salary Sacrifice schemes including lease cars and Cycle to Work

o Day One Flexible Employer

The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment

Join our Staff bank

What is Staff Bank?

Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.

All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.

If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.

Job description

Job responsibilities


This post is accountable for the provision of an effective day to day IT support service to both internal and external users, including the planning, organising and delivery of an effective IT service desk function.

The post holder will operate at a level of technical excellence to ensure that the service provided is fit for purpose and delivers the best possible technical solutions to meet the needs of the wider business.

This post will be responsible for managing expectations for how operational technical staff can be utilised on non BAU activities where capacity allows.

This post is responsible for liaison with external customers and organisations including dispute resolution, contract management and strategic planning.

This post is accountable for the delivery for all Trust operational cyber security services. This will includes security patching, security configuration, protective monitoring, security incident response, security testing and vulnerability remediation.

This post is accountable for ensuring all IT policies and procedures meet the requirements of ITIL and that all staff are trained in, understand and use ITIL processes as part of their daily routine.

This post is responsible for ensuring that IT services are managed and organised in line with ITIL best practices, local IT strategy and the requirements of the NHS Connecting for Health Programme.

The post has responsibility for all aspects of IT Service Delivery including financial and operational decisions.

The post has budgetary responsibility for the staff pay and non pay budgets for the team. Accountable for budgetary spend and approval

  • Accountable for an efficient and cost effective IT Service Delivery across this trust and external customers organisations.
  • To establish and agree service levels with both internal and external customers in respect of IT services and in line with available resources, and to monitor the performance of these.
  • To ensure agreed resources are available to support the delivery of projects, in line with PMO governance
  • Accountable for the transition of new technology and services from project status to service including ongoing availability, maintenance and training
  • Provide hands on customer service expertise and management when required and when staff do not have the expertise or knowledge.
  • To build and maintain performance management systems to ensure that service levels meet and exceed required standards.
  • Accountable for the ongoing maintenance of all IT equipment and services
  • To advise customers on IT strategic planning and business integration
  • To act as IT advisor to key trust and PCT projects and provide advice on compatibility with existing IT and future plans.
  • To provide a technical escalation point for any technical issue that has not been solved by other staff, identify criticality and resolution together with timescales, reprioritising existing commitments as required.
  • To have line management responsibility for the Deputy Head of Service Delivery specifically and the Service Delivery team generally, ensuring high quality performance management, appraisal, personal development planning and compliance with Trust policies.
  • To coach and mentor ITT Service Delivery Staff and other staff within the organisation as appropriate.
  • Responsibility for the management of budgetary (revenue and capital) planning for ITT services in respect of financial, physical and human resources, in line with Trust HR and finance procedures.
  • To advise the Director of ITT and the Trust Board on the long term implications of IT policy and planning.
  • To take accountability for effective management of the network and server infrastructure including availability, capacity and optimal performance of relevant systems and services.
  • To identify, disseminate and educate IT and other staff on future technologies beneficial to IT service delivery and be accountable for their evaluation, piloting and adoption.
  • To ensure that high quality technical documentation is produced to support all areas of the service desk and its support procedures.
  • To provide advice on the procurement of software and its licensing needs to meet the requirements of the local strategy, NHS regulations and the Connecting for Health Programme.
  • To ensure that departmental Change Control, Standard Operating Procedures and escalation mechanisms are consistently adhered to by all ITT Service Delivery personnel.
  • To be accountable for service continuity and disaster recovery in respect of IT Service Delivery, including major incident action plans.
  • To manage external IT contractors and contract negotiations, as necessary.
  • To have a flexible approach to working hours, participating in the departmental on-call rota as required.
  • To manage customer expectations by providing realistic timescale estimates and giving early warnings of any likely delays.
  • To review and respond to all IT initiatives from National or Local levels, which may have an operational and strategic impact on the Trust.
  • To communicate complex technical and non technical information to large external audiences i.e. third party hosted seminars, where the audience is unknown to the post holder. In addition, presentation of complex information to non technical groups in formal settings i.e. IT Steering group, senior managers and often when groups have conflicting interests.

Person Specification



  • 7+ years in an IT Support Operations management role
  • Solid experience of managing and developing staff, budget management and experience of supplier management


  • Evidence from employment history and achievements



  • ITIL v3/v4 Foundation


  • Prince or other project methodology qualification
  • ITIL Service Lifecycle modules e.g. Service Transition



  • IT Service Management System knowledge and experience
  • Broad understanding of infrastructure and network technologies, including MDM, Cloud, firewalls, Saas


  • Experienced implementation, upgrade or roll out of service management processes and tools
  • Ability to act as advisor on the impact of proposed technologies on the existing IT service

Any attachments will be accessible after you click to apply.


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