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Client IT Service Delivery Manager | NHS Midlands and Lancashire Commissioning Support Unit
| Posting date: | 29 July 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £43,742 - £50,056 per annum |
| Hours: | Full time |
| Closing date: | 28 August 2024 |
| Location: | Chester, CH2 1HJ |
| Company: | Midlands and Lancashire CSU |
| Job type: | Permanent |
| Job reference: | 6521132/877-CSU-6158871-A |
Summary
An exciting opportunity has arisen within IT at MLCSU, and we are looking for a Client IT Service Delivery Manager to join the IT Service Delivery Team, who will be primarily overseeing the delivery of BAU services within the South region alongside line management of one of the Service Desk Managers.
We are looking for an enthusiastic, self-motivated, flexible and passionate individual to join the Service Delivery Team. Candidates must have significant proven service delivery skills, knowledge and experience, strong leadership skills and a comprehensive understanding of IT Service Management and Service Delivery principles. Significant experience and knowledge of working in an ITIL aligned service environment, with a dedicated focus on best practice and working / operating to best practice guidance and service standards.
Candidates must have a customer focused approach, excellent communication, presentation and interpersonal skills and the ability to build key relationships with key stakeholders.
You will need a flexible approach to a varied workload and have the ability to work autonomously and as part of a team in a very dynamic environment, coupled with commitment to providing efficient and effective service is essential.
As a Client IT Service Delivery Manager, you will be responsible for the day-to-day management and delivery of the Service Desk and Service Delivery functions for multiple strategically important client contracts. You will be required to develop effective work schedules to enable operational planning, delivery, and progress reporting; liaise with client leads, CSU Colleagues and collaborative partner organisations as appropriate, and ensure contractual obligations are achieved.
The successful candidate will have excellent organisational and communication skills, good general ITIL knowledge and will ideally have worked in an IT environment with Specialist knowledge of IT Service Management and Service Delivery principles. You will need to be an experienced and proven Service Manager with experience of planning and developing schedules of work including allocation of resources and the management of services.
The post holder will lead and manage a team of staff ensuring that services are managed and delivered successfully to contractual specifications and to agreed SLA’s. You will be comfortable engaging constructively with technical, non-technical, clinical, and corporate colleagues both within the CSU and partner / client organisations.
Experience of writing and presenting reports, analysing and interpreting data, and the IT Service Delivery function will be a requirement of the post.
NHS Midlands and Lancashire Commissioning Support Unit (MLCSU) is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction.
We work together as a team of over 1,600 expert staff based across the Midlands and Northwest to make a difference – for our customers, patients and communities. Offering a full range of professional services to Integrated Care Boards (ICBs), hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies across the country.
Our vision is to be pivotal in fully supporting the delivery of major improvements in health and wellbeing for populations we serve, and our values underpin everything we do:
• Quality and excellence
• Adding value
• Partnership working
• People matter
• Transparency and integrity
MLCSU is committed to our process of redeployment at risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.
Main job responsibilities
You will:
• Work closely with managers and their teams to ensure successful delivery of operational services and projects to all clients, in line with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Provide best practice guidance and ensure the Service operates to best practice standards.
• Provide line management for the Service Desk Management and Team; ensuring that you are a positive role model, undertaking appraisals, recruiting and enforcing HR procedures (including progressing any disciplinary or capability issues), as necessary.
• Develop, produce and present SLA and KPI reports on a monthly basis for Service Delivery using a number of different reporting tools; and meet with clients and key stakeholders on a regular basis to report on service delivery
• Develop and distribute clear communications to internal teams and external clients as per agreed processes.
The following five criteria are essential criteria for the role. These will be used for shortlisting and interviews, so it is important that you answer these questions fully in your application form to give yourself the best chance of being selected for interview.
Qualifications
Educated to degree level or equivalent qualification/experience, plus additional managerial knowledge.
Experience
Significant leadership or management experience
Working knowledge and experience of implementing industry frameworks/standards/best practices, such as ITIL and SDI
Skills, Knowledge & Competencies
Comprehensive knowledge of Service Management and Service Delivery principles, specifically experience of working in an ITIL compliant organisation and working with an ITIL compliant operating model in a large scale organisation.
Ability to obtain, analyse and interpret data and information from multiple sources using excellent numerical, presentational, and communication skills.
For the full job description and person specification, please see the supporting document. This document has a number of criteria that we would ideally want in a candidate. We know that you might not meet all the criteria for the role but please don’t let that stop you from applying. We understand that you may bring other skills and experience to this role that we might not have thought of.
This advert closes on Thursday 8 Aug 2024