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IT Service Manager - Cloud Operations

Posting date:	01 October 2024
Salary:	£61,927.00 to £68,676.00 per year
Additional salary information:	£61927.00 - £68676.00 a year
Hours:	Full time
Closing date:	20 October 2024
Location:	London, EC1V 2PD
Company:	NHS Jobs
Job type:	Permanent
Job reference:	C9273-24-0422

Summary

Leadership Provide leadership and direct line management for multiple service teams and vendors, and provide subject matter expertise to wider directorate service teams Mentor, coach and line manage multiple IT operations teams and services covering financial and absence management, including developing the teams skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps Asset and configuration management Responsibility for the full IT Asset Management lifecycle and status accounting across multiple service teams including usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of our asset portfolio Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying the location and state of assets Develop and contribute to taking a data-driven approach to investment decisions Availability and capacity management Responsibility for ensuring the implementation standards and procedures are met across multiple service teams, identifying capacity issues, interdependencies, stipulating the required changes and instigating these. Develop and lead on remedial action across multiple service teams Business analysis (IT operations) Work with stakeholders to identify objectives and potential benefits Investigate problems and opportunities in existing processes and, using quantitative and qualitative data - recommend and implement solutions to these across multiple teams Continual service improvement Identify process optimisation opportunities and lead the implementation of proposed solutions across multiple service teams Contribute to and support the implementation of complex process optimisation initiatives across multiple service teams Ownership and initiative Own an issue until a new owner has been found or the problem has been mitigated or resolved Incident management Act as the escalation point and resolve service-wide incidents, acting as the incident manager for critical or major incidents Prioritise the workload of the IT service teams to allow for effective investigation Monitor resolution activity and progress updates to customers Lead the Post Incident Review (PIR) for incidents contained to services in your portfolio, and contribute to PIRs that are enterprise-wide (affecting multiple service teams) Support the investigation of safety incidents and learning with clinical and operational leadership Be the responsible owner for the Incident Management policy and supporting processes Problem management Understand and identify problems Analyse (using quantitative and qualitative data) the impact of the complex problems and help identify the appropriate solution Classify and prioritise problems within your service portfolio Support the identification of safety risks and hazards with the clinical and operational leadership, including the contribution and ownership of risks owned for your service portfolio Financial management Understand how to balance cost versus value Consider the impact of user needs Budget authority and report on the financial delivery of your services (pay and non-pay) Monitor cost and budget for your services (pay and non-pay) and know how and when to escalate issues Relationship management Identify important stakeholders and relationships and work with teams to build these. Understand how to work with stakeholders and contribute to improving these relationships to drive better outcomes Service focus See the bigger picture and investigate + implement ways to get the best out of the underlying services to support the organisations strategic objectives and business priorities Service Management Operate your services within a Service Management Framework (example: ITIL practices covering incident, problem, change, service request management) Contribute to the assessment of other service teams against a set of standards/criteria, providing guidance and support to drive successful outcomes Service reporting Responsible for ensuring that the service management platform is kept up-to-date with all Customer service activities across multiple service teams Produce relevant reports in a standard format in an agreed timeframe (in-line with objectives and key results for individuals and teams) Work with stakeholders to discuss any changes in the reporting processes Gather and analyse quantitative and qualitative data and provide narrative that provides an interpretation for the dataset Strategic thinking Work within a strategic context and communicate how individual, team and service activities meet strategic goals Contribute to the development of strategy and policies with the directorate Create, develop and maintain operating procedures and policies for the IT services you are responsible for, and contribute to the development of enterprise-wide policies and operating procedures (where they span multiple teams) Ensure alignment of operating procedures and policies in-line with national, sector (ICS) and industry best practice where it makes sense to do so Technical understanding Understand core technical concepts relating to the services you provide and use the team of IT experts and vendors to get the best out of the underlying services ensuring we are continuously improving our services and maximising the value out of the investment were making User focus Identify user needs and engage with users or stakeholders to collate user needs evidence Understand and define research that fits user needs Use quantitative and qualitative data about users to turn user focus into outcomes Other Duties: Participate in the on-call service Deputise for the IT Senior Management Team as required Occasional work may be required outside of core business hours to support major projects / programmes All other reasonable requests Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape