Head of Technology Service
| Posting date: | 10 December 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 09 January 2025 |
| Location: | City of London, London, EC1A 4JP |
| Company: | Nuffield Health |
| Job type: | Contract |
| Job reference: | JR0083322_1733822434 |
Summary
Head of Technology Service (12-month Fixed-Term)
Barbican/Hybrid | Technology | Fixed-Term Contract: 12 Months | Full-Time
Competitive salary, depending on experience
37.5 hours per week
Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.
As a Head of Technology Service, you'll bring experience leading and developing 1st line Service Desk teams - driving automation and a shift left from 2nd and 3rd line teams. You will be accountable for all aspects of Service Management - embedding a service-first culture inside our Technology delivery units and owning/developing our major incident service and communications - essentially driving an improvement to the services we provide across our hospital and gym estate and managing site impact to the SLAs and KPIs you will define and improve.
As a key leader within the Technology function you will be the key point of contact for our hospital and gyms leadership community and have a broad scope of accountabilities to own and improve, including deskside support, hardware rollout across our estate and management of our Regional Engineering teams who provide on-site IT support to our frontline staff.
You will be highly experienced in effective demand management, resource utilisation and managing stakeholder expectations and have a proven track record managing and developing technical and customer service specialists, managing tiered and matrix teams as well as have a record of successful delivery of solutions as an individual, team leader, and/or development manager. You will also have a suitable degree or vocational qualifications.
Our Head of Technology Service will contribute to our purpose and strive to build a healthier nation through being accountable for provision of regional support services across Nuffield Health sites.
As our Head of Technology Service, you will:
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Collaborate with Technology Leadership and Service Managers to define Technology service management processes and standards.
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Own the strategy for and management of first-line channels of IT Service and Support, with an aim to resolve customer queries at the earliest possible stage. Lead the provision of 1st and 2nd line Technology support across Nuffield Health, working across all Technology teams and operational functions.
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Own Nuffield Health's Major Incident Management process
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Ensure delivery of excellent customer service throughout all engagement with the user to improve user satisfaction. Proactively develop the quality of the service offered to the end users and the efficiency of the delivery of that service.
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Lead, coach, mentor and manage regional technology support teams in the resolution of incidents and handling of service requests in a professional and timely manner.
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Work with Service Managers across Technology to monitor adherence to processes and delivery against SLAs to maintain and improve quality levels.
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Collaborate effectively with other members of the Technology management and leadership teams to ensure universal coverage of Nuffield Health solutions and services.
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Be accountable for the service provided by the Technology Service Desk.
To be successful in this Head of Technology Service role you will have:
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Experience in effective demand management, resource utilisation, and managing
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stakeholder expectations
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Experience managing and developing technical and customer service specialists, managing tiered and matrix teams
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A record of successful delivery of solutions as an individual, team leader, and/or development manage
Helping you feel good.
We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.
Join Nuffield Health and create the future you want, today.
If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.
It starts with you.