NHS PROPERTY SERVICES LTD. Job Description

Transcription

1 NHS PROPERTY SERVICES LTD Job Description Job title: Service Manager Level: 4 Type of role: Base: Travel requirements: Responsible to: Directorate: Job reference: Permanent London As required in England Head of Service Management Technology Services TSOPS05 Established in 2013, NHS Property Services is a property owner, service provider and advisor, helping to shape the estate of the NHS for the future. We have one goal: to ensure the NHS makes the right property choices that enable excellent patient care. Our portfolio is one of the largest in the UK, comprising more than 3,000 properties with 7,000 tenants across England. At a total value of more than 3bn, this represents about 10% of the total NHS estate. Our properties range from listed buildings through to award-winning, state-of-the-art integrated health campuses. Main purpose / scope of the role To manage and develop a multi skilled virtual team across the Technology Services functions - Service Desk, Tech Ops and Application Support services. The role requires the ability to resource plan, and day to day coordination of the service management teams through line management, people management, and leadership in order to deliver a first-class service across the Technology Services functions to the NHSPS business driving the aligned Technology Services metrics through CSI and clear MI. In addition, the post holder will be expected to align with the Vendor & Commercial Manager, other peers, and colleagues to drive continual service improvement across the NHSPS Technology Services suppliers and the services delivery.

2 Key Responsibilities Day to day line management and people management across the Service Management functions. To provide weekly and monthly MI reporting across the service management functions. To ensure daily reporting and dashboards are maintained and align with the Technology Services targets. To maintain and build a close business relationship with key NHSPS colleagues in order to fully understand their role & responsibility across NHSPS and secondly to understand the business effecting technology Incidents, Problems and Changes, to keep them informed of the high level resolution process thru timely, and clear communication both written and verbal. Contribute to delivery of both the Tactical and Operational goals across Technology Services. To ensure all supporting process, and documentation across the Service Management functions are maintained and adhered to without exception. To escalate and liaise with 3rd party suppliers as applicable. To report through clear communication in to the Technology Services senior management team any issue which could significantly impact the organisation or one of its customers. To ensure and build a repeatable, first class level of Service Management in accordance with the ITIL framework. To define ITIL based policies, processes and procedures to deliver operational technology services and ensure governance and consistency and to continually review and improve. To assist in information and data capture activities for auditing purposes. To support the application support team around release management and deployment best practise To assist in the Service Transition of services into Technology Services (which may include the low-level review of MSA and alignment with TS/ITSM standards) To coach and mentor team leads, and indirect reports across the service management function. To manage concurrent potentially complex issues, in a technology environment across internal and external teams. To provide day to day line management, people management and resource planning across the service management teams. Assist in bringing the service closer to the customer and driving a high level of first time fix, and self-serve thru self-service. Deliver and contribute to Technology Services initiatives. The Service Manager will assist the Service Management function teams with the following additional activities:

3 The maintenance and review of the knowledge database used within the Technology Services. The maintenance of self-help documentation (FAQ), and services used by and accessible to all staff. The maintenance of the Service catalogue used by all staff. The maintenance of process documents used within the Technology Services. The creation of weekly, and monthly service management stats for review at team meetings. Propose innovative new ways of improving the services provided by the Operational Support team. Assist with the delivery of the Strategic goals across Technology Services. Manage the introduction of new services and transitional activities into the Service Management functions. Work on Ad-Hoc projects as required, including timely reporting.

4 Person Specification Qualifications Knowledge Experience Skills Essential Industry Recognised Computing qualifications ITIL v3 Foundation Active Directory Microsoft full Product Suite Cloud based services Networking ITIL Service Lifecycle framework Demonstrable experience in a similar role Customer facing both internal & external Adapting to change within a high -pressure environment Ability to reprioritise activities based on changing requirements and or conflicting priorities Experience of delivery/working within ITIL environment Experience of Line Management / people management Experience of working and engaging with both technical and non-technical staff Experience of delivering SLA/KPIs Excellent communication at all levels, both written and oral Ability to communicate clear and concise business communications Desirable Evidence of continual personal development ITIL Service Lifecycle o Service Operations o Service Transition o CSI ITIL Practitioner Service Desk accreditation Project Management and DevOps Methodologies Prince2 / Scrum / Agile / Waterfall Cyber Essentials Knowledge of ISO accreditation Leadership: experience - coaching, mentoring

5 Ability to produce and present MI and project related reports Natural problem-solving skills with a pragmatic approach to achieving goals Personal qualities/abilities Other requirements as applicable Focused, Pragmatic, flexible adaptive approach Self-starter / quick learner Positive can-do attitude Attention to detail Good time keeping (lead by example) Customer / Service Management bias Self-motivation and drive to succeed Analytical trouble-shooter Be a driving force for innovation and continuous improvement of people, systems, processes and services.