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NHS Business Services Authority

About

The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people’s age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability.

The NHSBSA will not normally re-engage a former employee in any capacity including in a self-employed/consultancy capacity; through an agency; in a temporary or permanent post or to a supply list, for a period of 12 months after the redundancy date.

Contact

Address: NHS Business Services Authority; Stella House; Goldcrest Way; Newburn Riverside; Newcastle Upon Tyne; Tyne and Wear; NE15 8NY
Contact Number: 0191 203 5008

Find out more

Jobs Website

Closed

Ref: 914-BSA3253-A Vacancy ID: 4195902

SIAM IT Service Manager

Closed for applications on: 13-Jun-2022 00:01

Vacancy status: Closed

Closed for applications on: 13-Jun-2022 00:01

Location

Site: Stella House
Address: Goldcrest Way
Town: Fleetwood and Newcastle upon Tyne
Postcode: NE15 8NY
Major / Minor Region: Tyne and Wear

Contract type & working pattern

Contract: Fixed term: 12 months
Hours: Full time - 37.5 hours per week

Salary

Salary: £40,057 - £45,839 per annum
Salary period: Yearly
Grade: (NHS AfC: Band 7)

Specialty

Main area: Service Manangement

Detailed job description and main responsibilities

As an IT Service Manger working in the Technology SIAM Team, you will demonstrate a range of Service Management skills, managing
and supporting the Head of Technology SIAM to facilitate a more holistic approach to service management delivery in accordance with
ITIL V4 practices, within the service value chain; setting the organisation's policy and ensuring process adherence for service
management and governance.
Working under direction and within a clear framework of accountability, you will exercise some personal responsibility and autonomy to
plan the teams’ workloads in order to meet objectives and delivery timeframes.
Demonstrating excellent communication skills, you will be expected to participate in both internal and external activities in line with your
specialism to keep your skills up to date. With a clear ability to rationalise complex technical information, you will transform this
information, making it understandable for others to digest and work with.
Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritise requirements and optimise resource
utilisation, demonstrating a creative and innovative approach and advising on a number of standards, methods, tools and applications,
so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.
In this role, you are accountable for:
Specialist skills
1. Oversee the continuous development, transition and day to day operation of associated ITIL service management processes and
governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.
2. Guide the service desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping
service desk practices in the context of customer and user experience, working with internal and external stakeholders to provide
a strong value focused direction.
3. Lead the adherence to Service Management policies, processes and procedures, ensuring they are in place for the service desk
function and are followed by all Service Providers with non-conformance reported and reviewed;
4. Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements to
meet changing needs.
5. Ensure that relevant Service Management policies, processes and procedures are in place for each function and are followed by
all Service Providers with non-conformance reported and reviewed;
6. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge,
including attending relevant Communities of Practice.
7. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and
escalating as appropriate, any issues or conflicting priorities which may impact deadlines.
8. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer
review, learning logs, and engaging in appropriate communities.
9. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business
objectives.

Other areas of responsibility are explained in detail in the Job Description and Person Specification attached to this advert

The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.

At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.

We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

A copy of our Privacy Notice is available to view at the link below:

NHSBSA Privacy Notice

Person specification

Qualifications

Essential criteria

• Degree calibre with relevant in-depth knowledge of the subject matter • ITIL v4 Foundation (or prepared to work towards)

Desirable criteria

• Post Graduate qualification or equivalent • Relevant Professional Qualifications i.e. BCS
• Certification in Agile Service Management

Experience

Essential criteria

Significant knowledge and skills in the following area: • ITIL based service management • Experience of working within and across ITiL v3 framework and service value chain, including but not limited to:- o Incident Management (including Major Incident Management) o Problem Management o Knowledge Management o Service Request Management o Service Level Management o Change Management o Data, Asset & Configuration Management o Continual Service Improvement (CSI).
Significant knowledge and skills in the following area: • Leading and managing staff to deliver organisational goals and objectives. • Managing contracted suppliers against a KPI and service management/improvement framework. Managing Service Reviews and approval of supplier delivered reports.
Significant knowledge and skills in the following area: • Delivery of internal Service Management Reports. • Multi-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
Experience of • On-going Continuous Professional Development. • Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.

Desirable criteria

• Exposure to ISO27000 • ITIL based service management • Experience of all Technology management disciplines
• Experience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes • Working with technology experts to understand technical concepts and apply them to enable value for customers

skills and knowledge

Essential criteria

• Knowledge of implementing or working under the ITIL V3 framework in particular as part of the Service Operation stage of the lifecycle. • Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment
• A general and broad knowledge of current issues and advances across all service management disciplines • Experience with implementing, developing and supporting the improvement of Service Management toolsets. • Experience of service management delivery within a recognised ITSM operating model

Desirable criteria

• Experience of using project implementation methodologies • Knowledge of the ITIL V4 framework • A detailed knowledge of SIAM principles, aims and their application.

Professional Framework

Essential criteria

• Operating at SFIA level 5 across Complexity, Autonomy, Influence and Business Skills. • Operating at SFIA level 6 across specialist skill areas: o Strategy and Architecture/Information Management o Delivery and operation/Service Acceptance o Delivery and operation/Change Management o Skills and Quality/ Quality Management