ICT Deputy Service Delivery Manager

Job overview

The Deputy Service Delivery Manager will manage all the Service Desks' BAU activities, whilst developing the Service Desk Operations. They will be service-oriented striving in delivering exceptional customer service and having an impact on creating positive teams. They will be responsible for both efficient day-to-day operations and thought leadership on strategy that optimise the Service Desk model. They will be required to provide customers and staff with technical support and be responsible for managing daily technical operations while ensuring overall efficiency. The ICT Service Desk Manager will oversee the work of the Service Desk staff, providing guidance, supervision, and discipline as needed whilst developing Service Desk.

Collect and analyse metrics, provide reports regularly, and routinely assess the efficiency, effectiveness, and technical proficiency of the Service desks. This will ensure Informatics performance and quality targets are met across all corporate services.

Problem-solving as appropriate and developing and implementing lasting solutions in conjunction with clinical and managerial colleagues.

Continuously strive to improve the Service desks and promote the role of NELFT Informatics in enhancing patient experience by ensuring clinicians have appropriate tools to support patient care.

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• Ensure that the Service Desk management team provides enough presence during core operating hours and work on site a minimum of 3 days a week.
• Ensure all incidents and service requests are managed in accordance with NELFT service level agreements.
• Deliver the highest standards of customer service to internal and external customer, striving to continually exceed customers' expectations for Service Delivery.
• Be responsible for the management of Service Desk services within NELFT Informatics Service Delivery.
• Ensure that critical information is provided to the acting Incident Manager to communicate to service users during outages.
• Ensure the Service desks consistently meets service delivery targets through established capacity and business continuity plans.
• Monitor and evaluate staff and department performance against objectives. Maintain a Service Desk staff Skills\Training Matrix for staff development.
•  Coach and develop the Service Desk teams.
• A thorough understanding of the strategic vision for the Service desk and the ability to set the long-term direction of the Service Desk teams.
• An ability to market and promote the Service Desks and to advocate for necessary resources, support, and appreciation for the Service desks.
• An ability to balance and plan the short-term actions of the team.
• Mapping the customer journey and creating a knowledge management strategy. Automating knowledge sharing and workflows. Implementing AI technology and virtual agents.

Working for our organisation

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust.  All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment.  As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes.  The induction will be held at our head office in Rainham, Essex.

High Cost Area Supplement - Outer London

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436 p.a. pro rata for part time).