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Arden and GEM Commissioning Support Unit
About
Arden & GEM is one of the largest Commissioning Support Units in the country. Our customers include more than 60 Integrated Care Boards (ICB), NHS England, local authorities and a range of care providers.
With offices throughout the Midlands, North West and South East we cover a core geographic patch that extends to Greater Manchester in the north and Essex in the south. Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
We provide real value to our customers by working at scale, creating the synergies and innovation that ultimately drives improved patient outcomes and makes commissioning resources work harder.
Our cornerstones are quality, value, innovation and complete customer focus.
Contact
Employee Services [email protected]Operation Service Desk Manager
Accepting applications until: 03-Jul-2024 23:59
Vacancy status: Open
Accepting applications until: 03-Jul-2024 23:59
Key details
Location
- Gwefan
- St Johns House
- Cyfeiriad
- 30 East Street
- Tref
- Leicester
- Cod post
- LE1 6NB
- Major / Minor Region
- Warwickshire
Contract type & working pattern
- Contract
- 9 months (Fixed term till 31/03/2025)
- Oriau
- Full time
- Home or remote working
Salary
- Cyflog
- £50,952 - £57,349 per annum
- Cyfnod cyflog
- Yearly
- Gradd
- (NHS AfC: Band 8a)
Specialty
- Prif leoliad
- Service Desk
Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.
Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
Arden & GEM CSU is committed to supporting the redeployment of our at risk employees. In line with our policy, staff at risk may be given preferential consideration to posts that could be considered suitable alternative employment. We reserve the right to close, delay or remove adverts while this process is completed. We apologise if you experience a delay in the shortlisting stage of the recruitment cycle.
Trosolwg o'r swydd
We are looking for someone who is highly motivated and who can make a high impact to our Service Desk. We are lucky that we have very competent staff already in place but now require an Operational Service Desk manager to provide Service management support till end of March 2025.
The Operational Service Desk manager will act as a main lead for the SART (Systems, Application and Reporting) Service Desk managing a multi-skilled team with geographical challenges and will work as part of the management team within the service alongside the Head of Systems, Business Analyst Lead, Reporting Solutions Architect and Senior Team Managers.
This role will be expected to devise, operate and manage within Service Level Agreements/Operational Level Agreement standards expected by customers for the Service Desk function and deliver against the ITIL Framework.
The Operational Service Desk manager will aim to:
- Foster a culture of continuous improvement by reviewing service performance, soliciting feedback from stakeholders, and identifying opportunities for optimisation.
- Implement service improvement initiatives to enhance service quality and efficiency over time
- Provide stakeholders with visibility into service performance, adherence to SLAs, and overall service health
- Review effectiveness of practices and make adjustments as needed based on changing business requirements, technology advancements, and feedback from stakeholders.
Advert
As the Operational Service Desk Manager, you will:
- Manage the Service desk team and provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions.
- Be responsible for oversight of Problem management, developing processes/Standard Operation Procedures to manage customer expectation in the investigation, communication and resolution.
- Have oversight of customer complaints/queries and identify and implement operational improvements within the team and service.
- Manage the end to end management of major incidents including overseeing the creation of post incident reports, communication with stakeholders to reach a resolution and conducting post incident reviews
- Able to co-ordinate root cause analysis
- Responsible for Change management
- Responsible for Release management
- Provide Service Level management and reporting
- Continuous Service Improvements with proactive identification of service improvements
- Design robust incident and problem management processes to quickly identify, prioritize, and resolve service disruption and underlying issues
Gweithio i'n sefydliad
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services.
Only applicants with the right to work in the UK need apply.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
Full vacancy details can be found in the attached Job Description / Person Specification.
Please refer to your suitability to the post in your supporting information from the role requirements or person specification.
Person specification
Person Specification
Meini prawf hanfodol
- Educated to Degree level in relevant subject or equivalent level of qualification
- Demonstrated experience of managing change in complex and challenging environments
- Significant experience of managing staff including through formal HR processes including absence, performance, disciplinary and grievance.
- Significant experience of working at a similar level in specialist area
- Experience of setting up and implementing internal processes and procedures.
- Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales
Meini prawf dymunol
- ITIL trained
- Demonstrated experience in a Healthcare environment
- Comprehensive knowledge of change management techniques and tools
Further details / informal visits contact
- Enw
- Shehnaz Devji
- Teitl y swydd
- Head of Systems, Application and Reporting
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 07799 864876
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