IT Service Manager Customer Engagement

Detailed job description and main responsibilities

In this role, you are accountable for: 

Specialist skills

Oversee the continuous development, transition and day to day operation of associated ITIL IT service management practices and governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.

Ensure that relevant IT Service Management policies, processes and procedures are in place for the Service Management function.

Oversee the implementation of policies, processes and procedures and standards, pro-actively identifying and proposing improvements or enhancements to meet changing needs.

Lead the adherence to IT Service Management policies, processes and procedures, ensuring they are in place for the Service Management function and are followed with non-conformance reported and reviewed;

Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.

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.

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. 

Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives. 

 Staff

Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.  

Enabling the performance of others, including objectives setting fully aligned to departmental and organisational objectives and goals, and the development and motivation of staff to achieve them.  

 Conducting meaningful appraisals and 1-1s, develop and monitor training and personal development plans, setting performance targets and monitoring progress against agreed quality and performance criteria. 

Advises individuals on career paths and encourages pro-active development of skills and capabilities.  

Undertake recruitment and selection in line with organisational processes and participate in the implementation and delivery of initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business landscape. 

Provide and encourage 360 feedback to support and promote the personal development of teams and individuals. 

 Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions and , processes and work as required, and in conjunction with agreed procedures. 

Pro-active management and review of staff workload, management information and resource requests to inform forward planning and resource management, whilst completing own assigned tasks, to a high quality and within agreed timelines. 

Financial Management

Responsibility for contributing to budget management processes in accordance with NHSBSA’s policies, standing orders, financial regulations and legislative requirements.

Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within DDaT.    

Monitoring budget spend and resource estimates against projects and change initiatives. 

 Relationship Management

Effectively engage and collaborate across multiple disciplines to ensure consistent approaches, methods, standards, and patterns are holistically applied.

Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation;

 Implement stakeholder engagement/communications plans, such as handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.  Escalates issues or problems where appropriate.

Information Management

Implement, monitor and report on a number of areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.

Delivery Management

Delivering continuous improvements to enhance own and business areas; co-ordinating and delivery of work across multiple strands such as continuous improvement, project related work, and operational tasks, escalating issues at appropriate times.  

Preparing and executing plans to enable the delivery and management of projects and programmes undertaken by the team.  Providing operational direction in the preparation of plans to deliver systems and service across the organisation.    

Manage, develop and implement approaches, strategies, standards, practices and policies across the team, ensuring and monitoring the timely delivery of business objectives within budget through the management of projects and programmes. 

Challenge and provide feedback to create functional and non-functional requirements to ensure the overall needs of the business are met from a DDaT perspective as well as adherence to business objectives and alignment with DDaT Strategy 

Participating in procurement processes for hardware and software by reviewing functional requirements and providing non-functional requirements to ensure the overall needs of the business are met from a DDaT perspective. 

 In addition to the above accountabilities, as post holder you are expected to:

·       Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.

·       Demonstrate NHSBSA values and core capabilities in all aspects of your work.

·       Foster an environment where your own and colleagues’ safety and well-being is promoted.

·       Contribute to a culture which values diversity and inclusion.

·       Comply with NHSBSA policies, procedures and protocols as they apply to your role.

·       Based in either Newcastle or Fleetwood with occasional travel between the two locations.