Head of Service Management

Detailed job description and main responsibilities

Knowledge

Essential 

• Excellent written and verbal communication skills, particularly operating in a highly complex and, sometimes hostile, environment
• Knowledge of IT systems implementation
• Evidence of consistently delivering complex programmes/projects on target
• The ability to motivate people and harmonise diverse and conflicting viewpoints
• The ability to think strategically but also, where necessary, to engage in the detail of complex issues.
• Proven experience at a senior level of service management, leading change management projects and of partnership working across complex organisations and across disciplines
• Excellent diplomatic and negotiating skills for work in a complex and politically diverse environment
• Ability to build confidence with local stakeholders and groups of healthcare professionals
• The ability to be credible at Board level and with all staff with whom the post-holder is likely to work.
• The ability to communicate complex and detailed ideas to audiences with differing levels of understanding and needs
• The analytical ability to comprehend the critical elements of any situation, both quickly and accurately and to inform sound judgments
• Expressing ideas, plans and vision clearly, under all conditions, in order to gain acceptance and commitment from others to ideas and projects.

 Desirable

• A very good working knowledge of the NHS, and of the issues which are currently driving the NHS and the Programmes for IT
• Knowledge and experience of procurement in the public sector 

Skills and Experience

Essential 

• Significant experience of working within a large scale and complex service management structure, with a significant experience in a senior management position.
• Proven experience of leading a Service Management team
• Senior Management experience of ITIL disciplines.
• Proven experience of leading the implementation of ITIL Service Management process planning.
• Strong interpersonal skills & able to develop and maintain effective and credible relationships with business leaders and supplier management
• Proven experience of leading other managers in a matrix management environment to drive the achievement of desired outcomes with members of a team not under direct line management. 
• Senior Management experience of operating IT services.
• Motivated to provide relevant, prompt and high-quality advice and guidance
• The ability to form good working relationships with staff internally and externally.
• Ability to lead and motivate across diverse and multi-disciplinary teams
• A flexible approach to working, particularly day-to-day plans and location
• Strong personal impact, drive, enthusiasm, commitment and presence
• High level of IT literacy; excellent working knowledge of MS-Office                          
• A very good working knowledge of the NHS, and of the issues which are currently driving the NHS and the Programmes for IT
• Proven experience of managing the financial aspects of programmes with responsibility for budgetary control
• Excellent diplomatic and negotiating skills for work in a complex and politically diverse environment
• The ability to be innovative and imaginative in devising solutions to problems in novel and complex situations;                                    
• Proven experience of managing the financial aspects of programmes with responsibility for budgetary control
• Knowledge of Service Management which commands respect of fellow professionals;
• Excellent understanding of the NHS, Former NHS Digital and DH.
• Evidence of consistently delivering desired outcomes from service management activities.
• Strong leadership; able to select, develop and lead complex and multi-functional teams effectively and lead in a style appropriate to the situation

 Desirable

• Experience in business case development and public sector procurement. 
• Experience of working in a blue-chip professional services organisation.
• Experience of operating and delivering projects in the public sector

Qualifications

Essential

• Masters level degree or equivalent experience
• ITIL v2 Expert        
• Programme and/or Project management qualifications – MSP / PRINCE2
• Recognised Management qualification or equivalent experience
• Evidence of continuous professional development

 Desirable

• Membership of professional bodies such as itSMF, BCS
• Membership of the APM or PMI.
• Degree qualification in IT management.