This is an exciting opportunity to play a key role in supporting IT services for the NHS Business Services Authority (NHSBSA) and our customers. We are looking for an experienced and motivated individual to join the IT Service Management team on a 12-month fixed term opportunity covering maternity leave
Based in either Newcastle or Blackpool, this role combines both Problem Management and Change Enablement responsibilities across two critical ITIL practices that support service stability, governance and continual improvement across DDaT
You'll lead and coordinate the management of IT problems and changes across the organisation, ensuring robust governance, risk management and service assurance processes are followed. Working closely with resolver teams, delivery teams, security and senior stakeholders, you'll help minimise service disruption and improve service resilience
The role includes oversight of IT changes, root cause analysis, Post Implementation Reviews (PIRs), trend analysis and driving actions through to completion to prevent repeat incidents
What do we offer?
27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working (we are happy to discuss options such as compressed hours or reduced hours)
Flexi time
Hybrid working model (we are currently working largely remotely)
Career development
Active wellbeing and inclusion networks
Excellent pension
NHS Car lease scheme
Access to a wide range of benefits and high street discounts!
As an IT Service Manager working in the DDaT IT Service Management Team, you will demonstrate a range of IT Service Management skills.
The role requires a dedicated focus on Problem Management; as such it requires in depth knowledge of the following ITIL v4 practices: Problem Management, Change Management, Incident Management, Release Management, Service Request Management and Continual Improvement.
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 standards, methods, tools and applications, so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.
You will be required to act as Major Incident Manager (MIM) on the daytime MIM rota.
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Full details can be found in the attached job description.
Specialist skills
1. 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.
2. Ensure that relevant IT Service Management policies, processes and procedures are in place for the Problem Management function.
3. Oversee the implementation of Problem Management policies, processes and procedures and standards, pro-actively identifying and proposing improvements or enhancements to meet changing needs.
4. Lead the adherence to IT Service Management policies, processes and procedures, ensuring they are in place for the Problem Management function and are followed with non-conformance reported and reviewed;
5. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.
6. 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.
7. 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.
8. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
9. Demonstrate a positive attitude to risk management and consider risk in all decision making and prioritisation activities.
10. Facilitate problem review meetings and manage the lifecycle of problems, ensuring they are processed within agreed SLAs.
11. Manage the Problem Team, providing guidance, support, and professional development opportunities.
12. Maintain and review the Problem Management records, ensuring accurate documentation of all problems.
13. Proactively utilise Continual Improvement (CI) activities in relation to Problem Management and support CI activities across ITSM Practices.
14. Working with Delivery Managers, Service Managers, Incident and Change Managers, Support Teams, and other stakeholders, to support decision making in line with best practice.
15. Develop and deliver reports on problem management metrics and performance, providing insights and recommendations to management.
Staff
16. Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.
17. 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.
18. 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.
19. Advises individuals on career paths and encourages pro-active development of skills and capabilities.
20. 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.
21. Provide and encourage 360 feedback to support and promote the personal development of teams and individuals.
22. 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.
23. 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
24. Responsibility for contributing to budget management processes in accordance with NHSBSA’s policies, standing orders, financial regulations and legislative requirements.
25. Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within DDaT.
26. Monitoring budget spend and resource estimates against projects and change initiatives.
Relationship Management
27. Effectively engage and collaborate across multiple disciplines to ensure consistent approaches, methods, standards, and patterns are holistically applied.
28. 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;
29. 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
30. 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
31. 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.
32. 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.
33. 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.
34. 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
35. 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.
