Job overview
As a member of the Service Delivery section of the Digital Services Department you will be responsible for the delivery of services and staff within your team. Efficiency, good practice and a passion for every customer getting an excellent service must be a key driver. Being a senior figure in the Digital Services department, you must be able to adapt yourself to the different services that you line manage, maintain service for customers and continually improving that service. A proactive worker thinking outside the box to maintain or reinstate service for customers driving efficiency.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.
Main duties of the job
Service Delivery fall within the Digital Services umbrella, which follows the ITIL standard of Service Management, empowering technology and process to ensure the customers have the best possible result. You will be a senior technical influence in the Infrastructure Team in improving, maintaining and documenting new and existing Digital services. Being a senior technology professional, you will be required to mentor and coach other members of the Digital Services department for career development.
You will work closely with all elements of the Service Delivery to deliver the best outcomes of the service and for customers. Offering a “can do”, proactive approach to service delivery and ultimately delivering for the service needs. You will be a member of, and not limited to, the Digital Services Department Business Continuity team and part of the Digital Services out of hours emergency support rota.
The role will require a proactive approach to working relationships and could entail working with any vested partner of South London and Maudsley NHS trust.
Working for our organisation
Flexible working:
As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 8amto 6pmgiving you the very best of good work life balance.
The Infrastructure Team sits within the Service Delivery function which forms part of the overall Digital Services team.
St Pauls
St Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.
Other sites include Maudsley Hospital (headquarters) and Bethlem Royal Hospital.
Detailed job description and main responsibilities
•Be accountable and responsible for the operational efficiency and SLA performance for the Infrastructure Services Section, within the Service Delivery team.
•Responsible for managing the staff and sections that come under your line
management responsibility in line with trust policies and procedures.
•Be responsible for the leadership and direction of the trusts Server and networking estate, VMWare, Cloud, Messaging, Domain Backup and Network environment to achieve the Service levels in place.
•Be a proactive challenger and continually review your services and the delivery to customers.
•Maintain compliancy for the trust in relation to Software compliance.
•Drive customer excellence through the adoption of continuous improvement.
•Management responsibility product, services lifecycles including upgrades and decommissioning.
•Maintain and document services in accordance with Trust systems writing policies and procedures for staff and services.
•Support and mentor team members as required for personal development and
knowledge transfer.
•Other activity from time to time as required to support the operation of the Trust Infrastructure.
•Abide to the department and trusts policies and procedures.
Person specification
Qualifications / Experience
Essential criteria
1. Demonstratable experience of providing leadership to staff.
2. Demonstratable experience of managing a Server and Network team, consisting of Azure VMware Solution, Storage\backup and Network services.
3. Demonstratable experience and in-depth knowledge of Windows Server, Azure VMware Solution, Storage, Backup and Network technologies.
4. Experience of managing and implementation of new technologies.
5. Proven experience of managing and coaching staff.
6. Good working knowledge of Microsoft Office applications and productivity suites.
7. Excellent Customer Service Skill.
8. Demonstratable extensive highly developed specialist knowledge, skills, experience and expertise in management including that of staff.
9. Experience of Project management and leading projects to successful completion.
10. Understand the importance of ICT good practices around service delivery and security.
11. Experience of Budgetary control.
Desirable criteria
12. Ensure appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier.
13. Ability to create networks with peers and mangers across the trust.
14. Experience of Software legislation and compliance for Enterprise.
Competencies
Essential criteria
15. Customer focused with good verbal communication skills.
16. Good time management.
17. Ability to work on own initiative and as part of a team to SLA deadlines.
18. Ability to plan, agree, schedule, document and implement changes using a structured change control process.
19. Ability to follow instructions and work unsupervised.
20. Logical, methodical, pro-active and enthusiastic in working practices.
21. The ability to translate technical Jargon information for customers to understand.
22. The ability to work, on occasion, longer hours to get the job completed for deadlines.
Desirable criteria
23. Excellent standard of written English.
24. The ability to gather and interpret data.
25. Knowledge of network architecture (Design and products).
Training and Qualifications
Essential criteria
26. Educated to Master’s Degree level or equivalent experience.
Desirable criteria
27. MCSE, VCP Certification.
28. Customer Service Qualification.
29. ITIL Foundation Version 4 or equivalent.