We are looking for an experience technology Service manager with experience within NHS projects to empower and assist the IT Support Manager with the support and delivery of IT services to both internal and external stakeholders.
DUTIES AND RESPONSIBILITIES
The post holder must be able to: -
- Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders of all levels, explaining difficult and highly complex IT processes and issues often being the specialist contact.
- Arrange, lead and participate in meetings with various levels of internal and external customers and stakeholders to: o discuss and agree service requirements. o progress problems and issues. o answer queries.
- Facilitate discussions on IT related matters, dealing with conflicting requirements and priorities of customers. Refocus discussions where necessary, to resolve conflict and establish acceptable conclusions.
- Identify and interpret customer requirements, risks, and issues, giving a range of evaluated options and solutions.
- Provide a structured approach to diagnosing, assimilating and critically interpreting project objectives, risks, and issues.
- Lead development activities for allocated work packages. Plan, schedule, co-ordinate monitor and adjust the resources (human and physical), activities and priorities in order to deliver work packages to agreed objectives, standards and deadlines.
- Assist line management in producing resource estimates for tasks allocated to the team.
- Develop team plans and ensure that they dovetail with project and quality plans.
- Develop and maintain an understanding of policies and strategy. Assess the impact of these policies and strategies across the stakeholders IT systems and services assisting in the development of proposals for change where appropriate.
Experience
- Prior experience as a service manager on on NHS technology projects
- ISEB Practitioner Certificate in IT Service Management (ITIL) Service Support & Service Delivery or demonstrable equivalent experience
- ISEB Practitioner Certificate in IT Service Management (ITIL) Service Support & Service Delivery or demonstrable equivalent experience
- Experience of working in a technical support role and proven experience in the development and support of IT systems
- Experience of taking a lead role in developing and implementing IT systems and services
- Good communication and problem solving skills