Digital Service Delivery Manager
Job summary
The Digital Service Delivery Manager oversees the Trust's IT service desk, desktop support, and software management functions, ensuring high-quality digital service delivery aligned with operational and clinical priorities. This senior specialist role requires expertise in ITIL-based service management, supplier and contract oversight, software asset governance, and the coordination of complex multi-team service operations. The post holder drives service improvement, manages multimillion-pound digital contracts, and ensures new services are introduced safely and effectively.
Main duties of the job
- Plan and implement the Digital Service Provision and Service Management strategy includingtools, policies and processes, Service Level Agreements (SLA's), monitoring, reporting and continual improvement plans.
- Manage the purchase, deployment, and renewal of applications, software licenses, ensuring compliance with license agreements.
- To be responsible for the continuity, management and integrity of projects and workstreams within the digital operations department
- Take responsibility for command structure and escalation procedures, and ensuring that the requisite operational methods, procedures, facilities and tools are reviewed and maintained.
- Responsible for policy implementation and development for digital operational service delivery.
- Responsible for the purchase of hardware, software, and services to meet the business requirements of the Digital Operations department.
Continued on attached JD...
About us
Developmentand staff wellbeing
Your growthand personal happinessmattersto us.After all, we can't expect the best from you if we don't invest in your development and nurture your wellbeing.From the moment you join us, we're committed to fostering your professional and personal development within a supportive, empowering environment. Whether you're just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed.We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.
To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.
We also take every opportunity to thank and recognise the work our teams do, through weekly 'shoutouts' and patient feedback, monthly and annual awards.
Wherever you work across our organisation, we look forward to welcoming you.
At KRFT we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.
Job description
Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
NB: ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Person Specification
Education
- Educated to masters level or equivalent experience of working at a senior level in specialist area
- Evidence of personal development through formal courses and/or experience
- ITIL qualification or equivalent IT Service Management qualification or equivalent experience
- Project management qualification PRINCE2(TM) practitioner qualification, other Project Management qualification or equivalent demonstrable experience
Skills / Abilities
- Ability to effectively communicate with stakeholders across the organisation, including senior management and external vendors
- Excellent relationship management skills, experience of liaison with senior management and the ability to manage expectations, balancing supply with demand
- Expert analytical skills and a methodical approach to problem solving. Able to gather and interpret complex data to inform analytical and problem-solving tasks
- Freedom to act, plan, schedule and monitor own work within an extended time horizon, using applicable methods, procedures, tools, equipment and standards effectively
- Logical, methodical, pro-active and enthusiastic in working practices
- Able to prepare budget bids contributing to the business plan and monitor budgets to minimise costs and ensure cost-effectiveness.
Experience
- Significant experience in an IT service management and delivery role involving detailed planning, organisation and experience of managing a team of 5+ technical specialists providing customer focused IT services
- Experience of developing technical and service management strategies, policies and procedures
- Managing multiple workstreams; determining own and others priorities
- Demonstrable ability to plan and manage change and SLA's monitoring progress against targets, reporting as necessary and taking action to resolve exceptions modifying services/practices as required
- Experience in implementing / developing IT Service Management (Helpdesk and Configuration Management) tools
- Experience of software asset management and licence compliance
- Provision of technical consultancy to both specialist and non-specialist customers of digital services
- Experience of negotiating and managing 3rd party contracts
Knowledge
- Excellent understanding of ITIL standards
- Extensive knowledge of existing and developing and innovative IT technologies and solutions, concepts and practices acquired through training and experience over an extended period
- Advanced knowledge of NHS Mail Microsoft 365 products and platform management
- Advanced knowledge of security / software update management systems
- Strong understanding of NHS digital standards, cybersecurity, data protection (GDPR), and other relevant regulations.
- Advanced knowledge of Mitel telecoms systems and operational features
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Kingston and Richmond NHS Foundation Trust
Address
KRFT
Galsworthy Road
Kingston
KT2 7QB
Employer's website
https://www.kingstonandrichmond.nhs.uk/