IT Back Office Manager

Job description

Job responsibilities

Leadership & Service Management

Act as the senior operational escalation point for complex service issues that cannot be resolved through routine support arrangements, coordinating internal teams, suppliers and stakeholders as required. Lead and manage the IT Back Office Team, ensuring services are delivered professionally, efficiently and in accordance with Trust priorities Set operational standards and service priorities for the team and monitor performance against agreed service levels, quality requirements and departmental objectives.

Clinical Systems & Application Support

Be responsible for the operational management, support and optimisation of Oracle Health Millennium (eCARE) and other supported clinical and corporate applications. Hold operational responsibility for the stability, availability, resilience and performance of supported applications, ensuring that service risks are identified, assessed, managed and escalated appropriately. Ensure applications remain available, resilient, secure and fit for purpose, supporting safe patient care and effective operational delivery.

Change, Configuration & Continuous Improvement

Lead and coordinate application enhancements, configuration changes and service improvements to meet changing organisational requirements. Work with clinical and operational stakeholders to understand requirements, analyse business processes and identify opportunities to improve workflows and system utilisation. Develop specifications, implementation plans and testing approaches for system enhancements and changes.

Supplier & Stakeholder Management

Act as a senior operational point of contact between the Trust and system suppliers, software vendors, NHS organisations and partner organisations in relation to supported systems and services. Build and maintain productive relationships with clinical, operational and technical stakeholders at all levels of the organisation. Represent the department in forums, project groups, supplier meetings and governance meetings as required.

Governance, Security & Resilience

Maintain operational oversight of application governance arrangements, ensuring supported systems and associated processes comply with Trust policies, information governance requirements, cyber security standards and applicable NHS guidance. Maintain operational responsibility for application resilience, business continuity and recovery arrangements, ensuring that procedures are documented, reviewed and tested in accordance with agreed requirements and that learning from tests or incidents is incorporated into future arrangements.

Please refer to the job description for further details.

Person Specification

Qualifications and knowledge

• Requires highly developed specialist knowledge of Information Management and Technology, underpinned by theory and relevant experience, including in-depth specialist knowledge of NHS PAS and EPR systems, together with knowledge, experience and expertise in IM&T management and staff management acquired through a Master's degree or equivalent level of experience.
• Specialist knowledge and experience of Oracle Health Millennium (eCARE) clinical applications through practical support, configuration, maintenance and optimisation within an acute healthcare environment.
• Knowledge of Information Governance, Data Protection and Cyber Security requirements within an NHS environment.
• Knowledge of application governance, configuration management and change control.
• Knowledge of business continuity and disaster recovery arrangements for critical clinical systems.
• Knowledge of IT Service Management principles and operational support processes.

• Knowledge of Cerner Command Language (CCL)to create custom scripts

Experience

• Extensive NHS experience working with PAS and EPR systems.
• In depth knowledge of PAS / EPR solutions
• Experience of supporting, configuring, implementing, testing and maintaining NHS clinical systems.
• Experience supporting audit, compliance or assurance activities.
• Experience developing or maintaining business continuity, resilience or disaster recovery arrangements.
• Management of Human resources
• Experience of working within an organisation operating an ITIL framework
• Experience managing specialist application support teams.
• Experience managing business-critical clinical systems.
• Experience managing incidents, problems and service escalations.
• Experience managing software suppliers and third-party support providers.
• Experience managing application releases, upgrades and service improvements.
• Experience managing operational risks within complex service environments
• Experience producing performance, governance and operational reporting.
• Experience balancing competing clinical, operational and technical priorities.
• Experience working within governance, compliance or assurance frameworks
• Experience of identifying, planning and coordinating staff training and professional development activities.

• Experience of working in a project environment using Prince II
• Experience using Oracle Health Millennium monitoring, troubleshooting and support tools.
• Experience of NHS Registration Authority processes, clinical application security administration or role-based access configuration.

Skills

• Ability to work without direct supervision.
• Excellent written & verbal communication skills including presentation, facilitation and report writing skills.
• Excellent organisational and planning skills.
• Ability to liaise at all levels of the organisation including having to communicate complex and/or contentious information.
• Plan, organise and manage multiple complex activities so that tasks are effectively prioritised and communicated accordingly
• Ability to exercise independent judgement in complex operational situations.
• Ability to assess and manage service risks.
• Ability to determine appropriate escalation paths during major incidents
• Ability to manage competing operational, technical and clinical priorities.
• Ability to analyse service performance information and identify improvement opportunities.
• Ability to manage supplier performance and challenge underperformance where appropriate.
• Ability to provide specialist advice and guidance relating to the support, optimisation and operation of complex clinical systems.
• Ability to make sound operational decisions in situations involving competing priorities, incomplete information or significant service impact.
• Ability to identify, assess and manage operational risks associated with business-critical systems.

• Team working and relationship building

Personal and people development

• Self motivated and able to work to tight deadlines with a flexible approach to work.
• Form good working relationships with staff in the Trust as well as other partner organisations.
• Ability to establish personal credibility with clinical and other staff.
• Ability to remain calm and composed in high pressure situations.
• Willing to develop own skills and knowledge
• Ability to work as a member of a team
• Excellent inter-personal skills
• Ability to lead, motivate and develop specialist staff.
• Ability to manage performance, attendance and conduct issues.
• Ability to coach and mentor staff.
• Ability to remain effective during major incidents and periods of operational pressure.
• Ability to lead and develop specialist technical teams.
• Ability to identify training needs and support the professional development of specialist technical staff.

Communication

• Ability to communicate complex technical and operational information to technical and non-technical audiences.
• Ability to communicate effectively with clinical and non-clinical staff at all organisational levels.
• Ability to communicate risks, issues and recommendations clearly to senior stakeholders.

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

Milton Keynes University Hospital NHS Foundation Trust

Address

IT Applications (Dept)

Milton Keynes

MK6 5LD

United Kingdom

Employer's website

https://www.mkuh.nhs.uk/working-at-mkuh