Digital Optimisation Team Leader

Job description

Job responsibilities

DUTIES AND RESPONSIBILITIES

Leadership and Service Delivery

As the leader of the DOTS service within N3i, the post holder will be required to:

Provide day-to-day leadership, direction and co-ordination of the DOTS team, setting clear objectives and standards of performance.

Act as the operational lead for the DOTS elements of N3is service contracts, ensuring contracted deliverables, service levels and key performance indicators are understood, resourced and met.

Produce and present regular service reports to customers and to the N3i Leadership Team, evidencing performance against contract, highlighting risks and escalations, and recommending corrective action.

Own the DOTS service improvement plan, translating customer feedback, incident and training trends and contract review outcomes into deliverable improvements.

Ensure the team is focussed on the highest priority work at all times, balancing reactive support, planned optimisation activity, training delivery and contracted project work.

Act as the escalation point for complex or contentious customer issues affecting DOTS services, resolving these to the customers satisfaction or escalating appropriately.

Ensure the DOTS team works within N3i's incident, problem and change management processes, and that system changes affecting customers are assessed, planned and communicated in good time.

Where clinical safety may be impacted by a system issue, lead the DOTS response and manage the issue to resolution with the Clinical Safety Officer, system suppliers, customers and internal 2nd and 3rd line teams.

Contribute to the mobilisation of new customers and contract variations, scoping the DOTS resource, training and support requirements and the impact on existing commitments.

Deputise for the Head of Digital Delivery as required, representing N3i internally and externally.

Communication

Act as the primary point of contact for DOTS service matters for GP Practices, PCNs, the ICB and other contracted customers.

Proactively communicate with other Team Leaders and Managers within N3i to ensure a joined-up service to customers.

Represent the DOTS Team and N3i at customer events, forums and contract review meetings.

Clearly communicate objectives, priorities and performance expectations to the DOTS team, at both team and individual level.

Communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner.

Act as a liaison with partnership organisations and with suppliers of clinical and business systems.

Develop and maintain relationships with staff in other parts of the organisation and with other associated organisations.

Promote the DOTS offer to customers through a variety of methods including webinars, briefings, bulletins and practice visits.

Maintain a professional, approachable, helpful and friendly attitude at all times, setting the standard for customer service within the team.

Report any security breaches or incidents in accordance with the organisations incident reporting policies.

Analytical Tasks

Lead the collection, analysis and subsequent resourcing of Training Needs Analysis (TNA) activity across the contracted customer base.

Analyse service desk, incident and training data to identify themes, target optimisation activity and inform contract reporting.

Undertake resource and capacity analysis for the DOTS team, modelling the effect of contract changes, demand and absence on service delivery.

Analyse systems and information to identify and resolve a wide range of problems in relation to clinical and non-clinical applications.

Investigate and resolve escalated application issues where resolution requires judgement across conflicting information, cross-team working or supplier liaison.

Act as a technical point of contact for Clinical Safety incidents, working with the Clinical Safety Officer and 2nd/3rd Line Teams, ensuring resolution within agreed service levels and minimising the impact on patient care.

Ensure incidents logged with the IT Service Desk relating to DOTS supported applications are responded to and resolved within the agreed timescales.

Be aware of current Disaster Recovery and Business Continuity Plans, escalation points, and personal responsibilities within them.

Exercise particular care over any enhanced level of security access the post holder may have to IT infrastructure or systems, not disclosing authentication or security information to any other party (internal or external).

Planning and Organisational Skills

Plan, prioritise and organise the DOTS team workload across multiple customers and concurrent pieces of work.

Plan and manage the training calendar and delivery schedule, ensuring commitments within the contract schedule are met.

Manage project and optimisation work allocated to the DOTS team, including go-lives, migrations, upgrades and rollouts.

Responsible for the accuracy and upkeep of the DOTS Planner / Kanban board and associated workload management tools.

Plan tasks and activities that may require adjustments to priorities due to a varying workload and interruptions.

Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting.

Establish and maintain accurate and up-to-date documentation, ensuring records are available as and when required.

Physical Skills

Keyboard skills and experience of using a range of software are required, with a high level of accuracy and speed where there are narrow margins for error in the manipulation of critical data and information.

Travel to customer sites and meetings as and when required to undertake the role.

Policy and Service Development Implementation

Develop, implement and maintain standard operating procedures, standards and guidance for the DOTS service, ensuring these are understood and followed by the team.

Contribute to and follow organisational policies, and implement policies in relation to IT and digital systems.

Propose and implement changes to working practices within the DOTS service, and contribute to wider service development where DOTS is affected.

Support the development of clear documentation for use by other members of staff and by customers.

Ensure all documentation relating to DOTS services is complete, fit for purpose and version controlled.

Responsibilities for Financial and Physical Resources

Responsible for the effective deployment of DOTS team resource, ensuring value for money against the contracted service.

Liaise with external agencies, suppliers and contractors for support purposes.

Support the evaluation and procurement of suitable IT hardware, software and training resources, contributing to business cases where required.

The post holder will be responsible for the care of their own equipment and, on occasion, equipment allocated to the team.

Responsibilities for Human Resources

Line manage the DOTS team, including senior and specialist staff and apprentices.

Deliver regular 1:1s, objective setting and PDRs for the team.

Manage team annual leave, sickness and absence in line with N3i policy, ensuring service cover is maintained.

Chair regular DOTS team meetings.

Lead recruitment, induction and onboarding for the team.

Identify, plan and support the development of team members, including coaching, training and succession planning.

Manage performance, conduct and attendance matters in the first instance, with support from the Head of Digital Delivery and HR.

On occasion the post holder may be required to work unsociable hours to support and/or enable the delivery of key programmes or projects.

Responsibilities for Information Resources

Ensuring HR systems are kept up to date for the DOTS team.

Ensure there are effective systems in place to record TNA outcomes, training delivery and customer training records.

Ensure a high level of accuracy is maintained in all information systems held by the team, including those used for contract and KPI reporting.

Ensure compliance with Information Governance, Data Protection and Information Security requirements in all DOTS activity.

Responsibilities for Research and Development

Horizon scan, identify and evaluate new products, services and ways of working that could deliver value to N3i and/or its customers, such as AI or M365.

Support the testing, evaluation and adoption of IT systems and applications to enable service delivery.

Participate in pilots, user testing and evaluation of new digital systems, assessing usability, training impact and benefit to customers.

Contribute to audits and service reviews relating to the digital tools used across the customer base.

Freedom to Act

The post holder will manage and organise their own workload and that of the team, working autonomously within the organisations policies and procedures.

The post holder will interpret contractual requirements and national guidance and determine how these are delivered within the DOTS service.

The post holder will make decisions autonomously, identify and act on challenges to move delivery forward, potentially working to tight timescales, and escalate to the Head of Digital Delivery where matters fall outside the scope of the role.

This job description is not meant to be exhaustive.

It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organisational and service needs and wherever possible change will follow consultation with the post holder.

Person Specification

Experience

• Experience of line managing, developing and motivating a customer facing team
• Experience of planning and delivering training to end users, including Training Needs Analysis
• Experience of managing escalations and complex customer issues through to resolution

• Experience of supporting Primary Care clinical and business systems (e.g. EMIS Web, SystmOne, Docman, Ardens)
• Experience of delivering a service against contractual deliverables, service levels and KPIs
• Experience of supporting project delivery such as go-lives, migrations or system rollouts
• Experience of developing policies, procedures and guidance

Communication

• Clear communicator with excellent report writing and presentation skills
• Ability to communicate complex technical matters to non-technical audiences in an understandable manner
• Skills for communication on difficult and contentious matters, including customer escalations and staff performance
• Ability to develop and maintain relationships with staff in other parts of the organisation and with external partners and suppliers
• Confident in delivering training, briefings and presentations to groups

Personal Circumstances

• Advanced keyboard skills, use of a range of software
• Willing to travel to customer sites and to be present where necessary to deliver the role
• Full driving licence with daily access to a vehicle suitable for work purposes
• Flexibility to work occasional unsociable hours to support key programmes or projects

Qualifications

• Educated to degree level in an IT, digital or related subject, or equivalent level of knowledge acquired through training and experience
• Evidence of continued professional development

• Recognised management or leadership qualification (e.g. ILM Level 5) or equivalent experience of leading a team

Knowledge

• Advanced IT skills and an excellent understanding of Primary Care IT systems and a wide range of software applications
• Knowledge of service management principles and practice (e.g. ITIL incident, problem and change management)

• Understanding of contract and KPI management within a service delivery environment
• Knowledge of NHS Information Governance standards and Data Protection legislation
• Awareness of the DCB0160 and DCB0129 clinical safety standards and their relevance to digital services in Primary Care
• Knowledge of national Primary Care digital priorities and their impact on practices

Personal Attributes

• Professional, customer focussed approach, putting the customer first at all times
• Good organisational and prioritisation skills
• Ability to analyse complex issues and make evidence based judgements
• Ability to work effectively and calmly to tight deadlines and under pressure
• Ability to work on own initiative and organise own and team workload
• Ability to make decisions autonomously
• Commitment to continuing professional development

• Negotiating, networking and persuasive skills

Employer details

Employer name

N3i Limited

Address

Aura Innovation Centre

Meadow Road, Bridgehead Business Park

Hessle

HU13 0GD

United Kingdom

Employer's website

https://www.n3i.co.uk/