Service Management Practitioner
Job summary
We are seeking a skilled and motivated Service Management Practitioner to join the Systems, Applications, and Reporting team within the Business Intelligence function, Data & Systems. This role calls for someone with a passion for delivering exceptional service and a commitment to excellence. You'll be part of a dynamic team working to drive impactful outcomes and support our mission.
Main duties of the job
The Service Management Practitioner is responsible for overseeing the daily operations of the service, ensuring that users and business teams receive the support they need. This role includes representing the team to stakeholders, monitoring service performance to ensure timely resolution of tickets, and driving continuous improvement. The Service Management Practitioner also acts as a key liaison between the end users and Service Desk, 2nd/3rd Line Teams and the wider business.
About us
Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.
Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
With offices throughout the Midlands, North, West and South East we cover a core geographic patch that extends to Greater Manchester in the north and Essex in the south. Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
We provide real value to our customers by working at scale, creating the synergies and innovation that ultimately drives improved patient outcomes and makes commissioning resources work harder.
Job description
Job responsibilities
To deliver an effective and competent level of Service Management for multiple systems and applications and consistently deliver a user focused service which promotes excellent customer service and effective working relationships.
The post holder will work with a team consisting of Helpdesk Assistants, Team Leaders and Service Management Analysts. This will include line management, dealing with difficult situations, organising workloads and effectively managing escalations.
The Service Management Practitioner will support the Service Manager and Head of Service in delivering efficient user support, ensuring that the teams workstream is planned and managed effectively, accurately and in a timely manner.
The Service Management Practitioner is responsible for ensuring effective and efficient delivery of services, representing the team to other stakeholders, and helping to ensure that the services are delivered effectively, efficiently and in alignment with the SLA whilst constantly developing and improving the service. The post holder will monitor operations to ensure KPIs and SLAs are adhered to.
The main responsibilities will also include problem, change, incident, service request management, jeopardy processes, active management of major incidents (creating major incident reports, liaising with the Service Desk, chairing calls with relevant stakeholders to reach quick resolution, conducting post incident reviews).
Person Specification
Qualifications & Experience
- Degree qualification in a relevant subject area or have equivalent experience
- ITIL Foundation V3 or V4, or equivalent experience.
- Demonstrate previous management experience
- ITIL Practitioner qualification or equivalent experience
Knowledge & Experience
- Knowledge of working in a Service Management environment
- Knowledge of the ITIL framework and how this is applied
- Knowledge of using Service Management toolsets to support and enhance processes and procedures
- Knowledge of how the wider NHS and associated NHS organisations collaborate
Skills
- Problem Management and Major Incident Management skills
- Excellent customer service, interpersonal, and conflict resolution skills
- Knowledge of information systems and experience operating one or more information system
- Agile Foundation qualification or equivalent experience
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
NHS Arden and Greater East Midlands Commissioning Support Unit
Address
Leicester County Hall
Leicester Road
Leicester
LE3 8RA
Employer's website
https://www.ardengemcsu.nhs.uk/
- Company
- NHS Arden and Greater East Midlands Commissioning Support Unit
- Location
- Leicester, United Kingdom LE3 8RA
- Employment Type
- Fixed-Term
- Salary
- £47810.00 - £54710.00 a year
- Posted
- Company
- NHS Arden and Greater East Midlands Commissioning Support Unit
- Location
- Leicester, United Kingdom LE3 8RA
- Employment Type
- Fixed-Term
- Salary
- £47810.00 - £54710.00 a year
- Posted