Head of IT Service Operations

Job summary

NHSBT is committed to being the best donation, transplant and transfusion service in the world. We work collaboratively as a team to ensure every valuable organ, tissue and unit of blood is being used to best effect, and you could be central to this challenge with your visionary approach to delivering seamless Digital, Data & Technology Services (DDTS) services. This pivotal role will see you leading the delivery and development of effective Service Operations, providing operational resilience and high levels of customer satisfaction as we continuously improve our systems and services. Leading the IT Service Desk, site-based IT support teams, IT Operations and Change, Problem and Service Asset & Configuration Management teams, your role will involve fulfilling service level agreements and contractual obligations for each IT service through effective use of people, processes and technology. As part of that, youll need to describe the scope of services, delivery models and motivate a large team of people as well as ensuring effective transition planning by implementing robust service take-on processes. By taking responsibility for our Service Operations functions and supporting the continuous improvement of our DDTS services, you will be pivotal in enabling the business to focus on its core business through the reduction in business time spent interfacing with IT to get things done, freeing people up to undertake their life saving work.

Main duties of the job

• You will be responsible for the development and implementation of an IT Service Operational strategy and provision of IT operational services through the newly formed IT Service Operations function including the IT Service Desk, site based IT teams, IT Operational teams and Problem Management, Change Management and Service Asset & Configuration Management (SACM).
• You will take a customer centric and service oriented approach to the delivery of IT Service Operations.
• You will take the lead to provide Customer Service Excellence.
• You will ensure that all IT services managed by DDTS are maintained and maximise IT service availability.
• You provide line management and leadership for 60 people, responsible for a budget of £2.5 million.

You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice. You will be required to participate in an on-call out of hours rota, which will include evenings, weekend or public holiday working.

About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need. Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever. You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.