Digital Incident and Problem Lead
Job summary
The Digital Incident and Problem Lead is a critical member of the DDaT service delivery team, primarily responsible for the resilience, continuity, and recovery of all digital services across the Trust and wider health system. A central function of the role is to develop and maintain a robust business continuity framework in line with best practices. This involves creating the division's business continuity strategy, managing associated risks, and routinely auditing service business continuity plans. They must work closely with application owners, internal teams, and external suppliers to document, maintain, and rigorously test service resilience, identifying vulnerabilities and developing effective solutions to ensure continuous service availability for patients.
In addition to strategic planning, the Lead is responsible for the practical aspects of incident and problem management. This includes developing and maintaining a comprehensive reporting and monitoring regime to oversee all plans, tests, incidents, and problems, categorized by type and severity. A key operational duty is the effective co-ordination of Higher Severity Service Incidents, with an imperative focus on reducing or avoiding risks to clinical (patient) safety, security, and information governance. The role demands strong leadership, communication skills, and specialist knowledge in incident management and business continuity, preferably in a 24/7/365 digital service environment.
Main duties of the job
We are seeking a proactive and skilled Digital Incident & Problem Lead to ensure the resilience and continuous operation of our digital services. This core function of this role is to lead and coordinate the DDaT Incident response, ensuring compliance with agreed SLAs, particularly during Higher Severity Service Incidents (HSSI). You will be the crucial liaison during all digital outages, providing immediate support, technical expertise, and continuous, clear communication to affected staff and senior management. Furthermore, you will be responsible for the adoption and delivery of ITIL-based Incident and Problem Management processes, proactively reviewing support queues, leading complex root-cause investigations, and implementing process or technology changes to prevent recurrent issues.
A significant part of your remit will be to establish and maintain arobust business continuity framework. This involves leading the development of plans, engaging key stakeholders, and ensuring all operational responses are integrated across the Trust and with external partners to maintain core service resilience. You must possess exceptional communication and analytical skills, including the ability to translate complex technical issues into understandable concepts for all staff levels, influence process changes based on evidence, and present status updates to senior boards. The role requires a flexible approach, including participation in an on-call/24/7 rotato meet service demands.
About us
Diversity makes us interesting... Inclusion is what will make us outstanding.
Inequality exists and the journey to eliminate it is not easy. Every step we take will be a purposeful step forward to deliver a truly inclusive culture where all our people are enabled to deliver outstanding care, where background is no barrier, and where everyone can be their authentic self and we truly represent our patient community.
We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where possible. All applicants who have a disability and meet the minimum criteria for the post can opt for a guaranteed interview.
If you need additional help with your application please get in touch by calling the recruitment team on 0118 322 6997 or 0118 322 5342.
Our primary method of communication will be via email. However, if you would prefer to be contacted through a different method, please inform the recruitment team.
Job description
Job responsibilities
The Digital Incident and Problem Lead is a key member of the Digital Data & Technology (DDaT) service delivery team, adding value for our patients through improving and developing digital services across the Trust and wider health and care system and playing a key role in management of digital service standards and our external suppliers.
The post holder will be responsible for the development and maintenance of a robust business continuity framework for all Trust digital services in line with recognised best practice, working with key stakeholders across the Trust and external business partners.
The post-holder will be responsible for the development of the Digital Services Division business continuity strategy, risk management and audit of service business continuity plans. They will work with application owners, internal teams and suppliers to document, maintain and test service resilience, identifying issues and developing solutions with stakeholders as appropriate.
The post-holder will maintain a reporting and monitoring regime to ensure oversight of the business continuity framework of plans, testing, incidents and problems by type and severity, developing improvement action plans and formulating service protection options where appropriate. They will ensure the effective co-ordination of Higher Severity Service Incidents and
ensure that risks to clinical (patient) safety, security or information governance are reduced or avoided.
The post holder will have strong leadership and communication skills, holding specialist knowledge and experience of incident management and business continuity approaches, preferably in a digital 24 hours a day / 365 days a year, healthcare provider setting and with a recognised ITIL or similar IT Service or Incident
Please see job description and person specification which is attached to this vacancy.
Person Specification
Shortlisting Application Form
- Expert Knowledge of IT Service Management (ITSM): Extensive, demonstrable experience in leading the adoption and delivery of Incident and Problem Management processes based on ITIL Service Support principles
- Incident & Crisis Leadership: Proven ability to effectively coordinate DDaT Incident response in line with agreed SLAs and lead the resolution of Higher Severity Service Incidents (HSSI), including retrospective reviews.
- Business Continuity Leadership: Demonstrated experience in developing, maintaining, and leading the establishment of a robust business continuity planning framework, including coordinating audit, testing, and compliance activities.
- Formal ITIL Certification: Formal qualification or certification in ITIL (e.g., ITIL v4 Foundation or higher).
- Healthcare/NHS Experience: Experience in a similar Digital/IT role within a healthcare or NHS environment.
- Governance & Compliance Documentation: Experience in evaluating, maintaining, and updating formal controls such as supplier contracts, SLAs, committee papers, or standard operating procedures (SOPs).
Application and Interview
- Senior Stakeholder Communication & Advocacy: Exceptional communication skills with the ability to translate complex technical issues into understandable concepts for senior staff and the proven ability to negotiate, influence, and recommend process/technology changes.
- Problem Management & Root-Cause Analysis: Significant experience in leading root-cause investigations (RCA), trend analysis of incident logs, and managing identified problems to prevent recurrence.
- Executive Presentation Skills: Experience in presenting complex status and analysis in formats such as PowerPoint presentations or formal reports to senior boards or large groups of staff.
- Performance Metrics Analysis: Experience in gathering, analysing, and acting upon data (e.g., from incidents, service requests) to optimise the technical and operational environment and drive continuous improvement.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Royal Berkshire NHS Foundation Trust
Address
Royal Berkshire Hospital
London Road
Reading
RG1 5AN
Employer's website
https://www.royalberkshire.nhs.uk/
- Company
- Royal Berkshire NHS Foundation Trust
- Location
- Reading, United Kingdom RG1 5AN
- Employment Type
- Permanent
- Salary
- £47810.00 - £54710.00 a year
- Posted
- Company
- Royal Berkshire NHS Foundation Trust
- Location
- Reading, United Kingdom RG1 5AN
- Employment Type
- Permanent
- Salary
- £47810.00 - £54710.00 a year
- Posted