CSG Support Services Project Manager (INTERNAL)
Job summary
This role leads user support services, issue management, and BAU project delivery fordigital clinical and non-clinical systems across WVT, ensuring safe, effective and efficientsystem use to support high-quality patient care.
The post holder manages the user supportteam, rotas (including out-of-hours/on-call provision), oversees system upgrades andimprovement projects, and supports change management and ongoing development of keyTrust digital systems.
The role includes complex and sensitive information relating to clinical systems, operationaldelivery, service change and project management to a wide range of stakeholders, requiring interpretation, tact, negotiation and diplomacy where there may be operational, organisational or patient service impact.
Main duties of the job
Lead and manage the Clinical Systems User Support Service, ensuring a responsive, high-quality support function for clinical and non-clinical digital systems.
Manage and develop the User Support Services team, including recruitment, appraisal, performance management, workforce planning and rota coordination.
Oversee the investigation, escalation and resolution of complex system issues, working collaboratively with ICT teams, suppliers and stakeholders.
Lead the planning, testing, implementation and transition of system upgrades, enhancements and projects into operational support.
Drive service improvement through analysis of support trends, user feedback and performance metrics, identifying opportunities to enhance systems and processes.
Develop and maintain support procedures, user guidance and service standards to ensure safe, effective and consistent system use.
Build effective relationships with clinical, operational and technical teams, suppliers and project stakeholders to support successful service delivery and change management.
Manage the Clinical Systems out-of-hours/on-call support service and rota and provide senior support during major incidents and system changes.
About us
About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire University NHS FT, George Eliot Hospital NHS Trust and Worcestershire Acute NHS Hospitals Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care wed want for our family and friends.
More than 3,000 people work for the Trust they tell us its a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."
Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time.
Job description
Job responsibilities
To view all responsibilities and roles, please view the attached job description and person specification.
Person Specification
Qualifications
- Interview Degree level qualification in IM&T, Education, Project Management or equivalent experience. IT Service Management qualification (e.g. ITIL) or equivalent experience.
Experience
- Experience of managing or supervising staff. Experience of delivering user support services within a digital or IT environment. Experience of managing system issues, service requests and supplier relationships. Experience of supporting digital change, system implementation or project delivery. Experience of workforce planning and staff rostering.
Knowledge
- Understanding of IT service management principles and customer support processes. Knowledge of Information Governance, Data Protection and confidentiality requirements. Understanding of change management and continuous service improvement.
Personal Attributes
- Self-motivated, adaptable and resilient. Demonstrates initiative and a commitment to continuous improvement. Able to build effective working relationships across multidisciplinary teams. Customer-focused approach with a commitment to high-quality service delivery.
Other Requirements
- Ability to participate in the out-of-hours/on-call support rota. Ability to travel to fulfil the requirements of the role.
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
Wye Valley NHS Trust
Address
Wye Valley NHS Trust
Stonebow Road
Hereford
HR1 2ER
United Kingdom
Employer's website
https://www.wyevalley.nhs.uk/