JOB SPECIFICATION. Service Support Manager ORGANISATION CHART: JOB PURPOSE:

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1 JOB SPECIFICATION JOB TITLE: GRADE: Service Support Manager SMP ORGANISATION CHART: JOB PURPOSE: Management responsibility for the Service Support within the Trust delivering an efficient and cost effective service to the users of IT within the Trust, 5 Boroughs Partnership and the PCT. This role will be responsible for the strategic creation of a single centralised support desk underpinning the whole Trust for all services including IM&T, estates etc. The post holder will also be the key stakeholder in ensuring that the Trust becomes a Nationally Accredited Service Desk and maintains that position into the future to support the trust.

2 JOB DETAILS Job Title: Service Support Manager Hours of Work: 37.5 Department/Ward: Division: Base: IT Services IM&T Bryan House REPORTING ARRANGEMENTS Managerially Accountable to: Professionally Accountable to: Responsible for: IT Services Manager IT Services Manager Incident Team Leader Service Request Team Leader Service Desk Agents (3) Incident Analysts (4) Service Request Analysts (3) Computer Operations Supervisor Computer Operator DUTIES AND RESPONSIBILITIES Patient / Service User Related Tasks / Duties Deputise for the IT Services Manager as required.; Ensure that all parts of the service managed by the post holder employ business processes, which will enable Service Support to meet the standards for NHS and BSI Accreditation Work in conjunction with other operational managers and specialists to support key projects and service deliverables Has an active role in the business planning cycles of the Trust, providing input to the development of business cases within the department Provides advice to departmental management regarding the delivery, costs, availability and functionality of the service provision and develop effective partnerships

3 Provide a Service Desk to all service users, to provide a focal point for reporting incidents and making service requests and ensuring all users are kept informed of service events, actions and opportunities that are likely to impact their ability to pursue their day-to-day activities Uses inter-personal skills effectively when representing the IT Services Department, both internally and externally, establishing confidence and respect for the service provision Ensures that service level agreements, contracts and negotiations with external suppliers, are always aimed at meeting the business or clinical needs of the Trust, by providing a value-for-money service in terms of standards, quality, efficiency, safety, performance and cost-effectiveness Assists with the implementation and future development of the Trusts Information Management and Technology Strategy, taking account of the developments both at local and national level Ensure the service is compliant with NHS and local standards Identify and implement service improvements on a continuous basis Plan the resources needed to support service agreements Ensures the necessary arrangements are in place to maintain or recover the delivery of systems, services and networks in the event of any physical, technical or environmental disaster, providing continuity of the service to the Trust and those organisations an SLA is provide too Manages the Service Support Function and staff on a day to day basis and deals with all HR issues that may arise including appraisals, IPR, discipline, recruitment etc Creates and delivers reports and statistics on the work undertaken by the Service Support Team Develop and maintain relationships with other support teams to ensure a consistent and co coordinated service is delivered across the Trust Provide technical leadership for the resolution of 2 nd line support problems Carry out internal audits of the Service team and to support external audit activities and to implement changes to the team processes and activities as a result of audit recommendations Responsibilities for Information Resources Compliance with all IT Services Policies and Procedures, especially those covering IM&T Security which includes Internet Access, etc Has full management responsibility for the departments Service Desk Application and ensures system is configured appropriately to support current operations and future developments. Liaise with IM&T managers to ensure that issues are non recurring within the Trust.

4 Planning and Organisational Tasks / Duties Utilises PRINCE2 project management expertise to assist departments with the implementation of IT Systems and Services and lead agreed projects within the IT Services Department Uses in depth technical expertise to plan and design the Trusts Data Network to ensure a responsive and reliable network infrastructure is available 24/7 Utilises ITIL (IT Infrastructure Library) best practice expertise to deliver an effective IT Support Function Responsibilities for Human Resources Manages the Technical Support Function and staff on a day to day basis and deals with all HR issues that may arise including appraisals, IPR, discipline, recruitment etc Use leadership skills to Identify goals and objectives; motivating and leading others towards their achievement Frequent briefing of senior team members Responsibilities for Financial Resources Ensures that assigned resources (staff, equipment and services) are properly utilised and accounted for and that up-to-date information on usage/status is maintained Provides advice to departmental management regarding the delivery, costs, availability and functionality of the service provision and develop effective partnerships To assist the IT Manager with the identification of cost improvement programs as and when required Signature Authorisation for IT Services Budget; includes Signature Has an active role in the business planning cycles of the Trust, providing input to the development of business cases within the department Research Maintain an up-to-date awareness of current technologies and trends with respect to Information Technology Maintains an up-to-date awareness of NHS processes and procedures to ensure Wrightington, Wigan & Leigh NHS Trust comply with national IM&T Guidelines

5 Teaching Provides specialist guidance and advise to less experienced colleagues; including Train, Coach and Mentor team members Be the lead officer for all associated quality service management standards across the IT Services department, ensuring all IT staff fully understand their obligations and are able to participate fully in line with the latest ISO standard. General Any other duties appropriate to the grade. Compliance with the Data Protection Act 1998 and Information Governance the postholder is not entitled to use for their own benefit or gain, or to divulge to any persons, firm or other organisation whatsoever, any confidential information belonging to the Trust or relating to the Trust s affairs or dealings which may come to their knowledge during employment. Compliance with the Health & Safety at Work Act 1974 the postholder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions. Compliance with Trust Policies and Procedures including the Code of Conduct. Responsibility for all records (including patient health, financial, personal and administrative) that they gather or use as part of their work within the trust. The records may be paper, electronic, microfiche, audio or videotapes, x-ray images. The range of duties and responsibilities outlined above are indicative only and are intended to give a broad flavour of the range and type of duties that will be allocated. They are subject to modification in the light of changing service demands and the development requirements of the postholder. Date Prepared: Prepared By: Tony Rich Agreed By: Employee s Name and Signature: Manager s Name and Signature: Date: Date:

6 PERSON SPECIFICATION The person specification sets out the qualifications, experience, skills, knowledge, personal attributes, interests, other requirements which the postholder requires to perform the job to a satisfactory level. Job Title: QUALIFICATIONS ESSENTIAL i.e. Those qualities without which a post holder could not be appointed Master Level and 3 Years IT Experience DESIRABLE i.e. those extra qualities which can be used to choose between candidates who meet all the essential criteria Masters IT Related Discipline + Min. 2 Years NHS Experience METHOD OF ASSESSMENT i.e. the method by which the person specification criteria will be assessed/evaluated And Or EXPERIENCE Post Graduate Level and 5 Years IT Experience Or 10 Years IT Experience ITIL Practitioner Post Graduate IT Related Discipline + Min. 3 Years NHS Experience + Prepared to acquire Masters Level Min. 5 Years NHS Experience + prepared to acquire Masters Level Application Form Certificates PRINCE 2 Practitioner Management Qualification

7 SKILLS Ability to think strategically in order to produce long term strategic solutions and plans Ability to develop and implement IT policies in a strategic context Effective application of PRINCE2 methodology; Ability to deliver projects in line with deadlines and budget Ability to analyse complex situations and solve problems Application Form Interview References Documents Ability to resolve staffing conflicts Ability to manage, develop and work as part of a team Ability to communicate technical concepts and terms to a non technical audience Good interpersonal skills; must be able to communicate to a high standard, both verbally and in writing Familiar with Report Writing Techniques Methods and techniques for writing effective reports

8 SKILLS Initiative Being proactive, taking action and anticipating opportunities Analytical Thinking Acquiring an understanding of a problem or situation by braking it down systematically into its component parts and identifying the relationships between these parts Application Form Interview References Documents Leadership Ability to identify goals and objectives, motivate and lead others towards their achievement Business Continuity Planning proficient with the methods and techniques for risk management, business impact analysis, countermeasures and contingency measures relating to any serious disruption to the IT Infrastructure

9 KNOWLEDGE Knowledge of PRINCE methodology Knowledge of ITIL IT Infrastructure Library (Service Management Best Practice) In-depth and proven hardware skills in Mainframe, Mini and Personal Computers, operating in a 24/7 environment; Operating System skills to include all variations of Unix and Microsoft Desktop and Server, Networking skills to include TCP/IP, Switching and Routing, Firewalls and Anti Virus Protection. Desktop to include all versions of MS Office Knowledge of Information for Health, LIS processes, National NHS IM&T strategy and National NHS IM&T developments Knowledge of the use of information and information systems in the NHS Application Form Interview References Certificates Proficient in Network Traffic Analysis Methods and techniques for the capture of traffic information and the analysis of this information into its constituent elements

10 OTHER (Please Specify) Full Driving Licence Car available for work purposes Working unsocial hours when required Application Form Interview Document Check Date Prepared: Prepared By: