JOB DESCRIPTION. I.C.T Application Systems & Workflow Manager

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1 JOB DESCRIPTION POST: LOCATION: Service Level Manager Belfast City Hospital GRADE: Band 6 REPORTS TO: RESPONSIBLE TO: I.C.T Application Systems & Workflow Manager I.C.T Service Delivery Manager JOB SUMMARY/MAIN PURPOSE: The post holder will be responsible through the I.C.T Applications and Workflow Manager, for the management of Service Levels within the Trust s I.C.T infrastructure. The post holder will manage the day-to-day operations of proactive Service Levels management across a highly complex organisation with a user base of over 17,500 users and devices ensuring that service level targets are met in accordance with SLAs, OLAs and UCs. The post holder will be responsible for the administration and maintenance of the Trust s relationship with TPMs, senior users and colleagues in relation to service level provision and management. The post holder will advise on and manage service levels in accordance with agreed provision of new systems. The post holder will formulate and manage all appropriate Service Level processes, procedures and monitoring performance ensuring that service levels are fit for purpose and current and up to date. This will involve carrying out frequent SL audits and providing necessary information for keeping ICT Service Catalogues up to date by the service catalogue manager, enabling the ICT department to establish and deliver effective and efficient systems in accordance with Trust objectives and priorities. The post holder will support the I.C.T Applications and Workflow Manager in the design and implementation of a Trust wide System Strategy to support and deliver a secure and reliable service especially ITIL Processes.

2 The post holder will engage with ICT managers from within the Trust and external to the Trust including the Business Services Organisation (BSO), Performance Management and Service Improvement Directorate, suppliers and manufacturers and to identify and advise on server infrastructure design, equipment and requirements. The post holder will lead the Service Level team providing advice, training and line management duties for the team. The post holder will work to achieve the objectives of the Trust as set out in its performance management framework and will be responsible for the development and effective operation of the ICT server infrastructure. The post holder will be responsible for the development and effective operation of the Service Delivery functions in support of the Trust s business objectives. Main Duties/Responsibilities 1 Manage the Service Level Management (SLM) team to provide audit of the Trust s ICT infrastructure to feed into the ICT CMDB. 2 The post holder under the leadership of the Applications and Workflow Manager represents the ICT provided services to the Trust and is responsible for all Service Level Management activities for those services. Carries out regular audit of ICT Application Systems and provides necessary information to the ICT Service catalogue manager keeping the ICT Service Catalogues up to date. Carries out management of the ICT CMDB to meet SL targets. Manages and maintains the catalogue description of existing services offered by ICT Participates fully with in the negotiation of, agreement and maintenance SLAs. Manages, maintains, Negotiates, agrees OLAs within ICT technical teams in conjunction with line management. Analyses and reviews actual service performance against SLAs, OLAs and KPIs for service areas under scope Provides and develops regular reports Service Level Reports on service performance and achievement to the Application systems and Workflow Manager.

3 Reviews SLA targets and metrics where necessary Reviews OLA targets and metrics where necessary Reviews third party underpinning agreements where necessary Identifies appropriate actions to maintain or improve service levels Initiates and co-ordinates actions to maintain or improve service levels Act as a co-ordination point for any temporary changes to service levels Act as a single point of contact for the ICT departments in relation to Service Level Management Acts as a key member of staff in SLA negotiation efforts 3 Ensures that service levels are met with regards to recording and closure of incidents. Provide mentoring and coaching to support staff, which will include technical trouble shooting. 4 Supports the Application Systems and Workflow Manager in managing Service Transition processes within the ICT department. 5 To assist the Application Systems Deployment Manager via the Application Systems and Workflow Manager in managing deployment of systems and peripherals. 6 Participates in Managing the Trust s applications ensuring that service levels are met with regards to performance, resilience and accessibility. 7 Manages and audits any maintenance and support arrangements, which the Trust has contracted to ensure value for money and performance. 8 To assist in maintaining applications ICT security, ensuring that operational staff is suitably trained and that there is full compliance with HPSS and Trust procedures including the Data Protection Act. 9 To assist in the preparation of business cases and option appraisals in relation to Information Communication and Technology projects as delegated by the Applications and Workflow Manager. 10 Reviews operational procedures for the Information Communication and Technology SLM to produce a procedures manual and ensure that agreed standards are implemented on a continuous basis. 11 Assist the Applications and Workflow Manager in the production of an annual training plan for staff within the application support section, undertaking training needs analysis where necessary.

4 12 Establish projects under the direction of the Applications and Workflow Manager, co-ordinate the creation of working groups and project teams and undertake a project management role including the production of related documentation e.g. Project plans. 13 Keep abreast of new developments in Information Communications and Technology in order to ensure that possible benefits to the Trust may be identified. 14 Contribute to the development and implementation of strategic plans for the development of Information Communication and Technology systems through the production of work and resource plans for all staff within the section and review this on a quarterly basis. 15 Liaise closely with appropriate hardware and software suppliers. 16 To act as the single point of ownership for effective provision of SLM within the Trust ICT infrastructure. 17 Produce documentation on all aspects of Trust SLM, carry out regular SL Audit, provides necessary information to Service catalogue manager for the maintenance of ICT Service Catalogues. 18 Undertake any other duties commensurate with the position as agreed with the Applications and Workflow Manager and Service Delivery Manager. 19 Post holder will participate on Trust s ICT On-call rota. Staff Management To manage on a day-to-day basis, allocated staff so as to ensure that the needs of the service are resourced at all times. This will include ensuring that supervision is in place and that staff rotas are prepared and resourced. To ensure ongoing monitoring of sickness levels, annual leave etc and ensuring that appropriate personal records are maintained for all members of staff. To participate in the recruitment and selection of staff, disciplinary procedures as necessary and ensure that all relevant personnel forms are authorised and processed in a timely manner.

5 To ensure that training and induction processes are in place and that staff have an individual SDR in accordance with Trust policy To manage and supervise the work and daily performance of the staff responsible for the delivery of ICT services. To set objectives, review performance and develop the skills of directly supervised staff ensuring that appropriate training and development plans are formulated and provide coaching particularly in relation to operational management techniques. Information Management To ensure that protocols governing information confidentiality, security and data protection, are in place at all times. Risk Management To ensure that a Risk Register is maintained for the service delivery function and that all identified risks are managed in the appropriate manner. To ensure that the Service delivery achieves the required level of Controls Assurance compliance and that all Controls Assurance documentation is competed in a timely manner. Personal Development To ensure a personal commitment to maintaining a high quality of service to users through continual development of practice To formulate, in conjunction with the ICT Applications and Workflow Manager, a personal development plan to identify and address personal development needs. Communications And Working Relationships The post holder must establish good working relationships and clear communications with colleagues within Belfast Trust, the Business Services Organisation (BSO), Performance Management and Service Improvement Directorate and other external organisations and other stakeholders.

6 These working relationships need to be effective at every level and across all disciplines. The role will require motivational and performance management skills to ensure objectives are communicated in an appropriate manner. General Responsibilities Employees of the Trust are required to promote and support the mission and vision of the service for which they are responsible and: At all times provide a caring service and to treat those with whom they come into contact in a courteous and respectful manner. Demonstrate their commitment by their regular attendance and the efficient completion of all tasks allocated to them. Comply with the Trust s Smoke Free Policy. Carry out their duties and responsibilities in compliance with the Health and Safety Policies and Statutory Regulations. Adhere to Equality and Good Relations duties throughout the course of their employment. Ensure the ongoing confidence of the public in-service provision. Maintain high standards of personal accountability. Comply with the HPSS Code of Conduct. Records Management All employees of Belfast Health & Social Care Trust are legally responsible for all records held, created or used as part of their business within the Belfast Health and Social Care Trust, including patient/client, corporate and administrative records whether paper based or electronic and also including s. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information Act 2000, the Environment Regulations 2004 and Data Protection Act Employees are required to be conversant with the Belfast Health and Social Care Trust policy and procedure on records management and to seek advice if in doubt. Environmental Cleaning Strategy The Trusts Environmental Cleaning Strategy recognizes the key principle that Cleanliness matters is everyone s responsibility, not just the cleaners Whilst there are staff employed who are responsible for cleaning services, all Trust staff have a responsibility to ensure a clean, comfortable, safe environment for patients, clients, residents, visitors, staff and members of the general public. Infection Prevention and Control

7 The Belfast Trust is committed to reducing Healthcare associated infections (HCAIs) and all staff have a part to play in making this happen. Staff must comply with all policies in relation to Infection Prevention and Control and with ongoing reduction strategies. Standard Infection Prevention and Control Precautions must be used at all times to ensure the safety of patients and staff. This includes:- Cleaning hands either with soap and water or a hand sanitiser at the appropriate times (WHO 5 moments ); Using the correct 7 step hand hygiene technique; Being bare below the elbows when in a clinical environment; Following Trust policies and the Regional Infection Control Manual (found on intranet); Wearing the correct Personal Protective Equipment (PPE); Ensuring correct handling and disposal of waste (including sharps) and laundry; Ensuring all medical devices (equipment) are decontaminated appropriately ie cleaned, disinfected and/or sterilised; Ensuring compliance with High Impact Interventions. Clause: This job description is not meant to be definitive and may be amended to meet the changing needs of the Belfast Health and Social Care Trust.

8 JOB SPECIFICATION POST: Service Level Manager LOCATION: Belfast City Hospital ESSENTIAL CRITERIA 1) 3rd level ICT qualification (where ICT is more than 50% of course content) 2) 2 years experience of ITIL Lifecycle Stream. Or 4 years knowledge and experience of ITIL processes and in particular Service Level Management. 3) Have worked with a diverse range of stakeholders, both internal and external to the organisation, to deliver utilised applications for a minimum of 2 years in the last 4 years. 4) Have successfully demonstrated the ability to present analysis and communicate with senior professional audiences through high level interpersonal and verbal/written communication skills 5) Have successfully demonstrated an ability to manage service levels and relationship with stakeholders both internal and external to the Trust. 6) Experience of working closely with Suppliers to achieve challenging targets and delivering value for money DESIRABLE CRITERIA

9 7) 3 years experience in staff supervision 8) Experience of Application Systems and peripheral deployment 9) Knowledge of ITIL Capability Stream 10) Demonstrate evidence of a proven track record in delivering effective ICT programmes to a range of healthcare provider staff meeting a full range of key targets and making significant improvements for a minimum of 2 years in the last 4 years NOTE: Where educational/professional qualifications form part of the criteria you will be required, if short listed for interview, to produce original certificates, and one photocopy of same, issued by the appropriate authority. Only those certificates relevant to the short-listing criteria should be produced. If educational certificates are not available an original letter and photocopy of same detailing examination results from your school or college will be accepted as an alternative. If successful you will be required to produce documentary evidence that you are legally entitled to live and work in the United Kingdom. This documentation can be a P45, payslip, National Insurance Card or a birth certificate confirming birth in the United Kingdom or the Republic of Ireland. Failure to produce evidence will result in a non-appointment.

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