Serving the Midland DHBs through network coordination and support excellence POSITION DESCRIPTION Position: Regional Service Manager Reports to: Director, Regional Service Delivery Responsible for: Up to 15 direct and/or indirect reports Internal Relationships: HealthShare Regional IS Team and other staff espace Programme staff DHB CIOs and Regional IS leadership DHB Service Supplier IS teams Regional governance and advisory groups Key customer contacts External Relationships: Key health and disability sector agencies, suppliers and our customers Employment Agreement: Individual Employment Agreement Hours of Work: 40 hours per week Declaration I certify that I have read this position description and reasonably believe that I understand the requirements of the position. I understand that: a) this position description may be amended by the employer following reasonable notice to me b) I may be asked to perform other duties as reasonably required by the employer in accordance with the conditions of the position. Position Holder's Name : Position Holder's Signature : Manager's Name : Manager's Signature : Date of signing:
POSITION SUMMARY Role: The Regional Service Manager is responsible for the day to day management of Service delivery of HealthShare Ltd contracted services under the direction of the Director Regional Service delivery. Key accountability is to ensure the availability and performance of services to the Midland Region DHBs in line with agreed service contracts. The environment that this role operates in is complicated and challenging with a wide range of key business, clinical and IS stakeholders. As such the role holder is expected to be able to effectively influence and persuade at all levels in such an environment so that the appropriate and necessary outcomes are achieved. The role is based within the Midland region with a requirement for regular travel (including overnight stays) across the Midland region to engage with regional IS leadership, the distributed team and various stakeholders. In this pivotal leadership position, the Regional Service Manager will manage the establishment of regional service management processes, the transition of new regional IS services into operation, and the delivery and ongoing service lifecycle of regional IS services. Responsibilities: Overall management of the delivery of the HealthShare contracted services. Ensure the delivery of agreed and defined services in line with service requirements (including privacy and security) to meet clinical and business needs. Establish and maintain effective working relationships with key stakeholders to ensure appropriate engagement in relation to their perspectives and needs. Establish effective measures of the service delivery performance, for each contracted service, against service expectations in order to meet the customer experience requirements. Monitor and report customer satisfaction ensuring regular surveys are completed and reported identifying trends and areas for improvement. Provide day to day leadership and direction for service management resources and suppliers. Deliver the services in a manner that inspires confidence from key stakeholder groups, and establishes HealthShare as a trusted provider of Regional IS services. Responsible for monitoring and managing service delivery, and escalating service issues as required within service delivery structures, and if necessary within the customer DHBs. Responsible for release management of operational regional IS services. Establish new, and enhance current, operational service management policies and procedures to improve performance on a continuous improvement philosophy. Work with regional programme and project teams to establish and facilitate new services to the DHBs. Ensure that the services continue to support the needs of the customer in an effective and affordable manner. Keep abreast of current ICT developments and identify opportunities to use technology and systems more efficiently and effectively to improve service delivery. Lead service assurance activities. Provide effective contract, license and asset management for regional IS services Page 2 of 5
Provide effective financial management of service delivery against approved budgets, including identification of savings and service improvement. Ensure service supplier and vendor relationships are developed, maintained and managed to a level that supports successful delivery of regional services within budgets. Champion and lead service communications, including the provision of reports as required. Key Activities Collaboratively develop, implement and maintain the following processes in line with ITIL: o Operational transition from project delivery (OAC) o Incident Management o Release (including maintenance scheduling and upgrade) management o Issue Management (including financial and status reporting) o Change/variation Management o Any other processes identified and agreed as necessary Consistently set the tone for the service delivery through modelling the required behaviours of regional collaboration, a strong delivery focus and integrity through all activities undertaken, as well as providing strong leadership to ensure that this is mirrored in others and related roles. Provide appropriate governance of information systems capability through management review, maintenance of standards and adherence to HealthShare and service lifecycle requirements. Management of the service model and its implementation with the DHBs and vendors. Day to day management and ownership of the operational IS/IT interfaces with the DHB customers, IT teams and the application providers. Manage any escalations to resolution related to any of the contracted services. Agree, maintain and report the success criteria for the service to ensure that there is commitment and acknowledgement from involved parties. Ensuring that appropriate and sufficient administration, reporting and record keeping is undertaken, in line with regional standards. Participate and contribute to annual budgeting cycles. Communicate delivery expectations to managers, owners, sponsors, team members and other stakeholders in a clear and concise fashion. Where necessary create and agree new: o Organisational level agreements, o Service Level Agreements, o Service contracts, and o Regional Service catalogues Assess, control and manage the risks to the service, prepare mitigation and contingency plans. Oversee operational testing, training, documentation and implementation support with assistance from other team members Management of change control, variations, and configuration management. Page 3 of 5
Exercising financial prudence in relation to budgets and remaining within any Delegated Authorities at all times. Contribute to the Application Portfolio Management processes Ensure that national directives in relation to IS Operations Assurance are understood, implemented and leveraged for value. Health & Safety Each HealthShare staff member is responsible for ensuring the safety of themselves, their colleagues and visitors and to comply with all health and safety policies, procedures and guidelines. A healthy workplace culture is reinforced through work practices that ensure the safety of all. Workplace health and safety initiatives are proactively supported. Hazard management and incident management processes are adhered to within the agreed timelines. Emergency management procedures and compulsory / compliance education and training is completed. Advice or assistance is sought before commencing an unfamiliar work practice. Measures of Success Periodic performance reviews and Director, Regional IS Service Delivery satisfaction with: o service availability, delivery, and quality in line with agreed SLAs o feedback on customer satisfaction, o feedback on the working relationship with suppliers o transparency, understanding and accuracy of reporting, o currency of service portfolio and supporting information Successful transition of new regional services into operational service delivery Successful use of regional IS service management processes across regional IS services Compliance with agreed standards PERSON SPECIFICATION Formal Education & Certification A degree qualified IS professional with experience of relationship and customer management, preferably at CIO or senior IS management level Experience in a customer facing role within an IS service provider or IT/IS vendor ITIL qualified Knowledge & Experience Minimum of 5-10 years direct work experience in an IT service management or other senior IS management capacity, including all aspects of process development and service implementation. Demonstrable experience in the concurrent management of multiple vendors/customers. Demonstrable contract, license and asset management experience. Minimum of 5 years experience in New Zealand health industry. Page 4 of 5
Understanding of health sector service delivery and experience in implementing or operational management of IT solutions that support health service delivery and access to electronic health information. Demonstrable familiarity with ITIL Service management methods. Demonstrated experience in personnel management. Excellent written and verbal communications skills. Personal Attributes Outstanding interpersonal skills. Ability to facilitate relations between vendors, business groups and technology departments. Experience at working both independently and in a team-oriented, collaborative environment is essential. Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities. Persuasive, encouraging, and motivating. Advanced interpersonal, written, and oral communication skills. Advanced ability to use the Microsoft Office suite of products. Adept at conducting research into service-related issues and products. Must be able to learn, understand, and apply new technologies. Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial. Work Conditions Flexible with regular deadlines. Midland region based with regular travel and overnight stays required for the purpose of meeting service delivery clients, stakeholders, or personnel/ management. Driving regionally. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects. Page 5 of 5