ITSM Manager (NHS AfC: Band 6) - Digital - East of England Ambulance Service Trust
East of England Ambulance Service Trust – Norwich, Norfolk
The ITSM Manager is responsible for the technical project management of the Digital Department’s IT Service Management system implementation and upgrades, from the planning to the delivery phases.
They will partake in regular Service Review Meetings with the supplier, raising issues with the service provided to the appropriate stakeholders, both internal and external to the Organisation.
The ITSM Manager is responsible for determining and implementing future requirements through the analysis and review of systems, processes, and stakeholder engagement sessions, leading detailed design phases for small to medium projects.
The ITSM Manager is responsible for identifying where improvements and efficiencies can be made and driving the requirements through to business case recommendation in line with strategic objectives.
As the ITSM subject matter expert, they will perform changes to the system and provide training and user documentation to technicians and end users, to ensure the delivery of a resilient, reliable, and effective day-to-day technology service to the user population of the East of England Ambulance Service.
The ITSM Manager proactively gathers and analyses data to identify needs and recommend solutions.
They work across Teams and Departments to eliminate redundancies and improve efficiency.
The ITSM Manager is responsible for translating customer requests into technical requirements, ensuring the Department’s change management process is adhered to.
1. To review, evaluate, test and recommend revisions of specific software supported by the role.
2. To ensure that the software is operational, and immediately inform appropriate colleagues and/or suppliers if issues are identified.
3. To be responsible for ensuring routine systems maintenance and administrative activities are undertaken within the agreed product contracts, to ensure the systems are well maintained and operate at optimum capability.
4. To be responsible for ensuring the systems are upgraded to the latest supported version.
5. To manage small and medium sized Trust wide projects where onboarding is required for the products the ITSM Manager supports.
6. Responsible for translating customer requests into technical requirements, ensuring the Department’s Change Management Process is adhered to.
7. To report on progress of faults and projects to Senior Management and other affected stakeholders ensuring the Incident Management Process is adhered to, and to identify and escalate issues and risks, as necessary.
8. To ensure all major issues and risks are escalated to Senior Management, as appropriate, using the agreed escalation routes and policies.
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
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