Job Description:
IT Service Owner
Location: Bupa Place, Kirkstall Forge, Willow House or Angel Court
Full time: 37.5 hours per week
Permanent Contract
Salary: up to £45,000 dependant on experience
Hybrid working options available
We consider all types of flexibility, including locations, hours and working patterns.
We make health happen
At Bupa, we’re passionate about technology. With colleagues, customers, patients and residents in mind, you’ll have the opportunity to work on innovative projects and make a real impact on their lives.
Right from the start, you’ll become part of our digital strategy, joining us on our journey and developing yourself along the way.
A rare opportunity has arisen to join the exciting Bupa Health Clinics Tech Support Team as an IT Service Owner. This is your opportunity to be involved in one of the most exciting and dynamic areas within Bupa IT. Working in a predominantly SaaS environment, you will play a key role in helping us to deliver our exciting plans for change and growth, working closely with our colleagues in the Clinics to help us achieve our ambition to be the world’s most customer-centric healthcare company.
We are looking for an experienced IT professional with a strong background in Application Service Management, Service Optimisation, Resilience, and Continuous Improvement.
How you’ll help us make health happen:
1. Lead on incident response, working with our suppliers and communicating with our end users to ensure swift resolution and thorough root cause analysis.
2. Lead regular service reviews with our suppliers ensuring that we work together as an effective team to provide an excellent, reliable service for end users.
3. Act as an escalation point and key point of contact for all services within your portfolio.
4. Work within a small team, supporting colleagues as needed to ensure coverage for the entire clinics portfolio of services is maintained.
5. Ensure the security and compliance of all products and services within remit by collaborating with specialist colleagues.
6. Gather feedback from the business on service performance and establish performance improvement plans for specific products or overarching service delivery.
7. Support the onboarding of new products into the portfolio and lead the introduction of new services.
8. Identify and implement opportunities for automation.
9. Work closely with the Clinics Systems Support team and Service Desk to ensure seamless end-to-end service for end users, collaborating on service improvement opportunities.
10. Serve as the conduit and escalation point between the business and internal/external service providers in incident and security management, including complying with and supporting activity for CQC (Care Quality Commission) and other regulators.
11. Manage the CMDB (Configuration Management Database) - population, creation of service map, understanding application/infrastructure interdependencies.
12. Drive a culture of continuous improvement by identifying trends within incidents and tasks and analyzing opportunities to improve.
13. Run daily jobs/routines/activities required to keep applications in the portfolio running effectively.
14. Manage obsolescence with the relevant parties and maintain obsolescence registers across products and product dependencies.
Key Skills / Qualifications needed for this role:
1. ITIL Practitioner.
2. Excellent problem-solving skills, judgement, high emotional intelligence, and interpersonal skills.
3. Cross-functional technical and business experience in turbulent corporate environments.
4. Able to hold senior leaders accountable for day-to-day decisions and implementation of initiatives.
5. Strong collaboration and influencing skills.
6. Adaptability and staying current with technology trends.
7. Systems administration and troubleshooting.
8. IT infrastructure support.
9. Change management and management of a change log.
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical to financial, social, and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.
Joining Bupa in this role, you will receive the following benefits and more:
1. 25 days holiday, increasing through length of service, with the option to buy or sell.
2. Bupa health insurance as a benefit in kind.
3. An enhanced pension plan and life insurance.
4. Onsite gyms or local discounts where no onsite gym is available.
5. Various other benefits and online discounts.
At Bupa, we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change roles. For more guidance please click HERE.
Before you apply for a vacancy, please ensure your job history on your workday profile is up to date with all your career history and achievements. This will ensure the Recruitment team has all the relevant information they need to review your application.
Please be aware that if you’re successful in securing this role, there may be changes to your notice period and other terms and conditions; your recruiter will be able to advise what this means for you during your application.
Why Bupa?
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.
We encourage all our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.
Time Type: Full time
Job Area: IT
Locations: Angel Court, London, Bupa Place, Kirkstall Forge, Staines - Willow House, Various Locations
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