Live Services sits within the Transformation Directorate of the new NHS England, which has brought together Health Education England, NHS Digital, NHS England and NHS Improvement into one single organisation.
The Transformation Directorate’s vision is to deliver the best care and outcomes for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered.
Live Services operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system. Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We coordinate complex operational activities across environments, teams and organisations in order to achieve this.
Our strategic aims are:
1. NHS wide IT Operations capability
2. Tight alignment with product teams
3. Proportionate governance, performance management and compliance
4. Centre of Expertise for IT Operations in NHS
5. IT Service ownership
6. NHS Enterprise tooling
As a Head of Service Management, you will lead a Service Management and IT Operations team which could consist of up to 100 professionals who manage an extensive portfolio of multiple services delivered by, or through, NHS England Transformation Directorate, working within a highly motivated, supportive, and inclusive senior leadership team. To ensure ongoing alignment of our mutual needs across health and care organisations, delivery partners and stakeholders in other directorates, we will look to you to develop positive relationships to ensure collaborative delivery.
This role requires someone with extensive experience of managing technology, digital and data services and service management teams. You will have the experience and ability to tailor and adapt practices to the needs of different services and customers where appropriate, and an overall desire to standardise delivery and our management approach.
The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:
1. Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
2. Making the NHS a great place to work, where our people can make a difference and achieve their potential.
3. Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
4. Optimising the use of digital technology, research, and innovation
5. Delivering value for money.
If you would like to know more or require further information, please visit NHS England.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person. Your office base will be either Leeds or Exeter.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
NHS England hold a Sponsor Licence; this means that we may be able to sponsor you providing the Home Office requirements are met. To be eligible for sponsorship through the Skilled Worker route you’ll usually need to be paid the ‘standard’ salary rate of at least £38,700 per year, or the ‘going rate’ for your job, whichever is higher.
Knowledge
Essential
1. Excellent written and verbal communication skills, particularly operating in a highly complex and, sometimes hostile, environment
2. Knowledge of IT systems implementation
3. Evidence of consistently delivering complex programmes/projects on target
4. The ability to motivate people and harmonise diverse and conflicting viewpoints
5. The ability to think strategically but also, where necessary, to engage in the detail of complex issues.
6. Proven experience at a senior level of service management, leading change management projects and of partnership working across complex organisations and across disciplines
7. Excellent diplomatic and negotiating skills for work in a complex and politically diverse environment
8. Ability to build confidence with local stakeholders and groups of healthcare professionals
9. The ability to be credible at Board level and with all staff with whom the post-holder is likely to work.
10. The ability to communicate complex and detailed ideas to audiences with differing levels of understanding and needs
11. The analytical ability to comprehend the critical elements of any situation, both quickly and accurately and to inform sound judgments
12. Expressing ideas, plans and vision clearly, under all conditions, in order to gain acceptance and commitment from others to ideas and projects.
Desirable
1. A very good working knowledge of the NHS, and of the issues which are currently driving the NHS and the Programmes for IT
2. Knowledge and experience of procurement in the public sector
Skills and Experience
Essential
1. Significant experience of working within a large scale and complex service management structure, with a significant experience in a senior management position.
2. Proven experience of leading a Service Management team
3. Senior Management experience of ITIL disciplines.
4. Proven experience of leading the implementation of ITIL Service Management process planning.
5. Strong interpersonal skills & able to develop and maintain effective and credible relationships with business leaders and supplier management
6. Proven experience of leading other managers in a matrix management environment to drive the achievement of desired outcomes with members of a team not under direct line management.
7. Senior Management experience of operating IT services.
8. Motivated to provide relevant, prompt and high-quality advice and guidance
9. The ability to form good working relationships with staff internally and externally.
10. Ability to lead and motivate across diverse and multi-disciplinary teams
11. A flexible approach to working, particularly day-to-day plans and location
12. Strong personal impact, drive, enthusiasm, commitment and presence
13. High level of IT literacy; excellent working knowledge of MS-Office
14. A very good working knowledge of the NHS, and of the issues which are currently driving the NHS and the Programmes for IT
15. Proven experience of managing the financial aspects of programmes with responsibility for budgetary control
16. Excellent diplomatic and negotiating skills for work in a complex and politically diverse environment
17. The ability to be innovative and imaginative in devising solutions to problems in novel and complex situations;
18. Proven experience of managing the financial aspects of programmes with responsibility for budgetary control
19. Knowledge of Service Management which commands respect of fellow professionals;
20. Excellent understanding of the NHS, Former NHS Digital and DH.
21. Evidence of consistently delivering desired outcomes from service management activities.
22. Strong leadership; able to select, develop and lead complex and multi-functional teams effectively and lead in a style appropriate to the situation
Desirable
1. Experience in business case development and public sector procurement.
2. Experience of working in a blue-chip professional services organisation.
3. Experience of operating and delivering projects in the public sector
Qualifications
Essential
1. Masters level degree or equivalent experience
2. ITIL v2 Expert
3. Programme and/or Project management qualifications – MSP / PRINCE2
4. Recognised Management qualification or equivalent experience
5. Evidence of continuous professional development
Desirable
1. Membership of professional bodies such as itSMF, BCS
2. Membership of the APM or PMI.
3. Degree qualification in IT management.
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