Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Responsible for the delivery of an efficient, responsive, effective and customer focused service through the management of an Applications support service team

Ensure system downtime is minimised and associated risks are mitigated

Ensure business benefits are realised from new and existing systems.

The post-holder will ensure knowledge and information is shared and that the systems are continually reviewed to fully utilise it to the benefit of all parties.  

The post holder will develop close working relationships with all members of the Digital Services team and the wider user community.

Manage and co-ordinate the Senior System Specialists and all procedures associated with the successful running of the service, ensuring the teams are adequately trained and prepared to offer a high-quality service.

Work closely with the Digital Head of Product Engineering ensuring all system administration tasks suitable for first line support are clearly documented, scripted and delegated to service desk teams.

Work closely with the Data Engineering team ensuring all systems are configured to capture quality data suitable for use within the Data Warehouse and reporting suite.

Work closely with Trust Divisions and Data Engineering teams ensuring data quality issues are addressed at source of entry.

Ensure that the systems are used effectively, efficiently and safely, working with service managers and third-party suppliers in relation to new developments and the management of issues.

Assist the Digital Applications Lead in providing leadership in the management and development of clinical systems that support the delivery of patient care, advising the Trust on their future development.

Assist the Digital Applications Lead in providing evaluation of clinical services and their development in collaboration with service managers, other heads of Digital Services functions and corporate managers.

Work closely with the Programme Management Office during the implementation of new systems / modules or new versions of software as required. Prior to any implementation, plan, in line with Trust standards for the project, to identify training requirements, ensure courses are prepared and if necessary, prepare and deliver training sessions. 

Lead, manage and action the resolution of incidents, problems and requests in own area in an efficient and professional manner, whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, seeking further advice and information within Digital Services, when necessary.

Be responsible for escalated calls in own area.

Liaise closely with users to manage incidents, problems and service requests in own area to a satisfactory conclusion, providing full information and advice and investigating complaints in line with departmental policy.

Support the provision of specialist training for staff from own or other disciplines on own subject area, when required.

Ensure the appropriate level of cover is provided, arranging on-call and 24 hour working where appropriate.

Ensure the Digital Services documentation and knowledge sources (intranet, etc.) content is accurate and relevant for responsible area.

Review and update job descriptions annually ensuring new requirements and technologies are accommodated.

Ensure risks and issues are updated and administrated routinely using the Trust’s risk management tool and in line with Trust risk management policy.

Assist with Freedom of Information requests.

Human Resources

Line manage own team in line with appropriate policies, procedures, working practices and guidelines, ensuring all resources are deployed to maximise an efficient and effective delivery of support services to patients and users.

Provide regular performance reports on progress, status and achievements for own area to be used by management and users.

Undertake, support and document the development of staff in line with personal development reviews and other associated guidance.

On occasion the post holder may be required to work unsociable hours to support and/or enable the delivery of key programs or projects.

Participate in an on-call or out-of-hours service.

Visit other sites as required.

Financial/Physical Resources

Assist with the management of financial resources allocated to own areas and make proposals to maximise those resources through budget setting, recharges, long term financial planning and cost saving opportunities.

Be responsible for the safe use of ICT hardware and software, including installation, repair and maintenance

Monitor the maintenance and support contracts allocated to own area, ensuring continuity of service and budget management.

Liaise with third party suppliers to identify and evaluate potential value for money contracts.

Liaise with external agencies, suppliers and contractors ensuring delivery of service is in line with agreed contracts.

Participate in business appraisals and business case production when required in partnership with Trust stake holders. Undertake solution searches and appraisals of supplier proposals.

Ensure Trust procurement processes and procedures are followed in a timely and efficient manner and participate in the procurement process where relevant, providing assistance for the development and assessment of procurement documentation as required. 

Ensure Trust Standing Financial Instructions (SFIs) and procurement guidelines are followed and adhered to. 

Project Management

Advise and participate in the development and implementation of projects, ensuring Digital Services provision of integrated solutions and user objectives are achieved.

Ensure project tasks are successfully delivered in line with agreed timescales and budgets.

Support the activities of project boards, including leading on work packages 

Ensure any project management documentation or reports are delivered in line with agreed standards and timescales.

Policy/Service Development/Governance

Act as an ambassador for Digital Services by developing and maintaining excellent working relationships with users across the organisation to deliver a high quality, standard IT culture to achieve local requirements and national targets.

Lead in the development and maintenance of a culture of service provision and continuous improvement for own areas.

Be responsible for developing and/or implementing policies for own work area and for proposing changes to policies, in line with legislation, Trust and NHS policies and guidelines across the Trust, where appropriate. 

Pro-actively participate in ensuring that Digital Services delivered within the Trust reflect best practice with respect to organisational, NHS and legislative requirements and guidelines including IT Infrastructure Library (ITIL), Data Protection Act (1998), Information Standards, Information Security and compliance with NHS Information Governance.

Lead in Information Governance and security as required and ensure appropriate governance and security in own area.

Implementing quality management system, undertaking audits designed to improve IT systems and services.

Ensure change management is applied in own areas and follows implemented policies and procedures.

Ensure all documentation relating to own area is complete and fit for purpose and all releases relating to hardware, software and documentation is controlled.

Ensure there is a proactive and comprehensive approach to risk management and be responsible for service continuity for own area and participate in the Digital Services continuity planning.

Provide Root Cause Analysis (RCA) for allocated incidents and problems; instigating emergency action, when required, liaising with other Trust Managers, as appropriate.

Business Continuity Management

Contribute to the development, exercising, maintaining and reviewing of business continuity plans.

Participate in the business impact analysis exercises highlighting critical business processes
within own area.

Be familiar with the Trust Business Continuity Plan and personal responsibilities within where applicable.

This job description is not intended to be exhaustive. The post holder may be required to undertake other duties and responsibilities appropriate to the role and commensurate with the level and responsibilities of the post. Duties may be reviewed and amended from time to time in response to the changing needs and priorities of the service.

Values

Ability to demonstrate the organisational values and behaviours