Job summary
- Main area
- Digital Services
- Grade
- 6
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 319-6027389PM-A
- Employer
- Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust
- Employer type
- NHS
- Site
- Northumbria Healthcare Manufacturing and Innovation Hub
- Town
- Seaton Delaval, Whitley Bay
- Salary
- £35,392 - £42,618 per annum
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
ITSM Team Leader
6
Do you want to work in one of the best performing NHS organisations in England? Work for an organisation that was voted the best acute and combined acute and community trust in the country, based on the experience of its staff (NHS Staff Survey 2022). Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare and, this is…the Northumbria Way!
What the Northumbria Way means for you:
- Extensive staff health and well-being programme including access to our specialist Wellbeing Hub
- Support and connection through a variety of Staff Network groups
- A range of flexible working opportunities
- Generous annual leave and pension scheme
- Access to lease car and home electronics scheme (qualifying criteria applies)
- Opportunities to improve your professional development through our vast training programmes
- On-site nursery places via salary sacrifice
- Access to savings scheme via salary sacrifice with Northumberland Community Bank
We are proud to be one of the country’s top performing NHS trusts – rated ‘outstanding’ overall by the Care Quality Commission (CQC). We provide a range of health and care services to support more than 500,000 people living in Northumberland and North Tyneside across the largest geographical area of any NHS Trust in England. Our teams deliver care from hospitals, a range of community venues and people’s homes. Our hospitals include a specialist emergency care hospital (the first of its kind in England), three general hospitals and community hospitals. In the community we deliver a wide range of community and public health services.
We lead in innovation and quality, having opened the Northumbria Healthcare Manufacturing and Innovation Hub during the Covid-19 pandemic and have recently launched our Community Promise – a pledge to make a real impact not just in healthcare but on the wider factors that affect people’s lives, such as education, employment and the economy.
If Northumbria Healthcare sounds like somewhere you could belong we would love to hear from you. Visit our website to catch up on our latest news.
Job overview
The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA).
Main duties of the job
Northumbria Healthcare NHS FT provides health and social care services in Primary care, Acute hospitals, Community hospitals and services and adult Social care (PACS) through the 10000 employed staff. Northumbria Healthcare’s Digital Services team provide all of the technology and technical development to assist in the current electronic systems and
the development and delivery of the drive to be paper free at the point of care.
The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA)
Working for our organisation
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality – opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read ‘applicant guidance notes’ before submitting your application.
Detailed job description and main responsibilities
• Lead and manage the Service Desk team, ensuring the delivery of high-quality IT services in line with NHS standards and best practices.
• Provide effective line management and leadership to the Service Desk team, overseeing their day-to-day operations, and ensuring timely incident resolution, problem management, and service request fulfilment.
• Foster a customer-centric culture within the team, promoting excellent customer service, efficient communication, and a positive user experience.
• Collaborate with stakeholders, including IT teams, business units, and end-users, to understand their IT service needs and ensure effective coordination, communication, and alignment of services.
• Monitor and report on the performance of the Service Desk team, leveraging key performance indicators (KPIs) and metrics to identify areas for improvement and ensure continuous service enhancement
• To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.
Person specification
Qualifications
Essential criteria
- Educated to degree level or equivalent experience, demonstrable in team management plus additional expert specialist knowledge in ITSM and ITIL methodology.
- Significant experience in an ITSM leadership or managerial role.
- Proven experience in managing and leading a team within an ITSM environment.
- Demonstrable experience in implementing and managing ITSM processes like Incident Management, Problem Management, Change Management, and Service Request Management.
- In-depth knowledge of ITSM best practices, preferably demonstrated by ITIL certification.
- Strong understanding of IT service management processes, including but not limited to incident management, problem management, change management, and service request management
Employer certification / accreditation badges
Applicant requirements
You must have appropriate UK professional registration.
Documents to download
Further details / informal visits contact
- Name
- Mathew Burns
- Job title
- Service Operations Team Leader
- Email address
- [email protected]
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