Applications Manager

The Christie International; Manchester; On-site; GBP 42,000 - 62,000; Full time

Job summary

The Christie NHS Foundation Trust in Manchester is seeking an Applications Manager to lead the Applications support service team, ensuring efficient second line support for clinical and non-clinical systems. The role emphasizes delivering against internal SLAs and managing projects such as implementations and upgrades.

You will collaborate with the Digital Applications Lead and Data Engineering teams, driving system improvements and governance within a NHS Digital Services context.

Qualifications

• University degree or demonstrable equivalent experience.
• Experience in leading a team to deliver time-limited projects.
• Experience working with third party suppliers and managing escalation.

Responsibilities

• Lead the Applications support service team to deliver second-line support.
• Ensure SLA-driven service delivery and escalation handling.
• Manage application projects including implementations and upgrades.
• Collaborate with third-party suppliers and internal stakeholders.
• Plan training requirements and deliver as needed.

Skills

Leadership

Team management

Stakeholder communication

Problem solving

Project coordination

SQL knowledge

Education

University degree or equivalent experience

Tools

Word

Excel

PowerPoint

Project

Job description

12-month fixed term contract to cover maternity leave. 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.

Main duties of the job

You will work closely with the Digital Applications Lead to maintain and develop the Applications Team and the departmental clinical and non-clinical systems they support. As an Applications Manager, you will be responsible for the efficient delivery of a second line support service for our clinical and non-clinical applications, focusing on the delivery to internal service level agreements. You will also be responsible for ensuring the successful delivery of application-based projects such as new implementations and upgrades. These responsibilities are shared with other Applications Managers. You will require a university degree or have demonstrable equivalent experience and have managed time limited projects, leading a team, to deliver results whilst working with third party suppliers to agreed deadlines.

You will have excellent problem solving, communication and organisational skills, along with experience of managing a team within a Digital environment. A detailed knowledge of how computer systems support patient care and the management processes within an NHS Trust will be essential as will experience of working in a system management role.

Working for our organisation

The Christie is one of Europe’s leading cancer centres, looking after more than 64,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 25% patients are referred to us from other parts of the country.

We are the largest radiotherapy provider in the NHS with one in 20 treatments delivered at The Christie. We have up to 15 linear accelerators operating across our network of sites. We operate the largest chemotherapy unit in the UK on our main site and treatments are also provided at 13 other networked sites, and in patients homes. And as a specialist tertiary surgical centre, we focus on rare cancers, complex procedures, and multidisciplinary approaches to cancer surgery, specialising in colorectal, peritoneal, gynaecological, urological and plastic surgery.

We are also an international leader in research, with world first breakthroughs for over 100 years. We have been named by the UK’s National Institute for Health Research (NIHR), as one of the best hospitals providing opportunities for patients to participate in clinical research studies, with more than 800 studies open at any time, caring for over 3,000 patients.

Detailed job description and main responsibilities

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

Person specification

Qualifications

• University degree in a related subject or demonstrable equivalent experience
• Relevant professional or technical qualification
• PRINCE Foundation
• ITIL

Experience

• Experience involving close working relationships with senior managers, users and stakeholders. (Preferably within a healthcare environment)
• Experience working with Digital professionals and senior managers on the strategy, development and use of Digital
• Experience of liaising with and managing 3rd party suppliers / contracts
• Experience of delivering complex Digital projects, (Preferably within a healthcare environment)
• Creating new policies, procedures and system documentation relating to Digital management
• Experience of producing documentation and reports to a Board level standard
• Successful track record of achieving service improvements through initiating the use of new technologies and supporting the management of change
• Extensive experience with Microsoft Word, Excel, PowerPoint, Project, Visio and Outlook
• IT literacy in network principles, server hosting, system interfacing, web applications, system automation, client/server models and databases
• Experience of successfully managing a number of equally important tasks successfully
• Substantial experience in use of a variety of administrative and clinical systems within healthcare
• Proven track record of successfully delivering system implementations and upgrades on time and to specification
• Track record of managing teams to implement solutions and deliver agreed benefits
• Creating new policies, procedures and system documentation
• Demonstrable experience in similar role
• Management of the financial resources associated with the services undertaken

Skills

• Excellent communication skills – verbal, written, presentational and interpersonal
• Ability to directly supervise a large team including recruitment, appraisal and work monitoring
• Strong problem-solving approach to issue resolution and ability to work under pressure
• Ability to liaise across Digital Services disciplines ensuring common objectives are delivered
• Ability to work with senior management peers to maintain operational services with minimum supervision
• Good organisational skills including time management, record keeping and attention to detail
• Advanced keyboard and telephone skills
• Ability to interpret the working practices of others and manage the introduction of new ways of working to improve service delivery creating documentation and policies as required
• Ability to communicate complex system and technical issues to a variety of staff at different levels within the organisation
• Ability to use own initiative, coach individuals and lead a team engendering enthusiasm and commitment
• Able to work to deadlines, prioritise and manage workload in a busy and changing environment
• Well presented, flexible, positive, resilient, methodical, team player
• Ability to work under pressure
• Influencing and negotiating skills
• Analytical skills in data extraction, data analysis and report writing
• SQL knowledge
• Knowledge of NHS coding standards – OPCS, ICDx, SNOMED
• Knowledge of system integration processes and practices (e.g., HL7, FHIR, etc.)
• Knowledge of Digital solution architecture

Knowledge

• Extensive knowledge of hospital services and how services interlink
• Specialist knowledge of how Digital systems can support clinicians in the treatment of patients within a hospital
• Knowledge of NHS England, NHS Digital and Department of Health strategies, policies and guidance
• An understanding of the NHS Digital Services Strategy and its implications
• Knowledge of Cancer Services
• Knowledge of radiology services and systems
• Knowledge of laboratory services and systems
• Understanding of how services are commissioned within the NHS
• An understanding of an NHS Trust’s obligations in relation to the submission of information to external parties

Values

• Ability to demonstrate the organisational values and behaviours

Other

• Evidence of continuing professional and personal development
• Ability to participate in out-of-hours on-call Rota as required
• Requirement for occasional travel to other sites
• Working hours ensuring core clinical system coverage from 8:00am to 6:00pm weekdays
• Ability to undertake out-of-hours, weekend and Public Holidays as required
• Driving License / Car Owner

The closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.

We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website.

Pre-Employment Checks - To confirm your suitability for the role, we will carry out pre-employment checks in line with NHS Employment Check Standards. These include:

• Identity verification
• Right to work check
• Disclosure and barring service (DBS)/Criminal record check (dependent on role, payment of this will be the applicants responsibility)
• Professional registration and/or qualification checkOccupational health assessment
• Employment history and reference validation

All applicants external to The Christie NHS Foundation Trust will be required to provide their HMRC employment history to cover the most recent three years employment. This information will used to validate employment history andreferences.

If you require sponsorship, we will assess your eligibility based on current government guidance. If the role is not eligible and you cannot demonstrate your right to work, your conditional offer may be withdrawn.

If You're Offered the Role - you will be agreeing to The Christie NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email, please ensure you check your junk/spam folders as emails are sometimes filtered there.

The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and will form part of the recruitment process. In the event that you are successful following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.

No Smoking Policy - You should be aware the Trust operates a No Smoking Policy and therefore employees are not permitted to smoke at work.

Additional Information - We want to ensure that everyone who works at the Christie or uses our services is welcomed, valued and treated with dignity and respect. The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. In support of these commitments, we particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be only on merit.

We are committed to creating a balanced and diverse workforce. As such we welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy. The Christie NHS Foundation Trust is committed to the highest standards of ethical conduct and integrity in all our activities. We have a zero-tolerance approach to modern slavery in any of its forms, including slavery, servitude, forced or compulsory labour, and human trafficking. We are fully committed to acting ethically and with transparency in all our business dealings and relationships, and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our organisation or supply chains.

Employer certification / accreditation badges

Name Jared Baguley Job title Digital Applications Lead Email address [e-mail] Telephone number 07342 078 129 Additional information

Matthew Bradbury - Applications Manager - [e-mail]