Applications Service Manager

St George's University Hospitals NHS Foundation Trust; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading healthcare trust in Greater London is seeking a dedicated Service Manager for IDT Applications. The successful candidate will oversee the service management of critical applications, ensuring efficient and effective processes. Responsibilities include managing service delivery, liaising with stakeholders, and maintaining quality standards. Applicants should hold a master's degree, possess ITIL certification, and have extensive experience in IT Service Management. This role is permanent and full-time, offering an opportunity to significantly impact healthcare IT services.

Qualifications

• At least five years post degree experience in IT Service Management, ideally for Applications.
• Experience of Incident, Problem Management, Service planning, and change management processes.

Responsibilities

• Responsible for the service management of IDT Applications from requesting to completion.
• Ensure that processes are effective, integrated, and in line with Trust standards.
• Work closely with managers to deliver the Applications and Clinical Systems service.

Skills

Excellent verbal and written communication skills

Highly efficient in prioritising workloads

Effective problem-solving skills

Ability to diagnose complex problems

Strong organisational skills

Education

Master's Degree level education or equivalent experience in a numerate subject

ITIL Service Management Foundation Level

Tools

Microsoft Project

Microsoft Excel

Cerner or equivalent

Job description

Job Summary

Responsible for the service management of IDT Applications through the process from requesting to completion. The Oracle/Cerner Electronic Patient Record System is a key application; however, the Applications team also supports and advises on many other applications in the Trust and the Group.

Responsibilities

• Service Management: To be responsible for the provision of an efficient service for the IDT Applications Team, ensuring that processes are effective, integrated and in line with Trust standards.
• Continually review the service provided and monitor demand‑capacity and throughput. Develop and provide reports to various management groups as needed.
• Work closely with all managers within the Team to deliver the Applications and Clinical Systems service. Ensure that there is a structured process for throughput of work requests for both projects and BAU, and that these are allocated and assigned appropriately with consideration of all priorities.
• Work with the managers within the team regarding any issues of quality of service within the Applications Teams or with suppliers, liaising with other IDT teams and stakeholders as needed. Support the HoA&CS and the ADM in managing suppliers and their contracts.
• Represent the Applications and Clinical Teams at the Technical Design Authority and Change Advisory Board meetings to ensure that appropriate processes are followed.
• Lead the service management of all requests through the lifecycle for the Applications and Clinical Systems Department and the teams.
• Ensure the smooth running of the service with oversight of queues, managing throughput of tickets through all teams, liaising with stakeholders and other IDT teams and colleagues as needed for resolution of tickets.
• Ensure that the Service Desk system meets the needs of the Applications teams, liaising with the Service Desk team where needed.
• Own the Business Continuity Planning (BCP) for the Applications teams, contributing to the development of business continuity plans for clinical services and the rest of IDT.
• Own and manage the disaster recovery plan for the Applications Team, linking in with suppliers, other IDT teams, Trust Emergency Planning teams and clinical and operational services as needed.
• Provide support for the management of Applications procurement and contract management: developing specifications; managing supplier responses; supplier SLA management.
• Risk and Issue management: monitoring the Trust Risk Register for Applications‑related risks, liaising with Clinical Services to understand risks raised, and with internal Applications.

Person Specification

Qualifications and Training

• Master's Degree level education or equivalent experience in a numerate subject
• ITIL Service Management Foundation Level
• Awareness of healthcare IT systems or equivalent experience
• At least five years post degree experience in IT Service Management, ideally for Applications

Experience

• NHS Acute experience of applications
• Experience in communicating complex issues to a wide audience
• Experience in building and maintaining working relationships to a senior level.
• Experience of Incident, Problem Management, Service planning, and change management processes, especially in an ITIL-based environment.
• Experience with SLAs and KPIs for application performance.
• Experience of managing third‑party suppliers and service contracts.
• Experience of working with Electronic Patient Records such as Cerner or equivalent, other applications and clinical systems, and suppliers for the same.

Skills

• Excellent verbal and written communication skills
• Evidence of influencing skills through matrix management
• Highly efficient in prioritising workloads
• Highly effective problem‑solving skills, creative thinker, seeking solutions
• Mature and confident manner capable of negotiating and influencing clinical and managerial staff
• Excellent organisational skills with a demonstrable ability to balance competing demands and priorities
• Strong written and verbal communication skills
• Ability to diagnose complex problems, situations and or information and make informed judgement to formulate solutions and recommend/decide on best course of action.
• Ability to think strategically whilst leading a team to deliver results across several complex projects with numerous interdependencies.
• Ability to manage competing priorities and make effective decisions under pressure.

Other

• Copes well under pressure
• Service oriented and customer focused
• Confident & operates effectively even in stressful situations
• Effective interpersonal skills, coupled with the ability to communicate regarding contentious service level issues and undertake contract negotiations with tact and diplomacy
• Proven ability to work in collaboration with service providers, building and developing relationships.
• Proactive in forging links with stakeholders and partner organisations
• Excellent communication, problem solving and organisational skills
• Demonstrate a thorough understanding of business priorities and the business criticality of platforms and applications
• Ability to multi‑task and maintain concentration levels whilst doing so.

Knowledge

• Expert Knowledge of IT including:
• Microsoft applications such as MS Project, MS Visio, MS Excel and the like.
• Data protection and security
• Excellent working knowledge of NHS processes, politics and structure

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Employer Details

St George's University Hospitals NHS Foundation Trust
St. Georges Hospital, Wandle Annex
Blackshaw Road
Tooting London
SW17 0QT

Job Location

St. Georges Hospital, Wandle Annex
Blackshaw Road
Tooting London
SW17 0QT

Contract and Working Pattern

Permanent
Full-time

Pay Scheme

Agenda for change