ICT Deputy Service Desk and Business Transition Manager

NHS National Services Scotland; United Kingdom; Hybrid; GBP 41,000 - 51,000; Full time

Job summary

NHS National Services Scotland seeks an ICT Deputy Service Desk and Business Transition Manager to lead service transitions in a national healthcare setting. The successful applicant will manage an ICT operations team, ensuring best practices in service delivery while optimizing processes for continuous improvement.

Benefits

35 days annual leave

Development opportunities including bursaries

Enhanced pay for public holidays

Enrolment into the Scottish Public Pensions Agency pension scheme

NHS discounts on goods and services

Qualifications

• Experience in ICT service or support function with management skills.
• Knowledge of IT Support and Service Delivery Management.
• High level of communication skills.

Responsibilities

• Manage and track activities with key stakeholders.
• Review IT Service transition processes for improvements.
• Line management responsibility for ICT Service Desk Coordinators.

Skills

Leadership

Analytical Skills

Negotiation Skills

Education

Degree in IT or Business Management

ITIL Service Management qualification

Job description

ICT Deputy Service Desk and Business Transition Manager

Are you an experienced IT professional ready to lead service transitions and drive continual improvement in a national healthcare setting?

Do you thrive in a fast-paced environment where you can manage change, support critical systems, and mentor a high-performing team?

Are you passionate about delivering technology solutions that support person-centred care across Scotland?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centres. The successful candidate must be within commuting distance to a regional centre to attend if required and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.

The Role

Working within ICT Operations, the successful candidate will manage and track activities with key stakeholders including suppliers, partners and internal teams, monitoring, coordinating, and ensuring continuous improvement of the Service provided by ICT, always using best practices to deliver solutions efficiently and effectively.

The post holder will act as a delegated authority for the ICT Service Desk Manager deputising as and when required, supporting operational escalations for changes and incidents and decision making for supplier issues. Working with operational colleagues the post holder should be able to communicate any new or changed processes to colleagues of all seniorities.

Key Responsibilities

• Working closely with Project Managers to advise on ICT Operations requirements for successful transition and acceptance into Operations.
• Regularly review the NHS 24 IT Service transition processes making recommendations for improvements in terms of best practice, reporting capability and lean processes.
• Manage the lifecycle of all Problem records, with a primary remit of preventing Incidents from happening, minimising the impact and of Incidents that cannot be prevented, and liaising closely with stakeholders to communicate clearly on the progress of Problem Management activities.
• Support preparation and monitoring of change control documentation, forward schedule of change and chairing Change Advisor Board to review and approval formal changes for applications, system software and hardware changes, when required.
• Line management responsibility for the ICT Service Desk Co-ordinators. This will include responsibility for all elements of the HR life cycle including recruitment and selection, disciplinary and grievance management, and performance management.

Successful Applicant will:

• Be educated with a degree in IT, Business Management or a related field. Or have equivalent levels of professional IT qualifications
• Ideally have a ITIL Service Management qualification
• Demonstrate experience of working in an ICT service or support function with the ability of managing, motivating and leading staff with diverse skills and abilities
• Exhibit knowledge of IT Support and Service Delivery Management
• Have a high level of analytical, numerical, communication and negotiation skills

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 6 £41,608 - £50,702 Per Annum (pro rata if applicable). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

Please download the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visas as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK websitehere.

Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsoredBEFORE submitting your application form.