Deputy Head of Digital Assurance in London

South London and Maudsley NHS Foundation Trust has a rich history, well-established community links and an international reputation. We deliver specialist services in the London boroughs of Croydon, Lambeth, Lewisham and Southwark, Bexley, Bromley, Greenwich, Wandsworth and Richmond. We are committed to providing high quality and specialist care to our service users and we are recognised for the care and treatment we provide. The Care Quality Commission rates our services as 'good'.

We launched our five-year strategy, Aiming High; Changing Lives in 2021 together with Our Care Improvement System as our quality management system methodology to make a positive impact on patient care, outcomes and staff experience. By joining SLaM, all staff will get the opportunity to be part of this exciting improvement journey supported with learning and development to harness everyone's potential as change makers.

Our Values: We take pride in providing specialist care to our service users where our Trust values and our promise to be caring, kind, polite, prompt, honest, listen and do what I say I'm going to do is at the heart of everything we do. When you join us, you'll be part of something special. As a Trust, we are happy to talk flexible working.

Job overview: As a member of the Digital Assurance team within Digital Services, you will be responsible for the operational delivery of services and staff within your team. Driving efficiency, good practice and a passion for every customer getting an excellent service must be a key driver. Being a senior figure in the Digital Services department, you must be able to adapt yourself to the different services that you line manage. Maintain service for customers and continually improve that service. A proactive worker thinking outside the box to maintain or reinstate service for customers driving efficiency.

Career Progression pathways and development opportunities: We are committed to getting the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.

Main duties of the job: Being a Senior technology professional, you will be required to mentor and coach other members of the Digital Services department for career development. You will work closely with all elements of the Digital Services to deliver the best outcomes of the service and for customers. Offering a "can do", proactive approach to service delivery and ultimately delivering for the service needs. You will be a member of, and not limited to, the Digital Services Department Business Continuity team.

• Customer Excellence
• Service Reporting both internal to Digital and the wider Trust
• Communications Process and Policy
• End-User Education
• Reporting and Monitoring
• Supplier Management
• Asset Management
• Quality Assurance and Contracts

Operational Responsibilities for the Digital Assurance Teams: Flexible working: As one of the few Trusts in London, we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role, you will be able to work Monday to Friday in the time frames from 8am to 6pm, giving you the very best of good work-life balance.

Working for our organisation: Digital Assurance falls within the Digital Services umbrella, which follows the ITIL standard of Service Management, empowering technology and process to ensure the customers have the best possible end result.

Locations: The Digital Assurance team are based across various sites:

• Maudsley Hospital (headquarters)
• St Pauls
• Bethlem Royal Hospital

Detailed job description and main responsibilities: Key Responsibilities:

• Be accountable for the leadership and direction of the trusts Digital Services Administration Team, Digital Partners, Asset, Quality and Contracts team and underlying teams and the Trust Switchboard, to achieve the Service levels in place delivered through Digital Assurance.
• To establish service performance KPIs to monitor the service availability and capacity of systems and external suppliers and regularly report on performance levels to the senior management within the Digital Services Department.
• Maintain and document services in accordance with Trust systems writing policies and procedures for staff and services.
• To investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation.
• To advise the Digital Services team as needed in an efficient and effective manner for Digital Services Projects that have client administration and request fulfilment.
• To maintain continuity of service on a 24 hour, seven day week, 365 days a year basis, ensuring communications operate within specified tolerance levels and that in the event of a disaster all services can be re-established quickly.
• Be a proactive supportive and forward-thinking member of the Digital Assurance Team.
• To provide managerial leadership, support and development for the Team, ensuring that targets and expectations, both internal and external are met, including maintenance and development of appropriate technical, professional and quality standards.
• To ensure strong business support processes are in place and fully adopted for incident and problem management and to act as the central point-of-contact for service escalation, ensuring senior Digital Services management are kept fully informed.
• Manage the staff that come under your line management responsibility in line with trust policies and procedures.
• Be a proactive challenger and continually improve your services and the delivery to customers aligning to Customer Excellence.
• Implement documentation, including procedural process review to improve the Asset management, Contracting, administration and switchboard functions, including assessment of impact across or within services outside of the functions.
• Ensuring they are available in an accessible central repository.
• Manage the day-to-day relationship and request fulfilment with the users of the Trust.
• Responsible for empowering, coaching and motivating the teams to deliver service.
• Promote and champion the use of industry good practices in the fields of service support and customer satisfaction.
• Support and integrate Digital Assurance initiatives into Digital Services and across the Trust.
• Other activity from time to time as required to support the operation of the Digital Assurance function.
• Define and enforce the adherence to team and trust standards, policies and procedures.
• Maintain service excellence whilst continuously driving improvements in Digital Services service quality.
• To investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation.

The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.

Person specification: Qualifications Essential criteria: Educated to Masters level or equivalent experience, ITIL Foundation Version 4 or equivalent.

Desirable criteria: Customer Service Qualification.

Experience, Knowledge and Skills Essential criteria: Experience of providing leadership to staff individually and to teams, experience with working within an IT/Digital department, experience in managing incidents, extensive experience and knowledge of ITSM, experience of managing a service management function, experience of working as a Support Service, delivering and handling negotiations with customers, suppliers and stakeholders, proven experience of managing and coaching staff, good working knowledge of Microsoft Office applications and productivity suites, excellent customer service skills, ensuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and any partner or supplier, ability to create networks with peers and managers across the trust, negotiate with customers, including clinicians and managers, handle complex and multi-stranded communications, extensive highly developed specialist knowledge, skills, experience & expertise in Digital Services Operations management including that of staff, experience of project management and leading projects to successful completion, understand the importance of Digital Services good practices around service delivery and security, customer focused with good verbal communication skills, good time management, ability to work on own initiative and as part of a team to deadlines, ability to plan, agree, schedule, document and implement changes using a structured change control process, ability to follow instructions and work unsupervised, logical, methodical, pro-active and enthusiastic in working practices, the ability to translate technical jargon information for customers to understand, the ability to work on occasion longer hours to get the job completed for deadlines, monitor and assist in managing the budget for the Digital Assurance Service.

The Trust is committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Confident Employer, we welcome applicants from all sections of the community and people of all protected characteristics. We provide reasonable adjustments for candidates with a disability and are committed to treating people fairly with compassion, respect and dignity and in promoting equality and human rights.

We aim to put this commitment into practice by embedding our commitment to tackling inequality, eliminating discrimination and harassment; promoting equality of opportunity and fostering good relations in our everyday practice, ensuring that all our services and all staff understand and support our commitment. We believe that people who use our services, their carers and our staff, should be treated with compassion, respect and dignity.

SLaM is a Stonewall Diversity Champion.