Deputy Head of Digital Assurance

Job summaryAs 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 improving 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 get 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 jobBeing 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.The post holder will be responsible for the provision of:Customer ExcellenceService Reporting both internal to Digital and the wider TrustCommunicationsProcess and PolicyEnd-User EducationReporting and MonitoringSupplier ManagementAsset ManagementQuality Assurance and ContractsOperational Responsibilities for the Digital Assurance TeamsFlexible 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.About usDigital 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 the various sites:Maudsley Hospital (headquarters)Our Trust headquarters is located at Denmark Hill less than 5 minutes from the train station (zone 2) and is within walking distance from the beautiful green spaces of Ruskin park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.St PaulsSt Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.Bethlem Royal HospitalBethlem Royal Hospital is based in a beautiful setting in over 200 acres of green space in the London Borough of Bromley, South East London. The hospital has easy access to nearby main roads and have offers free parking. The site is within walking distance from of Eden Park and West Wickham overland stations.DetailsDate posted11 September 2026Pay schemeAgenda for changeBandBand 8aSalary 66,274 to 73,496 a year Per annum inclusive of HCAS ContractSecondmentWorking pattern Full-time Reference number334-NCL-8081867-MU-AJob locationsIoppn/St PaulsLondonSE5 8AZUnited KingdomJob descriptionJob responsibilitiesKey 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 servicesTo 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 and 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 ExcellenceImplement 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 TrustResponsible 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 TrustOther activity from time to time as required to support the operation of the Digital Assurance functionDefine 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 organisationThe 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. Job description Job responsibilitiesKey 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 servicesTo 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 and 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 ExcellenceImplement 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 TrustResponsible 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 TrustOther activity from time to time as required to support the operation of the Digital Assurance functionDefine 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 organisationThe 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 EssentialEducated to Masters level or equivalent experienceITIL Foundation Version 4 or equivalentDesirableCustomer Service Qualification Experience, Knowledge and Skills EssentialExperience of providing leadership to staff individually and to teamsExperience with working within an IT /Digital departmentExperience in managing incidentsExtensive experience and knowledge of ITSM.Experience of managing a service management functionExperience of working as a Support Service, delivering and handle negotiations with customer, suppliers and stakeholders.Proven experience of Managing and coaching staffGood working knowledge of Microsoft Office applications and productivity suitesExcellent Customer Service SkillEnsuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier.Ability to create networks with peers and mangers across the trust.Negotiate with customer, including clinicians and managers.Handle complex and multi-stranded communicationsExtensive highly developed specialist knowledge, skills, experience & expertise in Digital Services Operations management including that of staffExperience of Project management and leading projects to successful completionUnderstand the importance of Digital Services good practices around service delivery and securityCustomer focused with good verbal communication skillsGood time managementAbility to work on own initiative and as part of a team to deadlinesAbility to plan, agree, schedule, document and implement changes using a structured change control processAbility to follow instructions and work unsupervisedLogical, methodical, pro-active and enthusiastic in working practicesThe ability to translate technical Jargon information for customers to understandThe ability to work on occasion longer hours to get the job completed for deadlinesMonitor and assist in managing the budget for the Digital Assurance Service. Person Specification Qualifications EssentialEducated to Masters level or equivalent experienceITIL Foundation Version 4 or equivalentDesirableCustomer Service Qualification Experience, Knowledge and Skills EssentialExperience of providing leadership to staff individually and to teamsExperience with working within an IT /Digital departmentExperience in managing incidentsExtensive experience and knowledge of ITSM.Experience of managing a service management functionExperience of working as a Support Service, delivering and handle negotiations with customer, suppliers and stakeholders.Proven experience of Managing and coaching staffGood working knowledge of Microsoft Office applications and productivity suitesExcellent Customer Service SkillEnsuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier.Ability to create networks with peers and mangers across the trust.Negotiate with customer, including clinicians and managers.Handle complex and multi-stranded communicationsExtensive highly developed specialist knowledge, skills, experience & expertise in Digital Services Operations management including that of staffExperience of Project management and leading projects to successful completionUnderstand the importance of Digital Services good practices around service delivery and securityCustomer focused with good verbal communication skillsGood time managementAbility to work on own initiative and as part of a team to deadlinesAbility to plan, agree, schedule, document and implement changes using a structured change control processAbility to follow instructions and work unsupervisedLogical, methodical, pro-active and enthusiastic in working practicesThe ability to translate technical Jargon information for customers to understandThe ability to work on occasion longer hours to get the job completed for deadlinesMonitor and assist in managing the budget for the Digital Assurance Service.Disclosure and Barring Service CheckThis 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 (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service CheckThis 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 (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Employer detailsEmployer nameSouth London and Maudsley NHS Foundation TrustAddressIoppn/St PaulsLondonSE5 8AZUnited KingdomEmployer's websiteEmployer detailsEmployer nameSouth London and Maudsley NHS Foundation TrustAddressIoppn/St PaulsLondonSE5 8AZUnited KingdomEmployer's website