Deputy Head of Digital Assurance in London

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 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 job:

• Be accountable for the leadership and direction of the Trust's 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.
• 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.
• Investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation.
• Advise the Digital Services team as needed in an efficient and effective manner for Digital Services Projects that have client administration and request fulfilment.
• 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.
• 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.
• Ensure strong business support processes are in place and fully adopted for incident and problem management and 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.
• Implement documentation, including procedural process review to improve the Asset management, Contracting, administration and switchboard functions.
• Manage the day-to-day relationship and request fulfilment with the users of the Trust.
• 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.
• 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.

Qualifications:

• Educated to Masters level or equivalent experience.
• ITIL Foundation Version 4 or equivalent.
• Customer Service Qualification (desirable).

Experience, Knowledge and Skills:

• 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.
• Proven experience of managing and coaching staff.
• Good working knowledge of Microsoft Office applications and productivity suites.
• Excellent customer service skills.
• Ability to create networks with peers and managers across the Trust.
• Ability to negotiate with customers, including clinicians and managers.
• Ability to handle complex and multi-stranded communications.
• Customer focused with good verbal communication skills.
• Good time management.
• Ability to work on own initiative and as part of a team to deadlines.
• Logical, methodical, pro-active and enthusiastic in working practices.

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.