Head of Technical Services in London

The post holder will oversee architectural strategies and facilitate the changes required to gain the maximum value for the Trust while minimising disruptive impacts. The post-holder will lead on the development, implementation and management of the Trust's IT and Communications infrastructure, ICT Service Delivery, Digital Infrastructure, ICT Policies and procedures, Procurement & implementation, and support with Supplier and Contracts management. They will support the development of Information Technology Business Continuity and Disaster Recovery. The post holder is responsible for alignment of Digital and Data infrastructure support to Trust strategy and ensure the current environment is able to support future capabilities and requirements.

This is a highly technical management role designed to align highly technical strategy and standards with wider Trust strategy/standards; support the development and on-going operations of NELFT Digital Technical Services, Clinical and non-clinical applications, Perimeter Security, Servers, storage solutions, Disaster Recovery and Business Continuity policies and strategies. This is a hands-on role with strategic management responsibilities. The post holder will have a thorough understanding of the needs of the organization - work closely with colleagues, clinicians & directors to provide robust infrastructure and application solutions for the Trust.

Job responsibilities

• Leading Infrastructure within informatics and inspiring others by its potential.
• Listening, responding and leading infrastructure support that is clinically and operationally meaningful.
• Promoting and championing healthcare informatics across the wider health community.
• Supporting the Delivery of the pillars within NELFT digital strategy.
• Developing and maintaining the NELFT Infrastructure technology.
• Assessing and building NELFT's Digital Maturity.
• Following established programme and project management principles, especially as evidenced via Prince.
• Assisting in the development and implementation of the Digital programme and Delivering Value programme across the trust.
• Support the Cyber and Information Strategies.
• As an Infrastructure Support Specialist, you will support the Director of Digital infrastructure to support Digital Infrastructure, Service Desk, Digital Transitions, Desktop Configuration, Network, Systems, Telephony and Desktop Platforms while delivering excellent customer service and system availability in line with Service Level Agreements, while using ITIL processes and other service delivery frameworks.
• Ensure all incidents, problems, changes, service requests are managed in accordance with NELFT service level agreements.
• Lead the Digital Technical Service Desk teams and provide exemplary management and support to team members.
• Ensure the requirements for the IT Service Desk environment align with ITIL v4.
• Deliver the highest standards of customer service to internal and external customers, striving to continually exceed customers' expectations for service delivery.
• Constantly looking at service improvement and producing Service Improvement plans.
• Maintain a comprehensive knowledge base and incorporate within the ITSM solution.
• Be responsible for the identification, definition, delivery and management of Service Desk services across NELFT. They will also be the owner of the Service Catalogue.
• Act as a technical specialist in the field of IT Service management with the ability to configure an ITSM solution.
• Responsible for drafting communications to service users during outages and working alongside Communications Lead to promote Service Desk.
• Be responsible for the identification and implementation of governance, risk and compliance. Ensure the service consistently meets service delivery targets through established capacity and business continuity plans.
• Monitor and evaluate staff and department performance against objectives; identify and manage change. Maintain a staff Skills/Training Matrix for staff development.
• Develop and maintain effective communication both within the NELFT and with relevant outside agencies.

Education and Qualification

• MSc in a relevant IT discipline & Extensive experience in enterprise architecture
• High level IT Professional Accreditation e.g. CISSP, CEH, CCNP, CCIE

Knowledge Skills and Experience

• Possess excellent understanding of Enterprise Architecture concepts and implementations
• In-depth knowledge of Cisco based network infrastructure, Cisco ASA, Software Defined Network and Next Generation firewalls, Cisco VPN solution, VMware, server based Microsoft products, storage and archiving solution, and Linux/Unix Systems
• Good understanding of applying Integration Architecture Framework to design business solutions and experience in working on highly complex Digital and Data projects
• Participate in developing governance guidance around system usage and maintain audits to ensure that standards are being adhered to.
• Support in developing Business Continuity Plans (BCPs) and Disaster Recovery (DR) plans are up-to-date and carry out tabletop exercises
• In depth/expert knowledge of routers, firewalls, switches, VPN, wireless technologies, IDS/IPS, Sniffers, Network Management
• Demonstrable, in-depth technical skills, advanced keyboard skills, understanding of SAN, load balancers / failovers / backup tools
• Substantial experience of having provided ICT services in health and/or other public sector services.
• Significant experience in a "hands on" role, providing 1st/2nd and 3rd line technical IT support.
• Experience of working within a Helpdesk Environment

Planning

• Demonstrated capability to plan a broad range of complex activities over short, medium and long-term timeframes and adjust plans and resource requirements

Policy and Service Improvement

• Lead the work of the individual in supporting benefits realisation, change management and service redesign and play a key part in ensuring that the potential benefits of change are realised and key deliverables are produced and implemented within NELFT business units.

Analytical and Judgmental Skills

• Plan to achieve and where appropriate exceed service delivery targets through a thorough analysis of all relevant information concerning costs, benefits, impact and risks to the business unit and the internal Digital and Data service operation function.

Human Resources

• Experience of day-to-day management and motivation of a team/department and reviewing performance of staff, including recruitment, conducting appraisals, career development.

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 (formerly known as CRB) to check for any previous criminal convictions.