IT Manager in Bicester

The IT Manager has overall responsibility for the day-to-day delivery of all PML IT services and the management of the IT team. This is an operational leadership role focused on running a reliable, secure, and well-supported IT function, covering infrastructure, systems, projects, vendors, and user support across multiple PML sites.

Role Accountabilities

• Team Management and Development: Lead, mentor, and develop the IT team, ensuring high performance, professional growth, and a positive, collaborative working environment. Conduct regular 1:1s and performance reviews, set and track individual objectives, and agree personal development plans with each team member. Manage team capacity and workload allocation, ensuring the right skills are deployed against the right priorities and that workloads are balanced across the team. Handle performance, conduct, and capability matters in line with PML HR policies, escalating to the Associate Director where appropriate. Chair regular team meetings to share information, coordinate activity, and maintain team cohesion. Contribute to the recruitment, onboarding, and retention of IT staff, ensuring new starters receive structured inductions and appropriate system access. Provide escalated technical support to the team when necessary and assist with day-to-day workloads during peak periods or absences. Identify training needs across the team and arrange appropriate development, particularly in areas such as cybersecurity, networking, and service desk best practice.
• Infrastructure and Systems Ownership: Take full ownership of the IT estate, maintaining an accurate and up-to-date asset register, inventory, and configuration documentation for all hardware, software, and services. Operate and maintain robust IT infrastructure and systems that support operational excellence, including servers, networks, firewalls, cloud services, and end-user devices. Maintain VPN and other remote access services to ensure cyber security resilience and monitor and report on network activity. Implement and maintain a change management process for all infrastructure and system changes, ensuring changes are assessed, approved, tested, and documented before deployment. Own and maintain service standards and SLAs for IT service delivery, monitoring system health, uptime, and response times, and reporting on these to the Associate Director. Oversee software licensing across the organisation, ensuring compliance and value for money.
• Project Management: Lead IT projects from inception to completion, ensuring they are delivered on time, within budget, and meet organisational needs. Maintain a visible pipeline of IT projects and workstreams, tracking progress, risks, and dependencies. Coordinate with stakeholders across the organisation and manage expectations to achieve successful project outcomes.
• Vendor and Contract Management: Establish and maintain productive relationships with vendors and service providers, negotiating favourable terms that benefit the organisation. Oversee procurement processes to ensure cost-effective and high-quality acquisition of IT resources. Manage contract renewals and service reviews for key suppliers, including Microsoft 365 licenses, desktop refresh cycles, and Vodafone contracts. Ensure vendors meet their contractual obligations and that service levels are monitored and addressed where they fall short.
• User Support and Training: Provide expert support for complex IT issues, ensuring timely resolution and minimal business disruption. Oversee the creation and delivery of IT training programmes, enhancing user skills and productivity. Prioritise support for community clinical teams with device and software issues, recognising the direct impact on patient care. Monitor helpdesk trends and recurring issues, and take proactive steps to reduce repeat incidents through root-cause resolution and user education.
• Stakeholder Management: Build and maintain effective working relationships with department heads and senior colleagues across PML, acting as the day-to-day face of IT for the organisation. Work collaboratively with the Associate Director, IT and Digital Transformation, to ensure operational delivery aligns with strategic direction. Liaise with external partners including General Practice IT support providers, NHSmail, and other third-party service providers.
• Reporting to the Associate Director: Report on key processes, systems, and IT performance to the Associate Director, IT and Digital Transformation, on a regular basis. Monitor key performance indicators (KPIs) and provide regular assessments and updates, supporting continuous improvement. Escalate risks, incidents, and significant issues promptly, with clear summaries and recommended actions.
• Disaster Recovery and Business Continuity: Develop and maintain comprehensive disaster recovery and business continuity plans that minimise downtime and data loss. Regularly update and test plans, including backup and restore procedures, to ensure organisational preparedness and resilience. Ensure all team members understand their roles within DR and BC plans, and that plans are rehearsed at appropriate intervals.
• IT Policy, Compliance, and Security: Develop and maintain IT policies and procedures that ensure compliance with legal and regulatory standards, safeguarding the organisation. Implement and maintain robust cybersecurity measures to protect data integrity and confidentiality, contributing to risk management. Ensure the IT team is appropriately trained in cybersecurity practices and that security awareness is promoted across the wider organisation. Maintain tight controls over user accounts and access, with regular reviews of Active Directory, user accounts, and permissions. Evolve and manage the new Helpdesk System, ensuring it is adopted, effective, and provides useful management data on support performance.

Person Specification

• Qualifications: Degree level or equivalent experience in a relevant field. Relevant IT management and cybersecurity certifications (e.g. ITIL, CompTIA, CISMP, PMP).
• Experience: Managing an IT team, including performance management, development planning, and day-to-day team leadership. Running IT operations and infrastructure in a multi-site environment. Delivering IT projects on time and within budget. Deep expertise in IT infrastructure, systems, and network management, with hands-on familiarity with Microsoft 365, Active Directory, networking, and firewalls.
• Skills & Knowledge: People Management, Systems Ownership, Technical Expertise, Project Management, Problem-Solving, Communication, Organisation, Stakeholder Management, Professional Development, Resilience and Flexibility, Mobility.