At a Glance
- Tasks: Manage day-to-day tech operations for Care Services products and ensure vendor compliance.
- Company: Join a leading healthcare provider focused on innovation and service excellence.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic role with excellent career progression and a focus on continuous improvement.
- Why this job: Make a real impact in healthcare technology while collaborating with diverse teams.
- Qualifications: Experience in IT service management and strong problem-solving skills required.
The predicted salary is between 51700 - 51700 € per year.
Salary: From £51,700 DOE
Contract type: Permanent
Shift pattern: Full-time – 37.5 hours per week
Location: Hybrid / Manchester or Leeds office based – 1 day per week in the office or onsite
Role Overview
The IT Service Owner will manage the day-to-day technology operations (the “run”) of multiple Care Services products within specific product categories, this could be a combination of application, SaaS and infrastructure products. The IT Service Owner will be responsible for the operational relationship with vendors in their product category leading on issue resolution as well ensuring vendor compliance with Bupa’s Enterprise and contractual commitments against Bupa’s security schedules. The role will own any product issues through to completion, co-ordinating supporting technical resources from internal and external suppliers with a focus on end user communication and communication into the wider business.
The IT Service Owner will be line managed by the Technology Operations Manager but will have a close alignment with the Technology Product Manager responsible for the portfolio of products. ITSO will be expected to participate in end user engagement, this will involve attending Care Homes/Richmond Villages, carrying out Technology Knowledge Surgeries and collect user feedback. They will assist the IT Technology Product Manager and IT Operations Manager in planning, organising and coordinating functions relating to the operation of the application, SaaS and infrastructure products, will consult on service introduction for new products, features or other changes and will provide recommendations and suggestions for improvements in any aspects relating to increased performance. They will be expected to make every effort to understand the business in which our technology serves and know the role each piece of technology in their portfolio plays in business operations.
How You’ll Help Us Make Health Happen
- Gathering feedback from the business on service performance and establishing performance improvement plans for specific products or overarching service delivery, delivering regular service reviews with key stakeholders.
- Manage operational relationships with third-party vendors across the Care Services portfolio, ensuring SLA delivery, compliance with contractual, enterprise and security standards, and effective incident resolution with clear stakeholder communication.
- Support the onboarding of new products into the portfolio and lead on the introduction of new services.
- Work closely with the Care Systems Support team and Service Desk to ensure seamless end to end service for end users.
- Working collaboratively on service improvement opportunities.
- Attend Care Homes and Richmond Villages and carry out Knowledge surgeries, engage with user base, collect feedback and gain a greater understanding of the unique challenges our userbase have with technology.
- Conduit and escalation point between the business and internal / external service providers in incident and security management, including complying with and supporting activity for the CQC and other regulators.
- Management of the Configuration Management Database (CMDB) – population, creation of service map, understanding application / infrastructure interdependencies.
- Run daily jobs / routines / activities etc. required to keep applications in the portfolio running effectively.
- Working with BISO and security teams to ensure Care Services technology products and infrastructure, and associated run and change activities, are secure and compliant with Enterprise Policy.
- Proactively identify and manage service incidents. Identify trends as part of Problem Management activity.
- Identify and implement options for service automation both locally and with central technology teams including BCC.
- Undertake regular technology business continuity tests in conjunction with the business.
- Identify, Implement and work in coalition with other team around Continuous improvement opportunities at product and service level.
- Technical testing of new releases of existing products in the portfolio and new products.
- Release management and executing associated internal governance for change management. Development of roll-back plans.
- Support with introducing new services and the associated documentation for new products.
- General SAAS application support services, configurations, installations, and troubleshooting.
Key Skills / Qualifications Needed For This Role
- Effective vendor management skills.
- ITIL Practitioner.
- Understanding of Technology Contract details/SLA.
- Excellent problem-solving skills, judgement, high EQ, and interpersonal skills.
- Ability to translate and communicate Technical concepts to Business Stakeholders.
- Able to hold to account senior leaders who have responsibility for day-to-day decisions and implementation of initiatives.
- Strong collaboration and influencing skills.
- Adaptability and staying current with technology trends.
- IT infrastructure and Application support.
- Change management and management of a change log.
- Familiarity with monitoring tools, security protocols and incident response.
- Ability to collaborate with cross-functional teams.
- Knowledge in continuous improvement approaches and methods.
- Highly results oriented and focused on adding value to Bupa.
- Clear approach to decision making.
- Proficient in risk management.
Desirable
- Experience of working in Care, Healthcare.
IT Service Owner employer: Richmond Villages
Bupa is an exceptional employer that prioritises employee growth and well-being, offering a hybrid work model that promotes work-life balance while fostering a collaborative culture. With a focus on continuous improvement and innovation in healthcare technology, employees have the opportunity to engage directly with end users, enhancing their skills and making a meaningful impact in the lives of others. The supportive environment encourages professional development and provides access to valuable resources, making Bupa a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Owner
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their tech stack and be ready to discuss how your skills can help improve their services. Show them you’re not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 3
Practice your problem-solving skills! Be ready to tackle hypothetical scenarios related to IT service management. This will show your potential employer that you can think on your feet and handle real-world challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace IT Service Owner
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Service Owner role. Highlight relevant experience and skills that match the job description, especially around vendor management and technology operations. We want to see how you can help us make health happen!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Don’t forget to mention your understanding of technology in healthcare – it’s a big plus for us!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate effective problem-solving and decision-making skills, especially in tech environments. Let us know how you’ve made a difference!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Richmond Villages
✨Know Your Tech Inside Out
As an IT Service Owner, you'll need to demonstrate a solid understanding of the technology products you'll be managing. Brush up on the specific applications, SaaS, and infrastructure products mentioned in the job description. Be ready to discuss how these technologies impact business operations and how you can improve their performance.
✨Vendor Management Skills are Key
Since you'll be managing relationships with third-party vendors, it's crucial to showcase your vendor management skills during the interview. Prepare examples of how you've successfully resolved issues with vendors in the past and how you ensured compliance with SLAs and security standards.
✨Engage with User Feedback
The role involves gathering feedback from end users, so be prepared to discuss how you would approach this. Think about ways to engage users effectively, such as conducting surveys or knowledge surgeries, and how you would use their feedback to drive service improvements.
✨Showcase Your Problem-Solving Skills
Problem-solving is a big part of the IT Service Owner role. Come equipped with examples of challenges you've faced in previous roles and how you tackled them. Highlight your ability to identify trends and implement solutions that enhance service delivery and user satisfaction.
