At a Glance
- Tasks: Manage tech operations for Care Services products and ensure smooth vendor relationships.
- Company: Join Bupa, a leading health and care provider with a focus on innovation.
- Benefits: Enjoy 25 days holiday, health insurance, enhanced pension, and flexible working options.
- Other info: Dynamic role with opportunities for growth and collaboration in a supportive environment.
- Why this job: Make a real impact in healthcare technology while developing your skills.
- 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 & Technology Services at a mid-level.
- Experience in Adult Social Care / Care Services is an advantage.
- Experience of technical skills e.g. Cloud, API, Infrastructure, Automation/AI.
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. Joining Bupa in this role you will receive the following benefits and more:
- 25 days holiday, increasing through length of service, with option to buy or sell.
- Bupa health insurance as a benefit in kind.
- An enhanced pension plan and life insurance.
- Onsite gyms or local discounts where no onsite gym available.
- Various other benefits and online discounts.
Equal Opportunity
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Additional Information
Time Type: Full time
Job Area: IT
Location: Bupa Place, Kirkstall Forge
IT Service Owner in Salford employer: Richmond Villages
Bupa is an exceptional employer that prioritises the wellbeing of its employees through a comprehensive benefits package, including flexible working arrangements and a global wellbeing programme. With a strong focus on professional growth, employees in the IT Service Owner role will have the opportunity to engage directly with end users, contribute to meaningful service improvements, and collaborate with cross-functional teams in a supportive and innovative work culture based in vibrant Manchester or Leeds.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Owner in Salford
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works at Bupa. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. It’s a great way to demonstrate your expertise and how you can add value to the team.
✨Tip Number 3
Prepare for those tricky questions! Research common interview questions for IT Service Owners and practice your answers. Make sure you can explain how your experience aligns with the role and what you can bring to Bupa.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace IT Service Owner in Salford
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 problem-solving.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've managed technology operations or improved service delivery in the past.
Showcase Your Technical Skills:Don’t forget to mention your technical skills! Whether it’s your knowledge of ITIL, cloud technologies, or incident management, we want to see how you can contribute to our tech landscape.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
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 specifics of application, SaaS, and infrastructure products relevant to the role. 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. Share any previous experiences where you've collected user feedback and implemented changes based on that input. Highlight your ability to communicate effectively with both technical teams and business stakeholders.
✨Showcase Problem-Solving Abilities
Problem-solving is a big part of the IT Service Owner role. Think of specific challenges you've faced in previous positions and how you tackled them. Be ready to explain your thought process and the outcomes of your actions, especially in relation to incident management and service improvement.
