Deputy Support Centre Manager

Job overview

An exciting opportunity has arisen for a dynamic and motivated individual to apply for the post of Deputy Support Centre Manager (Band 7) managing a Support Centre which comprises our Contact Centre, IT Service Desk and Facilities Help Desk part of a Digital Services (IT) Team. The post holder will also be the lead on Incident Management including managing critical high priority major IT incidents and deputise for the Support Centre Manager on digital service improvements.

The person taking this role will be highly motivated in promoting our Trust’s mission of ‘Making life better together’ through driving forwards improvements in how the Trust serves its patients, carers and local community with contact centre and indirectly supporting staff IT/Digital needs. They will support patient care while striving for improvements in the experience of our staff through the IT Service Desk and Facilities Help Desk.

The successful candidate for the role will demonstrate great energy in delivering customer service focused improvements at our Trust. They will live our Trust values of being respectful, open, collaborative, compassionate, and consistent in everything that they do. They will be a highly experienced manager with a proven track record of successfully supporting staff to achieve their full potential in their roles.

Main duties of the job

Lead and develop the highest possible levels of professional, customer-focused service in a  Support Centre including an IT Service Desk, Contact Centre and Facilities Help Desk.

Monitor and report on SLA performance for the Support Centre team to ensure targets are met

Manage the workload and development of the Support Centre team

Deputise for the Support Centre Manager

Provide the first line IT support function in accordance with Service Level Agreements (SLA)

Manager and process owner for Incident Management (ITIL) and Service Desk

Manager and process owner for Release Management (ITIL)

Manage Priority 1 and Priority 2 incidents (critical incidents) in accordance with IT policies and procedures.

Design and implement service processes and documentation for the Support Centre team.

Manage third party performance against SLAs, managing escalation of issues of poor performance within third party organisations.

Detailed job description and main responsibilities

• To provide a customer-focussed Support Centre service as specified in agreed Service Level Agreements with the Trust.
• To line manage the Deputy Support Centre Manager, supporting their team management, recruitment and appraisal processes and following disciplinary procedures as required.
• To provide leadership for the Support Centre, team building activities and cementing effective working relationships between services.
• To identify, plan and ensure appropriate training is delivered for the Support Centre team.
• To build department wide service use support path maps, review and maintain “Standards, Policies and Procedures” in regard to all service delivery pathways, review and create “role charters” of work functions around Digital Services service delivery paths maps
• To investigate and advise on digital channel shift and automation possibilities where these options are a realistic possibly to improve service delivery and support use pathways.
• To ensure that Support Centre has its Disaster Recovery, Business Continuity and Risk Management information in place to ensure smooth service delivery.
• To advise Digital Services on how best to provide service delivery in relation to business continuity planning and service support pathing.
• To mentor Support Centre staff on dealing with complex incidents and issues experienced.
• To be the Trust’s “ITIL Incident Lead” – as that position is defined in the ITIL Framework in regard to service delivery.
• Convey a level of confidence and professionalism when engaging with stakeholders, influencing positively and persuading others to take a specific course of action when not in a position of direct authority.
• To work with the DPMO to plan, test and deliver service use pathing into BAU all new digital project as allocated by the DPMO and the Digital Services Senior Leadership Team.
• To have an advanced understanding of the Trust’s services and service delivery planning in order to provide effective advice to the SLT around service level planning.
• To maintain knowledge of technological changes in the IT industry and communicate advances and new technology ideas with SLT that could improve service delivery.
• To build and maintain a knowledge base of incidents as they occur, to allow reflection and improvement across Digital Services.
• Request and review reporting and objectives for the quality, frequency and types of data that inform the demand on Digital Services.
• Assess the value and effectiveness of planned demand versus stated demand building a knowledge base that is more representative to the organisation of its use and the flux in demand on it.
• Set objectives for business functions to manage and mitigate flux and changes in demand so that service delivery standards are and not impacted by demand variations.
• To monitor 3rd party supplier performance against SLAs, escalating performance problems to the appropriate member of the SLT as required.
• To investigate and respond to complaints from stakeholders sensitively and comprehensively.
• To escalate incidents and problems to the appropriate SLT member to ensure service delivery is effective and timely.
• To be responsible for building an effective relationship with both the COOG and Estates and Facilities department to ensure that we provide the service the Trust requires and that all parts of Support centre are meetings SLAs.
• To take responsibility for such BAU work or projects as delegated to by the Digital Infrastructure Manager.