Service Delivery Manager at Sirona care & health CIC in Yate
About the role
Job summary
The Digital Service Delivery Manager manages the Service Desk and Desktop Support Teams to ensure the highest quality of service possible with the resources available is delivered to our users. Ensure calls are prioritised in line with the Service Level Agreement.
Produce and monitor Service Level Reports and escalate any issues that might prevent the teams from meeting the Service Level Agreement. Our support teams are the front line for all Digital Services so this role is critical to ensuring the smooth and effective running of these critical teams.
You will also build key relationships with corporate and clinical managers to understand their services and how digital can help them.
Main duties of the job To manage and motivate the Service Desk and Desktop Support teams and to deliver the highest possible level of service Manage Service Desk and Desktop Team leaders to delivery a quality service Perform an account management role for Digital Operations across Sirona liaising with service delivery leads to maintain good dialogue and understanding of their requirements and issues.
Embed Sirona ITIL processes and procedures into the team's daily routine, to ensure Sirona benefit from the implementation of industry best practise for IT service delivery. Lead the ITIL Continuous Service Improvement Programme Support the teams with in depth problem solving
About us
Ever dreamt about a career that sparks excitement and fosters your professional growth? Picture yourself waking up eager to make a real difference in our community, surrounded by teams who value your unique ideas.
We are Sirona care & health - England's largest provider of Adult's and Children's Community Services and we'd love for you to join us in Bristol, North Somerset or South Gloucestershire.
Agenda for Change Salary, full NHS benefits, 27+ days' annual leave, and participation in the NHS Pension Scheme - just a glimpse of the benefits you'll receive. We welcome and encourage all applicants.
We are committed to having a workforce that reflects the communities we support and are proactively seeking to improve the diversity of our workforce. We know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where all belong.
We aim to draw upon the widest possible range of views and experiences to meet the changing needs of our colleagues, partners and communities we serve.
Whether you're starting your journey in healthcare, looking for a fresh challenge within the NHS, or contemplating a career change, don't be daunted by the prospect of something different - we create development opportunities for all our colleagues and apprentices. Interested?
View our benefits leaflet which you can find attached to this vacancy.
Job description
Job
responsibilities
Please see the attached Job Description for a full list of duties and responsibilities before applying for this position. If you refer to qualifications or employment within your supporting statement, that has not been included in your Qualifications, Training or Employment History, this information may be discounted.
Person Specification
Skills, Experience, Knowledge Essential Previous experience managing digital support teams Ability to work independently and under pressure Experience of diagnosing and resolving desktop problems The ability to analyse and prioritise complex problems, proposing detailed solutions, testing systems, offering advice and guidance to junior staff and colleagues.
The ability to diagnose problems and take action to remedy. Ability to accurately produce and maintain documentation, written procedures and reports. Be able to communicate effectively at all levels, both orally and in writing with both internal and external contacts.
Able to communicate difficult or complex technical concepts to non-technical staff.
Desirable Previous NHS digital teams experience Network infrastructure support and understanding Experience of enterprise-wide roll out Experience of migrating from one operating system to others Qualifications & Training Essential IT professional qualification/certification (MCDST, MCITP) to degree level or equivalent occupational experience Maths & English GCSE level Desirable ITIL Foundation v3 or v4 Disclosure and Barring Service Check 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.
