Band 7 ICT Service Delivery Manager

Overview

With digital a critical dependency in Healthcare, availability of our services is essential. At Birmingham and Solihull Mental Health NHS Foundation Trust the skills to develop, support and maintain our systems and services are done in house with the help of a highly motivated group of technical specialists, support engineers and specialist application support staff. We are looking for an experienced ICT Service Delivery Manager to lead the service delivery and continuous improvement of high-quality digital and IT services across BSMHFT.

• Lead day-to-day service delivery across ICT service desk and 2nd line support to meet agreed SLAs/KPIs.
• Own incident and problems, ensuring robust triage, prioritisation, communications and post-incident review.
• Manage service performance reporting and service review meetings with internal stakeholders and third-party suppliers.
• Develop and maintain service documentation (service catalogues, support models, where applicable).
• Provide clear stakeholder communications during major incidents and planned outages, ensuring patient safety and clinical impact are considered.
• Support information governance and cyber security requirements, ensuring services meet relevant NHS standards and local policies.
• Line manage and develop staff where applicable, promoting a culture of continuous improvement and customer focus.