Head of IT Service Management

Job overview

The London Ambulance Service are looking for an experienced Head of IT Service Management to join the Technology Services Leadership team working to the Director of Technology Services with accountability for the management and improvement of Service Design, Operation, Change, Transition, Asset Management and continual service improvement of 1^st and 2^nd line support and alignment to ITIL standards

Our Trust depends on highly available, reliable, sustainable, cost effective systems to operate 24 hours a day. IM&T has a continuous programme of improvement to ensure that it’s IT services meet these demands and delivers up to date technology to support the delivery of service and that it evolves with the changing demands of a digitally enabled world.

You will be joining at a busy and exciting time for the Trust, as the directorate works to deliver the Digital Strategy, a key enabler of the Trust Strategy. A number of key Frontline Digitisation and Infrastructure projects, alongside programmes aimed at delivering an overall improvement in the operational suitability and efficiency of the Trust's estate.

• Achievement of agreed service level targets and customer satisfaction levels.
• Production and maintenance of IT Service Management policies, processes, procedures, standards, guidelines and training documentation.
• Production of agreed and timely IT Service Management/Operations Centre reports, metrics, KPIs and performance dashboards.
• Identification and implementation of continual service/process improvements aligned to the IT Infrastructure Library (ITIL) ‘industry best practice’ guidance.
• Management of assigned 3rd party suppliers, vendors and managed service providers.
• Ensure that incidents are handled according to agreed procedures.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
• Oversee the request fulfilment process to ensure prompt and efficient handling of service requests.
• Implement and manage monitoring tools to track system and service events proactively.
• Review information systems for compliance with legislation and specifies any required changes.
• Ensuring compliance with organisational policies and procedures and overall information management strategy.
• Manage, maintain, develop and improve the IT Service Management Tools used in delivery of the IT services.
• Promote and ensure consistent use of IT Service Management Tools.

Working for our organisation

Our vision is to deliver outstanding emergency and urgent care whenever and wherever needed for everyone in London, 24/7, 365 days a year. Our strategy 2023-2028 outlines how we plan to achieve this, and is centred upon three missions focused on:

• Our care – delivering outstanding emergency and urgent care whenever and wherever needed.
• Our organisation – being an increasingly inclusive, well-led and highly skilled organisation people are proud to work for.
• Our London – using our unique pan-London position to contribute to improving the health of the capital.

To achieve these three missions we have set ourselves 50 commitments to deliver over the next five years. In developing these ambitious commitments, we have engaged extensively both inside our organisation, with our partners and with our patients, and we have analysed population trends and horizon scanned the future.

Detailed job description and main responsibilities

For fuller information of main responsibilities for this post, a job description and personal specifications has been attached the the Documents section.

Person specification

Qualifications

• A Master’s degree level qualification or appropriate comparable experience.
• A commitment to continuous personal development & learning.
• Leadership and management qualifications or substantial senior level experience in a complex IT organisation delivering significant and suc-cessful change programmes.
• ITIL certification at Foundation or higher level.

Experience

• Extensive experience of working in a senior IT Service Management role, in health and/ or other comparable private or public sector ser-vices, with a proven track record demonstrating successful strategic planning and implementation across this field.
• Proven IT specialist experience with the appetite for driving excellence and efficiency
• Experience of managing annual capital and revenue budgets over £5m

Knowledge and skills

• In-depth understanding of information systems and information manage-ment in a complex healthcare or comparable environment
• Extensive knowledge of IM&T, ITIL, or related IT disciplines acquired over a prolonged period, gained through experience in a senior role.
• Ability to analyse complex problems and develop recommendations and solutions.
• Ability to influence and negotiate with internal and external stakeholders
• Ability to chair meetings effectively to ensure issues are resolved and progressed.
• Able to take 'tough' decisions and calculated risks and see required ac-tion through.