ITSM Manager | East of England Ambulance Service Trust
The ITSM Manager is responsible for the technical project management of the Digital Department’s IT Service Management system implementation and upgrades, from the planning to the delivery phases.
They will partake in regular Service Review Meetings with the supplier, raising issues with the service provided to the appropriate stakeholders, both internal and external to the Organisation.
The ITSM Manager is responsible for determining and implementing future requirements through the analysis and review of systems, processes, and stakeholder engagement sessions, leading detailed design phases for small to medium projects.
The ITSM Manager is responsible for identifying where improvements and efficiencies can be made and driving the requirements through to business case recommendation in line with strategic objectives.
As the ITSM subject matter expert, they will perform changes to the system and provide training and user documentation to technicians and end users, to ensure the delivery of a resilient, reliable, and effective day-to-day technology service to the user population of the East of England Ambulance Service.
The ITSM Manager proactively gathers and analyses data to identify needs and recommend solutions.
They work across Teams and Departments to eliminate redundancies and improve efficiency.
The ITSM Manager is responsible for translating customer requests into technical requirements, ensuring the Department’s change management process is adhered to.- To review, evaluate, test and recommend revisions of specific software supported by the role.
- To ensure that the software is operational, and immediately inform appropriate colleagues and/or suppliers if issues are identified.
- To be responsible for ensuring routine systems maintenance and administrative activities are undertaken within the agreed product contracts, to ensure the systems are well maintained and operate at optimum capability.
- To be responsible for ensuring the systems are upgraded to the latest supported version.
- To manage small and medium sized Trust wide projects where onboarding is required for the products the ITSM Manager supports.
- Responsible for translating customer requests into technical requirements, ensuring the Department’s Change Management Process is adhered to.
- To report on progress of faults and projects to Senior Management and other affected stakeholders ensuring the Incident Management Process is adhered to, and to identify and escalate issues and risks, as necessary.
- To ensure all major issues and risks are escalated to Senior Management, as appropriate, using the agreed escalation routes and policies.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)
Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
This advert closes on Thursday 17 Oct 2024