Lead Service Delivery Analyst

at  Northampton General Hospital NHS Trust

Are you looking for your next challenge in digital?
We are pleased to be able to offer an exciting opportunity to join the Electronic Patient Record (EPR) Programme Team at Northampton General Hospital. In partnership with our chosen supplier, we have embarked on our digital excellence journey to implement a nationally-leading EPR system that will transform the quality of care for our patients and staff by having instantly accessible information using the latest mobile technology, reducing paper usage and utilising clinical decision support tools.
As a Service Delivery Analyst, you will be responsible for managing impacts to the ICT service, ensuring changes, incidents, risks, and issues are well managed as well as running effective problem management and continuous service improvement processes.
Work in unison with the ICT service and 3rd party providers to ensure that operational practises and processes work effectively daily by monitoring KPIs and the achievement of agreed SLAs. These will be delivered using Information Technology Infrastructure Library (ITIL) principles and as part of the Trust’s Electronic Patient Record (EPR) programme. As part of a dynamic and agile team that is committed to our Vision ‘Dedicated to Excellence’, you will have significant personal opportunities to grow and develop, as well as to tangibly impact how care is delivered in the future.
The postholder will be responsible for
Manage & co-ordinate incidents, requests, and problems
Manage process for communicating outage
Provide advice and guidance to the Service Desk.
Ensure the Service Desk provides quality call handling and incident and service request progression supporting the provision of all ICT services.
Assist the Service Desk Manager to develop the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement.
Providing & receiving complex information that may need to be disseminated to large groups.
Analyse, investigate issues/problems where there are a range of solutions.
Analyse and plan statistical system (Information Technology Service Management (ITSM) toolset) and adjust meet end user needs
To publish high level reports and technical documentation for all members of the ICT department. For example, SLA performance reports.
Participation in the ‘Out of Hours’ ICT support staff On-Call Rota as required and with prior agreement.
Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements.
There will be a requirement to be part of an on-call 24*7 rota.
Travel to the hospital sites across UHN will be required.
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Main Duties
Manage & co-ordinate incidents, requests, and problems
Manage process for communicating outage
Provide advice and guidance to the Service Desk.
Ensure the Service Desk provides quality call handling and incident and service request progression supporting the provision of all ICT services.
Assist the Service Desk Manager to develop the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement.
Providing & receiving complex information that may need to be disseminated to large groups.
Analyse, investigate issues/problems where there are a range of solutions.
Analyse and plan statistical system (Information Technology Service Management (ITSM) toolset) and adjust meet end user needs
To publish high level reports and technical documentation for all members of the ICT department. For example, SLA performance reports.
Participation in the ‘Out of Hours’ ICT support staff On-Call Rota as required and with prior agreement.
Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements.
Provide users with realistic expectations in line with Group Service Level Agreements and ensure that end users are aware of progress of faults to both personally used and Group wide systems
Providing a great level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction surveys
Supporting all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
Recording and maintaining the knowledge and known error database
Deliver training for ITSM toolset
Training and development of Team members
Implement departmental policies within own work area, propose changes to working practices based on statistical information.
Responsible for introducing, adapting and improving systems to input, store & disseminate information used in statistical analysis. Collate and share performance stats using the ITSM toolset.
Management and Leadership
Work closely with the Head of Clinical Systems and Head of Digital Transformation and Innovation on upgrades and policies/procedures.
Contribute to the development and implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
Support individuals and teams that are highly skilled, effective, engaged and highly motivated.
Have awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements.
Deputise for the Service Manager as necessary and where appropriate.
Technical Service Delivery
The post holder will have knowledge of support structures related to both the delivery of staff facing digital services and hardware and software as part of the end user service catalogue, while having knowledge of service management processes and ITIL framework.
Work with the Service Manager to develop underpinning SLAs which are documented and signed with the stakeholders across the Group.
Ensure that progressive solutions, which consider models of best practice, are incorporated into service plans.
Contribution to the delivery of Service Delivery technical and infrastructure services to the Group.
Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Performance
Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Service Delivery function in order to provide efficient and optimised digital services.
Advice, guidance, and partnerships
Provide technical and professional assistance regarding Service Delivery.
Represent the Digital portfolio at local levels, developing partnerships, sharing best practice, and integrating knowledge across the Group.
Represent the Group, where appropriate, in dealings with partner organisations and outside bodies on Service Delivery and technical issues.
Build good relationships and ensure effective ICT partnerships with other organisations across the ICS, locally, regionally, and nationally.
Forming constructive relationships with suppliers to optimise the delivery of solutions and maximise the Group’s influence on the future direction of the suppliers’ products.
Policies and procedures
Contribute to ensure that the Service Delivery function has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data).
Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.
Ensure that a full and current inventory of all ICT assets is maintained and utilised appropriately.
Ensure that appropriate disaster recovery and business continuity procedures are in place for critical systems within the responsibility of the Service Delivery function and that disaster recovery testing is performed in line with scheduled plans.
Professional and Personal Development
The post holder will need to develop and maintain an awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards.
The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Service Manager.
Role Requirements
We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group
Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making.
High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will frequently have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
The post holder will participate in and facilitate meetings, which require a high level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
There will be a requirement to present complex information at meetings which will require the individual to have a high level of concentration frequently for a sustained period to ensure that there is active engagement in the subject matter at hand.
The role will require regular negotiation with NHS professionals, managers and occasionally Directors.
Exposure to unpleasant working conditions or hazards is rare.
The post holder will also be expected to deal positively and promptly with staff concerns and personal problems, challenge staff on any inappropriate behaviours or poor performance and investigate and deal with complaints as required.
Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc

Please refer the Job description for details