SCR Service Delivery Manager

at  Somerset NHS Foundation Trust

Communications The post involves communication via various mediums at all levels with customers and staff including the following: * Product Development Staff * SCR Senior Team * IT staff at all levels, internal and external * Customer organisations, including information staff, clinicians and senior managers * Suppliers * Senior staff at National Bodies/Cancer Registries/Charitable Organisations and NHS England Communication will be verbal and written and will include provision of expert advice and support, presenting reports and attending meetings, interpreting some complex technical information into examples and a language that is easily understood by customers Communicate at an advanced level when providing highly complex sensitive information to Trust colleagues by using appropriate supportive and empathic approach Apply human factors and how this can support the development of safe systems Liaison with customers and SCR teams in matters relating to * customer support * software upgrade releases and fixes * new SCR customer implementations * existing customer additional product implementations * Clinical Safety * ad-hoc projects For new SCR implementations and additional product implementations the post holder will frequently chair customer project meetings as SCR senior supplier to present SCR pre-requisites, to discuss and agree scope, plans and processes, and to resolve implementation issues The post holder will be required to attend conferences, assist with the promotion of the product and on occasions required to present to large groups The post holder will be exposed to handling sensitive information with respect to staff and service issues. Resolving problems / issues raised by customers and / or managing expectations will be a common occurrence On occasion the post holder will have to deal with formal customer complaints Managing as far as possible that the that SCR software products are clinically safe by leading on the following activities in accord with NHS Clinical Safety requirements (DCB0129) and the SCR Clinical Safety plan: * Arranging Clinical Safety workshops for each SCR release * Chairing Clinical Safety workshops * Ensuring other SCR teams implement clinical risk mitigation actions * Preparation and publication of the Clinical Safety Report * Maintaining the SCR Clinical Safety file * Reviewing / maintaining the SCR Clinical Safety process / plan * Taking appropriate and timely action in response to customer clinical safety incidents Analytics Analysis and interpretation of complex requirements, interdependencies, solution options in relation to customer product implementations, SCR product releases, and projects Collaborate with colleagues and make judgements and decisions in relation to fixes / resolutions to customer incidents / problems where there may be multiple solution options Analyse proposed changes to scope or requirements and their impact on project / release delivery and stakeholders. Make decisions on inclusion or exclusion Analysis and interpretation of customer support reports (e.g. call volumes and types) with a view to implementing service improvements Responsibility for Patient Care Indirectly by leading the clinical safety process ensuring that SCR products are clinically safe to use The postholder is required to lead monthly clinical safety meetings and contribute to raising issues or proposing solutions to product design, as required Policy and Service Development Review, research, develop and implement service improvements in the following areas: * Customer support * New customer procurements * Implementation of additional products for existing customers * Release management and deployment * Clinical Safety * Testing methodologies Provide input into policies and processes which may impact on services beyond own area of expertise Ensure lessons learned after each release or project are undertaken, improvements in processes agreed and implemented and shared with appropriate staff To encourage changes in working practices arising from new developments or system changes through demonstrations and support on projects The postholder will lead and manage the implementation of policies and procedures within their own department and in some cases SCR business wide.
This will include processes to ensure consistency in assurances of quality of products, documentation, clinical safety processes and best practice guidance on managing a customer service function eg ITIL processes, CMDB The postholder will be required to maintain a reasonable understanding of cancer related NHS data requirements Responsibility for Finance, Equipment and Resources Responsible for the safety and security of any device allocated by IT Services. The use of all IT systems including any storage and movement of data should be done in accordance with all Trust IT Security Policies and procedures Ensuring assigned staff are provided with requisite IT equipment, software licences, other office equipment / resources The postholder will treat every pound as his own and be resourceful when making decisions about IT expenditure based on business critical requirements Verify annual renewal costs and monitor funding for new funding for each project. Responsibility for Supervision and Leadership Overall management of the Customer Support, and Testing teams, and Project managers. This includes recruitment, managing performance, dealing with sickness, work planning and staff appraisals Manage, motivate and direct staff in completion of assigned tasks Hold regular project team meetings to ensure staff are clear about work objectives and update on any new developments, issues or change in policy Information Resources Updates and optimises on SCR internal systems e.g.
Sharepoint for project documents, Efecte for service management Requirement to: * monitor release progress * ensure service meets SLA requirements * report testing progress * customise project plans * produce bug fix reports * create documentation to support a variety of internal and external processes Evaluates the quality of own and others’ work and raises quality issues and related risks with the relevant people / senior management team Collates, interprets and presents data and information requirements ensuring this is tailored for particular target audience and uses own knowledge, skills and experience to influence others’ information collection and management Other Tasks Personally, or via delegated project manager attend bug, defect, change request and triage meeting

Please refer the Job description for details