Service Delivery Manager

at  Northumbria Healthcare NHCT Northumbria Healthcare NHS Foundation Trust

The Service Delivery Manager is responsible for the management, development and effectiveness of the Service Delivery function within NEP. It is critically important that the NEP Consortium has confidence in the NEP Service Delivery Team to provide support, guidance and expert knowledge to enable the effective management and maintenance of the NEP Cloud solution throughout the NEP Consortium.
NEP is hosted by Northumbria Healthcare NHS Foundation Trust who was voted the best acute and combined acute and community trust in the country, based on the experience of its staff (NHS Staff Survey 2022).
By Joining NEP you get the absolute best of both worlds by working for a national ERP provider, whilst still having all of the benefits of working within the NHS. You would be working in an organisation that supports its staff and focuses on staff experience as much as it does the experience of service users. Here are only some of the benefits that would be available to you as a member of the NEP Team:
Extensive staff health and well-being programme including access to our specialist Wellbeing Hub
Support and connection through a variety of Staff Network groups
A range of flexible working opportunities
Generous annual leave and pension scheme
Access to lease car and home electronics scheme (qualifying criteria applies)
Opportunities to improve your professional development through our vast training programme.
The Service Delivery Manager is to maintain and develop effective communication links, to build confidence in the processes undertaken by the NEP Cloud team, to maintain transparency throughout the NEP Consortium and to ensure that all service requests and issue logs are effectively managed, in line with agreed SLAs, through methodical, effective management, ensuring all significant risks or issues are escalated to the NEP Operational Management Team (OMT).
The post holder is to oversee the quality and assurance of NEP Quality Controls, Operational Processes and Procedures, that are managed within the NEP Control Environment, to ensure they are operating efficiently and effectively and within pre-existing parameters documented within the NEP Governance Agreement, NEP Standards and Policies and to meet all relevant Audit criteria.
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality – opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read ‘applicant guidance notes’ before submitting your application.
Please see attached Job Description.
The post holder is also responsible for the day to day management of staff and allocation of tasks related to the NEP Cloud Service Delivery provision, which involves;
The delivery of improved customer relationships and overall effective and competitive service.
The service development, implementation and evaluation of communications and ad-hoc projects across the client base.
Ensuring full compliance of NEP Governance.
Leading the Service Delivery team to deliver quality improvement.
Establishing and maintaining cooperative relationships with representatives of the NEP Consortium Organisations and NEP Partners.
The analysis of risks and opportunities.
Development and regular review of policies and procedures whilst maintaining adherence.
Actively undertaking and monitoring service delivery and performance reporting in line with NEP Governance

Please refer the Job description for details