Job Advert
Service Manager (National Infrastructure)
About the Organisation:
National Services Scotland (NSS) is a national NHS Board operating right at the heart of NHS Scotland (NHSS) providing support and advice at a strategic and operational level.
The National Infrastructure team within NSS Digital and Security business unit, act as “The Authority” on behalf of the entire public sector for SWAN (Scotland’s wide area network).
SWAN (Scottish Wide-Area network) is a secure shared network and ICT infrastructure provided for Scotland’s public sector, there are more than 94 organisations with over 6000 sites connected to the network.
Member organisations consist of, but not limited to, central Government departments, including the Scottish Government, Local authorities, Education, SQA, Historic Scotland, the Scottish Environmental Protection Agency (SEPA) and all Health boards across NHS Scotland.
Responsibilities of team consist of management oversight, service management, technical consultation & advisory service, contract & supplier management, and project management, not only for the core network but all the value-added services.
We are currently looking for an experienced and enthusiastic Service Manager to oversee the day-to-day management of the services.
The post:
The post holder will be responsible for ensuring the services for the network; and value-added services, provided by a 3rd party supplier, are delivered in accordance with the contract(s), agreed procedures and ITIL methodology.
Key responsibilities include:
- Ensuring Major Incidents (MIs) are managed end to end in line with processes, procedures, and the suppliers’ contractual obligations
- Feedback on MIs on behalf of customers, providing challenge as appropriate and maintaining detailed records
- Acting as an escalation point for member organisations for service issues and owning until conclusion
- Supplementary monitoring of the core network and internet gateways looking for abnormalities, patterns or to check reality against incidents.
- Pro-actively contributing to the Service Improvement Plan and service strategy
- Support NHS services with ordering, service requests and escalations
- Reporting and presentations for governance groups
- Chairing and presenting to governance groups as required
- Ensuring Service Level failures and any associated credits provided by the supplier are accurate
- Pro-actively engage with the service delivery groups in conjunction with the supplier for ITIL process meetings, authorising, advising, or questioning as appropriate.
The candidate:
An experienced service manager who has a background of working in a complex, multi-stakeholder environment with the ability to switch focus from planned work to reactive customer escalations, while still meeting deadlines.
You will have experience of managing 3rd party suppliers delivering services, possessing the ability to challenge or hold to account, as required, in line with service levels and contracts.
- You must have strong customer focus skills with a passion to improve services
- You will be able to work collaboratively across multi-functional teams, possessing the ability to quickly establish your credibility with customers and staff at all levels
- You must have a strong understanding of ITIL methodology
- You have attention to detail for reporting and supplementary network monitoring, with an ability to analyse large volumes of spreadsheet data to support service level calculation and checking is crucial
- You must have the ability to manage several simultaneous demands on your time
Refer to the Job Description and Person Specification for a more detailed insight into the expectations and skills required for this role.
Location and working pattern:
Edinburgh / Glasgow.
Monday to Friday, 37.5 hours - hybrid working options available.
Benefits:
Our benefits package includes pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits
Further information:
For an informal discussion on the post, please contact Eileen Dargo, Senior Service Manager, at eileen.dargo@nhs.scot
Further information on NSS is available from: www.nhsnss.org
Closing date for completed applications is Thursday 5th January
Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).
We welcome applications from all candidates, however in line with Scottish Government requirement we will be giving priority consideration to NSS Test and Protect core staff who meet the essential criteria for the role.
NHS National Services Scotland is an equal opportunities employer and as committed participant in the disability confident scheme, guarantees to interview all disabled applicants who meet the minimum criteria for our vacancies