Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The post holder works with the EUT Manager to develop the EUT services through the process of continual service improvement, based on the ITIL best-practice framework. The deputy EUT manager is responsible for delivering specific service improvements based on technology adoption, process optimisation and staff development to ensure the EUT services develop to meet the Trust needs. The development of EUT services requires a high level of collaboration with other IT teams (Infrastructure, Systems) as well as with key suppliers to ensure the technical components of the EUT and other services are compatible, integrated and together deliver a seamless end user experience. Main duties of the job The postholder is responsible for the planning and delivery of an efficient, responsive, effective and customer focused service relating to the Trust End User Technology workspace. The postholder ensures customer issues and technical problems are undertaken to resolution within the agreed service levels, and that all data recorded for an Incident or Service Request is of a high quality to enable both management statistics production and, be correctly understood, interpreted and actioned by associated technicians. You will need to be an excellent communicator and influencer, allowing you to build and maintain strong relationships within IT and Informatics. This will allow you to manage, implement and maintain standardised ways of working by applying the principles of the IT Infrastructure Library (ITIL) framework to the End User Technology Service. You will be accountable for the overall performance monitoring, evaluation, and review of this Service and delivery through the management of Key Performance Indicators (KPIs) and Critical Success Factors (CSF). Ensure continuity of service provision by effectively utilising resources and managing workloads. Coordination of the three service teams via the Team Leaders. Day to day operational responsibility for all incidents and service requests for the Trust and accountable for responses and adherence to SLAs (Service Level Agreements). Working for our organisation The End User Technology (EUT) Team provides services and support to all staff within Guy’s and St Thomas’ NHS Foundation Trust (GSTT). The customer base consists of both clinical and non-clinical departments and encompasses users with a wide range of IT skills, services and technology requirements. EUT has two main functions; the Support functions that provide a second level support service resolving individual issues, and the Enterprise function that provides a more holistic third level service concentrating on issues and problems affecting the whole organisation. These functions exist as one team in order to provide the best level of continuity and service for the customer base. The team is a cross-functional unit where all members of staff participate in all operational aspects of the team. The focus is on resolution of incidents and service requests in line with Service Level Agreements whilst providing an excellent standard of customer service at all times. Detailed job description and main responsibilities Communication The post-holder must be a confident and clear communicator as the role involves a high level of written and verbal communication with a wide range of stakeholders including IT staff, end users (Trust staff), customers (senor Trust managers and executives), 3 rd party suppliers and external bodies like NHS Digital. Technical documentation including requirements, design and architecture, process mapping, operating procedures, solution articles Presenting technical solutions to non-technical audiences Negotiation of service levels and contracts with 3 rd party suppliers Delivering training and awareness sessions to IT colleagues and Trust staff Mentoring and coaching junior members of the team Designing and delivering metrics and KPIs in formal reports to demonstrate service quality and project progress Patient/customer care (both direct and indirect) End User Technology (EUT) services are fundamental to the effectiveness and efficiency by which Trust staff access and use information and systems in the delivery of patient care and Trust business. In designing the operational support and maintenance processes and procedures, the deputy EUT manager will be accountable for ensuring the IT Helpdesk and Support teams can provide a fast, responsive service for Trust staff. Deputy EUT Manager is responsible for Implementing and managing effective structures for customer focused teams that are proactive, technically effective, and have a reputation for delivering excellent desktop systems support within agreed SLAs Policy & Service development The post holder is responsible for ensuring the user, access and security policies for all EUT services are defined, agreed and documented. This requires a good understanding of the relevant Information Governance and Human Resource policies and procedures as well as Information Technology and Security policy. The post holder works with the EUT Manager to develop the EUT services through the process of continual service improvement, based on the ITIL best-practice framework. The deputy EUT manager is responsible for delivering specific service improvements based on technology adoption, process optimisation and staff development to ensure the EUT services develop to meet the Trust needs. The development of EUT services requires a high level of collaboration with other IT teams (Infrastructure, Systems) as well as with key suppliers to ensure the technical components of the EUT and other services are compatible, integrated and together deliver a seamless end user experience. Resource management The post holder is responsible for ensuring that the underlying processes and procedures introduced to support the future EUT services enable full control of the Hardware and Software assets deployed by the Trust. This involves tracking the full lifecycle (from purchase to decommission) of all end-user devices and software purchased by the Trust in defined Hardware and Software Asset Registers. Processes must be developed to ensure that mobile devices (laptops, tablets) are assigned to individual staff and recovered when those staff leave or change role, by integrating the IT processes with HR processes. The post holder is responsible for managing the IT inventory and stock control processes for new kit, ensuring that devices deployed to meet service requests and replace faulty items feed into the asset management processes and update the Hardware and Software asset registers appropriately. The post holder is responsible for delivering management information to report the financial status of deployed assets, stock and retired devices to senior management. It should include the nature of the responsibility, the frequency within which it is exercised; the value of the resources; and the degree to which it is shared with others. People management The post holder is accountable for the recruitment and management of all staff EUT Team, including work planning and allocation and other personnel functions such discipline, appraisal and development. Ensure and co-ordinate resource allocation to effectively deal with daily and ongoing requests and workloads. This includes drawing up and management of staff rosters for 1st and 2nd Shifts and amending them as needed to accommodate unplanned absences. As approved by the Service & Operations Manager, implementing temporary cover or overtime. To maximise the potential of all team members. To identify and agree areas of personal and professional development and training with the Service & Operations Manager, and set annual objectives for individuals, undertake annual reviews of performance and set training plans for staff. Educate teams and other IT and Informatics staff as necessary in skills, policies, or processes in all areas for which the post holder has responsibility and/or knowledge. Ensure teams deliver their objectives, manage their personal goals, resolve staff turnover issues, and maintain a good level of motivation within the teams. Set a good example to other members of the team in aspects of professionalism, capability of rolling out implementation projects, liaison with users at all levels. Provide a safe and attractive working environment for team members within available resources. Information management Report on a set of agreed standard metrics to allow IT and Informatics leadership to gauge the services current progress monthly. To use tools and other metrics to investigate and resolve proactively problem areas, using innovative solutions. Manage the resolution of reactive, individual “out of SLA” incidents /requests /events. To help the Information Governance & Security Manager by ensuring the service maintains confidentiality of data in accordance with the Data Protection Act. Also, to help ensure system security is maintained. You are responsible for implementing Windows Advanced Threat Protection in accordance with the NHS Digital policies and Windows 10 Licensing Agreement, as well as applicable Data Security and Protection Toolkit guidance. With the Information Governance team and Infrastructure team work to ensure that Desktop systems and Data are not compromised, e.g. hacking, spam, spyware, and ensuring policies and procedures are adhered to and all end-user devices are configured in accordance with National Cyber Security Centre (NCSC) standards. To develop and maintain installation, user support and FAQ documentation of Trust applications and systems. Research and development R&D is a key element of this role as the post holder will be responsible for introducing all new technologies and tooling to manage the future Windows 10 estate. The post-holder is responsible for defining and managing the test environments needed to ensure the Microsoft Evergreen IT philosophy (continuous updates) can be safely implemented in a healthcare setting. A high amount of collaboration with other IT specialists and 3 rd party suppliers is needed to ensure new technologies are aligned with the strategy and requirements of the Trust. Person specification Qualifications Essential criteria Bachelor’s degree in a relevant IT discipline or equivalent significant and specialist IT experience, including in an IT management capacity Technical qualifications e.g. MSCE (IT Related) or equivalent work experience ITIL Foundation EXPERIENCE & KNOWLEDGE Essential criteria Substantial experience and knowledge of various Clinical and Business systems and services is essential as critical and non-critical services; and an excellent understanding of their interfaces and interactions in a support environment is required: • Windows 7/10 • SCCM • Active Directory • O365 • Microsoft Office (various versions) • Malware and security controls SKILLS & ABILITIES Essential criteria Excellent team management skills to reinforce standards, improve team service, motivate Skills and Abilities Essential criteria Teaching skills and the prepare and train new members of staff. Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Shweta Madaan Job title End User Technology Manager Email address [email protected]