• Managed the day to day operations of the Blood Operations Centre and the support team.• Developed and maintained standard operating procedures and process documents covering the full range of functions undertaken by the Blood Operations Centre.• Managed incidents/outages of key systems to resolution and briefed senior management on the outcome.• Liaised with other NBA teams to ensure the Blood Operations Centre responded to inbound and outbound queries regarding the NBA in a timely manner.• Supported the blood sector systems, working with the multiple teams within the IT services group to resolve issues and improve the systems and user support materials.• Participated in requirements gathering for system redevelopment.• Created and followed project documents including communications plans and training plans for a system roll out.

• Supervised a small team of help desk support officers.• As the primary contact in the Blood Operations Centre, answered, analysed and responded to level one and two issues raised by internal and external clients.• Managed the Blood Operations Centre’s involvement in the change management cycle for system updates.• Trained and mentored new staff members.• Created and updated Standard Operating Procedure documents, staff training documents, and system support materials.• Conducted face to face and online training/demonstrations for users of our systems.

• Provided support for users of the NBA’s ICT systems.• Identified, logged, and resolved system issues by liaising with users and developers. • Composed official correspondence to stakeholders regarding system releases and news.• Provided advice to external stakeholders and system users via phone and email.• Regularly monitored and interacted with internal systems to ensure their smooth ongoing operation. • Coordinated and participated in User Reference Group meetings for the NBA’s systems, including scheduling meetings, booking the required resources, creating and distributing agendas and meeting papers, and recording and distributing meeting minutes and action items. • Created and updated Standard Operating Procedure documents and system support materials.• Provided general administrative support to the wider Health Provider Engagement team.