A member of the senior management team within Digital Services department. Management and leadership for the circa 40-50 person Digital Operations team. Teams include, Service Desk (1st line), Desktop Support (2nd line), Asset Management & Procurement, Contract Management, Service Management Systems & Robotic Process Automation (RPA). -The overall delivery of service for the organisation supporting 20,000 staff and 17,000 end user devices.-Ownership of the centralised call centre handling 100,000+ calls in a year. The 1st line support team handles calls with an average wait time of 3min whilst providing expert advice and support to over 80,000 self service requests in a year. - Desktop Support of all end user devices approx. 50,000 assets including, desktop pcs, monitors, tablets, laptops and printers. General support of core services and business applications such as Office 365, Windows 10, VPN, VDI and Active Directory. On site support for main hospital sites and 20+ satellite sites. - Procurement of all goods, services and contracts for a multi-million pound budget for digital services. - Using service management tools and the ITIL Framework best practices to achieve a high turnover transactional service while still delivering a personalised and high quality service. Automated work flows and system triaged requests ensuring service requests and incidents are assigned to the right team at the right time. Constantly reviewing customer feedback to improve the overall service delivery and thus achieving on average a 4.6/5 customer feedback rating.- Delivery of Automation across the organisation using platforms such as Blueprism, Power Automate, Directory Manager & Hornbill. Releasing valuable time back to the Clinical and Corporate teams to focus their precious time on delivering better services to our patients.

A member of the IT Senior Management Team, the Head of IT Operations is accountable to the Associate Director of IT for the strategic management, development and have operational accountability for, the performance of the Trusts Service Level Agreements and contracts for IT Systems and Services with a range of external providers in line with ITIL v3.

- Management of 2nd line desktop support requests- Service request management for all IT Service Teams- Coordination of all IT activities - Deputise for Assistant Director of IT- 1st Line Helpdesk- Change Management (ITIL)- Manage support a user base of 8000- Manage support PC base of 2700- Manage Support of an additional 2500 users spread over 40 Community Healthcare Sites with Mobile Engineers