Head of IT Service Management - EPR & Deputy IT Director

A global leader in Ophthalmology

We are Moorfields Eye Hospital NHS Foundation Trust.  Founded in 1804, Moorfields Eye Hospital is a world-class centre of excellence for eye health services, ophthalmic research, and education.

With more than 2,300 staff we are proud to be supported by one of the most diverse workforces in the NHS.  Every year we treat more than 700,000 patients at City Road in central London and at our 22 satellites sites, and, in partnership with the UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre we lead one of the most impactful ophthalmic research programmes in the world.

We train many of the leading eye care clinicians in the UK and internationally and have a global reputation for quality and professionalism in ophthalmic care. In addition, we also operate commercial divisions that provide care to private patients in both London and the Middle East. 

This is an exciting time to join Moorfields.  The pandemic fast-tracked a huge amount of innovation which is changing the way we work and deliver care.  Construction is under way on Oriel, our new eye care, research, and education centre being built in Camden.   The new centre will be flexible and modern, enabling us to bring together healthcare, eye research and education under one roof for the first time.

If you want to be part delivering world class eye health services and you share our values: excellence, equity, and kindness, then we would love to hear from you!

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data to better meet the needs of citizens. 

This role is part of IT Operations, who are responsible for:

• Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
• As IT subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our IT service portfolio and reducing technical debt

You will put people at the heart of everything you do – with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust. 

With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.

As Head of IT Service Management – EPR, you will be responsible for setting the vision and strategy for service management for your portfolio, ensuring that processes are owned and maturing. 

Your portfolio will include:

• Application Operations – responsible for managing our application portfolio for EPR, including managed service providers
• Development Operations – responsible for joining up our systems and data (including our integration engine)
• Service Practitioners – dedicated change and release manager (process owner for change management), and problem and escalation manager (process owner for problem management)

At this role level, you will:

• be responsible for setting the vision, strategy and strategic decision making for IT service management for EPR, ensuring processes are owned and maturing
• lead multiple service teams, ensuring adequate resources, skills and capacity
• represent the IT service management function at a senior level
• act as an escalation point for business stakeholders

At Moorfields Eye Hospital, we provide more than just an excellent career and great colleagues to work with. 

We also offer:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more!  See the full range of benefits we offer.

Leadership

• Provide leadership and direct line management for the Application Operations, Development Operations and Service Practitioner, including vendors / managed service providers and provide subject matter expertise to wider directorate service teams.
• Mentor, coach, and line manage teams and services (including managed services) - developing their skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps.
• Develop and lead the implementation of long-term strategic plans for IT service management for EPR, identifying risks and issues and developing mitigation strategies – with clear outcome measures.
• Deputise for the IT Director, including representation in key internal boards / committees / project and/or programme delivery and governance meetings, and with external partners

Asset and configuration management

• Manage configuration management, ensuring value for the business and adherence to company policies
• Ensure that changes to assets are recorded and controlled appropriately
• Advocate organisational commitment to asset control

Business analysis (IT Operations)

• Lead investigative work into highly complex problems and opportunities in existing processes
• Lead the collection of information and creation of recommendations for improvements
• Absorb large amounts of conflicting information and use it to produce solutions

Continual service improvement

• Analyse current processes, and identify and implement opportunities to optimise them
• Lead and develop a team of experts to deliver service improvements
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards

Financial management

• Understand how to balance cost versus value.
• Consider the impact of user needs.
• Responsible for the budget for your services (pay and non-pay) and know how and when to escalate issues.
• Contribute and develop economic investment cases for IT Operations, including business planning processes – covering sounds financial models for implementation, and running of the services.

Governance and assurance

• Evolve and define governance for IT service management practices
• Take responsibility for working with and supporting other staff in wider governance.
• Assure services across sets of services.
• Use tools such as standards, guardrails, and principles to effectively govern delivery.

Making and informing risk-based decisions

• Act as a point of escalation.
• Be trusted by senior risk owners as an expert in IT service management practices.
• Apply risk methodologies at the most complex levels of risk.

Ownership and initiative

• Take accountability for issues that occur, and be proactive in searching for potential problems
• Achieve excellent user outcomes

Policies, procedures, and processes 

• Responsibility for IT service management practices for your portfolio, ensuring that policies and procedures are effective, realistic and enabling for the business.
• Develop, maintain, and improve IT service management policies & procedures, considering regional and national policies and practices, ensuring that both manual and electronic information across the Trust is included in-scope.

Risk management

• Responsible for the management IT service management risks for your portfolio, including identifying new risks and ensuring we are actively managing risk controls.

Service focus, monitoring, and reporting 

• See the bigger picture and investigate how to get the best out of the underlying services to support the organisations’ strategic objectives and business priorities.
• Take complex reporting data from multiple sources, compare, and interpret against service baseline and industry standards and provide a supporting narrative.
• Use your data analytics skills to enhance business performance.
• Responsible for service reporting for IT service management for EPR, in-line with Trust-agreed reporting measures 

Service management framework knowledge

• Have an expert certificate in the service management framework qualification
• Demonstrate an industry understanding of how to implement the framework into numerous environments

Stakeholder relationship management (IT Operations)

• Determine strategic vision and direction
• Positively influence important senior stakeholders
• Provide an arbitration function

Strategy

• Lead the design and implementation of IT service management strategy for your portfolio, ensuring the business requirements are being met.
• Contribute to the development of the broader IT strategy.
• Apply strategy, using and challenging patterns, standards, policies, roadmaps, and vision statements.
• Challenge and lead changes to policy and processes that support business outcomes, with business architecture, legal and political implications.
• Ensure alignment of operating procedures and policies in-line with national, sector (ICS) and industry best practice – where it makes sense to do so.

Technical understanding

• Show a thorough understanding of the technical concepts required for the role, and explain how these fit into the wider technical landscape

Understanding the whole context

• Understand trends and practices outside your team and how these will impact your work.
• See how your work fits into the broader strategy and historical context.
• Consider the patterns and interactions on a larger scale.

User focus

• Give direction on which tools or methods to use
• Demonstrate experience in meeting the needs of users across a variety of channels
• Bring insight and expertise in how user needs have changed over time to ensure they’re met by the business
• Apply strategic thinking to provide the best service for the end user

Community of practice

• Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the IT service management landscape, within the wider Digital, Data and Technology teams.

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references.

Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.

Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at moorfields.recruitment@nhs.net.