Deputy Head of Digital Assurance

Job overview

As a member of the Digital Assurance team within Digital Services, you will be responsible for the Operational delivery of services and staff within your team. Driving efficiency, good practice and a passion for every customer getting an excellent service must be a key driver. Being a senior figure in the Digital Services department, you must be able to adapt yourself to the different services that you line manage. Maintain service for customers and continually improving that service. A proactive worker thinking outside the box to maintain or reinstate service for customers driving efficiency.

Career Progression pathways and development opportunities:

We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.

Main duties of the job

Being a Senior technology professional, you will be required to mentor and coach other members of the Digital Services department for career development. You will work closely with all elements of the Digital Services to deliver the best outcomes of the service and for customers. Offering a “can do”, proactive approach to service delivery and ultimately delivering for the service needs. You will be a member of, and not limited to, the Digital Services Department Business Continuity team.

The post holder will be responsible for the provision of:

• Customer Excellence
• Service Reporting both internal to Digital and the wider Trust
• Communications
• Process and Policy
• End-User Education
• Reporting and Monitoring
• Supplier Management
• Asset Management
• Quality Assurance and Contracts
• Operational Responsibilities for the Digital Assurance Teams

Flexible working:

As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 8am to 6pm, giving you the very best of good work life balance.

Detailed job description and main responsibilities

Key Responsibilities:

• Be accountable for the leadership and direction of the trusts Digital Services Administration Team, Digital Partners, Asset, Quality and Contracts team and underlying teams and the Trust Switchboard, to achieve the Service levels in place delivered through Digital Assurance.
• To establish service performance KPIs to monitor the service availability and capacity of systems and external suppliers and regularly report on performance levels to the senior management within the Digital Services Department.
• Maintain and document services in accordance with Trust systems writing policies and procedures for staff and services
• To investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation.
• To advise the Digital Services team as needed in an efficient and effective manner for Digital Services Projects that have client administration and request fulfilment.
• To maintain continuity of service on a 24 hour, seven day week, 365 days a year basis, ensuring communications operate within specified tolerance levels and that in the event of a disaster all services can be re-established quickly.
• Be a proactive supportive and forward-thinking member of the Digital Assurance Team.
• To provide managerial leadership, support and development for the Team, ensuring that targets and expectations, both internal and external are met, including maintenance and development of appropriate technical, professional and quality standards.
• To ensure strong business support processes are in place and fully adopted for incident and problem management and to act as the central point-of-contact for service escalation, ensuring senior Digital Services management are kept fully informed.
• Manage the staff and that come under your line management responsibility in line with trust policies and procedures.
• Be a proactive challenger and continually improve your services and the delivery to customers aligning to Customer Excellence
• Implement documentation, including procedural process review to improve the Asset management, Contracting, administration and switchboard functions, including assessment of impact across or within services outside of the functions. Ensuring they are available in an accessible central repository.
• Manage the day-to-day relationship and request fulfilment with the users of the Trust
• Responsible for empowering, coaching and motivating the teams to deliver service.
• Promote and champion the use of industry good practices in the fields of service support and customer satisfaction.
• Support and integrate Digital Assurance initiatives into Digital Services and across the Trust
• Other activity from time to time as required to support the operation of the Digital Assurance function
• Define and enforce the adherence to team and trust standards, policies and procedures.
• Maintain service excellence whilst continuously driving improvements in Digital Services service quality.
• To investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies for the organisation

• The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service.  Any review will be undertaken in conjunction with the post holder.