Digital Services Access Manager

Job overview

The Digital Services Access Manager plays a pivotal leadership role within the Trust’s Digital Services Directorate, overseeing the Registration Authority function and managing the Digital Services Access Team. This position ensures secure, efficient and compliant access to digital systems across the organisation, while supporting the delivery of major digital programmes and service‑improvement initiatives.

The post‑holder will lead a team responsible for access provisioning, NHS Spine‑enabled applications, and associated support processes. They will manage staff recruitment, performance, training, morale and development, ensuring a high‑quality, resilient service. The role also delivers key project management activity, producing essential documentation, managing risks and resources, and contributing to Trust‑wide digital transformation through active participation in project boards and steering groups.

A core part of the role involves designing and delivering training for Registration Authority processes, developing user support materials, and ensuring all team members are equipped with the skills and knowledge required to maintain a robust access service. The post‑holder will also proactively explore emerging technologies to enhance automation, integration and service efficiency.

Strong communication and relationship‑building skills are essential. The Digital Services Access Manager will work closely with senior digital leaders, clinical teams, technical specialists and managers across the Trust, as well as external partners including NHS Digital, Microsoft, Acute Provider Collaborative organisations, consultants and third‑party suppliers. They will represent the ICT Department in internal and external meetings, communicate complex or sensitive information effectively, and support users during challenging or high‑pressure situations.

This is a key leadership role for a motivated, organised and forward‑thinking individual who can drive service quality, support digital transformation, and ensure secure, seamless access to the Trust’s digital systems.

Main duties of the job

Key Responsibilities:

• Lead and manage the Digital Services Access Team, including Registration Authority Agents, ensuring high performance, strong morale, and compliance with Trust HR processes.
• Oversee the day‑to‑day operation of the Trust’s Registration Authority service, including smartcard issuance, revocation, profile management, and adherence to national RA policies.
• Make complex operational decisions where guidance may be limited, balancing organisational needs, constraints and future requirements.
• Ensure timely and secure access provisioning for all Trust applications, maintaining robust processes for account creation, deletion, emergency access and temporary staff access.
• Manage procurement and maintenance of RA hardware, including smartcards, printers and card‑management equipment.
• Act as delegated authority for account management and audit functions, ensuring compliance with national Spine and RA standards.
• Adapt national policies into effective local procedures and maintain all RA documentation in line with regulatory requirements.
• Support digital project delivery, including implementation of NHS Spine‑enabled applications, producing project documentation and managing risks, issues and resources.
• Work closely with Digital Services teams, clinical stakeholders and external partners to ensure projects and services are effectively supported.
• Develop and deliver RA training for ICT staff, managers, sponsors and end‑users, and maintain high‑quality user support materials.
• Create personalised development plans and ensure all team members complete mandatory and role‑specific training.
• Review emerging technologies to improve access automation, integration and service efficiency.
• Maintain strong communication across ICT and Trust user groups, handling complex or sensitive issues and representing the department at internal and external meetings.
• Ensure adherence to ICT, Information Governance and Registration Authority policies, and lead on reviewing and updating RA policies and procedures.
• Manage and report security incidents related to access, ensuring appropriate follow‑up and preventative actions.
• Produce ad‑hoc reports and contribute to continuous improvement across the Digital Services Directorate.

Detailed job description and main responsibilities

To view the main responsibility, please see the attached the Job Description and Person Specification.