Deputy Head of Digital Assurance

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. Job description Job 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.