Address Manage the overall pathology IT department including individual team members to deliver a consistent high quality of service. Lead and transform IT Service Management processes and reporting, through continuous improvement. Responsible for the maintenance of all pathology IT assets, applications and licensing to maintain compliance. Responsible for the development of Pathology IT Policy and documentation, including managing risk through information and quality governance frameworks.
To act as the escalation point for the service desk and associated major incidents. Responsible for customer relations management and communications both internally and externally. Lead on IT communications across service areas to make sure coordinated, accurate and timely. Responsible for escalating, to senior managers, any issue that could significantly impact the business.
Responsible for incident, problem and change management including process improvements and associated communications. Overall responsibility for the scheduling of requests for change and maintenance, co-ordinating this through the relevant governance forums. Responsible for pathology IT Business Continuity Planning and Management. Responsible for Information Governance and Security within BSPS.
Work closely with suppliers, project delivery and application change teams to manage fixes and implementation of new initiatives into live service. Development and ownership of a service portfolio and appropriate SLAs and KPIs to measure performance and provide meaningful service reporting for internal customers and stakeholders. Deliver operational monitoring of all IT services, ensuring that real-time alerting and monitoring is fit for purpose to support 24*7 operations across all service components. Manage supplier relationships, ensuring that a high level of support is in place to improve system availability and performance; through regular service reviews, and deal with senior level escalations.
Ensure all operational documentation (configurations, recovery documents, standard operating procedures etc.) are maintained and standardised across the function. To keep up to date with emerging technologies and best practice and share knowledge with professional colleagues as appropriate. This job description is an indication of the type and range of tasks that are expected of the post holder, and other duties may be required, in line with the role and the banding. It will be reviewed and amended from time to time in consultation with the post holder to take account of changing organisational need.
