Job Purpose The System Support Service Manager will assist the Head of Service in delivering high-quality System Support and Regi.....
Job Purpose The System Support Service Manager will assist the Head of Service in delivering high-quality System Support and Registration Authority services across Informatics Merseyside Partner Organisations (POs) and other customer organisations. The role involves promoting best practices and process consistency, identifying critical success factors (CSFs), and key performance indicators (KPIs) for effective service monitoring and reporting. The manager will provide leadership and line management for direct reports, ensuring team compliance with Trust policies and procedures, while motivating and inspiring the team. Principal Responsibilities The System Support Service Manager will lead and manage systems support and registration authority services across Informatics Merseyside POs, ensuring high data quality and system integrity. Responsibilities include managing the release process for application changes, ensuring compliance with Change Advisory Boards, and overseeing system integration and implementation. The manager will also lead post-implementation reviews, negotiate system releases and developments with POs and third parties, and ensure that all necessary training and awareness initiatives are communicated to the team. The role requires a deep understanding of NHS policies, and the manager will provide guidance on data quality and policy interpretation. The manager will also lead supplier negotiations, ensuring proper contract management, fault resolution, and training, and will audit compliance with strategies and policies, reporting to the relevant committees. Performance Management The manager will lead the provision of effective system support and registration authority services across Partner Organisations, supporting their performance measurement agendas and ensuring business and governance needs are met within agreed deadlines. This includes monitoring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring all systems are capable of appropriate data capture for statutory, local, and commissioning reporting. The manager will monitor service targets, quality standards, and performance levels, contributing to the development and implementation of KPIs and CSFs. Regular management reports will be produced to track performance, and any performance issues will be communicated to Account Managers for further action. Strategic Role The System Support Service Manager will assist in the development and implementation of policies, procedures, protocols, and standards related to system support and registration authority services. The role involves contributing to business plans and service improvement plans, ensuring alignment with national and local guidelines. The manager will also contribute relevant service provision information to Account Managers to enable comprehensive reporting to Partner Organisations. Research The role requires the manager to stay informed about the latest and emerging processes and procedures related to data, application support, and integration techniques. This involves researching best practices, suggesting improvements to the services provided by the System Support and Registration Authority functions, and possibly conducting surveys or audits to support service enhancements. HR Management The System Support Service Manager will have day-to-day management responsibilities, overseeing a team of staff across multiple sites. This includes performance management, appraisals, and dealing with disciplinary issues where appropriate. The manager will develop objectives and performance plans for the team, ensuring alignment with Informatics Merseyside's aims and objectives. The role also involves ensuring effective communication within the team and providing leadership to maintain high service standards. Staffing needs will be analysed with consideration of budgetary implications, and the manager will be involved in recruitment processes, including drafting job descriptions, shortlisting, and interviewing candidates. Financial Responsibility The manager will oversee contracts with third-party system suppliers, ensuring value for money and responsiveness. This includes providing information to assist with financial planning and budgeting, ensuring systems accurately record information for timely data submission, and managing within project budget constraints. Education, Training, and Development The role requires a commitment to personal and professional development, with a focus on training and supporting team members' career development. The manager will ensure that both themselves and their team have up-to-date Personal Development Plans, with regular reviews and skills development to maintain service standards. Annual performance reviews will be conducted for all team members, with ongoing follow-up on any identified actions. Generic Responsibilities All staff, including the System Support Service Manager, are expected to commit to the Trust's vision and values, supporting Mersey Care in delivering high-quality services. This includes role modelling the Trust's values, challenging stigma, working across boundaries to improve services, maintaining a knowledge base, respecting equality and diversity, and complying with health and safety legislation. The manager will also be responsible for data accuracy and protection, adhere to the NHS Constitution, participate in Just and Learning Culture initiatives, and encourage an open and respectful workplace environment.