PENNINE CARE NHS FOUNDATION TRUST
Ashton-under-lyne, Lancashire
Lead and continuously improve end to end end user support services, including the Service Desk (1st line), remote 2nd line support and on site field engineering. Ensure digital services are safe, reliable and user centred. Establish, embed and maintain ITIL aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Provide high quality support for the Trust's Digital estate, systems and services, and device lifecycle/asset management across a regional multi site Mental Health Trust. Main duties of the job Service Delivery & Operations Lead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs. Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights. Stakeholder Engagement & Customer Experience Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums. Improve customer satisfaction and ensure alignment with clinical and business priorities. Collaboration & Knowledge Management Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues. Maintain strong knowledge sharing, SOPs and self service resources to support first contact resolution. Process & Governance (ITIL) Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change. Assets, Security & Leadership Oversee asset and device lifecycle, ensuring compliance with standards and security policies. Lead and develop staff, promoting an inclusive, user centred culture aligned to NHS values. Working for our organisation We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop. We actively encourage applications from all individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership. We also welcome applicants with lived experience of mental illness, either individually or as a carer. Benefits Generous annual leave entitlement for Agenda for Change and medical and dental staff. Flexible working opportunities to support work/life balance. Access to continued professional development. Involvement in improvement and research activities. Health and wellbeing activities and access to an excellent staff wellbeing service. Access to staff discounts across retail, leisure and travel. Qualifications Degree in IT, Digital, Information Systems or equivalent relevant experience. ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification. Experience Significant experience in IT service delivery or operations management. Managing live IT services in a complex organisation. Embedding ITIL processes including escalation and major incidents. Driving service improvement using data and user feedback. Knowledge Sound working knowledge of ITIL aligned processes (incident, problem, change, request fulfilment, service level management). Understanding of service performance management including KPIs, SLAs, CSI. Knowledge of digital service delivery in complex organisations. Skills Ability to analyse service data and deliver improvements. Ability to lead and develop staff.
Lead and continuously improve end to end end user support services, including the Service Desk (1st line), remote 2nd line support and on site field engineering. Ensure digital services are safe, reliable and user centred. Establish, embed and maintain ITIL aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Provide high quality support for the Trust's Digital estate, systems and services, and device lifecycle/asset management across a regional multi site Mental Health Trust. Main duties of the job Service Delivery & Operations Lead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs. Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights. Stakeholder Engagement & Customer Experience Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums. Improve customer satisfaction and ensure alignment with clinical and business priorities. Collaboration & Knowledge Management Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues. Maintain strong knowledge sharing, SOPs and self service resources to support first contact resolution. Process & Governance (ITIL) Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change. Assets, Security & Leadership Oversee asset and device lifecycle, ensuring compliance with standards and security policies. Lead and develop staff, promoting an inclusive, user centred culture aligned to NHS values. Working for our organisation We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop. We actively encourage applications from all individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership. We also welcome applicants with lived experience of mental illness, either individually or as a carer. Benefits Generous annual leave entitlement for Agenda for Change and medical and dental staff. Flexible working opportunities to support work/life balance. Access to continued professional development. Involvement in improvement and research activities. Health and wellbeing activities and access to an excellent staff wellbeing service. Access to staff discounts across retail, leisure and travel. Qualifications Degree in IT, Digital, Information Systems or equivalent relevant experience. ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification. Experience Significant experience in IT service delivery or operations management. Managing live IT services in a complex organisation. Embedding ITIL processes including escalation and major incidents. Driving service improvement using data and user feedback. Knowledge Sound working knowledge of ITIL aligned processes (incident, problem, change, request fulfilment, service level management). Understanding of service performance management including KPIs, SLAs, CSI. Knowledge of digital service delivery in complex organisations. Skills Ability to analyse service data and deliver improvements. Ability to lead and develop staff.
PENNINE CARE NHS FOUNDATION TRUST
Stockport, Lancashire
Estates Services Site Lead - Grade NHS AfC: Band 4 - Permanent - Full time (37.5 hours per week, 5 days per week plus out of hours on call). Job Ref 311-H919-26-A. Location: Site Pennine Care - Stepping Hill Hospital, Town Stockport. Salary: £28,392 - £31,157 per annum (Yearly closing 14/06/:59). Summary: The Estates Services Site Lead owns the monitoring of standards and day to day operations across designated site(s) and provides frontline maintenance services. They serve as the key contact for building users, visitors, staff and contractors, performing daily visits, regular audits, and ensuring a high quality, safe environment. Main duties of the job This frontline role involves routine maintenance tasks, site inspections and general repairs. It supports maintaining a high quality safe environment for service users, staff and visitors, working alongside estates services technicians and technical teams. The postholder carries out daily checks and regular audits of the environment to identify any work required to meet the needs of all users. Benefits Generous annual leave entitlement for Agenda for Change and Medical and Dental staff. Flexible working opportunities to support work/life balance. Access to continued professional development. Involvement in improvement and research activities. Health and wellbeing activities and access to an excellent staff wellbeing service. Access to staff discounts across retail, leisure and travel. Detailed job description and main responsibilities The role is pivotal in creating a positive first impression and ensuring that all stakeholders have a main point of contact on site that can offer high quality customer service. It also includes assisting with site access for contractors and liaising with the internal E&F helpdesk team on a daily basis. Person specification Education / Qualifications Basic numeric and literacy skills. Time-served electrical, building or mechanical services experience equivalent to level 3. NVQ level 2/3 in Electrical, Building or Mechanical services. Confined spaces training. City & Guild PAT certificate. Experience Experience of working in the building industry. Experience of managing contractors and liaising with services providers. Experience managing own workload and prioritising tasks. Experience of NHS passport/permit systems. Experience working with CAFM systems. Experience working in a hospital / in patient environment. Experience working in a mental health NHS Trust. Knowledge Knowledge of electrical and mechanical services. Knowledge of NHS estates operations. Understanding of H&S regulations relevant to estates operations. Understanding of HTMs, HBNs. Understanding of building services. Skills and Abilities Competent in using computer systems, including Microsoft Office. Strong customer service skills and communication. Excellent communication and interpersonal skills. Ability to supervise non estates personnel. Good problem solving skills. Ability to work on own initiative without close supervision. Able to work to tight deadlines. Ability to prioritise workload and work under pressure. Commitment to complete in house training. Ability to work in an in patient mental health setting. Training in building, electrical or mechanical services. Work related circumstances Must have a full driving license to drive Trust fleet vehicle. Must participate in the department's on call service. Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs. Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies. Appointments to regulated and controlled activities require an enhanced DBS disclosure. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer. We are committed to equality, diversity, and inclusion (EDI), and we strive to ensure our workforce reflects the communities we serve. We actively encourage applications from individuals of diverse backgrounds to help us grow, innovate, and improve. We may close this vacancy early if we receive a high volume of applications. If you have a disability or long term health condition and need extra time or adjustments to complete your application, please contact us as soon as possible. We will ensure you are not disadvantaged where a reasonable adjustment is appropriate. Employer certification / accreditation badges The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and such it may be necessary to submit a Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
Estates Services Site Lead - Grade NHS AfC: Band 4 - Permanent - Full time (37.5 hours per week, 5 days per week plus out of hours on call). Job Ref 311-H919-26-A. Location: Site Pennine Care - Stepping Hill Hospital, Town Stockport. Salary: £28,392 - £31,157 per annum (Yearly closing 14/06/:59). Summary: The Estates Services Site Lead owns the monitoring of standards and day to day operations across designated site(s) and provides frontline maintenance services. They serve as the key contact for building users, visitors, staff and contractors, performing daily visits, regular audits, and ensuring a high quality, safe environment. Main duties of the job This frontline role involves routine maintenance tasks, site inspections and general repairs. It supports maintaining a high quality safe environment for service users, staff and visitors, working alongside estates services technicians and technical teams. The postholder carries out daily checks and regular audits of the environment to identify any work required to meet the needs of all users. Benefits Generous annual leave entitlement for Agenda for Change and Medical and Dental staff. Flexible working opportunities to support work/life balance. Access to continued professional development. Involvement in improvement and research activities. Health and wellbeing activities and access to an excellent staff wellbeing service. Access to staff discounts across retail, leisure and travel. Detailed job description and main responsibilities The role is pivotal in creating a positive first impression and ensuring that all stakeholders have a main point of contact on site that can offer high quality customer service. It also includes assisting with site access for contractors and liaising with the internal E&F helpdesk team on a daily basis. Person specification Education / Qualifications Basic numeric and literacy skills. Time-served electrical, building or mechanical services experience equivalent to level 3. NVQ level 2/3 in Electrical, Building or Mechanical services. Confined spaces training. City & Guild PAT certificate. Experience Experience of working in the building industry. Experience of managing contractors and liaising with services providers. Experience managing own workload and prioritising tasks. Experience of NHS passport/permit systems. Experience working with CAFM systems. Experience working in a hospital / in patient environment. Experience working in a mental health NHS Trust. Knowledge Knowledge of electrical and mechanical services. Knowledge of NHS estates operations. Understanding of H&S regulations relevant to estates operations. Understanding of HTMs, HBNs. Understanding of building services. Skills and Abilities Competent in using computer systems, including Microsoft Office. Strong customer service skills and communication. Excellent communication and interpersonal skills. Ability to supervise non estates personnel. Good problem solving skills. Ability to work on own initiative without close supervision. Able to work to tight deadlines. Ability to prioritise workload and work under pressure. Commitment to complete in house training. Ability to work in an in patient mental health setting. Training in building, electrical or mechanical services. Work related circumstances Must have a full driving license to drive Trust fleet vehicle. Must participate in the department's on call service. Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs. Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies. Appointments to regulated and controlled activities require an enhanced DBS disclosure. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer. We are committed to equality, diversity, and inclusion (EDI), and we strive to ensure our workforce reflects the communities we serve. We actively encourage applications from individuals of diverse backgrounds to help us grow, innovate, and improve. We may close this vacancy early if we receive a high volume of applications. If you have a disability or long term health condition and need extra time or adjustments to complete your application, please contact us as soon as possible. We will ensure you are not disadvantaged where a reasonable adjustment is appropriate. Employer certification / accreditation badges The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and such it may be necessary to submit a Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
