Deputy Head of Digital Assurance

South London and Maudsley NHS Foundation Trust.

Closing date: 03 August 2026.

Location: Various sites in South London and Bromley.

• Be accountable for the leadership and direction of the Trust's Digital Services Administration Team, Digital Partners, Asset, Quality and Contracts team, and underlying teams, and the Trust Switchboard, to achieve the service levels delivered through Digital Assurance.
• Establish service performance KPIs to monitor the service availability and capacity of systems and external suppliers, and regularly report on performance levels to senior management.
• Maintain and document services in accordance with Trust systems writing policies and procedures for staff and services.
• Investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies.
• Advise the Digital Services team on efficient and effective methods for Digital Services Projects involving client administration and request fulfilment.
• Maintain continuity of service 24/7, 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.
• 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.
• Ensure strong business support processes are in place and fully adopted for incident and problem management, and act as the central point of contact for service escalation.
• Manage the staff come under line management responsibility in line with Trust policies and procedures.
• Be a proactive challenger and continually improve services and delivery to customers aligning to Customer Excellence.
• Implement documentation, including procedural process review to improve Asset management, Contracting, administration and switchboard 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.
• Be 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 adherence to team and Trust standards, policies and procedures.
• Maintain service excellence whilst continuously driving improvements in Digital Services service quality.

• Educated to Masters level or equivalent experience.
• ITIL Foundation Version 4 or equivalent.
• Customer Service Qualification.

• Experience of providing leadership to staff individually and to teams.
• Experience with working within an IT /Digital department.
• Experience in managing incidents.
• Extensive experience and knowledge of ITSM.
• Experience of managing a service management function.
• Experience working as a Support Service, delivering and handling negotiations with customer, suppliers and stakeholders.
• Proven experience of managing and coaching staff.
• Good working knowledge of Microsoft Office applications and productivity suites.
• Ability to communicate effectively on service issues to a wide range of audiences, both internally and externally at all levels within the Trust and any partner or supplier.
• Ability to create networks with peers and managers across the Trust.
• Negotiation skills with customers, including clinicians and managers.
• Handle complex and multi stranded communications.
• Extensive highly developed specialist knowledge, skills, experience & expertise in Digital Services Operations management including that of staff.
• Experience of project management and leading projects to successful completion.
• Understanding of the importance of Digital Services good practices around service delivery and security.
• Customer focused with good verbal communication skills.
• Good time management.
• Ability to work on own initiative and as part of a team to deadlines.
• Ability to plan, agree, schedule, document and implement changes using a structured change control process.
• Ability to follow instructions and work unsupervised.
• Logical, methodical, pro active and enthusiastic in working practices.
• Ability to translate technical jargon information for customers to understand.
• Willingness to work longer hours occasionally to meet deadlines.
• Monitor and assist in managing the budget for the Digital Assurance Service.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.

£66,274 to £73,496 a year per annum inclusive of HCAS.