Asset, Quality and Contracts Officer

The Asset, Quality and Contracts officer falls within the Digital Services Service Management department within Digital Services which follows the ITIL standard of Service Management, empowering technology, and process to ensure the users have the best possible experience and outcomes, both externally and internally for the staff within the Trust.

The post holder requires a high level of discretion, basic knowledge of software legislation, the ability to work unsupervised and proactively. Being a diligent staff member with an eye for detail and a passion for improving the service, the post holder will work closely with all elements of the Digital Services teams to deliver the best outcomes of the service and for customers. They must offer a can do, proactive approach to service delivery and ultimately delivering for the service needs.

Main duties of the job

The post holder will be responsible for the provision of:

• Management responsibility of the Digital Services Administration team, including regular 1-2-1s, appraisal and team meetings, providing training on procurement process changes and asset management changes - ensuring all team members are up to date on the policies and processes.
• Assist in the management of all Trust Digital Assets and ensuring the Configuration Management Database (CMDB) is maintained, updated and quality assessed on a regular basis - assisting in the report creation for the Asset, Quality and Contracts manager. Partaking in audits when required.
• Be responsible for the overall Digital Services administration team, ensuring that user requests are dealt with in a timely fashion, as well as ensure all procurement and invoicing requirements are met. Including reporting these KPIs back to the Head of Service Management.
• Assist in compliance reporting for the all-Trust Digital Software - ensuring Information Governance checks and balances have been completed before approving software for use within the Trust.
• Assist in the development of a Quality Assurance framework within Digital Services, including the implementation of the framework into the Service, providing all necessary processes and training required for Digital Staff and ensuring the reporting of this is taken into the Service Review with the Directorates, to drive Service Excellence throughout the Trust.

Job responsibilities

Key Responsibilities:

• Management responsibility of the Digital Services administration team, including regular 1-2-1s, appraisals and team meetings.
• Assist in the management and maintenance of the Digital Services Configuration Management Database (CMDB) in line with Digital Services IT Asset Management Process.
• Regular Audits of all Assets / Software within the Trust.
• Regular Reporting of all Digital Services administration processes within the Trust to Digital Services Senior Management Team.
• Assist the Asset, Quality and Contracts Manager in producing the data required for the Service Reviews both internal to Digital and Trust wide.
• Assist in the establishment of effective communication on all aspects of user support for software and asset management and the wider business.
• Deliver Digital Services Administration services to the Trust, taking ownership and resolving requests in line with policy, procedures, SLA, and OLA requirements.
• Developing, monitoring, and maintaining the policies and procedures within the Digital Services Department.
• Ensure all Digital Services Administration processes are up to date and relevant, conducting regular reviews. Providing knowledge transfer and training materials to other members of staff.
• Maintain awareness of all developments across the Digital Services functions.
• Ensure all communication is clear and concise and contains no technical jargon when communicating with the business, including negotiating with staff at all levels across the trust.
• Ensure all updates to the IT Service Management tool for ticket updates are conducted in a timely and non-jargon format, adhering to the Digital Services Service Level Agreements / Operating Level agreements and policies and procedures, including liaising with peers and managers on Digital Services.
• Other duties as agreed with the Head of Service Management.
• Provide support to staff within different functions of the Digital Services department.
• Assist in providing training and support for all departments within Digital Services in regards to maintaining Customer Excellence through quality control.
• Assist in the predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of a high standard of service.
• Ensure Service Quality is maintained within the Digital Services Department.
• Report and Records breaches of security to the Trust's data protection and digital services security lead.
• Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data Protection Act and Misuse of Computers Act.
• Has the ability to work to agreed objectives, and able to work when needed without supervision and prioritise workload accordingly.

Person Specification

Qualifications and Training

Essential

• Educated to Degree level or equivalent experience.
• ITIL Service Management Foundation Version 4 or equivalent.
• Specialist knowledge of procurement processes and financial processes (including invoicing).

Desirable

• Customer Service Qualification.
• Prince 2 foundation or practitioner.

Experience, Knowledge and Skills

Essential

• Experience of working with complex asset inventory tools.
• Experience of working with financial process (invoicing).
• Skilled in staff management.
• At least 2 years working in an IT related - customer service provision field, i.e. Service Desk.
• Experience of using reporting tools.
• Good working knowledge of Microsoft Office applications and productivity suites.
• Understand the importance of Digital good practices and service delivery and security.
• Good time management.
• Ability to work on own initiative and as part of a team to SLA deadlines.
• Ability to plan, agree, schedule, document and implement changes using a structured change control process.
• Ability to work unsupervised and follow instructions.
• Logical, methodical, proactive and enthusiastic in working practices.
• Ability to express complex issues, both orally and in writing in an easily understood manner for a range of audiences.
• Excellent team skills and ability to work with members of own and other teams and departments at all levels of the organisation.
• Ability to deliver to strict deadlines.

Desirable

• Experience of writing reports to management.
• Ensuring appropriate effective communication on service issues to a wide range of audience, 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.
• Ability to gather and interpret data.

Attributes

Essential

• Personal resilience in managing periods of sustained pressure in a busy team.
• Proactive and self-motivated in completing work to a high standard in conjunction with other staff.

Communications

Essential

• Influencing and negotiating skills.
• Highly developed verbal and written skills.
• Ability to engage at all levels in a large complex organisation and achieve effective co-operation.
• Highly developed presentation skills.
• Adept at conflict resolution.
• Convey confidence.
• Political acumen.

Mental Effort

Essential

• Able to deliver sustained periods of detailed work, work accurately and under pressure and meet immovable deadlines.

Physical Effort

Essential

• Able to travel during the day.
• Able to travel across multiple sites.
• Light physical effort.

Employer details

Employer name

South London and Maudsley NHS Foundation Trust

Address

St Paul's House
Edison Road
Bromley
BR2 0EP

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