The public sector client is looking to recruit a Service Practitioner/Manager for a short term contract, in the first instance, which will extend for a further 6 months after March 2022. This is a hybrid working assignment, however, the successful candidate will be expected to travel to the head office in Leeds, at least once a week.

The Service Practitioner will be responsible for incident and problem management activities, ensuring that incidents and problems are progressed, registered and categorised by the Contain team. Working closely with the ITOC team to ensure that business and IT activities are undertaken to successfully delivery our IT and Data services.

Knowledge Essential  Knowledge of working in a Service Management environment  Knowledge of the ITIL framework and how this is applied  Knowledge of using Service Management toolsets to support and enhance processes and procedures  Knowledge of information systems

Desirable  Knowledge of the NHS  Knowledge of monitoring systems  Knowledge of working in, or with, Agile delivery. Skills and Experience The Service Management profession at NHS Digital utilise the Skills Framework for the Information Age (SFIA).

For this role, the post holder will be expected to demonstrate ability and experience in the following: Essential SFIA skills:  Service level management Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.  Change management Assesses, analyses, develops, documents and implements changes based on requests for change.  Incident management Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.  Problem management Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.  Supplier management Acts as the routine contact point between the organisation and suppliers. Supports resolution of supplier related incidents, problems, or unsatisfactory performance. Collects and reports on supplier performance data.  Application support Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.

Additional essential skills & experience for this role:  Excellent communication skills with the ability to communicate clearly and effectively with others via both oral and written means  Excellent problem-solving skills  Proven ability to understand the needs of internal and external stakeholders and keep them in mind when taking actions or making decisions  Ability to work under pressure to tight timescales and deliver high quality material correctly first time  Proven ability to prioritise and organise a large busy workload, planning activities for self and others in a fast-paced environment NHS Digital works within NHS Terms and Conditions of employment.

Desirable SFIA skills:  Analytics  Knowledge management  Availability management  Service acceptance  Customer service support  Product management

Qualifications Essential  Educated to postgraduate diploma/degree level or equivalent experience  ITIL Foundation v3 or v4, VeriSM Foundation or equivalent experience

Desirable  ITIL Practitioner or equivalent experience  Prince 2 Agile Foundation or equivalent experience • Experience of working in the public sector.

Essential Key Skills:
Agile
ITIL
Service management
Supplier management
Incident management

The Service Practitioner will be responsible for incident and problem management activities, ensuring that incidents and problems are progressed, registered and categorised by the Contain team. Working closely with the ITOC team to ensure that business and IT activities are undertaken to successfully delivery our IT and Data services. Good communication skills with the ability to communicate clearly and effectively with others via both oral and written means, will be essential here as the role involves engagement with multiple teams. This includes coordination of the Service Acceptance Process, managing regular calls involving relevant stakeholders from NHS Digital, supplier and trust/ local authority, ensuring any identified defects or incidents follow process are resolved or added to work off plan prior to closure. Being able to provide support to the Service Manager at incident, problem, service introduction and service review meetings, ensuring that actions are progressed as appropriate and all discussion is accurately captured as well as creating management information reports and dashboards for key stakeholders and the cell lead. Delivering Continual Service Improvement actions such as process improvements via two-weekly sprints.

As part of the role you will be responsible for:  Managing Incident, Problem & Change . About the team Service Lead Senior Service Manager Service Manager Service Practitioner Contracted

Job Description –  Supplier and contract management to meet key performance indicators and agreed targets.  Facilitate or Chair regular meetings with stakeholders, such as supplier or stakeholder review meetings (covering a specific service management discipline) and representing Live Services.  Develop an in-depth knowledge and become a subject matter expert in specific services.  Facilitate feedback from senior staff, peers and representatives from external organisations and produce supporting meeting documentation.  Produce accurate and timely reports on the performance of process areas for key stakeholders for the specific services.  Regular use of Service Management toolsets to support decision making.  Be an effective self-starter, who is able to work on their own initiative to tight deadlines when there are often conflicting requirements and requests for support from other parts of Operations.  Create, review and implement processes and procedures to ensure alignment with changing business requirements.  Produce training material, knowledge articles and provide presentations to stakeholders.  Stand in for the Service Manager at stand-up meetings as SCRUM Master maintaining Kanban boards and the product backlog.  Develop and maintain effective working relationships with all key stakeholders including Service Management, NHS Digital programmes and supplier representatives.

The successful candidate will have a valid DBS or be willing to apply for one on CV submission or when a job offer has been made and accepted. This assignment sits inside IR35.

About the Rates of Pay:  Please note: The higher pay rate advertised in our job advert/s will always be the highest Ltd or Umbrella Company pay rate that the client is willing to pay up to and the lower pay rate advertised in our job advert/s will always be the highest PAYE pay rate, that the client is willing to pay up to, unless otherwise specified. If the PAYE rate is not indicated in the job advert then please contact us for confirmation of the PAYE daily pay rate.