Digital Optimisation Team Leader

Leadership and line management of the DOTS team, including senior and specialist staff, ensuring capacity is matched to contracted demand and priority work.

Delivery of the DOTS service against contracted deliverables, service levels and KPIs, with accurate and timely reporting to customers and to N3i leadership.

Ownership of the customer training and enablement offer, including Training Needs Analysis, the training catalogue and the delivery model.

Continual improvement of digital optimisation services across Primary Care and N3i's wider contracted customer base.

and Service Delivery

As the leader of the DOTS

service within N3i, the post holder will be required to:

Provide day-to-day leadership, direction and

co-ordination of the DOTS team, setting clear objectives and standards of

performance.

Act as the operational lead for the DOTS

elements of N3is service contracts, ensuring contracted deliverables, service

levels and key performance indicators are understood, resourced and met.

Produce and present regular service reports to

customers and to the N3i Leadership Team, evidencing performance against

contract, highlighting risks and escalations, and recommending corrective

action.

Own the DOTS service improvement plan,

translating customer feedback, incident and training trends and contract review

outcomes into deliverable improvements.

Ensure the team is focussed on the highest

priority work at all times, balancing reactive support, planned optimisation

activity, training delivery and contracted project work.

Act as the escalation point for complex or

contentious customer issues affecting DOTS services, resolving these to the

customers satisfaction or escalating appropriately.

Ensure the DOTS team works within N3i's

incident, problem and change management processes, and that system changes

affecting customers are assessed, planned and communicated in good time.

Where clinical safety may be impacted by a

system issue, lead the DOTS response and manage the issue to resolution with

the Clinical Safety Officer, system suppliers, customers and internal 2nd and

3rd line teams.

Contribute to the mobilisation of new customers

and contract variations, scoping the DOTS resource, training and support

requirements and the impact on existing commitments.

Deputise for the Head of Digital Delivery as

required, representing N3i internally and externally.

Act as the primary point of contact for DOTS

service matters for GP Practices, PCNs, the ICB and other contracted customers.

Proactively communicate with other Team Leaders

and Managers within N3i to ensure a joined-up service to customers.

Represent the DOTS Team and N3i at customer

events, forums and contract review meetings.

Clearly communicate objectives, priorities and

performance expectations to the DOTS team, at both team and individual level.

Communicate technical matters which may be

complicated to staff, customers and other audiences in an understandable

manner.

Act as a liaison with partnership organisations

and with suppliers of clinical and business systems.

Develop and maintain relationships with staff in

other parts of the organisation and with other associated organisations.

Promote the DOTS offer to customers through a

variety of methods including webinars, briefings, bulletins and practice

visits.

Maintain a professional, approachable, helpful

and friendly attitude at all times, setting the standard for customer service

within the team.

Report any security breaches or incidents in

accordance with the organisations incident reporting policies.

Lead the collection, analysis and subsequent

resourcing of Training Needs Analysis (TNA) activity across the contracted

customer base.

Analyse service desk, incident and training data

to identify themes, target optimisation activity and inform contract reporting.

Undertake resource and capacity analysis for the

DOTS team, modelling the effect of contract changes, demand and absence on

service delivery.

Analyse systems and information to identify and

resolve a wide range of problems in relation to clinical and non-clinical

applications.

Investigate and resolve escalated application

issues where resolution requires judgement across conflicting information,

cross-team working or supplier liaison.

Act as a technical point of contact for Clinical

Safety incidents, working with the Clinical Safety Officer and 2nd/3rd Line

Teams, ensuring resolution within agreed service levels and minimising the

impact on patient care.

Ensure incidents logged with the IT Service Desk

relating to DOTS supported applications are responded to and resolved within

the agreed timescales.

Be aware of current Disaster Recovery and

Business Continuity Plans, escalation points, and personal responsibilities

within them.

Exercise particular care over any enhanced level

of security access the post holder may have to IT infrastructure or systems,

not disclosing authentication or security information to any other party

(internal or external).

and Organisational Skills

Plan, prioritise and organise the DOTS team

workload across multiple customers and concurrent pieces of work.

Plan and manage the training calendar and

delivery schedule, ensuring commitments within the contract schedule are met.

Manage project and optimisation work allocated

to the DOTS team, including go-lives, migrations, upgrades and rollouts.

Responsible for the accuracy and upkeep of the

DOTS Planner / Kanban board and associated workload management tools.

Plan tasks and activities that may require

adjustments to priorities due to a varying workload and interruptions.

Ensure daily administration tasks are undertaken

in a timely and appropriate manner to maintain service levels and allow for

accurate reporting.

Establish and maintain accurate and up-to-date

documentation, ensuring records are available as and when required.

Keyboard skills and experience of using a range

of software are required, with a high level of accuracy and speed where there

are narrow margins for error in the manipulation of critical data and

information.

Travel to customer sites and meetings as and

when required to undertake the role.

and Service Development Implementation

Develop, implement and maintain standard

operating procedures, standards and guidance for the DOTS service, ensuring

these are understood and followed by the team.

Contribute to and follow organisational

policies, and implement policies in relation to IT and digital systems.

Propose and implement changes to working

practices within the DOTS service, and contribute to wider service development

where DOTS is affected.

Support the development of clear documentation

for use by other members of staff and by customers.

N3i deliver high quality, responsive IT support and digital

services to the NHS and other health and care providers.

We are supported by our award winning parent company, City

Health Care Partnership CIC (CHCP).

days a week

from Home (WFH)

bank holidays

To learn more about N3i, visit https://www.n3i.co.uk/careers

Experience

Communication

Personal Circumstances

Qualifications

Desirable: - Recognised management or leadership qualification (e.g. ILM Level 5) or equivalent experience of leading a team

Knowledge

Personal Attributes

Desirable: - Negotiating, networking and persuasive skills