Digital Support Services Manager
Job summary
As Digital Support Services Manager, you will lead the Business Analysis and Digital Learning functions that help turn digital ambitions into practical, sustainable improvements for colleagues and services.
You will work across Digital & Data and with clinical and operational teams to understand needs, shape proposals for change and ensure new and existing digital services are supported by clear requirements, effective learning and measurable benefits. You will bring together strategic thinking and operational insight, helping the Trust make informed decisions about how technology can improve services and ways of working.
This is a senior leadership role with significant autonomy and influence. You will lead and develop specialist teams, manage competing priorities and provide expert advice on business analysis, benefits, process improvement and digital learning. You will also build strong relationships across the organisation, ensuring that digital change is well designed, understood and successfully adopted.
This role may be eligible for sponsorship under the UK Visas & Immigration (UKVI) Skilled Worker route. However, sponsorship can only be provided where applicants meet the specific requirements, therefore, we recommend that you assess your eligibility before applying for this position. Visit https://www.gov.uk/skilled-worker-visa
Main duties of the job
The postholder will lead and develop the Trust's Business Analysis and Digital Learning functions, creating a supportive environment in which specialist teams can deliver high-quality work. You will oversee demand for business analysis, digital learning and user guidance, ensuring work is prioritised and aligned with Trust and Digital & Data priorities.
In addition, you will work with colleagues across clinical, operational and corporate services to understand challenges, define requirements and develop well-evidenced proposals for change.
You are expected to provide specialist advice on business cases, process improvement, requirements management and benefits realisation and lead the development of digital learning and adoption approaches that help colleagues use technology effectively and confidently.
The individual appointed to the role will support the transition of digital developments from projects into day-to-day use, ensuring appropriate learning, guidance and engagement are in place and analyse complex information, assess options and make clear recommendations to senior leaders You will build effective relationships with a wide range of stakeholders, using strong facilitation, influencing and communication skills to reach agreement, monitor performance, resources, risks and benefits, providing assurance that agreed outcomes are being delivered.
Additionally, manage and develop staff, setting clear priorities and supporting professional development across the service.
About us
We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby. From education and prevention, to crisis and specialist care --our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for. We nurture the recovery journey of anyone in need of our help.
In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health. We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.
We won't rest until everyone in our region has the mental health care they need, to lead their best possible life.
Job responsibilities
At TEWV, Digital Support Services plays a key role in helping colleagues get the best from technology, supporting digital transformation, service improvement and workforce development across the Trust. We are a collaborative, supportive and ambitious team that values curiosity, continuous learning and practical problem solving.
We take pride in building strong relationships with colleagues and delivering work that makes a meaningful difference to staff, services and the people who use them. We invest in our people, encourage innovation and provide opportunities to develop skills across business analysis, digital learning, Microsoft 365, change management and service improvement.
You'll join a team that combines high standards with a supportive and flexible approach to work, where ideas are welcomed, expertise is valued and colleagues are encouraged to grow and succeed. Applicants, please note that our Trust will support staff to work from home for up to 60% of their working week.
There will be an expectation to work with the team onsite at our base at Flatts Lane Centre, Middlesbrough on a weekly basis, as well as frequent travel to customer sites for face-to-face meetings and workshops as required. Interviews will be held in person at Flatts Lane Centre, Middlesbrough. As Digital Support Services Manager, you will: Lead and develop the Trust's Business Analysis and Digital Learning functions.
Provide leadership and direction for digital adoption, service improvement and change initiatives across the organisation. Work with clinical, operational and corporate services to understand needs, shape solutions and support successful delivery of digital change. Oversee business analysis, requirements management, process improvement and benefits realisation activities.
Ensure digital services are supported by effective learning, guidance and adoption approaches that help colleagues get the best from technology. Lead and develop specialist teams, supporting professional growth and high-quality delivery. Build strong relationships with stakeholders across the Trust and provide expert advice to support decision-making.
Contribute to the Trust's Digital & Data strategy by identifying opportunities to improve services, productivity and user experience. Due to the nature of the role it is essential that applicants are able to travel independently across the locality and have access to a suitable vehicle for business purposes. If necessary, adjustments can be considered in accordance with the Equality Act 2010.
Please refer to the full Job Description and Person Specification for a comprehensive outline of the role and responsibilities. This job advert may close early if a high volume of applications have been received. If interested, please apply for this post as soon as possible.
Person Specification
Qualifications · Essential
Educated to masters level in a relevant subject Evidence of training in programme or project management principles and techniques
Knowledge · Essential
Has understanding of nationally recognised project management systems.
Understanding of the political and managerial context of the NHS and drivers of reform and change within the NHS Understands coaching tools and how to manage and influence both directly managed staff, peers and more senior staff Understands own strengths and weaknesses and able to seek advice/support appropriately accordingly An understanding of the benefits of using information and technology services and the professional management of such services.
Wide knowledge of the issues associated with providing professional information technology service management, including governance, procurement legislation, systems development stages, project management
Experience · Essential
Significant experience in leading major change initiatives Significant experience in developing and monitoring complex programme or project plans Significant experience in leading development of training materials and associated content Significant experience in engaging successfully with a range of stakeholders, including within own organisation, outside own organisation and including both service users / customers and staff Significant experience in using influencing and negotiation techniques Significant experience in producing written reports and relating to complex information and data (eg business cases) Significant experience inpresenting complex issues to senior management in order to trigger a decision Significant experience in managing budgets and resource allocation Proven experience in engaging successfully with a range of stakeholders to elicit requirements Use of appropriate communications and coaching techniques to motivate and inspire others to act Experience of participation in a project board or working group (or a similar body governing a change initiative
Desirable
Experience in using a quality improvement system Experience in line management, motivation and development of staff Experience inleading a change initiative which had to be re-planned after it had started, due to a change in the strategic environment, failure to realise benefits or similar Experience in developing and/or using Vision statements, Benefits profiles, Trajectories, Logic Maps Experience in the management of Customer Relations.
Skills · Essential
High level conceptual and strategic thinking Excellent presentation skills Change Management skills Able to analyse and assesses information from multiple sources some of which may be incomplete and conflicting to inform option appraisals / business cases, revising pathways and ways of working.
Ability to understand operational issues quickly and gain credibility with the people who will have to implement or use revised processes Able to analyse, understand and make reasoned judgements on complex information and uncertainties about future risk Confidence and ability to challenge senior managers appropriately regarding governance of the programme, escalating where required.
Able to develop options and clearly communicate the impact of different options on the timescales, costs and benefits realisation trajectories to key stakeholders.
Able to identify interdependencies and the potential impact of these The ability to specify and recommend the learning and guidance needed for new and upcoming technologies to enhance the Trusts use of IT systems Ability to grasp high level concepts and relate to operational detail Able to use of appropriate communications and coaching techniques to motivate and inspire others to act Excellent facilitation, influencing and negotiating skills.
Ability to work under pressure and meet deadlines. Good understanding how service redesign can deliver significant benefits within the NHS. Able to communicate successfully with a wide range of stakeholders both verbally and in writing. Proficient in use of standard IT packages e.g. Microsoft Office Standard keyboard skills
Desirable
Workshop design and facilitation skills Chairing skills Quantitative data analysis skills
Personal Attributes · Essential
Able to work in accordance with the Staff Compact and Trust Values and Behaviours Personal resilience Committed to promoting a positive image of people with mental health conditions or learning disabilities Committed to promoting a positive image of the Programme, and the Trust / NHS as a whole
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) . From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .
