Job overview

We have an exciting opportunity for a Problem Manager (secondment), Band 7 role within the IT Service Management team. Both GSTT and KCH staff can apply.

Main duties of the job

Investigate critical or complex Problems and issues though analysis of highly complex situations and to investigate root cause. Compare and propose solutions and through matrix management of IT human resources and co-ordinate support teams to implement

Initiate Problem Investigations and Root Cause Analysis (RCA) in conjunction with other process managers (Change, Incident, Transition etc.)

Analyse and implement Problem Processes to improve any negative trends in incident management

Produce Known Errors and maintain a (KEDB) (Known Error Database) recording where the root cause is known but a permanent solution does not exist or is not yet implemented and produce stats and data in terms of trend analysis to identify potential problems

Working for our organisation

Guy’s and St Thomas’ NHS Foundation Trust (GSTT) and King’s College Hospital NHS Foundation Trust (KCH) are two of London’s largest and busiest teaching hospitals, with a long and proud history, international reputations for their speciality services, teaching and research excellence, and a strong profile of local services to local residents in south-east London. Together the Trusts have an annual turnover of nearly £3bn and employ around 30,000 staff, with main GSTT sites at St Thomas’ Hospital and Guy’s Hospital, and main KCH sites at King’s College Hospital, Denmark Hill, the Princess Royal University Hospital, Bromley and Orpington Hospital.

The two Trusts share a Chief Digital Information Officer (CDIO) and a vision for digital services that are lean and agile, that maximise the benefits of a shared service operating model and deliver the digital ambition for both Trusts. This ambition is supported by a forward-looking and strategic approach, with significant investment in the Electronic Health Record (EHR) across both Trusts to transform the way technology and data is used across our services. EHR increases the care provided at home, builds our focus on wellness and prevention, and engages patients as partners in their care.

Detailed job description and main responsibilities

ITIL is a Global industry framework for IT Service Management. It provides a systematic and professional framework for identifying, planning, delivery, managing and support IT Services to the business. An ITIL framework allows organisations to deliver appropriate services and continually ensure that these IT services are meeting business goals and delivering benefits.

The role of the Problem Manager is to be responsible for ensuring a professional service is provided to both IT and the business adhering to the best practice framework and guidelines of ITIL and DO by following and executing the Problem Process. Ensuring that IT Services are delivered, managed and maintained appropriately to ensure that IT is provided at the right time in the right volume at the right price, and ensuring that IT is used in the most efficient manner to support business demands. The Problem manager would also be expected to put forward suggestions for improving the Problem Process. The post holder role will lead on IT Problem Management issues and will be the Trusts Subject Matter Expert regarding IT Problem Management. The post holder would also be responsible for creating dashboard reports for senior management to highlight successes and trends.

DT&I Directorate, Clinical Programme Boards, Trust Senior Management (Clinical and Non-clinical), Human Resources, Communications Department, Finance and Suppliers.

Liaison with Duty Operations Manager and Head of Service Management & Assurance

a. Develop and understand the relationships and interdependencies between business critical services

b. Develop proactive relationships with the business units used to identify underlying issues before they become a major incident

Duties and Responsibilities

Design, implement and support a DT&I wide Problem Process and associated procedures. Use strong communication skills including negotiation with key stakeholders to ensure that senior managers both believe in and actively use and support the new process

Ensure the process is developed in line with existing processes such as Change Management, Incident Management and Transition

Develop strategic relationships with the Change & Release Manager to provide a fast-track resolution of problems requiring break-fix and emergency changes and the Transition Manager to ensure known errors and issues are logged prior to applications or solutions being transitioned into support

Investigate critical or complex Problems and issues though analysis of highly complex situations and to investigate root cause. Compare and propose solutions and through matrix management of IT human resources and co-ordinate support teams to implement

Initiate Problem Investigations and Root Cause Analysis (RCA) in conjunction with other process managers (Change, Incident, Transition etc.)

Produce Root Cause Analysis reports on behalf of the IT Director that can be shared with multiple audiences

Analyse and implement Problem Processes to improve any negative trends in incident management

Produce Known Errors and maintain a (KEDB) (Known Error Database) recording where the root cause is known but a permanent solution does not exist or is not yet implemented and produce stats and data in terms of trend analysis to identify potential problems

Propose and implement the strategic management of errors recorded in the KEDB adjusting plans to meet the needs of the wider organisation

Plan the delivery of new processes and procedures in alignment with the timescales agreed with Head of Service Management and Assurance and ensure new processes are maintained to a very high level

Through organisation and planning the Problem Manager will be responsible for continual service improvement

As the Subject Matter Expert use their high level of expertise to develop, plan, co-ordinate and deliver training sessions and supporting material to improve problem management within the directorate

Make good use of financial resources through the Identification and sponsorship of any new technologies / processes which will improve the efficiency of the Trusts Problem Management process and toolsets

Chair boards and committees as required to manage routine problem management, proactive problem investigation and RC

Develop a suit of reports to communicate the following to technical and non-technical Trust management and use their expertise to liaise with key stakeholders in a positive and diplomatic way:

Problem record tracking and updating

Problem dashboards

Known Error tracking and updating

Trend analysis

RCA’s

Cost benefit of proactive problem management

Required skills:

Creative problem solving – following an issue through to its logical conclusion and escalating where necessary

Experience of Halo IT Service Management suite

Ability to work independently as well as being part of a team

Adaptable enthusiastic quick learner

Enthusiastic, flexible, career driven and responsible

Writing skills – maintaining accurate documentation and technical authorship of complex documents

Confident communicator with excellent organisational skills in an IT focused Hospital Support Uni

Be able to manage appropriate resources during periods of high impact serious incidents across the entire range of teams within DT&i.

Willing to undertake specific duties or special projects (e.g. Advisory on new systems where the system or service is not directly related to the individual’s area of expertise).

Support the IT Service Management & Assurance team when requested to do so.

Establish and maintain strong links with IT 3rd party suppliers

Develop, implement and maintain close working relationships with the other Internal IT ITIL process and service owners.

Respond appropriately to any formal escalation either face-to-face, by e-mail or telephone. Ensuring that all issues are resolved in a timely and professional way.

Person specification

Previous Experience

Essential criteria

Experience in the use of standard problem solving Risk Analysis and Cause & Effect methodology e.g. Kepner Tregoe, SWOT, Ishikawa.

Desirable criteria

Experienced in attending and managing Serious IT Incidents and recording timelines, actions etc. for RCA’s

Skills/Knowledge/ Ability

Essential criteria

Confident communicator with excellent written and verbal communication skills – can explain complex problems in a clear and concise manner, including technical issues.

Desirable criteria

Good working knowledge of training IT staff in the benefits and processes around Problem Management.

Additional Information

Essential criteria

Flexibility is essential as out of hours work may necessary to support the needs of the business

Desirable criteria

The Trust IT department has an On Call system that the successful candidate may be asked to join

Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.

Flexible working

We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process.

Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on the UK Government website.

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