Job description

We are looking for an individual to be UCLH’s IT Service Delivery Analyst within the service management team. The IT Service Delivery Analyst will work directly with the Head of Service and Vendor Management, other members of the Senior Leadership Team (SLT), and our outsourced suppliers to ensure delivery and continuity of digital and technology services are provided across the Trust, 24/7, 365 days a year.

UCLH provides acute and specialist services to a diverse local population and to patients from across England and Wales. We balance the provision of nationally recognised specialist services with delivering high-quality acute services to our local population.

The successful applicant would work closely with the broader IT service management to ensure the delivery and continual improvement of digital and technology-related services and staff's personal development.

This would include reviewing and updating policies and procedures. The IT Service Delivery Analyst is responsible for proactively managing service provider by supplier to ensure delivery to agreed state Service Level Agreements (SLAs) and holding them to account in the event performance does not meet expectations. In addition the role has further responsibilities in quality by assuring and approving on-going changes to the systems infrastructure and services as well as owning and driving service policy, procedures and processes.

The Service Delivery Analyst would report to the Head of Service Delivery & Vendor Management. The role requires working closely with outsourced suppliers to ensure all IT Services are delivered seamlessly to all users across the Trust. The Key elements of this role include:
1. Develop and maintain All ITIL processes to ensure compliance and delivery of all processes, focusing on IT software licence, Hardware compliance, asset management, end-user catalogue management and standard and non-standard Request management process.
2. Develop and maintain an understanding of organisational goals, policies, culture and constraints relevant to ICT Service Delivery. Develop and maintain awareness of the Trust ICT environment, processes and issues, including Information Governance, security and change control.
3. Develop and maintain an awareness of ICT’s current industry developments and associated tools and technologies.
4. Contribute to the development of "business as usual" activities and ensure continuity of delivery of IT Services, promote and assure adherence to these standards.
5. Review existing reports or create new reports to analyse data to spot new trends.
6. Provide a holistic view based on qualitative and quantitative information on the service’s overall performance.

Why University College London Hospital NHS Foundation Trust?

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population.

We provide acute and specialist services, to people from the local area from throughout the United Kingdom and internationally.

We have around 9000 staff, with a turnover of over £900m. Ourvisionis to deliver top-quality patient care, excellent education and world-class research. We provide first-class acute and specialist services across seven hospitals:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing, the UCH Macmillan Cancer Centre, the Hospital for Tropical Diseases)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT (Ear, Nose & Throat) and Eastman Dental Hospitals
• University College Hospital Westmoreland Street
• Royal London Hospital for Integrated Medicine
• The Institute for Sports and Exercise Healt

As an organisation we are committed to attracting and retaining staff of the highest calibre, and the creation of the UCLH management training scheme is a key aspect of this strategy.

Our organisation values represent what we aim for as an organisation and will underpin our selection process: safety, kindness, teamwork and improving.safety kindness teamwork improving.

• The IT Service Delivery Analyst is responsible for proactively working with the service provider to deliver state Service Level Agreements (SLAs)
• Develop and maintain All ITIL processes to ensure compliance and delivery of all processes, focusing on IT software licence, Hardware compliance, asset management, end-user catalogue management and standard and non-standard Request management process.
• Review and maintain request management processes and workflows. Ensure each catalogue item has an optimised workflow, including the approval process.
• Review and Maintain all items within the service catalogue and ensure the life cycle management of each item on the catalogue is followed. Ensure all Catalogue items have clear descriptions, prices, and images.
• All changes made to the service catalogue must be tested and follow the release and deployment process.
• Maintain and create a service portfolio, and ensure this is communicated to all end users.
• Work with all suppliers to ensure all software products used by the Trust have the correct licence type purchased.
• Take part in annual licence agreement reviews to ensure the correct type of license is purchased.
• Review and update the software licence management process, and ensure the process is followed.
• Maintain The CMDB to ensure all hardware types are recorded in the CMDB with the minimum dataset.
• Review the hardware status for each hardware type and work with the suppliers to validate each device type's status to optimise hardware availability.
• Review the warranty end date for each device type and put forward a hardware refresh profile.
• Develop effective relationships with suppliers and customers, establishing confidence and respect in often-contentious pressurised situations
• Be the escalation point for all ICT Service related escalations on behalf of the Trust
• Supports the following communication activities: • Updates to the Services department intranet site, with updated information on where to find support.
• Support Service Delivery communications, and maintain communications via the Trust intranet and internet.
• Planned and unplanned maintenance outages of ICT systems and service
• Supporting the Head of Service and Vendor Manager with the ICT continuous service improvement framework.
• Provide a recognised centre of excellence to resolve any conflicts in relation to Service Delivery.
• Undertake necessary research and training to ensure that personal levels of technical expertise are maintained and developed.
• Document any Service operational Producdures (SOP)
• Direct resources effectively, monitor and manage activity, ensuring task completion on target and to appropriate standards. Deliver own tasks in line with standards
• Liaising with UCLH Finance Teams to ensure prompt raising of Purchase Orders and the payment of invoices for external ICT services provided to the Trust

Successful applicants will need to demonstrate the ability to identify issues affecting service delivery, to the Trust's needs and be aware of Managed IT Service provision. Service improvement and performance management are key activities for the team.

In addition, the role has further responsibilities in quality by assuring and providing input to ongoing changes to services and owning and driving service policy, procedures and processes. Above all, the IT Service Delivery Analyst must maintain a customer perspective of the service being provided.

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