Clinical Systems User Support Team Manager (INTERNAL)

NHS

  • Hereford
  • £47,810-54,710 per year
  • Permanent
  • Full-time
  • 19 days ago
We are seeking an experienced and proactive individual to act up as CSG User Support Manager for a period of 6 months, to cover a vacancy created by a secondment.The post holder will manage the user support service provision for in in-scope digital systems in use in WVT and will lead the user support team providing it to meet the needs of the organisation.This includes organising user support rotas including the out of hours service and managing out of hours administration.Main duties of the job
  • Day-to-day management ofCall Management Systems (Sostenuto) and Single Point of Contact (SPOC) optimisation
  • Management of 24/7 service operations, including theCSC Out-of-Hours Service.
  • Line management User Support team supporting their performance and development.
  • KPI reporting and optimisation
This activity is primarily focussed on the EPR, EPMA and EMIS clinical systems but will extend over time to other clinical systems and non-clinical systems.The post holder will need to become a rapid expert in these systems and assist in implementing ongoing project work and the development and updates of the existing systems eg: Single Point of Contact/Sunrise.About usAbout usWye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire University NHS FT, George Eliot Hospital NHS Trust and Worcestershire Acute NHS Hospitals Trust.Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care wed want for our family and friends.More than 3,000 people work for the Trust they tell us its a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time.DetailsDate posted15 August 2025Pay schemeAgenda for changeBandBand 7Salary£47,810 to £54,710 a year Pro rata, per annumContractSecondmentWorking patternFull-timeReference number229-COR-7351787Job locationsFranklin Barnes3 Commercial RdHerefordHR1 2AZJob descriptionJob responsibilitiesTo view role requirements and role responsibilities in full, please view supporting documents linked to this vacancy. Job descriptionJob responsibilitiesTo view role requirements and role responsibilities in full, please view supporting documents linked to this vacancy.Person SpecificationSkills, Knowledge & AbilitiesEssential
  • Strong understanding of service support operations and escalation processes.
  • Ability to work closely with other teams
  • Understanding NHS policies and Strategies, including DP & IG Toolkit
  • Able to manage own time and workload effectively and meet agreed deadlines
QualificationsEssential
  • Degree level education in IT or similar and/or equivalent experience
  • Experience in supporting digital programme/change
  • IT Service Management Qualification (ITIL) or equivalent experience
  • Working knowledge early life support following project implementation
  • Proven NHS environment experience
Desirable
  • Understanding project management or working towards a qualification
ExperienceEssential
  • Supervising and managing others
  • Experience working in a Support Services environment
  • Experience working with Out of Hours support groups
Personal AttributesEssential
  • Flexible approach and openness and readiness to adapt to change
  • Can demonstrate initiative, creativity, flexibility and a personal ethos for continuous improvement
  • Self motivated
Person SpecificationSkills, Knowledge & AbilitiesEssential
  • Strong understanding of service support operations and escalation processes.
  • Ability to work closely with other teams
  • Understanding NHS policies and Strategies, including DP & IG Toolkit
  • Able to manage own time and workload effectively and meet agreed deadlines
QualificationsEssential
  • Degree level education in IT or similar and/or equivalent experience
  • Experience in supporting digital programme/change
  • IT Service Management Qualification (ITIL) or equivalent experience
  • Working knowledge early life support following project implementation
  • Proven NHS environment experience
Desirable
  • Understanding project management or working towards a qualification
ExperienceEssential
  • Supervising and managing others
  • Experience working in a Support Services environment
  • Experience working with Out of Hours support groups
Personal AttributesEssential
  • Flexible approach and openness and readiness to adapt to change
  • Can demonstrate initiative, creativity, flexibility and a personal ethos for continuous improvement
  • Self motivated

NHS