IT Service Management Consultant (ITIL)

The Client is looking for a candidate work with the in-house team to deliver the outcomes listed below so very much a doer role, it is outside IR35.

Must have experience of delivering the products listed

Must have experience of implementing ITIL Framework

Preferable if candidates have templates which they have previously used and which can be adapted for the hiring organisation

Mostly remote working, start asap, if required on site (1/2 days a month probably) location Huntingdon.

Service Level Management and SLA Development

Deliverable: Development of Service Level Agreements (SLAs), Organisation Level Agreements (OLAs) and Key Performance Indicators (KPIs) based on ITIL best practices.

Contents:

In discussion and agreement with IT Infrastructure Service Manager, Clinical Systems Operations Manager, IT Office Manager, Deputy Head of IT (Operations), CNIO and CCIO, define and document SLAs, OLAs and KPIs for the following:

• All infrastructure (operations) services, including applications, infrastructure and printing
• eTrack
• Top 20 Clinical systems supported by digital ( see below)
• Data Warehouse and Business Reporting services
• Services delivered to GP surgeries (this to include scope, cost and value to customer)

Metrics and Reporting Templates

Deliverable: Templates for ongoing reporting and tracking of ITIL metrics.

Contents:

In discussion and agreement with IT Infrastructure Service Manager, Clinical Systems Operations Manager, IT Office Manager, Deputy Head of IT (Operations), CCIO and CNIO create a set of templates enabling the clear and understandable reporting of:

• Incident and problem resolution reports
• Change success rates and failed change analysis
• Service level compliance reports
• Trend analysis by departments and platforms
• Customer satisfaction and feedback analysis

Service Catalogue Development

Deliverable: A structured service catalogue for the Trust s digital service offering.

Contents:

In discussion and agreement with IT Infrastructure Service Manager, Clinical Systems Operations Manager, IT Office Manager, Deputy Head of IT (Operations), CCIO and CNIO create definitive Service Catalogue, underpinned by Digital Contracts Register to contain:

• Comprehensive list of Top 100 digital services, based on operational criticality and clinical use
• Detailed service descriptions, dependencies, and ownership
• Access and request procedures
• Service levels and support details
• Escalation matrices and response timelines
• Incident reporting and trend analysis tools

Also to include a list of non-digital supported critical IT systems. This to be compiled in discussion with Digital Steering Group Business Leads from the Divisions and Information Asset Owners for each of the platforms.

Change Management Process and Governance Model

Deliverable: A structured digital change control process and governance model to reduce the risk of change-related incidents in digital services.

Contents:

In discussion and agreement with Change Manager, Health Information Systems chair and E-Track developments chair, propose documented solution for consolidated Change Advisory Board, documentation to include:

• Change request procedures and workflow (to include eTrack changes), mapped in Visio. Also to include process of notification to/agreement with EPRR.
• Change Advisory Board (CAB) guidelines and documentation
• Emergency change procedures
• Change evaluation and post-implementation review templates
• Forward schedule of change calendar
• Nomination of Change Manager

All the above deliverables and progress to achievement to be overseen by a Client Side Steering Group, consisting of CDIO, Head of Technology and other to be confirmed.