MEDICINES AND HEALTHCARE PRODUCTS REGULATORY AGENCY
Job Description and Person Specification
JOB TITLE: Service Manager
PAY BAND AND SALARY: SEO
LOCATION:
London, Victoria
HOURS:
37 per week (excluding lunch break)
CONTRACT TYPE:
Full Time
ACCOUNTABLE TO: Stuart Beauchamp
Background:
The Medicines and Healthcare Products Regulatory Agency (MHRA) enhances and improves
the health of millions of people every day through the effective regulation of medicines and
medical devices, underpinned by science and research.
Information Management Division is delivering an exciting transformation agenda, and are
changing the approach to information management and technology delivery, by putting the
needs of our users first and with a strong focus on delivery. We are an ambitious team
determined to reduce our costs, replace legacy systems and processes using modern
approaches and technologies to support the wider transformation of the MHRA’s business.
Our delivery model will take advantage of digital technologies and control design of solutions
by becoming the systems integrator. We will manage multiple suppliers using centrally
provisioned frameworks, and adopt a cloud first strategy. We will combine the best of
information management, data, technology and digital practices to retire legacy systems and
deliver new solutions.
Purpose of the role:
The Service and Commercial Management role within IT IMD represents all IT services
provided to the MHRA and is responsible for all service support and service delivery actions
taken to ensure they meet MHRA business needs and IT requirements. The role will be
working with both internal governance and control teams as well as commercial management
teams.
Key responsibilities:
1.
Work autonomously to enable and champion an IT service culture within MHRA.
2.
Actively work to develop and strengthen ITSM-based management processes and
controls to ensure quality is maintained to meet business requirements.
3.
Manage and oversee a complex multi-supplier management environment, including an
offshore, near-shore and onshore supplier mix.
4.
Champion and promote service improvements on an ongoing basis to continually
improve quality and customer satisfaction with IT services.
5.
Service performance management – Ensure SLA’s and KPI’s are up to date, relevant
and reflect business needs. Ensure suppliers are meeting or exceeding performance
targets. Set realistic supplier goals that are representative of the supplier relationship.
6.
Relationship management – ensure there is an ongoing commitment to ensure strategic
alliances are realised and taken advantage of.
7.
Risk management – Mitigate supplier risks. Develop and implement strategies to
minimise risks. Ensure all risks are realised and tracked in the risk register.
8.
Assist in the creation and maintenance of the catalogue description of existing services
offered by MHRA.
9.
Ensure transparency of service management practices to IT IMD governance boards.
Provide material for senior governance boards covering service management activities
and initiatives.
Candidates will be assessed against the Civil Service competencies and the GDS Digital and
Technology Skills framework.
A. Digital and Technology Skills:
MHRA Information Management Division contributed to the Alpha version of the GDS digital
and technology skills framework. We will adopt the framework for our service design and skills
development. Full details are available at www.gov.uk/guidance/digital-and-technology-skills
Service management
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( Full Description )
Managing the development and delivery of an effective user-focused digital service
Analysing and acting upon user data to design and continually improve services to
effectively meet user needs.
Having the digital and technical literacy needed to work with technical staff and
suppliers to define the best system and platform configurations for achieving business
and user objectives.
Ensuring that service design is considered with every iteration of a digital service
Building good working relationships with internal and external stakeholders, such as
other departments, suppliers, and senior leaders
Representing the service positively to gain the support of stakeholders
Knowledge of how and when to use these resources so that services and information
are genuinely user centered
B. Civil Services Competencies:
Setting Direction
Changing and Improving
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Regularly review procedures or systems with teams to identify improvements and
simplify processes and decision making
Be willing to meet the challenges of difficult or complex changes, encouraging and
supporting others to do the same
Engaging People
Collaborating and Partnering
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Establish relationships with a range of stakeholders to support delivery of business
outcomes.
Readily share resources to support higher priority work, showing pragmatism and
support for the shared goals of the organization.
Delivering Results
Achieving Commercial Outcomes
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Consider, in consultation with commercial experts, alternative ways of working with
partners and contractors to identify more efficient outcomes, balancing cost, quality and
turn around times.
Gather and use evidence to assess the costs, benefits and risks of a wide range of
delivery options when making commercial decisions.
Desirable Qualifications:
Ideally ITIL v3 certified. Degree or post graduate qualification in a computing discipline, or
business administration and/or a minimum of 3 years’ experience performing in a business
functional area or computing related discipline. Working knowledge and/or certified in Agile
and Prince 2 methodologies. CIPS certification/knowledge an advantage.
MHRA values:
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Innovative
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Proactive
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Impartial
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Evidence-based
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Open
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Trustworthy