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Head of IT and Change

Posted on Jun 14, 2019 by CV-Library

West Yorkshire, United Kingdom
Wholesale Trade
Immediate Start
Annual Salary
Full-Time
Head of IT and Change, PCSE, Government Services , Leeds, Blackburn or Preston

Outline Role Description

Capita Primary Care Services England (PCSE) provide services to primary care providers under the stewardship of NHS England. The services provided are: Cervical Screening, GP Payment and Pensions, Medical Records Management, National Performers List, Payments to Opticians, Supplies and Logistics and Market Entry (Pharmacies), Registrations and Contact Centre.

These service lines are currently being delivered using a mixture of legacy and new technology, with a programme of service changes currently in progress to deliver transformed, customer-centric services to Primary Care Contractors. Capita Primary Care Services England (PCSE) is currently undertaking a significant programme of IT enabled business transformation, working with our partners Capita IT Services, Mastek, NHS Digital. Capita CIC and Citysprint.

The programme involves implementation of a multiple MS Dynamics based CRM instances which separate financial and patient data. These instances utilise a number of shared components and interface with numerous third-party systems using MS Biztalk and there is a need to manage the portfolio of change of service improvements and of major transformational interventions to deliver step-changes in effectiveness, channel shift and efficiency. The tools and resources required to provide this are to be led by a specific support service, to increase the consistency and predictability of change..

The transformation programme has delivered the first of the three CRM instances providing supplies and records services. These services are live production services. The second CRM instance is planned to go live in 2019 with the Ophthalmic, market entry and performer list service lines, after which there will be a continued programme of change for circa 12 months. Until workstreams become transformed there is an ongoing reliance on a number of legacy IT systems.

This role is also tasked with developing the current capability to provide business architecture, business analyst, change management and programme management office services and leading these functions to deliver outcomes to the operational business. The services will interface with the IT service delivery and operational delivery teams to leverage shared business resources to implement business changes.

Responsibilities Overview

This role will report into the Support Services Director and have overall responsibility for the support and development of all PCSE IT systems, also maintaining the change function, including the following capabilities:

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Business Architecture

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Business Analysis

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Project Management

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Change Management and delivery

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Programme Management Office

These services are currently at a varied level of maturity and the remit is to develop these capabilities to a series of professional practices and run them to define and deliver the change roadmap – transformational, client-led change and service improvement.

The existing business analysis function will be further developed and supplemented with business and enterprise architecture capability to increase the quality and consistency of change interventions.

The PCSE service covers all of England and is run from sites in Leeds, Blackburn, Preston and Darlington. The end consumer of PCSE services are external – GP’s Optometrists and Pharmacists but the users of PCSE IT supported systems are internal PCSE operatives.

The application estate is a combination of legacy NHS systems and new, bespoke systems such as the MS Dynamics CRM. There are multiple interfaces between these systems and systems used by third party suppliers. The legacy NHAIS systems are support by NHSDigital but hosted by Capita ITS in Spring Park. Support for the transformed MS Dynamics CRM application is provided by third party partner Mastek using resources on site in Leeds and offshore in Mumbai. Mastek also provide BAU impact assessments and change, with larger changes being treated as chargeable projects.

End user services are a mixed estate of in house PCSE IT provision (service desk, on-site engineers) and services provided by Capita ITS – Capita Managed Workplace (CMW), LAN, WAN, Capita Managed Voice (MVS), Major incident support and service management. These services are provided through the ITS shared service centres and resource pools.

In addition to providing BAU services ITS are also integral to the delivery of the transformation programme, building and managing servers, both physical and virtual (Capita Private Cloud), as well as all network infrastructure. Data centre services are provided from Spring and Cody Park.

Management of third party provided services is a large part of this role, ensuring that service levels and reporting are provided in line with the contractual deliverables

Specific Responsibilities

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I.T.

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Overall responsibility for the provision of PCSE IT services provided directly or via third parties

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Management of all staff in the PCSE IT and Change teams on all sites. To include objective setting, communications and regular team meetings.

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Financial management of the IT service and cost centres including Monthly Performance Reporting

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Management of all third parties providing IT services (Mastek, ITS, NHSD etc) ensuring delivery to contracted service levels.

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Continuous service improvement initiatives within the IT service, especially focussing on operational efficiency and channel shift

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Proactive engagement with the PCSE business to promote best use of IT systems, instigate service improvement plans and deliver IT enabled innovation

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Ownership of data strategy, specifically that held within IT systems and it’s inter-operation. Working closely with the MI team to enable their reporting.

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Engagement with the NHSE customer on all IT related issues and chairing of monthly service review sessions

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Delivery of all IT related change including that delivered by third parties – both small BAU change and projects

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Overall ownership of service transition from the transformation programme into IT

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Maintenance of ITIL compliance across the service

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Working with IG and Infosec teams as necessary to meet audit requirements and GDPR

Change

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Lead the strategy, enterprise architecture and business analyst capability including recruitment, resource planning, objective setting, standards adoption and staff development activities.

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Lead the creation and running of a capability to deliver transformational service change in PCSE, delivering specific interventions and service changes as per the change roadmap.

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Lead the project management capability including resource planning, objective-setting, performance management, standards adoption and staff development activities.

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Lead the coordination of interventions to complete the design and deliver the Target Operating Model for PCSE for 2019, to realise synergies in the service lines and bring together service lines in logical functions to deliver benefits.

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Manage the portfolio of operational change by developing a short and medium-term change roadmap for 2019 and lead delivery management of this portfolio.

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Identify, design and deliver the service improvement changes to achieve business case objectives, performance gains and improved customer experiences.

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Deliver programme management office (PMO) support functions to the change teams (project managers) and provide portfolio reporting for operational and client changes.

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Own the design of the PCSE solution for transformational and service changes, coordinating inputs and dependencies as required to protect the integrity of the solution through state changes.

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Provide a consistent set of Enterprise architecture deliverables to define the services provided by operations and express impacts and risks of proposed changes using these tools.

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Establish and lead a PCSE Design Authority to govern changes to the PCSE business with associated risks identified and managed in conjunction with the service lines and support services.

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Develop the business analyst function to add value to the operational service lines and account by deepening an understanding of the service lines.

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Produces timely, cost effective and high-quality solutions to improve current processes, increasing customer satisfaction and/or operational performance.

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Lead the development of the change capability and own the change function to provide high quality change management capabilities to the PCSE business.

Disposition

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Good technical understanding of IT provision in a corporate environment

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Ability to develop and motivate a PCSE/Capita identity around the professional services provided

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Natural curiosity, constantly questioning and seeking to improve

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Confident and clear communicator both written and oral

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Logical thinker, able to walk through solutions step by step

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Ability to present ideas clearly to a non-technical audience at all levels within the organisation

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Highly self-motivated and ability to work under pressure with minimum supervision.

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Good leadership skills, ability to motivate and inspire others

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Keen attention to detail

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Commercial focus

Essential Experience/Skills

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Delivering IT in an enterprise scale environment using third parties

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Supplier management

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Experience of using offshore services

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Experience working with complex programmes of change involving multiple providers

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Operational experience working in an ITIL environment

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Financial understanding and experience of managing P&L’s

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Delivery of business architecture and strategy professional services to operational businesses

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Health sector experience – desirable not essential

Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership

Reference: 210232030