IT Service Manager - Information Governance Programme

The UK Health Security Agency (UKHSA) has been set up to provide health security for the nation by protecting from infectious disease and external hazards. It will take action to mitigate threats to health before they materialise. UKHSA will be a trusted source of advice to government and to the public.

UKHSA is looking for a hard-working and enthusiastic Information and Data Governance Service Designer / Service Manager / Business Analyst to join its exciting transformation programme for 2023-24.

You will support with the service design for ServiceNow, as well as be the internal coordinator and champion for the organisation’s offering of services to the wider UKHSA community and to external customers.

Must be available to travel into Canary Wharf once a month.

• Own and manage end to end Service Management and any related service management documentation ( Service Management Plan, Service Catalogue, etc)
• Be the single point of contact for service escalations, ensuring that all service issues raised are appropriately managed, tracked and communicated
• Support the design, implementation and continual improvement of Information Governance services under the direction and support of the programme manager
• Ensure that appropriate relationships are built and maintained with Key Users and coordinate forums where appropriate with all resultant actions completed effectively
• Develop, agree and manage action plans in response to stakeholder feedback to ensure customer satisfaction with the quality of service provision
• Be the interface with IT with reference to the Service Management tool (ServiceNow) for any future developments or improvements to Services
• Ensure the profile and perception as a service organisation is enhanced with all stakeholders whether internal or external, by delivering a professional service
• Oversee and ensure business expectations are appropriately set, and are met, and take responsibility for corrective actions where non-conformance is identified
• Identify and input to improvements to service and customer experience as part of Continuous Service Improvement
• Work in a complex environment in which stakeholders’ views are diverse and challenging; the post holder will need to engage in negotiation and diplomacy
• Build key relationships with Service Owners to ensure that effective communication channels exist and there is a common understanding of priorities and expectations from both within the team and from its customers
• Act as subject matter expert for Service Management, providing knowledge and expertise to the team where appropriate and communicating priorities, objectives and key activities effectively
• Participate in the service review processes, when required by the Service Owners, to articulate specific service feedback, utilisation, issues and satisfaction

Essential Criteria

• Good knowledge of data protection
• Good knowledge of data governance standards
• Degree level education in a relevant subject, or equivalent level of experience
• Data security and protection qualification, such as GDPR-P, CIPP, CIPM etc.
• ITSM related certification e.g. ITIL, ServiceNow etc and Business Analysis related certification
• Experience designing and manging an Information Governance service
• Experience creating service workflows on MS Visio or similar too
• Experience leading of workshops for capturing requirements and understanding workflows
• Experience documenting requirements to industry standards
• Ability to positively influence and persuade others
• Excellent negotiation, influencing and problem resolution skills
• Serve as a role model by demonstrating a commitment to high performance standards, workplace diversity and driving results
• Acting at a level within the organisation as required by leadership; it is expected that the post holder will develop and maintain relationships with peers and stakeholders both internally and externally
• Experience of communicating information to business units, senior stakeholders and the wider customer community
• Experience of identifying new and alternative improved approaches to performing activities.

You will have a good level knowledge of data protection and privacy legislation, including the Data Protection Act and UK General Data Protection Regulation, and be aware of the guidance issued by the Information Commissioner’s Office. You will also have good knowledge of data governance standards as well as a good understanding of the different types of health information and data. You will have strong experience of designing and managing an Information Governance service.