IT Service Owner

The IT Service Owner will manage the day-to-day technology operations (the "run") of multiple Care Services products within specific product categories, this could be a combination of application, SaaS and infrastructure products. The IT Service Owner will be responsible for the operational relationship with vendors in their product category leading on issue resolution as well ensuring vendor compliance with Bupa's Enterprise and contractual commitments against Bupa's security schedules. The role will own any product issues through to completion, co-ordinating supporting technical resources from internal and external suppliers with a focus on end user communication and communication into the wider business. The IT Service Owner will be line managed by the Technology Operations Manager but will have a close alignment with the Technology Product Manager responsible for the portfolio of products. ITSO will be expected to participate in end user engagement, this will involve attending Care Homes/Richmond Villages, carrying out Technology Knowledge Surgeries and collect user feedback. They will assist the IT Technology Product Manager and IT Operations Manager in planning, organising and coordinating functions relating to the operation of the application, SaaS and infrastructure products, will consult on service introduction for new products, features or other changes and will provide recommendations and suggestions for improvements in any aspects relating to increased performance. They will be expected to make every effort to understand the business in which our technology serves and know the role each piece of technology in their portfolio plays in business operations How you'll help us make health happen:

• Gathering feedback from the business on service performance and establishing performance improvement plans for specific products or overarching service delivery, delivering regular service reviews with key stakeholders
• Manage operational relationships with third-party vendors across the Care Services portfolio, ensuring SLA delivery, compliance with contractual, enterprise and security standards, and effective incident resolution with clear stakeholder communication.
• Support the onboarding of new products into the portfolio and lead on the introduction of new services
• Work closely with the Care Systems Support team and Service Desk to ensure seamless end to end service for end users. Working collaboratively on service improvement opportunities
• Attend Care Homes and Richmond Villages and carry out Knowledge surgeries, engage with user base, collect feedback and gain a greater understanding of the unique challenges our userbase have with technology.
• Conduit and escalation point between the business and internal / external service providers in incident and security management, including complying with and supporting activity for the CQC and other regulators
• Management of the Configuration Management Database (CMDB) - population, creation of service map, understanding application / infrastructure interdependencies
• Run daily jobs / routines / activities etc. required to keep applications in the portfolio running effectively
• Working with BISO and security teams to ensure Care Services technology products and infrastructure, and associated run and change activities, are secure and compliant with Enterprise Policy
• Proactively identify and manage service incidents. Identify trends as part of Problem Management activity.
• Identify and implement options for service automation both locally and with central technology teams including BCC
• Undertake regular technology business continuity tests in conjunction with the business
• Identify, Implement and work in coalition with other team around Continuous improvement opportunities at product and service level
• Technical testing of new releases of existing products in the portfolio and new products
• Release management and executing associated internal governance for change management. Development of roll-back plans.
• Support with introducing new services and the associated documentation for new products
• General SAAS application support services, configurations, installations, and troubleshooting.
  
  Effective vendor management skills
• ITIL Practitioner
• Understanding of Technology Contract details/SLA
• Excellent problem-solving skills, judgement, high EQ, and interpersonal skills.
• Ability to translate and communicate Technical concepts to Business Stakeholders
• Able to hold to account senior leaders who have responsibility for day-to-day decisions and implementation of initiatives.
• Strong collaboration and influencing skills.
• Adaptability and staying current with technology trends.
• IT infrastructure and Application support
• Change management and management of a change log
• Familiarity with monitoring tools, security protocols and incident response
• Ability to collaborate with cross-functional teams.
• Knowledge in continuous improvement approaches and methods
• Highly results oriented and focused on adding value to Bupa.
• Clear approach to decision making.
• Proficient in risk management.
Desirable:
• Experience of working in Care, Healthcare & Technology Services at a mid-level.
• Experience in Adult Social Care / Care Services is an advantage.
• Experience of technical skills e.g. Cloud, API, Infrastructure, Automation/AI
  
  Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts
Why Bupa? We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. Time Type: Full time