Telecoms Services Manager, Grade VII - Dublin, Ireland - Tallaght University Hospital

Description

Job Title: Telecoms Services Manager, Grade VII
Reference No:
Department / Directorate: ICT Directorate
Reports to: Service Desk Manager

Tallaght University Hospital (TUH) is an exciting and dynamic place to work. The team at the Hospital are in the midst of implementing a new hospital that has already delivered on the opening of a new renal unit, day surgery centre, step down facility in the community and the start of building works on a new ICU extension. It is an exciting time to join the TUH team and one of Ireland's main teaching hospitals with so many plans to enhance patient care. The Hospital believes in investing in their team and offers excellent education and research opportunities.

TUH is one of Ireland's largest acute teaching hospitals, adult, psychiatric and age-related healthcare on one site. The Hospital has 450 adult beds with over 4,000 people on staff and more than 50 different nationalities represented. The Hospital is a provider of local, regional and national specialties. It is also a national urology centre, the second largest provider of dialysis services in the country, a regional orthopaedic trauma centre and a designated trauma unit.

TUH is one of the two main academic teaching hospitals of Trinity College Dublin - specialising in the training and professional development of staff in areas such as medicine nursing, health and social care professionals, emergency medicine and surgery, amongst many others. TUH is part of the Dublin Midlands Hospital Group which serves a population of over 1.2 million across seven counties.

TUH Vision and Values
The vision of the Hospital is "People Caring for People to Live Better Lives" through excellent health outcomes supported by evidenced based practice, positive patient and staff experience in an empowering and caring environment. A culture of innovation and quality improvement in everything we do.
Our TUH CARE values – for patients, their families, our community and staff are:

C ollaborate – together and with our academic and care partners

A chieve – our goals, positive outcomes and wellbeing

R espect – for patients, each other and our environment

E quity – for patients and staff

At TUH we view our staff as our most valuable asset and every member of the Team is valued equally. We recognise that a skilled, satisfied and motivated workforce is a prerequisite to high quality care.

purpose of the role:
The Telecoms Services Manager Grade VII will develop effective and credible working relationships within the directorates and departments across the hospital that positively influence patient and staff experience.

overview of role:
Key Duties and Responsibilities
GENERAL ACCOUNTABILITY
The person chosen will:

• Maintain throughout the Hospital awareness of the primacy of the patient in relation to all Hospital activities.

• Demonstrate behavior consistent with the Values of the Hospital.

• Report to the ICT Services Desk Manager or designated deputy.

SPECIFIC ACCOUNTABILITY
Service
The chosen candidate will be responsible for:

Telecoms Services throughout the hospital.

Unified Clinical Communications system.

The operation of reception and switch services.

The hospitals major emergency broadcast system Oscar including updates to include organizing and facilitating necessary training programs.

Relevant projects.

• Produce KPI reports.

• Provide advice and support to service users and coordinating requests on behalf of service users with colleagues and external companies.

• Provide support to Service Desk Manager, performing service analysis and providing service statistics for management reporting, call management, asset management

• Communicate effectively with service users, and within reception and switch teams as appropriate.

• Maintain service user relationships, and general communication with service users.

• Maintenance and ongoing asset management of telecoms equipment utilizing the Service Desk's Service Management

• Monitor delivery performance against agreed service levels for internal telecoms department functions, and external service providers providing Gap analysis where required.

• Responsible for providing diagnosis of technical problems, and resolution where possible

• Assist with daily supervision, staffing and operation of the telecoms department

• Act as escalation point for telecoms service operations as required

•

• Work with the ICT Service Desk Manager to ensure deliverables are completed on time

• Review trend analysis and metrics of the telecoms department activity

Assist in the management Telecoms department as the central point of contact for all service requests, ensuring that all requests are logged, dealt with in a timely & effective manner and in line with agreed levels of service.

KEY RESPONSIBILITIES
Leadership:

• Maintain an awareness of emerging technologies, architectures, service models and products

• Develop and manage relationships internally within the telecoms department, the overall Hospital and external bodies, vendors as necessary

• Take an active and leading role in change management and reform

• Liaise with regulatory bodies (e.g. HIQA) re standards, guidelines, etc. as required.
Service Delivery:

• Participate in procurements for relevant software and technologies where appropriate

• Process financial transactions

• Budgetary management (as required)

• Manage and oversee staff

Research:

• Research and develop those areas that will both improve the quality of service provision and reduce costs (as required)

• Provide support to other research projects that rely on the use of telecoms.

Training:

• Fulfilling responsibilities for all mandatory and hospital mandated training (e.g. health and safety).
Communication:

• Provide briefings to telephony and Hospital staff as required

• Liaise with staff regularly, sharing experience and skills as appropriate.
Policy and Information:

• Work with the ICT Senior Management Team to deploy best practice ICT policies, procedures, processes and process frameworks.
Risk Management:

• Contribute to a quality patient safety and risk culture
Representation

• Work on external, national and Hospital group initiatives for the betterment of the hospital in general as required or as nominated by the Hospital.
Partnership working:

• Work on quality reviews, performance management, etc.

• Significant input into liaison and management of work programme to deliver business systems

Qualifications & Experience required
Must have:

• A minimum of 5 years' experience in telecoms service delivery at a senior level

• Educated to 3rd level or equivalent relevant professional experience.

• Possess excellent customer service skills.

• Demonstrate at all times a professional manner and patience, while interfacing with the customer.

• Demonstrate at all times attentive listening skills

• Experience with troubleshooting telecoms hardware and software.

Fluent command and understanding of the English language to include spoken and written word.

Desirable:

• Experience of partnership working and relationship building with managers, stakeholder groups and partner organisations.

• Demonstrate a track record in the provision of senior telecoms Services

• Demonstrate a broad and in-depth telecom focused ICT knowledge underpinned by experience

• Demonstrate at all times a professional manner and patience, while interfacing with the customer.

• Telecoms industry certification

Experience in the Health Sector environment telecoms

Reward & Recognition

Remuneration is in accordance with the Department of Health Consolidated Salary Scales, grade code 0582

The appointment is full time, permanent and pensionable

The annual leave entitlement is 30 working days per year. The leave year runs from 1st April to the 31st of March each year

Normal working hours are 35 worked over 7 days. Your contracted hours of work are liable to change between the hours of 8 am to 8 pm over 7 days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement