I am responsible for the management of NHS Blood and Transplant’s (NHSBT) IT systems and the provision of effective customer services. It’s a national role with flexibility to travel and autonomy to make a difference. My team bridges the gap between IT and business.
When I joined, just over a year ago, I was given the remit to build a new Service Management function. I’m proud of its success. We have reduced unplanned downtime for core systems by 32% and increased service level adherence to 85%. There’s more to do – we want it to be over 90% - but it’s a great start.
I’m part of a really motivated team with engagement scores of 85%, which means we are all focused and work well together. I’m currently building a personal development plan and have been given access to lots of development opportunities.
"There’s a more modernised feel to NHSBT – and more to come. It’s not all about fancy car schemes, knowing you’re making a difference is much more rewarding."
The organisation is changing. There’s a healthy focus on performance and a keen eye on customer service. Everybody is raising the bar from a personal leadership perspective and the culture is changing.
Before working at NHSBT, I spent 10 years at DHL Supply Chain working in IT in areas such as logistics, warehousing and transport.
The big difference from working in the private sector is that NHSBT is about being caring, focusing on quality and being the experts in business. It is not about making money.
What we bring in terms of service and products and what NHSBT does is much more fulfilling than making money. I get a good feeling when I get out of bed and go to work, I look forward to it.
What we do is much more fulfilling. I feel part of something special.