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Business Operations Manager

The HSENationwide€71,077 - €85,726 per yearPermanentFull-time

Principal Duties and Responsibilities

The position of Grade VIII Business Operations Manager, eHealth encompasses managerial, planning and administrative responsibilities which include the following:


  • Ensure the efficient administration of area of responsibility
  • Appropriately delegate responsibility and authority
  • Execute assignments in accordance with agreed plans, budgets and deadlines
  • Ensure deadlines are met and that service levels are maintained
  • Prepare regular reports on the progress of work against the operational plan
  • Provide information to Senior Management in a timely manner
  • Advise management on best practice to ensure optimum use of resources
  • Advise, promote and participate in the implementation of best practice
  • Participate in and lead project working groups
  • To work with the other ICT units to ensure that ICT projects are delivered in a cohesive and planned manner.
  • Contribute to service plans for own area and implement service plan objectives within own area
  • Prepare clear, concise, accurate reports backed up by sufficient reliable documentary evidence
  • Prepare clear, logical, sufficiently documented files for each assignment
  • Ensure all general and financial records are readily available
  • Make appropriate use of technology to advance the quality and efficiency of service provision
  • Undertake special assignments as directed
  • Maintain a good understanding of internal and external factors that can affect service delivery including awareness of national and local issues that impact on own area
  • Maintain relationships with key stakeholders to gather support for new initiatives
  • Promote co-operation and working in harmony with other teams and disciplines
  • Deliver presentations to groups as required
  • Make decisions and solve problems in a timely manner and inform others of decisions that have implications for them, making sure team knows how to action them
  • Gather information from a variety of sources to ensure decisions are in line with local and national agreements
  • Ensure regular two-way communication happens between line management and senior management
  • Organise and attend meetings as required

Change Management

  • Promote and participate in the implementation of change
  • Proactively identify inequities / inefficiencies in service administration and implement solutions to improve service delivery, in line with legislation and benchmarking against best practice structures
  • Embrace change and adapt local work practices accordingly by finding practical ways to make policies work, ensuring team knows how to action changes
  • Encourage and support staff through change process

Human Resources / Supervision of Staff

  • Supervise and enable other team members to carry out their responsibilities
  • Review the conduct and completion of assignments of other staff in accordance with the operational plan and expected quality standards
  • Create and maintain a positive working environment among staff members, which contributes to maintaining and enhancing effective working relationships
  • Manage the performance of staff, dealing with underperformance in a timely and constructive manner
  • Identify and agree training and development needs of team and design plan to meet needs
  • Conduct regular staff meetings to keep staff informed and to hear views
  • Keep in touch with workloads of staff members to gauge levels of stress and morale in the team.
  • Collate monthly attendance report for HBS and Corporate employees.

Standards, regulations, policies, procedures & legislation

  • Contribute to the development of policies and procedures for own area
  • Effectively discharge the day to day operations, including compliance with HSE Financial regulations and all HSE policies and procedures
  • Assess and analyse compliance with National and EU legislative obligations, and national policies and procedures
  • Ensure accurate attention to detail and consistent adherence to procedures and current standards within area of responsibility
  • Maintain own knowledge of relevant policies, procedures, guidelines and practices to perform the role effectively and to ensure standards are met by own team
  • Maintain own knowledge of relevant regulations and legislation e.g. HSE Financial Regulations, Health & Safety legislation, Employment legislation, FOI, Data Protection and GDPR Legislation etc.
  • Pursue continuous professional development in order to develop management expertise and professional knowledge
  • Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc. and comply with associated HSE protocols for implementing and maintaining these standards.
  • Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.


The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.


Eligibility Criteria

Qualifications and/ or experience

Applicants must demonstrate all of the criteria listed below, as relevant to the role: 

·        Significant experience in the delivery of change in a complex ICT environment.

·        Significant experience of developing and implementing business processes and procedures.

·        Experience of managing and working collaboratively with multiple internal and external stakeholders.

·        Experience of managing and developing a team


A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.


Each candidate for and any person holding the office must be of good


Other requirements specific to the post

·        Access to appropriate transport to fulfil the requirements of the role as this post will involve travel.

·        Flexibility, as some out of hours working may be required.

Skills, competencies and/or knowledge

 Professional Knowledge & Experience


  • Significant knowledge and experience in the delivery and management of ICT Business Operations services
  • Evidence of strategic management skills including service planning, managing own work and that of others, delegating appropriately within the resources available

·        Strong planning and organisation skills including awareness of resource management, the importance of value for money and a commitment to achieving quality results

  • Knowledge of ICT Capital Programme

·        Exceptional interpersonal skills: the ability to build and maintain relationships with eHealth colleagues and internal and external stakeholders

·        A commitment to improve governance through greater standardisation of procedure, rules and plans.

  • Knowledge and understanding of HSE reform programme
  • Knowledge and understanding of vendor management

·        Demonstrates excellent ICT and report writing skills.

·        Experience of managing projects in multi organisational environment

·        Knowledge and understanding of HSE Policies and Procedures relative to eHealth

·        Excellent knowledge of Mobile Technology and emerging technologies

·        Excellent working knowledge of SAP Financials/SAP HR

·        Experience of HR support

Communication and Interpersonal Skills


  • Excellent communication and interpersonal skills with an ability to engage effectively with a wide range of stakeholders
  • The ability to present information clearly, concisely and confidently when speaking and in writing tailoring to meet the needs of the audience
  • The ability to build and maintain relationships with colleagues and other stakeholders to assist in performing the role

Team and Leadership Skills


  • Experience in managing and leading a team
  • Experience of working as part of a team with a mixed programme of work, and moving with ease between concurrent projects
  • The ability to work with multi-disciplinary team members and stakeholders to facilitate high performance, developing and achieving clear and realistic objectives
  • The ability to lead the team by example, coaching and supporting individuals as required
  • The ability to address performance issues as they arise
  • Flexibility and willingness to adapt, positively contributing to the implementation of change

Evaluating Information, Problem Solving & Decision Making


  • Effective problem-solving capacity in complex work environments
  • The ability to quickly grasp and understand complex issues and the impact on service delivery
  • The ability to gather and analyse information from relevant sources, weighing up a range of critical factors to develop solutions and make decisions as appropriate
  • The ability to make sound decisions with a well-reasoned rationale and to stand by these
  • A capacity to develop new proposals and put forward solutions to address problems in a timely manner

Planning and Organising Skills


  • The ability to implement and manage change and business processes
  • The ability to manage deadlines and effectively handle multiple tasks within a busy environment
  • Strong planning and organising skills including awareness of resource management and the importance of value for money
  • The ability to use computer technology effectively for the management and delivery of results
  • The ability to take responsibility and be accountable for the delivery of agreed objectives
  • A logical and pragmatic approach to workload, delivering the best possible results with the resources available

Commitment to providing a quality service


  • Evidence of incorporating the needs of the service user into service delivery
  • Evidence of proactively identifying areas for improvement and the development of practical solutions for their implementation
  • Evidence of practicing and promoting a strong focus on delivering high quality customer service for internal and external customers
  • A commitment to continuing professional development

The Salary scale for the post is: €71,077, €71,715, €74,520, €77,336, €80,130, €82,937, €85,726 (01.02.2022)

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