Occupations and Terms of Reference › IT manager
Universal terms of reference · POS-194 · version 1.0 · status: draft · next review 2027-10-27
IT manager
To run the day-to-day IT service, so that systems are available, users are supported, and changes are made safely.
Each part of this page links to the related trainings, competencies and policies. The links are the same for every facility, so an organisation can see at a glance what a role requires and what it is trained in.
Job description
Job summary. You run the IT service day to day. You manage the team, service availability, change control, supplier performance and user support.
Reports to: Chief information officer.
Leads or supervises: Systems, database, network and help desk teams.
What you do on a typical day
- Review service availability and incidents each day.
- Approve changes through change control.
- Manage IT suppliers and service levels.
- Support the team with complex problems.
- Report service performance each month.
Working conditions and demands
- On call for critical incidents.
- Balances change with availability.
- Works across all sites.
What good looks like
- Critical systems are available.
- Changes are made safely with records.
- Users are supported quickly.
Place in the organogram
Reporting line, from the top: see the organogram on the Occupations page. The lines above and below this role are listed in section 3.
1. Golden rules
These rules apply in every setting.
- Services are provided safely, on time and with no shortcuts that put patients or staff at risk.
- Supplies, equipment and systems are fit for purpose before use and are checked regularly.
- Money, stock and data are handled with integrity and recorded fully.
- Every incident or near miss is reported, and learning is shared.
- Staff are trained for their task before they work alone.
- Contractors and suppliers meet the same standards as staff.
- Concerns are raised and investigated without reprisal.
- Support functions are judged by how well they help clinical services deliver safe care.
2. Identification
| Item | Detail |
|---|---|
| Position code | POS-194 |
| ISCO-08 | 1330 (skill level 4) |
| ESCO | to map |
| Department | Information technology |
| Facility types | Hospital, Ambulatory, Transport, Medevac, Fitness, Aesthetic |
3. Reporting line and working relationships
Reports to: POS-010. Supervises: POS-195, POS-196, POS-197, POS-199.
| Works with | Nature of the relationship |
|---|---|
| Chief information officer | IT strategy and budget. |
| Data protection officer | Access and data protection. |
| Clinical informatics specialist | Clinical system changes. |
4. Key accountabilities
| Domain | Accountability | Evidence of delivery | Checked | Linked competencies | Linked trainings | Linked policies | Standards |
|---|---|---|---|---|---|---|---|
| Service | Runs the IT service to agreed levels. | Service levels met 95% or more | Monthly | C-01 · C-02 | T-08 | – | 2 |
| Change | Makes sure changes are approved and recorded. | No unrecorded changes | Monthly | C-01 | T-08 | – | 2 |
| Security | Keeps operations secure and access controlled. | Access reviews completed | Quarterly | C-03 | T-04 | POL-DATA | 2 |
5. Decision rights
| The post holder decides | Consults or escalates |
|---|---|
| Routine change approvals within policy | Changes that risk a critical clinical system (CIO) |
| Priority of support tasks | Security incidents with data at risk (CIO and data protection officer) |
6. Qualifications and experience
| ID | Qualification | Mandatory | Validity |
|---|---|---|---|
| Q-01 | Degree in computer science or information systems | No | Lifetime |
| Q-02 | IT service management certificate (for example, ITIL) | Yes | Lifetime |
| ID | Experience | Minimum years | Mandatory |
|---|---|---|---|
| E-01 | IT operations or service management experience | 5 | Yes |
7. Training requirements
Recommended common practice. Each facility adapts the list to its national law. Essential items apply in every setting; recommended items apply where resources allow.
| ID | Training | Tier | When | Validity | Linked policies | Linked competencies |
|---|---|---|---|---|---|---|
| T-01 | Facility induction | essential | at_entry | Once | POL-WHISTLE · POL-EQUAL · POL-DATA | – |
| T-02 | Safeguarding adults | essential | periodic | Every 3 year(s) | POL-SAFEG | – |
| T-03 | Safeguarding children | essential | periodic | Every 3 year(s) | POL-SAFEG | – |
| T-04 | Data protection and confidentiality | essential | annual | Every 1 year(s) | POL-DATA | C-03 |
| T-05 | Incident reporting and open disclosure | essential | periodic | Every 2 year(s) | POL-INC | – |
| T-06 | Governance, accountability and assurance | recommended | periodic | Every 3 year(s) | – | – |
| T-07 | Emergency and major incident command | essential | annual | Every 1 year(s) | POL-INC | – |
| T-08 | Speaking up, inclusion and equality leadership | essential | periodic | Every 2 year(s) | POL-WHISTLE · POL-EQUAL | C-01 · C-02 |
8. Health, fitness and language
| ID | Requirement | Frequency | Tier | Minimum in low-resource settings |
|---|---|---|---|---|
| H-03 | Fitness-to-work assessment at entry and after serious illness or injury | Every 12 months | recommended | Fitness check at entry |
| Language | Level | Mandatory |
|---|---|---|
| Official language of the country of practice | professional | Yes |
| English | working | Yes |
9. Competencies by level
| ID | Competency | Foundation | Practitioner | Expert | Assessed by | Revalidate | Linked trainings |
|---|---|---|---|---|---|---|---|
| C-01 | Service management and change control | Follows change steps | Runs change control | Designs service processes | Service audit | Every 12 months | T-08 |
| C-02 | Systems operations and availability | Monitors systems | Manages availability | Designs resilience | Availability review | Every 12 months | T-08 |
| C-03 | IT security awareness | Follows security rules | Enforces security in operations | Designs security operations | Security audit | Every 12 months | T-04 |
10. Performance evaluation
- Probation: 6 months, with a sign-off review (recommended value).
- Appraisal: every 12 months against the competencies and indicators below.
| ID | Indicator | Target | Data source | Frequency |
|---|---|---|---|---|
| PI-01 | Service levels met | 95% or more | service report | Monthly |
| PI-02 | Changes recorded | 100% | change log | Monthly |
| PI-03 | Access reviews completed | 100% | access log | Quarterly |
11. Career ladder and promotion
| Level | Role | Minimum experience to move on | Qualifications | Competency minimums | Trainings required | Assessment |
|---|---|---|---|---|---|---|
| Executive | IT manager | 5 years (recommended) | Q-01, Q-02 | C-01 expert, C-02 practitioner | T-08 | Executive appointment and performance review |
12. Policies the post holder follows
Each policy is a standard template that the facility adopts and adapts. Templates are maintained centrally, so every facility works from the same version.
POL-SAFEG · Safeguarding adults and children
Purpose: Protect patients from abuse, neglect and harm, and make sure every concern is recognised and acted on.
Scope: All staff, volunteers and contractors.
Key rules:
Scope: All staff, volunteers and contractors.
Key rules:
- Recognise signs of abuse and neglect and record them factually.
- Report every concern to the designated safeguarding lead the same shift.
- Do not investigate alone.
- Share information only as the safeguarding procedure allows.
POL-DATA · Data protection and confidentiality
Purpose: Keep patient and staff information private, secure and used only for care and legal purposes.
Scope: All staff who access records or systems.
Key rules:
Scope: All staff who access records or systems.
Key rules:
- Access only the records needed for your work.
- Keep records secure; do not leave screens or paper unattended.
- Do not share information without a lawful basis.
- Report any breach to the data protection officer within 24 hours.
Linked trainings: T-10 · Review every 12 months · Template 0.1 (draft)
POL-WHISTLE · Speaking up (whistleblowing)
Purpose: Let staff raise patient safety or conduct concerns without fear of reprisal.
Scope: All staff.
Key rules:
Scope: All staff.
Key rules:
- Raise a concern with your line manager or the named speaking-up officer.
- If that route fails, escalate to the board or the national regulator.
- Retaliation against anyone who speaks up is a disciplinary offence.
- Concerns are recorded, investigated and the outcome given to the person raising them.
Linked trainings: T-01 · Review every 12 months · Template 0.1 (draft)
POL-EQUAL · Equality, diversity and inclusion
Purpose: Give every patient and colleague fair access, respectful treatment and reasonable adjustments.
Scope: All staff and patients.
Key rules:
Scope: All staff and patients.
Key rules:
- Treat every person with dignity regardless of background.
- Make reasonable adjustments, including interpreters, for language and disability.
- Report discrimination through the speaking-up route.
- Monitor access and outcomes by group.
Linked trainings: T-01 · Review every 24 months · Template 0.1 (draft)
POL-INC · Incident reporting and open disclosure
Purpose: Report and learn from incidents and near misses, and tell patients honestly when things go wrong.
Scope: All staff.
Key rules:
Scope: All staff.
Key rules:
- Report every incident and near miss the same shift.
- Give the patient and family an honest account and an apology where appropriate (open disclosure).
- Take immediate action to protect others.
- Learn: contribute to the review and follow the agreed actions.
13. Standards that name this role
14. Record history
| Date | Change | Approved by |
|---|---|---|
| 2026-10-27 | Draft record, batch 1 of the position build | Awaiting approval |