Our Senior Management Team

The Senior Management Team (SMT) within LHIS have many years of experience in realising the digital information needs of the NHS and for stimulating the development of new innovative information technology and information services to benefit patients, clinicians and the public by predominantly supporting both commissioning organisations and providers of healthcare.

LHIS itself is governed by several mechanisms, the host organisation (Leicestershire NHS Partnership Trust) seeks assurance through its Finance and Performance Committee which the Head of Service is held accountable to, seats include Accountable Officer, Finance Director and the Trust Chief Information Officer.

The Shared Service that is LHIS, also has a Stakeholder Board which gives its four main customers a seat at its overarching management board, acting like a Board of Directors which the Head of Service also forms part of. This is where strategic decisions about the running of the business are discussed and the risk sharing agreement that governs LHIS are owned. The performance of LHIS is monitored through regular Service Level Agreement (SLA) meetings with our clients.

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Ian Wakeford
Head Of Service

Public sector IT Head/Director with nearly 30 years experience in a variety of roles in the NHS.

As the Head of Service I am responsible for the £11 million turnover organisation and I am accountable to the Executive Team of the Leicestershire Partnership NHS Trust, who are the host for this NHS Shared Service. I have practical experience of major multimillion pound IT system implementations, IT service redesign and business change, extensive management skills, multimillion pound budget management.

My role involves partnership working at national and local level and across public sectors, high level negotiation to ensure we deliver the best possible outcomes for our customers and service users. I have a track record of delivering successful projects using Prince2 project management, including change management and service redesign, developing business cases, and securing funding for projects, meeting government targets and assisting in developing national policy/guidance. I always approach new challenges with enthusiasm and commitment.

Current additional priorities outside of LHIS Management are: developing IT Strategy for the Leicestershire Partnership Trust and also acting as the Senior Responsible Officer for the STP IM&T Workstream, leading on the development of the overarching IT Strategy for Health and Care, in Leicester, Leicestershire and Rutland.

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Chris Biddle
Cyber Security Manager

Over 20 years experience in all aspects of Cyber Security, ensuring LHIS and our customers operate in a secure and compliant manner.

LHIS Cyber Security Services are an experienced and technically skilled team that are here to guide you through the complex and sometimes daunting world of cyber security. Whether you are looking to audit your systems to ensure your data is safe or conduct penetration testing on a secure website, LHIS Cyber Security Team are here to help.

We are Tiger Scheme accredited. We also operate within the governance frameworks of other penetration and security accreditation bodies such as: Certified Ethical Hacker (EC-Council), Certified Information Systems Auditor (ISACA), Certified Security Testing Professional (CREST).Technical security testing services and compliance with governance standards (e.g. Cyber Essentials, ISO27001, GDPR, DCB1596, etc).

Personally, my background is penetration and technical security testing within a public sector internal audit function. I think LHIS are perfectly placed to use our public sector knowledge and expertise in IT assurance to offer a unique perspective on the world of Cyber Security.

If you’re not testing your IT security, you can be absolutely certain somebody else is!

Professional Badges include: Certified Information Systems Auditor (CISA), Cyberscheme Security Team Member (CSTM), Certified Ethical Hacker (CEH), Rapid7 Nexpose/Metasploit Specialist, GDPR Practitioner.

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Sarah Ost
Service Delivery Manager

Over 19 years’ experience in both private and public sector IT, covering multiple and diverse disciplines within the technology and healthcare industry.

As Service Delivery Manager, my remit spans pretty much all realms of IM&T in a strategic capacity. With a private sector commercial and customer focussed IT background, my passion is overall accountability for the Customer Relationship and the Business Development function which involves managing dedicated Account Managers, Business and Product Development and Tendering specialists, Communications and Marketing, our corporate website and Social Media. Heading up all the business and customer service functions including financial management, income generation, business growth and retention, contracts and Service Level Agreements (SLAs) with our clients and ensuring relationships are proactively managed with Key Performance Indicators (KPIs) and Customer Satisfaction.

I head up a department of 70-80 staff within the Service Delivery Department of LHIS, also managing the users accounts and registration authority team (smart card service) and the first and second line remote support and service desk function, which handles over 100,000 calls a year and boasts a first time fix rate of around 70%, supporting hardware, desktop and software applications, mobile devices and triaging of clinical system support. The service desk function has a consistent customer satisfaction rate of around 97% month on month, with an embedded continual service improvement programme, year on year. Other responsibilities include running the PRISM pathway and referral service and the exciting rapid application development team using Agile Scrum methodology with our own in-house Scrum Masters and Product Owners supporting clinicians with their ideas to improve patient care and innovation.

Professional Badges include: ILM5 Graduate in Leadership and Management, ISO20000, ITIL, PRINCE2, Green Belt in Lean Six Sigma, Licensed Practitioner of NLP, Managing Projects in Agile with Scrum and Agile Practitioner.

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Tirath Singh
Programme and Change Manager

Over 30 years’ experience in Public Health IT. With 16 years’ service within the NHS.

Over the last 30 years I have developed my knowledge of Primary, Community, Urgent and Mental Health Care IT. I have a strong background in technical, training and project management, managing large programmes of work for the NHS and capital budgets over £1 million. The Programme and Change Department covers a range of functions, project management, change management and transformation, coding and configuration expertise, accredited training and application support. Heads up a department of 70 staff.

Within the department there is a dedicated GPIT team made up of GP Practice Project Managers, IM&T Facilitators and Clinical Systems Optimisation. The team is responsible for an annual circa 3.4 million equipment rolling replacement programme for circa 150 General Practices. Additional to this there is provision for a dedicated team that supports change activities within Leicestershire Partnership Trust, led by three Divisional IM&T Business Managers, who provide advice and guidance on a range of IT matters. The Business as Usual Teams provide second line support and training in a range of clinical applications, most notably SystmOne, which has the largest footprint in Leicestershire.

Professional Badges include: ITIL, Lean Six Sigma LSS Green Belt, AGILE, Prince and MSP Practitioner, Managing Benefits (Foundation) and Change Management (Foundation).

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Darren Palmer
Systems and Development Manager

Over 25 years’ experience in private and public sector healthcare IT.

As Systems and Development Manager I oversee a wide range of development and analytical functions, these include: Data warehousing, Systems integration, Mobile App Development, Open Source
technologies, Business Intelligence, systems reporting, browser based application development and data migrations.

Enabling our customers to develop their service offering in partnership with highly skilled professionals in systems and applications development and data management

Professional Badges include: ITIL, Big Data, PRINCE2, SQL Server optimisation, Agile (ATERN).

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Chris Elliott
IT Support & Infrastructure Manager

Over 34 years’ experience within the Leicestershire Healthcare Community, in all aspects of IT support.

I have worked in IT within Community Healthcare in Leicestershire for 34 years initially as a programmer/analyst/support engineer and then Network & Telecoms Manager and latterly as the IT Support & Infrastructure Manager. I have strong background in all aspects of IT. As services have expanded and developed I have seen whole departments emerge from what was a single line of my job description 30 years ago.

The IT Support & Infrastructure Department covers a range of IT functions, 2nd and 3rd line IT Support including PCs, Servers and Networks/Telephony, procurement, installation, cabling, networking, telephony (Mobile, POTS & IP), mobile device management, storage, data centres, remote access, project management, system security and patching.

Professional Badges include: ITIL, Prince, IOSH.