Job overview
Lead and continuously improve end‑to‑end end‑user support services - including the Service Desk (1st line), remote 2nd line support and on‑site field engineering. To ensure that digital services are safe, reliable and user‑centred. Establish, embed and maintain ITIL‑aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Ensure high‑quality support for the Trust’s Digital estate, systems and services, and device lifecycle/asset management across a regional multi‑site Mental Health Trust.
Main duties of the job
Service Delivery & Operations Lead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs. Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post‑incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.
Stakeholder Engagement & Customer Experience Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums. Improve customer satisfaction and ensure alignment with clinical and business priorities.
Collaboration & Knowledge Management Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues. Maintain strong knowledge sharing, SOPs and self‑service resources to support first contact resolution.
Process & Governance (ITIL) Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change.
Assets, Security & Leadership Oversee asset and device lifecycle, ensuring compliance with standards and security policies. Lead and develop staff, promoting an inclusive, user‑centred culture aligned to NHS values.
Detailed job description and main responsibilities
To view the detailed job description and main responsibilities, please see the attached job description and person specification.
Person specification
Skills
Essential
- Strong stakeholder engagement skills.
- Ability to analyse service data and deliver improvements.
- Ability to lead and develop staff.
Knowledge
Essential
- Sound working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management).
- Understanding of service performance management including KPIs, SLAs, CSI.
- Knowledge of digital service delivery in complex organisations.
Experience
Essential
- Significant experience in IT service delivery or operations management.
- Managing live IT services in a complex organisation.
- Embedding ITIL processes including escalation and major incidents.
- Supplier performance management.
- Driving service improvement using data and user feedback.
Qualifications
Essential
- Degree in IT, Digital, Information Systems or equivalent relevant experience.
- ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.
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Applying for this NHS job
This advert is for Digital Service Delivery Manager with Pennine Care NHS Foundation Trust in Pennine Care Trust Headquarters. It is listed as a Band 7 Manager and corporate role. The advertised salary is £49,387 - £56,515 per annum, pro rata. The contract type is Permanent. The application deadline is 06 Sep 2026.
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