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Job overview
The Head of Service Delivery - Business Development is a senior leadership role within Digital Services, responsible for providing digital commercial services leadership and expert guidance for digital service delivery across the Trust and external partner organisations.
The role is responsible for overseeing customer engagement, service transition, contract management, commercial modelling and the development of new business opportunities.
Working closely with senior stakeholders, the successful candidate will influence the design and delivery of innovative digital services, including emerging technologies, while ensuring high-quality customer outcomes, value for money and continuous service improvement.
The post holder will provide senior leadership to multidisciplinary teams, support organisational digital transformation and, where required, deputise for the Deputy CIO (Digital Services), providing leadership during escalations and critical decision-making.
Main duties of the job
- Provide senior leadership for digital service delivery - focus on external customers
- Lead the design, development and implementation of digital service operating models for external partner organisations.
- Develop and maintain strong relationships with external customers.
- Lead business development activities
- Provide oversight and assurance of external digital service contracts, ensuring effective performance management.
- Lead capacity and demand planning activities.
- Oversee the transition of new or changed services into operational delivery.
- Monitor service performance through KPIs, trend analysis and customer feedback, driving continuous improvement.
- Manage and develop line-managed teams.
- Provide senior oversight of digital service budgets, supporting financial planning, investment decisions, income generation and sustainable service delivery.
- Represent Digital Services at Trust, regional and ICS forums.
- Deputise for the Deputy CIO (Digital Services) as required.
Detailed job description and main responsibilities
Please refer to the attached job desription for more detailed information which will list main responsibilities and key relationships of this role.
Person specification
Other
Essential
- Able to make own travelling arrangements to meet the needs of the role
- Able to communicate effectively using the English Language In both verbal in written form
Experience
Essential
- Proven record of leading an IT Service Desk and front-line service delivery, supporting 3000+ customers
- Experience of line management within a customer focused environment
- Experience of developing and implementing best practise strategies aligned with business needs and priorities
- Experience of implementing business change
- Evidence of continual professional career development
- Good knowledge of networked Windows environments
- Good working knowledge of Microsoft desktop products
- Experience of managing a budget
Communication
Essential
- Excellent presentation and communication skills with both verbal and written
Qualifications
Essential
- Masters in related subject or equivalent level of work experience
- ITIL Service Management Foundation Certificate or equivalent knowledge gained through working experience
- Service Desk Institute Accredited qualifications or equivalent knowledge gained through experience
- ITIL Intermediate lifecycle certification, e.g., Continual Service Improvement and/or Service Operation or equivalent knowledge gained through experience
Desirable
- ITIL Expert qualification or equivalent
- Any relevant Microsoft accredited qualification or equivalent knowledge gained through experience
- Experience in commercial environments
Personal and People Development
Essential
- Able to self-motivate to keep up to date on latest best practice
- Able to maintain learning of leadership
- Ability to lead a large team
- Ability to develop staff directly to support the “grow your own” concept
Skills, Abilities and Knowledge
Essential
- Expert-level knowledge of service management, commercial contracting, digital operating models and sector-specific digital strategy.
- Able to manage and influence stakeholders internally and externally at all levels
- Advanced keyboard skills
- Advanced skills and knowledge of an IT Service Desk industry
- Knowledge of a programme portfolio and IT operations environment
- Ability to analyse statistics to enable trend and goal setting, operationally and tactically
- Ability to manage resources with conflicting demands to meet business need and deliver a good level of service
- Ability to build customer confidence and empower staff to use technology as an enabler
- Knowledge of external audits
- Natural leader skills to drive the team in the strategic direction
- Ability to organise own and team’s workload
- Ability to deal with highly contentious information, ensuring sensitivity
- Ability to constructively challenge and propose changes that will impact outside area of responsibility
- Self-motivated with the ability to motivate others
Personal Attributes / Behaviours
Essential
- Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
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Applying for this NHS job
This advert is for Head of Service Delivery - Business Development with Norfolk Community Health and Care NHS Trust in Norwich, East of England, England. It is listed as a Administrative and IT role. The advertised salary is £79504.00 to £91609.00. The contract type is Permanent. The application deadline is 04 Aug 2026.
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