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Job requirements
Essential
14 listedRequirements the employer expects applicants to meet.
- Skills
Ability to communicate highly complex, sensitive or contentious information to senior stakeholders and large groups
- Skills
Advanced analytical and judgement skills involving intepretation and resolution of highly complex service delivery issues
- Skills
Ability to formulate service plans, operational strategies and improvement programmes across multiple teams and services
- Skills
Strong leadership, influencing and stakeholder management skills with the ability to drive organisational change and service improvement
- Knowledge
Advanced knowledge of ITIL, service operations, service governance and continual service improvement
- Knowledge
In-depth understanding of enterprise service management platforms, service reporting and operational analytics
- Knowledge
Knowledge of Microsoft technologies including Microsoft 365, Entra ID, Intune and enterprise support environments
- Knowledge
Knowledge of KPI, SLA, customer experience and service performance management metholdologies
- Experience
Significant experience leading a large-scale IT Service Desk and ISTM function within a complex organisatio0n
- Experience
Experience managing incident, problem, change, request, configuration and service level management processes within enterprise service management environments
- Experience
Experience managing ISTM platforms such as ServiceNow, or equivlaent enterprise service management technologies
- Experience
Experience analysing highly complex service delivery issues and resolving operational challenges where there may be multiple competing solutions
- Qualifications
Degree in Information Technology, Digital Services, Computer Science, Service Management or related discipline, or demonstrable knowledge and operational experience to an equivalent level
- Qualifications
Highly developed specialist knowledge of IT service management, service operations and customer service delivery acquired through professional training and experience to Master's degree level or equivalent, or demonstrable knowledge and operational experience to an equivalent level
Desirable
8 listedAdditional qualities the employer would prefer.
- Skills
Board level presentation and reporting experience
- Skills
Supplier management and commercial negotiation expertise
- Knowledge
Knowledge of NHS digital services, DSPT requirements and healthcare operational environments
- Knowledge
Knowledge of service automation, AI-Enabled service management and digital experience management
- Experience
Experience within a large NHS organisation or integrated healthcare environment
- Experience
Experience leading service transformation programmes involving automation, self-service and digital maturity improvements
- Qualifications
ITIL Managing Professional, ITIL Strategic Leader or equivalent service management qualification
- Qualifications
Postgraduate qualification in Leadership, Digital Services Management, Business Management or Organisational development
Job overview
The Service Delivery Manager provides strategic and operational leadership of Digital Service Delivery across the UHL Group, ensuring the consistent, safe, and high-quality provision of digital services across all hospital sites. The post holder is accountable for the performance and continuous improvement of enterprise IT Service Management (ITSM) aligned to ITIL, ensuring digital services are resilient, responsive, and clinically safe, directly supporting patient care and operational effectiveness across a complex multi-site environment.
The role operates at Group level within the Technology portfolio, leading large, multi-disciplinary teams and holding responsibility for service governance, performance and service transformation. The post holder will define and implement service delivery strategies aligned to the Group Digital Services Target Operating Model, ensuring the delivery of standardised, scalable and interoperable services that underpin the Group Strategy and NHS digital ambitions, including the transition toward fully integrated digital healthcare and a Single Patient Record.
Main duties of the job
The post holder will lead the end-to-end design, standardisation, and operation of IT Service Management across the UHL Group, ensuring consistency of service delivery across sites while maintaining local responsiveness. This includes embedding ITIL-aligned practices (incident, change, problem, service level management) and ensuring service reliability for critical clinical and operational systems, where failure would directly impact patient safety.
Success in this role requires driving service maturity and continuous improvement, utilising performance data, automation, and digital self-service capabilities to improve user experience and operational efficiency. The role aligns with national expectations for digital services to be user-centred, resilient, and interoperable, supporting the wider transition to digitally enabled care.
The post holder will act as a senior leader within Group Digital Services, influencing clinical and operational stakeholders, and ensuring that digital service delivery supports the Group Strategy’s ambition to improve outcomes, reduce variation, and enable integrated care pathways across the Liverpool health economy.
Detailed job description and main responsibilities
- Provide strategic leadership for IT Service Management across the UHL Group, ensuring alignment to organisational and national digital priorities
- Lead the development and implementation of ITIL-aligned service management processes, ensuring consistent and safe service delivery
- Oversee multi-site digital service operations, ensuring performance against SLAs, KPIs, and clinical safety requirements
- Establish governance frameworks for service delivery, including incident, change, problem, and service continuity management
- Drive continuous service improvement through data-driven insights, automation, and innovation
- Lead and manage large, multi-disciplinary teams, ensuring workforce capability and resilience
- Ensure effective supplier and contract management, delivering value for money and high-quality services
- Provide expert advice to senior stakeholders, influencing digital service delivery strategy
- Ensure digital services comply with all regulatory, information governance, and cybersecurity requirements
- Support delivery of Group-wide digital programmes and transformation initiatives
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Applying for this NHS job
This advert is for IT Service Delivery Manager with Liverpool University Hospitals NHS Foundation Trust in Liverpool, England. It is listed as a Band 8 Service manager role. The advertised salary is £66,582 - £77,368 per annum. The contract type is Permanent. The application deadline is 12 Nov 2026.
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