Job overview
The Digital Service Delivery Manager manages the Service Desk and Desktop Support Teams to ensure the highest quality of service possible with the resources available is delivered to our users. Ensure calls are prioritised in line with the Service Level Agreement. Produce and monitor Service Level Reports and escalate any issues that might prevent the teams from meeting the Service Level Agreement.
Our support teams are the front line for all Digital Services so this role is critical to ensuring the smooth and effective running of these critical teams.
You will also build key relationships with corporate and clinical managers to understand their services and how digital can help them.
Main duties of the job
- To manage and motivate the Service Desk and Desktop Support teams and to deliver the highest possible level of service
- Manage Service Desk and Desktop Team leaders to delivery a quality service
- Perform an account management role for Digital Operations across Sirona liaising with service delivery leads to maintain good dialogue and understanding of their requirements and issues.
- Embed Sirona ITIL processes and procedures into the team's daily routine, to ensure Sirona benefit from the implementation of industry best practise for IT service delivery.
- Lead the ITIL Continuous Service Improvement Programme
- Support the teams with in depth problem solving
Detailed job description and main responsibilities
Please see the attached Job Description for a full list of duties and responsibilities before applying for this position.
If you refer to qualifications or employment within your supporting statement, that has not been included in your Qualifications, Training or Employment History, this information may be discounted.
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Person specification
Qualifications & Training
Essential
- IT professional qualification/certification (MCDST, MCITP) to degree level or equivalent occupational experience
- Maths & English GCSE level
Desirable
- ITIL Foundation v3 or v4
Skills, Experience, Knowledge
Essential
- Previous experience managing digital support teams
- Ability to work independently and under pressure
- Experience of diagnosing and resolving desktop problems
- The ability to analyse and prioritise complex problems, proposing detailed solutions, testing systems, offering advice and guidance to junior staff and colleagues. The ability to diagnose problems and take action to remedy.
- Ability to accurately produce and maintain documentation, written procedures and reports.
- Be able to communicate effectively at all levels, both orally and in writing with both internal and external contacts. Able to communicate difficult or complex technical concepts to non-technical staff.
Desirable
- Previous NHS digital teams experience
- Network infrastructure support and understanding
- Experience of enterprise-wide roll out
- Experience of migrating from one operating system to others
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Applying for this NHS job
This advert is for Service Delivery Manager with Sirona care & health CIC in Yate Headquarters. It is listed as a Band 8 Manager and corporate role. The advertised salary is £57,528 - £64,750 per annum. The contract type is Fixed term: 12 months (Maternity cover). The application deadline is 26 Aug 2026.
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