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Job requirements
Essential
8 listedRequirements the employer expects applicants to meet.
- Skills
Assesses, analyses, develops, documents and implements changes based on requests for change
- Skills
Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.
- Skills
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
- Skills
Acts as the routine contact point between the organisation and suppliers. Supports resolution of supplier related incidents, problems, or unsatisfactory performance. Collects and reports on supplier performance data.
- Qualifications
Educated to postgraduate diploma/degree level or equivalent experience.
- Qualifications
ITIL Foundation V3 or V4, VeriSM Foundation or equivalent experience.
- Knowledge & Experience
Knowledge and experience of working in a Service Management environment
- Knowledge & Experience
Knowledge of using Service Management toolsets to support and enhance processes and procedures
Desirable
2 listedAdditional qualities the employer would prefer.
- Qualifications
ITIL Practitioner or equivalent experience.
- Qualifications
Prince 2 Agile Foundation or equivalent experience.
Job overview
Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of the new NHS England.
The Technology Digital and Data Directorate vision is to deliver the best care and outcomes for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered.
DOSM operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system.
Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We coordinate complex operational activities across environments, teams and organisations in order to achieve this.
Main duties of the job
- Attending and contributing to stand-up meetings to discuss tasks, progress and issues
- Being responsible for the day-to-day tasks and activities required to support the ongoing running of the services. This could include taking responsibility, as an individual and as part of the wider team, for incident management, problem management, release management, capacity management, availability management, and business as usual stakeholder engagement.
- Being responsible for contributing to the creation, and subsequent measurement, of performance metrics to address any service improvements.
- Undertaking Stakeholder engagement and management, improving working relationships with the service suppliers and customers
- Being responsible for supporting the service manager with remedial work for service-related risks, issues, escalations and stakeholder engagement.
- Being responsible for improving relationships with end users to improve Service Management’s understanding of the service(s).
- Being responsible for participating in service improvement activity through short, sprint based focussed activity.
- Being responsible for supporting the team in the introduction of services from the design stage of the service lifecycle.
Detailed job description and main responsibilities
You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
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Applying for this NHS job
This advert is for Service Practitioner with NHS England in Leeds, United Kingdom; Exeter, United Kingdom. It is listed as a Band 7 Practitioner role. The advertised salary is £49,387 - £56,515 per annum. The contract type is Permanent. The application deadline is 28 Oct 2026.
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