At a Glance
- Tasks: Lead the IT Service Desk team to deliver top-notch support in a healthcare setting.
- Company: Join Bupa, a health partner focused on making lives healthier and happier.
- Benefits: Enjoy 25 days holiday, health insurance, enhanced pension, and flexible working options.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in healthcare IT while developing your leadership skills.
- Qualifications: Experience in managing IT Service Desks and strong understanding of ITIL practices.
The predicted salary is between 60000 - 60000 £ per year.
Salary: From £60,000 DOE
Location: Hybrid working – Minimum 3 days per week at Cromwell Hospital SW5 0TU
Contract type: Permanent
Shift pattern: Full-time – 37.5 hours per week
We make health happen. At Bupa, we’re not just a health insurer – we’re a health partner. With no shareholders, our focus is always on our customers. We’re here to help people live longer, healthier, happier lives – and make a better world.
As an IT Service Support Manager, you will manage the Cromwell & Diagnostics centres IT Service Desk team, ensuring the delivery of high-quality, responsive, and customer-focused IT support services across the hospital. The role is critical in maintaining operational continuity, supporting clinical systems, and driving service improvement.
How you’ll help us make health happen:
- Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
- Monitor performance against SLAs and KPIs, and produce regular reports for leadership.
- Manage ticket queues, prioritization, and escalation processes.
- Lead, coach, and develop a team of service desk analysts and technicians.
- Conduct regular performance reviews and training plans to build technical and customer service capabilities.
- Act as the primary point of contact for IT support escalations from clinical, administrative, and executive teams.
- Collaborate with other IT teams (Infrastructure, Applications, Security) to ensure seamless support.
- Identify trends and recurring issues to drive root cause analysis and problem management.
- Implement service improvement initiatives, including automation and self-service tools.
- Ensure adherence to ITIL practices and maintain documentation, asset records, and audit trails for compliance and reporting.
Key Skills / Qualifications needed for this role:
- Proven experience managing an IT Service Desk in a healthcare or enterprise environment.
- Strong understanding of ITIL framework and service management tools (ServiceNow).
- Excellent leadership, communication, and stakeholder management skills.
- Familiarity with clinical systems (e.g., EHR, PACS) and healthcare IT environments.
- ITIL Foundation or higher certification.
- Experience with NHS or private healthcare IT operations.
- Knowledge of cybersecurity and data protection regulations (e.g., GDPR, NHS DSPT).
Benefits:
- 25 days holiday, increasing through length of service, with option to buy or sell.
- Bupa health insurance as a benefit in kind.
- An enhanced pension plan and life insurance.
- Annual performance-based bonus.
- Onsite gyms or local discounts where no onsite gym available.
- Various other benefits and online discounts.
Why Bupa:
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.
We encourage all of our people to “Be you at Bupa”. We champion diversity and understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. If you require information regarding this role in an alternative format, please email: emma.stockwell-sykes@bupa.com
Time Type: Full time
Job Area: IT
Locations: Cromwell Hospital London
IT Service Support Manager in London employer: Bupa Occupational Health
Bupa is an exceptional employer, offering a supportive and inclusive work environment at Hatfield Peverel Lodge Care Home. With a strong focus on employee wellbeing, we provide comprehensive benefits including flexible working options, access to healthcare support, and opportunities for personal growth. Join our passionate Kitchen Team and be part of a community that values your contributions while making a meaningful impact on the lives of our residents.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Support Manager in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Bupa Occupational Health values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Bupa Occupational Health might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Bupa Occupational Health!
✨Direct Apply to Bupa Occupational Health
Let's not forget to apply directly through the Bupa Occupational Health website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Support Manager in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Bupa Occupational Health.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Bupa Occupational Health. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Bupa Occupational Health
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
