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- Tasks: Lead IT Service Operations, ensuring high customer satisfaction and operational resilience.
- Company: Join NHSBT, a vital service dedicated to saving lives through donations and transplants.
- Benefits: Enjoy flexible working, 27 days annual leave, NHS pension scheme, and continuous learning opportunities.
- Why this job: Make a real impact in healthcare while developing your leadership skills in a supportive environment.
- Qualifications: Masters in a tech-related field, ITIL certification, and strong customer relationship management experience required.
- Other info: Opportunity to manage a £2.5 million budget and lead a team of 60.
The predicted salary is between 48000 - 72000 £ per year.
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NHS Blood and Transplant provided pay range
This range is provided by NHS Blood and Transplant. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Job Title – Head of IT Service Operations (B8c)
Job Summary
NHSBT is committed to being the best donation, transplant and transfusion service in the world. We work collaboratively as a team to ensure every valuable organ, tissue and unit of blood is being used to best effect, and you could be central to this challenge with your visionary approach to delivering seamless Digital, Data & Technology Services (DDTS) services.
This pivotal role will see you leading the delivery and development of effective Service Operations, providing operational resilience and high levels of customer satisfaction as we continuously improve our systems and services. Leading the IT Service Desk, site-based IT support teams, IT Operations and Change, Problem and Service Asset & Configuration Management teams, your role will involve fulfilling service level agreements and contractual obligations for each IT service through effective use of people, processes and technology. As part of that, you’ll need to describe the scope of services, delivery models and motivate a large team of people as well as ensuring effective transition planning by implementing robust service take-on processes.
By taking responsibility for our Service Operations functions and supporting the continuous improvement of our DDTS services, you will be pivotal in enabling the business to focus on its core business through the reduction in business time spent interfacing with IT to get things done, freeing people up to undertake their life saving work.
Main duties of the job
- You will be responsible for the development and implementation of an IT Service Operational strategy and provision of IT operational services through the newly formed IT Service Operations function including the IT Service Desk, site based IT teams, IT Operational teams and Problem Management, Change Management and Service Asset & Configuration Management (SACM).
- You will take a customer centric and service oriented approach to the delivery of IT Service Operations. You will take the lead to provide Customer Service Excellence.
- You will ensure that all IT services managed by DDTS are maintained and maximise IT service availability.
- You provide line management and leadership for 60 people, responsible for a budget of £2.5 million.
- You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice.
About You
Experience and Knowledge
- Excellent knowledge of IT Service Management principles with an in-depth working knowledge of ITIL standards specific to Service Operations
- Experience of developing Service and Operating Level Agreements for internal / external client groups in a large organisation
- Extensive customer relationship management experience
- Knowledge and practical experience of functions including Service Desk and IT Operations.
- Deep understanding of applicable key performance indicators for an operational IT service and the use of metrics for service monitoring purposes
- Knowledge of the likely business impact of different scales of disruption to ICT application or infrastructure services; knowledge of mitigation and contingency arrangements
Qualifications And Training
- Masters level qualification in a relevant technology-related subject or equivalent relevant experience
- ITIL Certification at Foundation or higher level.
- A recognised qualification in management e.g. MBA or equivalent experience
- Evidence of continuous professional development
- The following would be an advantage but are not essential:
- Membership of an appropriate technical/professional body (e.g. ISEB, BCS).
- A recognised qualification in project or programme management or equivalent experience.
- Certificate in an agile development approach or methodology (e.g. CSM).
- A valid driving licence, allowing you to drive in the UK
About Us
It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need.
Our three core values are what set us apart. They guide and inspire everything we do.
By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work – and help our people to do something extraordinary in their career, too. Three small words, one big difference – Caring, Expert and Quality. Together we\’ll save and improve more lives than ever.
You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.
What We Offer
- NHSBT promotes flexible working opportunities where the role will allow.
- 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.
- NHS pension scheme. The NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns) Further details and outline of benefits can be found at:
- We’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.
This vacancy will close at 23:59 on Monday 4th August 2025
Interviews are anticipated to be held on w/c 18th August – subject to confirmation.
For informal enquiries please contact –
Name: Will Baker
Job Title: Assistant Director – Live Services
Contact Details:
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Part-time
Job function
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Job function
Information Technology
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Industries
Hospitals and Health Care
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Head of IT Service Operations employer: NHS Blood and Transplant
Contact Detail:
NHS Blood and Transplant Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of IT Service Operations
✨Tip Number 1
Familiarise yourself with ITIL standards and principles, especially those related to Service Operations. This knowledge will not only help you understand the expectations of the role but also allow you to speak confidently about how you can implement these practices effectively.
✨Tip Number 2
Network with professionals in the IT Service Management field, particularly those who have experience in large organisations. Engaging with them can provide insights into the challenges they face and how you can position yourself as a solution provider.
✨Tip Number 3
Prepare to discuss your leadership style and how you motivate large teams. Think of specific examples where you've successfully led teams through change or improved service delivery, as this will demonstrate your capability for the role.
✨Tip Number 4
Research NHS Blood and Transplant's core values and think about how your personal values align with theirs. Be ready to articulate this connection during discussions, as cultural fit is crucial for roles within the organisation.
We think you need these skills to ace Head of IT Service Operations
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Head of IT Service Operations position. Tailor your application to highlight how your experience aligns with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with IT Service Management principles, ITIL standards, and customer relationship management. Use specific examples to demonstrate your leadership skills and operational achievements.
Showcase Your Qualifications: Clearly list your qualifications, including any relevant degrees and certifications such as ITIL. If you have an MBA or other management qualifications, make sure to mention them prominently in your application.
Craft a Compelling Cover Letter: Write a cover letter that not only summarises your CV but also conveys your passion for the role and the mission of NHSBT. Discuss how you can contribute to their goals and values, particularly in delivering high-quality IT services.
How to prepare for a job interview at NHS Blood and Transplant
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL principles, especially those related to Service Operations. Be prepared to discuss how you've applied these standards in previous roles and how they can benefit the organisation.
✨Demonstrate Leadership Experience
As you'll be managing a large team, it's crucial to provide examples of your leadership style and how you've successfully motivated teams in the past. Discuss specific challenges you've faced and how you overcame them.
✨Emphasise Customer-Centric Approach
NHSBT values customer service excellence, so be ready to share instances where you've prioritised customer satisfaction in your IT operations. Explain how you measure success in this area and any metrics you've used.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle disruptions in IT services. Think of real-life scenarios where you've had to implement contingency plans and be ready to discuss the outcomes.
