Service Practitioner

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This creates a unique opportunity for people who want a varied, flexible and challenging career within a world-class culture.

Job Overview

Live Services

The Live Services Directorate is responsible for ensuring the high availability and responsiveness of National IT services.

The purpose of Live Services is to prevent system disruption; if and when it does, the intent is to restore services with minimal disruption. This is achieved through a combination of proactive and reactive measures.

The teams are divided into six core areas providing technical and service management expertise:

• Service management and operations
• Service now delivery and innovation
• Specialist technical engineering resolution
• Service transition and technical assurance

Services are delivered to internal customers (product delivery teams), suppliers, and NHS organisations.

Main Duties of the Job

As a Service Practitioner within one of our teams, you could be involved in a wide array of tasks to support this activity. Examples include:

• 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, including incident management, problem management, release management, capacity management, availability management, and business as usual stakeholder engagement.
• Contributing to the creation, and subsequent measurement, of performance metrics to address any service improvements.
• Undertaking stakeholder engagement and management, improving working relationships with service suppliers and customers.
• Supporting the service manager with remedial work for service-related risks, issues, escalations, and stakeholder engagement.
• Improving relationships with end users to enhance Service Management’s understanding of the service(s).
• Participating in service improvement activity through short, sprint-based focused activity.
• Supporting the team in the introduction of services from the design stage of the service lifecycle.

Person Specification

Knowledge & Experience

• Knowledge and experience of working in a Service Management environment.

Skills

• Service level management
• Change management
• Incident management
• Problem management
• Supplier management
• Application support

Qualifications

• Educated to postgraduate diploma/degree level or equivalent experience.
• ITIL Foundation V3 or V4, VeriSM Foundation or equivalent experience.

Our Commitments to You

We are passionate about creating an inclusive workplace that promotes and values diversity. We welcome applications from disabled candidates. If you meet all the essential criteria, you will be guaranteed an interview.

If applying for this role on a secondment basis, please ensure you have obtained prior agreement from your current line manager to apply for this position.

Please note that we currently do not accept applications via recruitment agencies.

This post will require a submission for Disclosure to check for any unspent criminal convictions.

NHS England

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