Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and develop 1st line Service Desk teams, driving automation and service improvements.
- Company: Nuffield Health is dedicated to building a healthier nation through exceptional service delivery.
- Benefits: Enjoy free private healthcare, gym membership, and a cycle to work scheme.
- Why this job: Join a culture that values health, happiness, and professional growth while making a real impact.
- Qualifications: A suitable degree or vocational qualifications with experience in managing technical and customer service teams.
- Other info: Be a key leader in a dynamic environment, collaborating across various technology functions.
The predicted salary is between 43200 - 72000 £ per year.
As a Head of Technology Service, you’ll bring experience leading and developing 1st line Service Desk teams – driving automation and a shift left from 2nd and 3rd line teams. You will be accountable for all aspects of Service Management – embedding a service-first culture inside our Technology delivery units and owning/developing our major incident service and communications – essentially driving an improvement to the services we provide across our hospital and gym estate and managing site impact to the SLAs and KPIs you will define and improve.
As a key leader within the Technology function you will be the key point of contact for our hospital and gyms leadership community and have a broad scope of accountabilities to own and improve, including deskside support, hardware rollout across our estate and management of our Regional Engineering teams who provide on-site IT support to our frontline staff.
You will be highly experienced in effective demand management, resource utilisation and managing stakeholder expectations and have a proven track record managing and developing technical and customer service specialists, managing tiered and matrix teams as well as have a record of successful delivery of solutions as an individual, team leader, and/or development manager. You will also have a suitable degree or vocational qualifications.
Our Head of Technology Service will contribute to our purpose and strive to build a healthier nation through being accountable for provision of regional support services across Nuffield Health sites.
As our Head of Technology Service, you will:
-
Collaborate with Technology Leadership and Service Managers to define Technology service management processes and standards.
-
Own the strategy for and management of first-line channels of IT Service and Support, with an aim to resolve customer queries at the earliest possible stage. Lead the provision of 1st and 2nd line Technology support across Nuffield Health, working across all Technology teams and operational functions.
-
Own Nuffield Health’s Major Incident Management process
-
Ensure delivery of excellent customer service throughout all engagement with the user to improve user satisfaction. Proactively develop the quality of the service offered to the end users and the efficiency of the delivery of that service.
-
Lead, coach, mentor and manage regional technology support teams in the resolution of incidents and handling of service requests in a professional and timely manner.
-
Work with Service Managers across Technology to monitor adherence to processes and delivery against SLAs to maintain and improve quality levels.
-
Collaborate effectively with other members of the Technology management and leadership teams to ensure universal coverage of Nuffield Health solutions and services.
-
Be accountable for the service provided by the Technology Service Desk.
-
Experience in effective demand management, resource utilisation, and managing
-
stakeholder expectations
-
Experience managing and developing technical and customer service specialists, managing tiered and matrix teams
-
A record of successful delivery of solutions as an individual, team leader, and/or development manage
We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what’s important to you.
Head of Technology Service employer: Nuffield Health
Contact Detail:
Nuffield Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Technology Service
✨Tip Number 1
Make sure to showcase your leadership experience in managing Service Desk teams. Highlight any specific instances where you successfully drove automation or improved service delivery, as this aligns closely with the responsibilities of the Head of Technology Service.
✨Tip Number 2
Familiarize yourself with the concept of 'shift left' in IT service management. Be prepared to discuss how you've implemented this approach in previous roles, as it will demonstrate your understanding of efficient service management practices.
✨Tip Number 3
Prepare examples of how you've managed stakeholder expectations and resource utilization effectively. This is crucial for the role, so having concrete examples ready will help you stand out during discussions.
✨Tip Number 4
Show your passion for customer service by discussing how you've improved user satisfaction in past positions. Being able to articulate your commitment to a service-first culture will resonate well with our values at Nuffield Health.
We think you need these skills to ace Head of Technology Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading Service Desk teams and managing technical and customer service specialists. Use specific examples that demonstrate your ability to drive automation and improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology service management and how your background aligns with the responsibilities outlined in the job description. Mention your experience with major incident management and stakeholder engagement.
Showcase Relevant Achievements: Include quantifiable achievements in your application that reflect your success in improving SLAs and KPIs. This could be through specific projects or initiatives you've led in previous roles.
Highlight Leadership Skills: Emphasize your leadership style and experience in coaching and mentoring teams. Discuss how you have fostered a service-first culture in past positions and how you plan to do the same at Nuffield Health.
How to prepare for a job interview at Nuffield Health
✨Showcase Your Leadership Experience
Be prepared to discuss your previous experience leading 1st line Service Desk teams. Highlight specific examples where you drove automation and improved service delivery, as this aligns with the role's requirements.
✨Demonstrate Your Service Management Knowledge
Familiarize yourself with service management processes and standards. Be ready to explain how you've implemented these in past roles, particularly in managing major incidents and enhancing user satisfaction.
✨Emphasize Collaboration Skills
This role requires effective collaboration with various teams. Share examples of how you've worked with technology leadership and service managers to achieve common goals, especially in a matrix environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage stakeholder expectations. Think of scenarios where you successfully resolved conflicts or improved service quality under pressure.
