This Digital Service Delivery Manager post sits within digital services at Pennine Care NHS Foundation Trust, a mental health and learning disability provider across Greater Manchester. The role leads end-user support across the service desk, remote second-line and on-site field engineering, and sets up and runs ITIL-aligned processes for incidents, changes and assets. It is distinct for its scope across a multi-site regional trust, including acting as or appointing the major incident manager and overseeing device lifecycle. Candidates need ITIL Foundation or equivalent, and a degree or relevant experience of managing live services.
What the job involves
- Lead 1st and 2nd line support and field engineering, with triage, prioritisation and resolution against SLAs and OLAs
- Act as, or appoint, Major Incident Manager, coordinating stakeholders, communications and post-incident reviews
- Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement from data
- Establish, embed and maintain ITIL-aligned processes, including Incident, Request, Problem, Change, Knowledge, Asset and Configuration, Major Incident, Service Reporting and CSI
- Ensure high-quality support for the Trust's digital estate, systems and services, keeping them safe, reliable and user-centred
- Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums
- Improve customer satisfaction and align services with clinical and business priorities
- Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues
- Maintain knowledge sharing, SOPs and self-service resources to support first contact resolution
- Manage ITIL processes and support the CAB to ensure safe, governed change
- Oversee asset and device lifecycle, ensuring compliance with standards and security policies
- Lead and develop staff, promoting an inclusive, user-centred culture aligned to NHS values
What’s required
Qualifications
- Degree in IT, Digital, Information Systems or equivalent relevant experience
- ITIL Foundation (v4 or later) or equivalent IT service management qualification
Experience
- Significant experience in IT service delivery or operations management
- Managing live IT services in a complex organisation
- Embedding ITIL processes, including escalation and major incidents
- Supplier performance management
- Driving service improvement using data and user feedback
Skills & knowledge
- Working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management)
- Understanding of service performance management, including KPIs, SLAs and CSI
- Knowledge of digital service delivery in complex organisations
- Strong stakeholder engagement skills
- Analysing service data to deliver improvements
- Leading and developing staff
What’s offered
- Generous annual leave entitlement for Agenda for Change and Medical and Dental staff
- Flexible working opportunities to support work/life balance
- Access to Continued Professional Development
- Involvement in improvement and research activities
- Health and wellbeing activities and access to a staff wellbeing service
- Staff discounts across retail, leisure and travel
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Contact Details:
The Methodist Church in Britain Recruitment Team
