Digital Service Delivery Manager: Sponsorship Available

  • Full Time
  • United Kingdom
  • 49,387 to 56,515 £ / Year

Pennine Care NHS FT

Job summary

PLEASE NOTE THAT PREVIOUS UNSUCCESSFUL CANDIDATES NEED NOT APPLY

Lead and continuously improve end-to-end end-user support services – including the Service Desk (1st line), remote 2nd line support and on-site field engineering. To ensure that digital services are safe, reliable and user-centred. Establish, embed and maintain ITIL-aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Ensure high-quality support for the Trust’s Digital estate, systems and services, and device lifecycle/asset management across a regional multi-site Mental Health Trust.

Main duties of the job

Service Delivery & OperationsLead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs. Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post-incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.

Stakeholder Engagement & Customer ExperienceAct as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums. Improve customer satisfaction and ensure alignment with clinical and business priorities.

Collaboration & Knowledge ManagementWork with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues. Maintain strong knowledge sharing, SOPs and self-service resources to support first contact resolution.

Process & Governance (ITIL)Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change.

Assets, Security & LeadershipOversee 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.

Person Specification

Qualifications

Essential

  • Degree in IT, Digital, Information Systems or equivalent relevant experience.
  • ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.

Experience

Essential

  • 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.

Knowledge

Essential

  • Sound working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management).
  • Understanding of service performance management including KPIs, SLAs, CSI.
  • Knowledge of digital service delivery in complex organisations.

Skills

Essential

  • Strong stakeholder engagement skills.
  • Ability to analyse service data and deliver improvements.
  • Ability to lead and develop staff.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Closing Date: 22 November 2026

To apply for this job please visit apps.trac.jobs.