Applications Service Manager

NHS; Greater London; On-site; GBP 64,000 - 72,000; Full time

Job summary

A leading healthcare institution in London is seeking a Service Manager specializing in IT applications. This role is responsible for managing the service lifecycle of IDT applications, ensuring effective service delivery, and maintaining quality standards. The ideal candidate will have a Master's degree, ITIL certification, and extensive experience within the NHS environment. Excellent communication, organizational, and problem-solving skills are crucial. This permanent position offers a salary between £64,156 and £71,148, with opportunities for full-time engagement.

Qualifications

• Master's Degree level education or equivalent experience in a numerate subject.
• ITIL Service Management Foundation Level certification.
• Awareness of healthcare IT systems.

Responsibilities

• Manage the service for IDT Applications Team efficiently.
• Oversee request lifecycle and ticket management.
• Develop and manage disaster recovery and business continuity plans.

Skills

Excellent verbal and written communication skills

Problem-solving skills

Prioritizing workloads

Negotiation and influencing abilities

Education

Master's Degree in a numerate subject

ITIL Service Management Foundation Level

Tools

Microsoft Project

Microsoft Visio

Microsoft Excel

Job description

Job Summary

Responsible for the service management of IDT Applications through the process from requesting to completion. The Oracle/Cerner Electronic Patient Record System is a key application; however, the Applications team also supports and advises on many other applications in the Trust and the Group.

Key Responsibilities

• Service Management
  • To be responsible for the provision of an efficient service for the IDT Applications Team, ensuring that processes are effective, integrated and in line with Trust standards.
  • Continually review the service provided and monitor demand‑capacity and throughput. Develop and provide reports to various management groups as needed.
  • Work closely with all managers within the Team to deliver the Applications and Clinical Systems service. Ensure that there is a structured process for throughput of work requests for both projects and BAU, and that these are allocated and assigned appropriately with consideration of all priorities.
  • Work with all the managers within the team regarding any issues of quality of service within the Applications Teams or with suppliers, liaising with other IDT teams and stakeholders as needed. Support the HoA&CS and the ADM in managing suppliers and their contracts.
  • TDA and CAB: Representing the Applications and Clinical Teams at the Technical Design Authority and Change Advisory Board meetings to ensure that appropriate processes are followed.

Service Management through the Applications Lifecycle

Lead the service management of all requests through the lifecycle for the Applications and Clinical Systems Department and the teams. Ensuring the smooth running of the service with oversight of queues, managing throughput of tickets through all teams, liaising with stakeholders and other IDT teams and colleagues as needed for resolution of tickets. Ensuring that the Service Desk system meets the needs of the Applications teams, liaising with the Service Desk team where needed. Own the Business Continuity Planning (BCP) for the Applications teams, contributing to the development of business continuity plans for clinical services and the rest of IDT. Own and manage the disaster recovery plan for the Applications Team, linking in with suppliers, other IDT teams, Trust Emergency Planning teams and clinical and operational services as needed. Provide support for the management of Applications procurement and contract management: developing specifications; managing supplier responses; supplier SLA management.

Risk and Issue management: monitoring the Trust Risk Register for Applications‑related risks, liaising with Clinical Services to understand risks raised, and with internal Applications.

Job responsibilities: The above Main duties is not an exhaustive list for the role, please refer to attached Job description for full details for the role. Previous applicants need not apply.

About Us

St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey. Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).

After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000‑strong workforce.

Date Posted

22 December 2025

Pay Scheme

Agenda for change

Band

Band 8a

Salary

£64,156 to £71,148 a year pa pr incl HCAS (inner london)

Contract

Permanent

Working Pattern

Full‑time

Reference Number

200-NN-7367261-A&C-Z-B-A

Job Location

St. Georges Hospital, Wandle Annex
Blackshaw Road
Tooting London
SW17 0QT

Person Specification

Qualifications and Training (Essential)

• Master's Degree level education or equivalent experience in a numerate subject
• ITIL Service Management Foundation Level
• Awareness of healthcare IT systems or equivalent experience
• At least five years post degree experience in IT Service Management, ideally for Applications

Qualifications and Training (Desirable)

• Project management
• Relevant professional registration (Prince2)
• Management Training

Experience (Essential)

• NHS Acute experience of applications
• Experience in communicating complex issues to a wide audience
• Experience in building and maintaining working relationships to a senior level.
• Experience of Incident, & Problem Management, Service planning, & change management processes, especially in an ITIL‑based environment
• Experience with SLAs and KPIs for application performance
• Experience of managing third‑party suppliers and service contracts

Experience (Desirable)

• Experience of working with Electronic Patient Records such as Cerner or equivalent, other applications and clinical systems, and suppliers for the same.

Skills (Essential)

• Excellent verbal and written communication skills
• Evidence of influencing skills through matrix management
• Highly efficient in prioritising workloads
• Highly effective problem‑solving skills, creative thinker, seeking solutions
• Mature and confident manner capable of negotiating and influencing clinical and managerial staff
• Excellent organisational skills with a demonstrable ability to balance competing demands and priorities
• Strong written and verbal communication skills
• Ability to diagnose complex problems, situations and or information and make informed judgement to formulate solutions and recommend/decide on best course of action.
• Ability to think strategically whilst leading a team to deliver results across several complex projects with numerous interdependencies.
• Ability to manage competing priorities and make effective decisions under pressure

Other Essential

• Copes well under pressure
• Service oriented and customer focused
• Confident & operates effectively even in stressful situations
• Effective interpersonal skills, coupled with the ability to communicate regarding contentious service level issues and undertake contract negotiations with tact and diplomacy
• Proven ability to work in collaboration with service providers, building and developing relationships.
• Proactive in forging links with stakeholders and partner organisations
• Excellent communication, problem solving and organisational skills
• Demonstrate a thorough understanding of business priorities and an understanding of the business criticality of platforms and applications
• Ability to multi‑task and maintain concentration levels whilst doing so.

Desirable (Other)

• Self‑motivated and able to act on own initiative.

Knowledge (Essential)

• Expert Knowledge of IT including:
• Microsoft applications such as MS Project, MS Visio, MS Excel and the like.
• Data protection and security
• Excellent working knowledge of NHS processes, politics and structure

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.

Employer Details

St George's University Hospitals NHS Foundation Trust

St. Georges Hospital, Wandle Annex
Blackshaw Road
Tooting London
SW17 0QT

Website: https://www.stgeorges.nhs.uk/