Applications Service Manager

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

Job summary

A healthcare organization seeks an Applications Service Manager in Tooting, ensuring efficient service management for key IT applications. Applicants should have at least five years of IT service management experience, a Master's degree or equivalent, and be knowledgeable about healthcare IT systems. The role emphasizes leadership in service delivery, collaboration with clinical teams, and developing business continuity plans. Competitive salary of £64,156 to £71,148 annually is offered.

Qualifications

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

Responsibilities

• Lead the service management of all requests through the Applications lifecycle.
• Ensure the smooth running of the service with oversight of queues.
• Own and manage the disaster recovery plan for the Applications Team.

Skills

Excellent verbal and written communication skills

Highly effective problem-solving skills

Ability to manage competing priorities

Strong written and verbal communication skills

Education

Master's Degree or equivalent experience in a numerate subject

Relevant professional registration (Prince2)

Tools

Microsoft Project

Microsoft Excel

Job description

Applications Service Manager

The closing date is 10 January 2026.

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.

The post holder will be responsible for:

• 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.

Main duties of the job

Service Management through the Applications Lifecycle for Applications projects and BAU: 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.

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.

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

Person Specification

Qualifications and Training

• Master's Degree level education or equivalent experience in a numerate subject
• Awareness of healthcare IT systems or equivalent experience
• At least five years post degree experience in IT Service Management, ideally for Applications
• Project management
• Relevant professional registration (Prince2)
• Management Training

Experience

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

Skills

• 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

• 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
• Self-motivated and able to act on own initiative

Knowledge

• 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 name

St George's University Hospitals NHS Foundation Trust

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