Digital Service Delivery Lead - ITIL & Live Support (Flexible)
Pennine Care
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Benefits offered by this job
Job summary
Pennine Care NHS Foundation Trust is seeking an experienced Service Delivery Manager to lead end‑to‑end IT service delivery, including the Service Desk, remote 2nd line support and on‑site field engineering. You will embed ITIL processes, ensure safe, reliable services and drive improvements across a regional mental health trust.
The role requires significant IT service management experience, strong stakeholder engagement and a proven ability to lead teams through major incidents and change
Qualifications
- Degree in IT, Digital, Information Systems or equivalent relevant experience.
- ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.
- Significant experience in IT service delivery or operations management.
- Embedding ITIL processes including escalation and major incidents.
- Driving service improvement using data and user feedback.
Responsibilities
- Lead 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 post‑incident reviews.
- Monitor performance against KPIs and drive continual service improvement through data insights.
- Collaborate with IT teams to improve resolution and user experience.
Skills
Education
Job description
Pennine Care NHS Foundation Trust is seeking an experienced Service Delivery Manager to lead end‑to‑end IT service delivery, including the Service Desk, remote 2nd line support and on‑site field engineering. You will embed ITIL processes, ensure safe, reliable services and drive improvements across a regional mental health trust.
The role requires significant IT service management experience, strong stakeholder engagement and a proven ability to lead teams through major incidents and change
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