Digital Service Delivery Lead – ITIL & Major Incident Expert

The Methodist Church in Britain; Ashton-under-Lyne; Híbrido; GBP 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous annual leave

Flexible working opportunities

Continued Professional Development

Staff wellbeing service

Descripción de la vacante

Pennine Care NHS Foundation Trust is seeking a Digital Service Delivery Manager to lead end-user support across the service desk, remote second-line and field engineers, and to implement ITIL-aligned incident, change and asset processes.

You will monitor performance against SLAs, act as Major Incident Manager when needed, oversee device lifecycle and staff development, all within an NHS patient-centred culture.

Formación

• Degree in IT/Digital/Information Systems or equivalent relevant experience.
• ITIL Foundation (v4+) certification or equivalent IT service management qualification.
• Significant experience in IT service delivery or operations management.
• Experience managing live IT services in a complex organisation.

Responsabilidades

• Lead 1st and 2nd line support and field engineering with triage and resolution against SLAs/OLAs.
• Act as or appoint Major Incident Manager, coordinating stakeholders and post-incident reviews.
• Monitor performance metrics (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement.
• Establish and maintain ITIL-aligned processes (Incident, Change, Problem, Knowledge, Asset).
• Oversee asset and device lifecycle, ensuring security policies and standards are followed.
• Lead and develop staff with an inclusive, user-centred NHS culture.
• Collaborate with EUC, Infrastructure, Applications and Cyber teams to reduce repeats.

Conocimientos

Stakeholder engagement

Service delivery management

SLA/OLA monitoring

Incident & problem management

Educación

Degree in IT/Digital/Information Systems or equivalent experience

ITIL Foundation (v4+) certification

Herramientas

ITSM tools

Descripción del empleo

Pennine Care NHS Foundation Trust is seeking a Digital Service Delivery Manager to lead end-user support across the service desk, remote second-line and field engineers, and to implement ITIL-aligned incident, change and asset processes.

You will monitor performance against SLAs, act as Major Incident Manager when needed, oversee device lifecycle and staff development, all within an NHS patient-centred culture.