Digital Service Delivery Manager

Pennine Care; Ashton-in-Makerfield; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working opportunities

Continued Professional Development

Staff wellbeing service

Job summary

Pennine Care NHS Foundation Trust is seeking a proactive IT Service Delivery Manager to lead the Service Desk, remote 2nd line support, and on-site field engineering across multiple sites. The role focuses on safe, reliable, user-centric digital services, with ITIL-aligned processes and strong governance.

You will drive continual service improvement using data insights, oversee asset lifecycle, and lead staff development in line with NHS values.

Qualifications

• Significant experience in IT service delivery or operations management.

Responsibilities

• Lead 1st and 2nd line support and field engineering, ensuring effective triage and resolution against SLAs/OLAs.

Skills

Analytical thinking

People leadership

Education

Degree in IT, Digital, Information Systems or equivalent

Job description

If you are Kind, Fair, Ingenious and Determined then we want you to come and join our#PennineCarePeople

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 & Operations
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 clear communication and post‑incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.

Stakeholder Engagement & Customer Experience
Act 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 Management
Work 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 & Leadership
Oversee 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.

Working for our organisation

We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.

Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We’re really proud of our#PennineCarePeopleand do everything we can to make sure we’re a great place to work.

All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.

If you come and work for us we will offer a range of benefits and opportunities, including:

• Generous annual leave entitlement for Agenda for Change and Medical and Dental staff.
• Flexible working opportunities to support your work/life balance
• Access to Continued Professional Development
• Involvement in improvement and research activities
• Health and Wellbeing activities and access to an excellent staff wellbeing service
• Access to staff discounts across retail, leisure and travel

Detailed job description and main responsibilities

To view the detailed job description and main responsibilities, please see the attached job description and person specification.

Qualifications

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

Experience

• 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.
• Driving service improvement using data and user feedback.

Knowledge

• 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

• Ability to analyse service data and deliver improvements.
• Ability to lead and develop staff.

We are aware of the increase in AI being used for job applications. AI can be a useful tool to assist in writing your application, but these tools may not understand the context or requirements of the job you are applying for and using for all your application will not be a true reflection of your skills and experience. Relying on AI for your whole application can negatively impact on your chances of success throughout the recruitment process as you will be asked to provide evidence to support what you have written. Take the time to proofread your application to ensure you can evidence what you have submitted, whether this is by your experience or certificates

Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website.

All applicants external to Pennine Care NHS Foundation Trust will be required to provide their HMRC employment history to cover the most recent three years employment. This information will used to validate employment history andreferences.

If you require sponsorship, we will assess your eligibility based on current government guidance. If the role is not eligible and you cannot demonstrate your right to work, your conditional offer may be withdrawn.

Pennine Care are committed to the ‘Get ahead on Flex’ pledge initiative to support the right to request flexible working for all colleagues. “We can work flexibly, as a modern and model employer, flexible and less than full‑time working isn’t a barrier to progress in the NHS – it is commonplace” To support a positive experience for all colleagues we are committed to considering all requests for flexible working, in line with service needs.

We are committed to equality, diversity, and inclusion (EDI), and we strive to ensure our workforce reflects the communities we serve. We actively encourage applications from individuals of diverse backgrounds to help us grow, innovate, and improve.

If you wish to be considered under the Disability Confident Scheme, you will be guaranteed an interview if you meet the essential criteria for the role.

If you need reasonable adjustments during the recruitment process, please contact us on 0161 716 3181 as early as possible so we can support you.

Please note:

• We do not accept unsolicited contact from recruitment agencies. Hiring managers should not be contacted directly.

We may close this vacancy early if we receive a high volume of applications. If you have a disability or long‑term health condition and need extra time or adjustments to complete your application, please contact us as soon as possible. We will ensure you are not disadvantaged where a reasonable adjustment is appropriate.