Digital Service Delivery Manager

PENNINE CARE NHS FOUNDATION TRUST; Ashton-under-Lyne; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Generous annual leave for Agenda for 1

Flexible working opportunities

Continued Professional Development

Involvement in improvement and研究

Health and Wellbeing activities

Staff discounts

Job summary

Pennine Care NHS Foundation Trust is seeking a lead for service delivery and operations to enhance end-user support, incident management, and ITIL governance across its regional sites.

The role emphasizes stakeholder engagement, collaboration with cross-functional teams, and推动 Continual Service Improvement within a patient-centered NHS environment.

Qualifications

• Experience leading 1st and 2nd line IT support and field engineering.
• ITIL-aligned incident, problem, change, knowledge management processes.
• Strong stakeholder engagement and customer experience focus.
• Ability to monitor SLAs/OLAs, MTTA/MTTR, and drive improvements.
• Experience in asset and device lifecycle management.

Responsibilities

• Lead and improve end-to-end end-user support services across multiple sites.
• Act as or appoint Major Incident Manager and coordinate post-incident reviews.
• Collaborate with EUC, Infrastructure, Applications and Cyber teams to improve resolution.
• Manage ITIL processes and support CAB for safe, governed change.
• Oversee asset lifecycle and staff development; promote inclusive, user-centered culture.

Skills

ITIL

Incident management

Service desk

Stakeholder engagement

Knowledge management

Change management

Job description

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.,

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.

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.

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