Digital Service Delivery Manager

The Methodist Church in Britain; Ashton-under-Lyne; Hybrid; GBP 45,000 - 65,000; 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 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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Stakeholder engagement

Service delivery management

SLA/OLA monitoring

Incident & problem management

Education

Degree in IT/Digital/Information Systems or equivalent experience

ITIL Foundation (v4+) certification

Tools

ITSM tools

Job description

This Digital Service Delivery Manager post sits within digital services at Pennine Care NHS Foundation Trust, a mental health and learning disability provider across Greater Manchester. The role leads end-user support across the service desk, remote second-line and on-site field engineering, and sets up and runs ITIL-aligned processes for incidents, changes and assets. It is distinct for its scope across a multi-site regional trust, including acting as or appointing the major incident manager and overseeing device lifecycle. Candidates need ITIL Foundation or equivalent, and a degree or relevant experience of managing live services.

What the job involves

• Lead 1st and 2nd line support and field engineering, with triage, prioritisation and resolution against SLAs and OLAs
• Act as, or appoint, Major Incident Manager, coordinating stakeholders, communications and post-incident reviews
• Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement from data
• Establish, embed and maintain ITIL-aligned processes, including Incident, Request, Problem, Change, Knowledge, Asset and Configuration, Major Incident, Service Reporting and CSI
• Ensure high-quality support for the Trust's digital estate, systems and services, keeping them safe, reliable and user-centred
• Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums
• Improve customer satisfaction and align services with clinical and business priorities
• Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues
• Maintain knowledge sharing, SOPs and self-service resources to support first contact resolution
• Manage ITIL processes and support the CAB to ensure safe, governed change
• 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

What’s required

Qualifications

• Degree in IT, Digital, Information Systems or equivalent relevant experience
• ITIL Foundation (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
• Supplier performance management
• Driving service improvement using data and user feedback

Skills & knowledge

• Working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management)
• Understanding of service performance management, including KPIs, SLAs and CSI
• Knowledge of digital service delivery in complex organisations
• Strong stakeholder engagement skills
• Analysing service data to deliver improvements
• Leading and developing staff

What’s offered

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