Digital Service Delivery Manager

Pennine Care NHS Foundation Trust; Ashton-under-Lyne; On-site; GBP 48,000 - 58,000; Full time

Benefits offered by this job

Flexible working

Continued Professional Development

Staff wellbeing service

Staff discounts

Job summary

Pennine Care NHS Foundation Trust is seeking an experienced IT Service Delivery Manager to lead 1st and 2nd line support, field engineering, and ITIL-driven operations across a multi-site mental health trust. You will drive service improvements, manage incidents and changes, and align IT services with clinical and business priorities.

The role emphasises staff leadership, stakeholder engagement, and a strong focus on patient and staff IT service experiences within a NHS framework.

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.
• Managing live IT services in a complex organisation.
• 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 triage, prioritisation and resolution against SLAs/OLAs.
• Act as key liaison for service delivery across divisions and corporate services.
• Collaborate with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues.
• Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB.
• Oversee asset and device lifecycle, ensuring compliance with standards and security policies.

Skills

Analytical thinking

Staff leadership

Education

Degree in IT or related field

Job description

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

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.

After You Apply - Once your application is submitted, you’ll receive updates via email. Shortlisting is based on how well you meet the criteria outlined in the person specification. Only shortlisted candidates will be invited to interview, and invitations will be sent by email.

If You're Offered the Role - If successful, the hiring manager will contact you directly with a verbal offer. They will then notify the Recruitment Team and submit the necessary paperwork. You’ll receive a formal conditional offer via email

Pre-Employment Checks - To confirm your suitability for the role, we will carry out pre-employment checks in line with NHS Employment Check Standards . These include:

• Identity verification
• Right to work check
• Disclosure and barring service (DBS)/Criminal record check (dependent on role)
• Professional registration and/or qualification check
• Occupational health assessment
• Employment history and reference validation

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.

Once Checks Are Complete - The Recruitment Team will coordinate with you and the hiring manager to confirm a start date. You’ll be booked onto a Trust Welcome Session and receive your Pennine Care NHS Terms and Conditions.

Pennine Care are committed to the ‘Pledge to Flex’ initiative as flexible working is a day one right for all colleagues. “We can workflexibly,doingwhateverworkpatternfitsourneeds,regardlessofthestypeofrolewe’rein. 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” This policy brings this part of the People Promise to life. It will provide you with the information you need, support you to have conversations and take steps towards working in a way that suits you best.

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.