Flexible Digital Service Delivery Manager ITIL-driven Ops

Pennine Care NHS Foundation Trust; Ashton; Hybrid; GBP 52,000 - 66,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working

Continued Professional Development

Improvement & research opportunities

Wellbeing services

Job summary

Pennine Care NHS Foundation Trust is seeking an experienced IT Service Delivery Lead to oversee end‑to‑end user support, service desk operations and field engineering across a multi-site mental health trust. You will embed ITIL processes, manage major incidents, and lead data‑driven improvements while ensuring alignment with NHS values and governance.

The role requires significant IT service delivery experience, strong stakeholder engagement and ability to develop and mentor staff in a complex

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.
• 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 effective triage, prioritisation and resolution against SLAs/OLAs.
• Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing post‑incident reviews.
• Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.
• Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums.
• Work 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 to ensure safe, governed change.
• Oversee asset and device lifecycle, ensuring compliance with standards and security policies.

Skills

Service delivery leadership

Data-driven decision making

Staff development

Stakeholder engagement

Education

Degree in IT, Digital, Information Systems or equivalent

Job description

Pennine Care NHS Foundation Trust is seeking an experienced IT Service Delivery Lead to oversee end‑to‑end user support, service desk operations and field engineering across a multi-site mental health trust. You will embed ITIL processes, manage major incidents, and lead data‑driven improvements while ensuring alignment with NHS values and governance.

The role requires significant IT service delivery experience, strong stakeholder engagement and ability to develop and mentor staff in a complex