Head of IT Service Operations

NHS; Barnsley; On-site; GBP 76,000 - 89,000; Full time

Job summary

NHS is looking for a Service Operations Leader at their Barnsley Centre to oversee the development and delivery of IT service operations crucial for supporting their mission. This pivotal role requires leadership of a large team, the development of service management strategies, and a commitment to exceptional customer service. Candidates should have a master's degree in a technology-related field and significant IT service management experience, especially in a regulated environment.

Qualifications

• Excellent knowledge of IT Service Management principles.
• Experience of developing Service and Operating Level Agreements in a large organisation.
• Significant leadership and management experience.

Responsibilities

• Develop and implement an IT Service Operational strategy.
• Ensure maximum IT service availability.
• Provide customer service excellence in IT operations.

Skills

Service Management

Customer Relationship Management

ITIL Standards

Leadership

Education

Masters level qualification in a relevant technology-related subject

ITIL Certification

Management qualification (MBA or equivalent)

Job description

Job summary

NHSBT is committed to being the best donation, transplant and transfusion service in the world. We work collaboratively as a team to ensure every valuable organ, tissue and unit of blood is being used to best effect, and you could be central to this challenge with your visionary approach to delivering seamless Digital, Data & Technology Services (DDTS) services. This pivotal role will see you leading the delivery and development of effective Service Operations, providing operational resilience and high levels of customer satisfaction as we continuously improve our systems and services. Leading the IT Service Desk, site-based IT support teams, IT Operations and Change, Problem and Service Asset & Configuration Management teams, your role will involve fulfilling service level agreements and contractual obligations for each IT service through effective use of people, processes and technology. As part of that, youll need to describe the scope of services, delivery models and motivate a large team of people as well as ensuring effective transition planning by implementing robust service take-on processes. By taking responsibility for our Service Operations functions and supporting the continuous improvement of our DDTS services, you will be pivotal in enabling the business to focus on its core business through the reduction in business time spent interfacing with IT to get things done, freeing people up to undertake their life saving work.

Main duties of the job

• You will be responsible for the development and implementation of an IT Service Operational strategy and provision of IT operational services through the newly formed IT Service Operations function including the IT Service Desk, site based IT teams, IT Operational teams and Problem Management, Change Management and Service Asset & Configuration Management (SACM).
• You will take a customer centric and service oriented approach to the delivery of IT Service Operations.
• You will take the lead to provide Customer Service Excellence.
• You will ensure that all IT services managed by DDTS are maintained and maximise IT service availability.
• You provide line management and leadership for 60 people, responsible for a budget of £2.5 million.

You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice. You will be required to participate in an on-call out of hours rota, which will include evenings, weekend or public holiday working. About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need. Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever. You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.

Details Date posted

21 July 2025

Pay scheme

Agenda for change

Band

Band 8c

Salary

£76,965 to £88,682 a year

Contract

Permanent

Working pattern

Full-time

Reference number

006999

Job locations

Barnsley Centre

Barnsley

United Kingdom

S75 3FG

Job description Job responsibilities

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.

Job description Job responsibilities

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.

Person Specification Qualifications Essential

• Masters level qualification in a relevant technology-related subject or equivalent relevant experience
• ITIL Certification at Foundation or higher level.
• A recognised qualification in management e.g. MBA or equivalent experience
• Evidence of continuous professional development
• The following would be an advantage but are not essential:
• Membership of an appropriate technical/professional body (e.g. ISEB, BCS).
• A recognised qualification in project or programme management or equivalent experience.
• Certificate in an agile development approach or methodology (e.g. CSM).
• A valid driving licence, allowing you to drive in the UK

Experience Essential

• Excellent knowledge of IT Service Management principles with an in-depth working knowledge of ITIL standards specific to Service Operations
• Experience of developing Service and Operating Level Agreements for internal / external client groups in a large organisation
• Extensive customer relationship management experience
• Knowledge and practical experience of functions including Service Desk and IT Operations.
• Deep understanding of applicable key performance indicators for an operational IT service and the use of metrics for service monitoring purposes
• Knowledge of the likely business impact of different scales of disruption to ICT application or infrastructure services; knowledge of mitigation and contingency arrangements
• Experience in preparing robust business cases and presenting reports at executive board level
• Significant leadership and management experience
• Demonstrable experience having successfully developed an IT operational service management model and capability in a large, complex and heavily regulated organisation

Person Specification Qualifications Essential

• Masters level qualification in a relevant technology-related subject or equivalent relevant experience
• ITIL Certification at Foundation or higher level.
• A recognised qualification in management e.g. MBA or equivalent experience
• Evidence of continuous professional development
• The following would be an advantage but are not essential:
• Membership of an appropriate technical/professional body (e.g. ISEB, BCS).
• A recognised qualification in project or programme management or equivalent experience.
• Certificate in an agile development approach or methodology (e.g. CSM).
• A valid driving licence, allowing you to drive in the UK

Experience Essential

• Excellent knowledge of IT Service Management principles with an in-depth working knowledge of ITIL standards specific to Service Operations
• Experience of developing Service and Operating Level Agreements for internal / external client groups in a large organisation
• Extensive customer relationship management experience
• Knowledge and practical experience of functions including Service Desk and IT Operations.
• Deep understanding of applicable key performance indicators for an operational IT service and the use of metrics for service monitoring purposes
• Knowledge of the likely business impact of different scales of disruption to ICT application or infrastructure services; knowledge of mitigation and contingency arrangements
• Experience in preparing robust business cases and presenting reports at executive board level
• Significant leadership and management experience
• Demonstrable experience having successfully developed an IT operational service management model and capability in a large, complex and heavily regulated organisation

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details Employer name

NHS Blood and Transplant

Address

Barnsley Centre

Barnsley

United Kingdom

S75 3FG

Employer's website

https://www.nhsbt.nhs.uk/ (Opens in a new tab)

Employer details Employer name

NHS Blood and Transplant

Address

Barnsley Centre

Barnsley

United Kingdom

S75 3FG

Employer's website

https://www.nhsbt.nhs.uk/ (Opens in a new tab)