Head of Service Operations

Guy's and St. Thomas' NHS Foundation Trust; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading NHS Trust in the United Kingdom is seeking a Senior IT Operations Manager to oversee the delivery of high-quality IT services across its organization. This pivotal role requires extensive IT service management expertise and strong leadership skills, involving the management of key service functions such as Incident Management and Service Reporting. The successful candidate will drive a culture of continuous improvement, innovation, and user experience, making a significant impact on healthcare technology delivery.

Benefits

Flexible working

Commitment to professional development

Support for staff wellbeing

Qualifications

• Extensive senior management experience in IT service operations.
• Strong leadership and communication skills.
• Experience managing large teams and complex projects.

Responsibilities

• Lead the operational performance of key service management functions.
• Ensure technology services are resilient and scalable.
• Embed ITIL and SDI best practices.

Skills

ITSM expertise

Leadership

Stakeholder influence

Analytical skills

Problem-solving

Communication

Job description

This rile is a senior leadership role accountable for the reliable, high-quality delivery of frontline IT services across GSTT. Leading Service Desk, Incident and Problem Management, Request Fulfilment, & Service Reporting, you will own day-to-day operational performance in one of the most complex healthcare environments in the UK. This role goes beyond keeping the lights on--it shapes how technology supports clinicians, patients, and operational teams every day. Success requires deep ITSM expertise, strong stakeholder influence, and the resilience to lead through change. You will embed ITIL best practice, improve service maturity, and guide multi-disciplinary teams through high-pressure situations, while building a culture focused on accountability, continuous improvement, and user experience. The role demands someone who balances operational rigour with innovation--stabilising today’s services while building a stronger, smarter future. You’ll work directly for a transformational leader as GSTT delivers one of the most ambitious digital programmes in the NHS. Our ambition is to operate at the highest tier of technology delivery, driven by operational excellence, a strong culture, and increasing automation. If you want to lead at scale, influence strategy, and leave a lasting impact on national healthcare technology, this is the role. This isn’t just a job--it’s a mandate to modernise, innovate, and lead. Are you ready to help set a new benchmark for digital service excellence?,

• Lead the operational performance of key service management functions, including the IT Service Desk, Incident and Problem Management, Request Fulfilment, and Service Reporting.
• Ensure technology services are resilient, scalable, and responsive to frontline needs.
• Embed ITIL and SDI best practices, supporting safe and efficient technology delivery.
• Act as a key escalation point for operational matters, handling highly complex and sensitive issues.
• Lead, motivate, and develop a high-performing team, fostering a culture of excellence and inclusivity.
• Oversee the user experience and reporting team, delivering enhancements for clinical, administrative, and nursing teams.
• Manage relationships with internal and external stakeholders, including third-party suppliers and partner Trusts.
• Lead on financial management, including budgets of £5-20 million, and deliver cost‑saving programmes.
• Extensive senior management experience in IT service operations.
• Strong leadership, influencing, and communication skills.
• Analytical and problem‑solving abilities.
• Experience managing large teams and complex projects.
• Commitment to continuous professional development and Trust values.
• You’ll join a dynamic, forward‑thinking team within the DT&I Directorate, working alongside technical and service delivery experts who are passionate about enabling patient‑facing colleagues and delivering outstanding digital services. The team culture is collaborative, supportive, and driven by a shared commitment to continuous improvement and innovation. You’ll benefit from a positive, inclusive atmosphere where professional development is encouraged, and your contributions are valued. The Trust is committed to flexible working, equality, diversity, and supporting staff wellbeing. You’ll have the opportunity to work across multiple sites and with partner organisations, contributing to a culture that puts patients first and values every team member’s input.