IT Service Delivery Manager

Bradford Teaching Hospitals NHS Foundation Trust; Bradford; On-site; GBP 58,000 - 65,000; Full time

Job summary

Bradford Teaching Hospitals NHS Foundation Trust is seeking an experienced IT Service Delivery Manager (NHS AfC: Band 8a) to lead IT service delivery across Bradford Royal Infirmary and community sites. You will oversee the Service Desk, incident and asset management and ensure high-quality IT support for around 6,500 staff and 7,500 end-user devices.

The role requires strategic leadership, strong ITIL knowledge, and proven experience in managing budgets, contracts, and large-scale IT

Qualifications

• Significant experience leading IT operations in a large healthcare setting.
• ITIL knowledge with Change, Transition, Asset and Incident Management.
• Experience with ITSM tools and dashboards (Halo, Remedy).

Responsibilities

• Provide strategic and operational leadership for IT service delivery and service desk.
• Define, negotiate, and monitor IT service provision with Trust Operational Managers.
• Lead IT Support and Service Desk for 1st and 2nd line services.
• Oversee the lifecycle of user access and system accounts with clinical systems (Oracle EPR, SystmOne, ICE, ESR).
• Manage budgets related to IT equipment and telephony including mobile estate.
• Develop and maintain SOPs and guidelines aligned with governance and cybersecurity.
• Act as a senior workstream lead in large-scale IT implementations and transformations.

Skills

Leadership

Stakeholder engagement

Analytical skills

Communication

KPI/SLA management

SOP development

Mentoring

Education

Degree in IT or relevant subject

ITIL Intermediate certificates

Cybersecurity or information governance training

Six Sigma

Tools

Halo

Remedy

Job description

Employer Bradford Teaching Hospitals NHS Foundation Trust Employer type NHS Site Bradford Royal Infirmary Town Bradford Salary £57,528 - £64,750 per annum Salary period Yearly Closing 27/08/2026 23:59

IT Service Delivery Manager

NHS AfC: Band 8a

Job overview

Closing Date: 27.08.26 (this may change dependent on response).

Shortlisting to take place following closing date commencing 28.08.26

Interview expected to take place in the week commencing 07.09.26

Bradford Teaching Hospitals NHS Foundation Trust is looking for an experienced, inclusive and service-driven IT Service Delivery Manager to lead the delivery of high-quality IT support across Bradford Royal Infirmary and community sites. This is a pivotal leadership role at the heart of Digital, Data and Technology, ensuring colleagues have the tools, access and support they need to deliver excellent care.

Main duties of the job

You will provide strategic and operational leadership for IT Service Delivery, overseeing the Service Desk and frontline support teams, alongside key disciplines including incident, problem, change and asset management. With responsibility for services supporting around 6,500 staff, approximately 7,500 end-user devices and more than 60,000 support tickets each year, you will have the opportunity to make a visible and meaningful impact across the Trust.

Working for our organisation

Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:

• We are one team

We’re keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.

Detailed job description and main responsibilities

• Provide strategic and operational leadership for the delivery of high-quality, customer-focused IT Support Services, ensuring service levels are met and continuously improved.
• Define, negotiate, and monitor IT service provision with Trust Operational Managers, ensuring alignment to clinical, operational, and digital strategies.
• Lead and performance manage the IT Support and Service Desk functions ensuring responsive, efficient, and user-focused delivery of 1st and 2nd line services.
• Oversee the lifecycle of user access and system account provisioning, including integration with clinical systems such as Oracle EPR, SystmOne, ICE, and ESR, ensuring compliance with governance and audit requirements.
• Manage delegated budgets related to IT equipment and telephony including the mobile phone estate, billing, and hardware lifecycle. Ensure efficient and fair usage aligned with financial controls.
• Develop, implement, and maintain policies, standard operating procedures (SOPs), and guidelines that govern IT support functions, ensuring alignment with broader digital governance, data protection, and cybersecurity frameworks.
• Act as a senior workstream lead in large-scale IT implementations and transformation programmes, responsible for delivering hardware rollouts, software upgrades, and end-user enablement across complex and multi-site environments.

Please see full Job Description and Person Specification for full details.

Person specification

Experience

• Significant experience in leading IT Operations across a large, complex healthcare organisation
• Experience in service transition from project delivery to business-as-usual (BAU), including early life support
• Experience in managing and improving ITSM tools, metrics, and dashboards (e.g. Halo, Remedy
• Experience in managing budgets and procurement related to hardware, mobile telephony, and support infrastructure
• Expert level knowledge of ITIL, including Change, Transition, Asset and Incident Management

Skills

• Strong leadership, organisational, and team development skills
• Advanced analytical and problem-solving abilities, including root cause analysis and service performance evaluation
• Skilled in engaging and influencing stakeholders, including clinicians and executive leaders
• Strong verbal and written communication skills, capable of conveying technical issues to non-specialists
• Ability to develop, deliver, and monitor KPIs, SLAs, and service reports aligned to ITIL best practice
• Ability to design, implement, and monitor standard operating procedures and service documentation
• Ability to mentor and develop staff, ensuring inclusive, compassionate leadership

Knowledge

• In-depth knowledge of ITIL-aligned service management and digital operations
• Expert knowledge of NHS clinical systems (e.g. Oracle EPR, SystmOne, ICE) and end-user devices
• Knowedge of NHS digital standards such as DTAC, What Good Looks Like (WGLL), andICS digital objectives
• Understanding of what the NHS Constitution means to you, and your responsibilities to the public, patients and colleagues.
• Understanding of Information Governance and Confidentiality.
• Understanding of NHS Data Security and Protection Toolkit, NIS-D, and other IG/cybersecurity frameworks

Qualifications

• Degree in IT or relevant subject, or equivalent experience
• ITIL Intermidiate Certificates in Transition, Service Operations and Continual Service Improvement
• Cybersecurity or information governance training (e.g. CISMP, ISO 27001 awareness
• Six Sigma

Employer certification / accreditation badges

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.