IT Service Management Coordinator

NHS; Reading; Hybrid; GBP 45,000; Full time

Job summary

A leading independent provider of NHS services is seeking an IT Service Management Coordinator. This role involves managing core IT Service Management practices and ensuring compliance with ISO/IEC 20000. The position offers a salary up to £45,000 and includes a hybrid working model. Responsibilities include overseeing change processes, chairing CABs, and supporting project management activities. Applicants should have proven experience in IT Service Delivery and relevant certifications. The role is primarily on-site in Reading, UK.

Benefits

Company pension scheme

25 days annual leave plus public holidays

Extensive wellbeing and lifestyle benefits

Discounts on shopping and leisure activities

Support for professional development

24/7 employee assistance helpline

Qualifications

• Proven experience in IT Service Delivery/ITSM covering Change & Problem Management.
• Hands-on exposure to CMDB/ITAM and asset record governance.
• Track record managing projects and service transitions into BAU.
• Familiarity with ISO/IEC 20000 frameworks and audit processes.

Responsibilities

• Own the end-to-end change process to minimise risk and service disruption.
• Chair/coordinate the CAB and eCAB ensuring robust risk assessment and plans.
• Establish proactive and reactive problem management with trend analysis.
• Support the Project Delivery Team with project management activities.

Skills

Change Management

Problem Management

Asset Records Management

Project Management

Education

ITIL 4 Foundation or above

ISO/IEC 20000 Foundation or above

PRINCE2 (desirable)

Job description

Practice Plus Group is the UK’s leading independent provider of NHS services to patients in secure environments (prisons, immigration removal centres) and non‑custodial services, as well as Integrated Urgent Care (NHS 111, out‑of‑hours, Clinical Assessment Centres).

Job Summary

We are recruiting an IT Service Management Coordinator to support the wider IT team. This newly created role leads core IT Service Management Practices including Change Management, Problem Management, Asset Records Management and Project Management, while ensuring compliance with ISO/IEC 20000 and providing procurement support for IT services. The role drives stability, governance and continuous improvement to enable reliable delivery aligned with business outcomes.

Hours: Monday – Friday 08:30 – 17:00 (Hybrid working possibility). Salary: Up to £45,000 depending on experience.

How we support you

• Robust induction programme
• Career coaching conversations to support personal and professional growth
• Access to a bespoke Learning Management System and higher‑learning/training opportunities
• Legal right to work in the UK required; offers subject to additional vetting and security checks

Main Duties

• Own the end‑to‑end change process (standard, normal, emergency) to minimise risk and service disruption
• Chair/coordinate the CAB and eCAB; ensure risk assessment, impact analysis and back‑out plans are robust
• Establish proactive and reactive problem management, including trend analysis, root cause analysis and corrective/preventive actions
• Maintain documented root cause, known errors and workarounds
• Support the Project Delivery Team with project management activities and lead on projects as appropriate
• Define scope, timelines, budget, RAID logs and stakeholder communications; manage third‑party dependencies
• Maintain policies, procedures and evidence aligned to ISO/IEC 20000 requirements

Benefits

• Company pension scheme
• 25 days annual leave (increasing with service up to 28 days), plus public bank holidays
• Extensive wellbeing and lifestyle benefits
• Discounts on shopping and leisure activities
• Support for professional development and career progression
• 24/7 employee assistance helpline and financial assistance

Qualifications & Experience

• Proven experience in IT Service Delivery/ITSM, covering Change & Problem Management
• Hands‑on exposure to CMDB/ITAM and asset record governance; experience with discovery and reconciliation
• Track record managing projects and service transitions into BAU
• Familiarity with ISO/IEC 20000 frameworks and audit processes
• Certifications: ITIL 4 Foundation or above; ISO/IEC 20000 Foundation or above; PRINCE2 – desirable

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.

Employer details

Employer name: Practice Plus Group

Address: 1330 Arlington Business Park, Theale, Reading, West Berkshire, RG7 4SA

Website: https://practiceplusgroup.com/our-jobs/join-our-team/