IT Service Management Coordinator

Practice Plus Group; Reading; Hybrid; GBP 45,000; Full time

Job summary

A leading independent healthcare provider is looking for an IT Service Management Coordinator to support their IT team. This role involves leading core IT Service Management practices, including Change and Problem Management, and ensuring compliance with ISO/IEC 20000. The position offers a salary of up to £45,000 and a hybrid working model, with an emphasis on stability and continuous improvement. Strong experience in IT Service Delivery and relevant certifications are required.

Benefits

Company pension scheme

25 days annual leave

Wellbeing and lifestyle benefits

Discounts on shopping and leisure activities

24/7 employee assistance helpline

Qualifications

• Proven experience in IT Service Delivery/ITSM.
• 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.
• Chair and coordinate change advisory boards.
• Establish proactive and reactive problem management.
• Support project management activities and lead on projects.
• Maintain policies and procedures aligned to ISO/IEC 20000.

Skills

IT Service Delivery

Change Management

Problem Management

Project Management

ISO/IEC 20000

Education

ITIL 4 Foundation

ISO/IEC 20000 Foundation

PRINCE2

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/