IT Service Support Manager

BUPA; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension plan

Life insurance

Annual performance-based bonus

Onsite gyms / local discounts

Job summary

Bupa in London (Cromwell Hospital) is seeking an IT Service Support Manager to lead the IT Service Desk across Cromwell and Diagnostics centres, delivering high-quality, responsive, and customer-focused IT support.

You will manage the desk operations, drive service improvements, monitor SLAs, and collaborate with Infrastructure, Applications and Security teams to maintain clinical system uptime and smooth hospital operations.

Qualifications

• Proven experience managing an IT Service Desk in healthcare or enterprise environments.
• Strong ITIL knowledge and service management tool experience (ServiceNow).
• Excellent leadership, communication and stakeholder management skills.
• Familiarity with clinical systems (EHR, PACS) in healthcare IT.
• ITIL Foundation or higher certification.
• Experience in NHS or private healthcare IT operations.
• Knowledge of cybersecurity and data protection regulations (GDPR, NHS DSPT).

Responsibilities

• Oversee day-to-day IT Service Desk operations and incident/service request resolution.
• Monitor SLA/KPI performance and report to leadership.
• Manage ticket queues, prioritization, and escalation.
• Lead, coach, and develop the service desk team.
• Conduct regular performance reviews and training plans.
• Act as primary point of contact for IT support escalations.
• Collaborate with Infrastructure, Applications and Security teams.
• Identify trends and drive root cause analysis and problem management.
• Implement service improvement initiatives including automation and self-service.
• Maintain documentation, asset records and audit trails for compliance.

Skills

IT Service Desk management

ITIL framework

Leadership

Stakeholder management

Clinical systems familiarity

ITIL Certification

Healthcare IT experience

Cybersecurity knowledge

Tools

ServiceNow

Job description

Job Description:

IT Service support manager

Salary:

From £60,000 DOE

Location

Hybrid working - Minimum 3 days per week at Cromwell Hospital SW5 0TU

Contract type

Permanent

Shift pattern

Full-time - 37.5 hours per week

We make health happen

At Bupa, we're not just a health insurer - we're a health partner. With no shareholders, our focus is always on our customers. We're here to help people live longer, healthier, happier lives - and make a better world.

As a IT Service support manager you will manage the Cromwell & Diagnostics centres IT Service Desk team, ensuring the delivery of high-quality, responsive, and customer-focused IT support services across the hospital. The role is critical in maintaining operational continuity, supporting clinical systems, and driving service improvement.

How you'll help us make health happen:

• Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
• Monitor performance against SLAs and KPIs, and produce regular reports for leadership.
• Manage ticket queues, prioritization, and escalation processes.
• Lead, coach, and develop a team of service desk analysts and technicians.
• Conduct regular performance reviews and training plans to build technical and customer service capabilities.
• Act as the primary point of contact for IT support escalations from clinical, administrative, and executive teams.
• Collaborate with other IT teams (Infrastructure, Applications, Security) to ensure seamless support.
• Identify trends and recurring issues to drive root cause analysis and problem management.
• Implement service improvement initiatives, including automation and self-service tools.
• Ensure adherence to ITIL practices a
• Maintain documentation, asset records, and audit trails for compliance and reporting.

Key Skills / Qualifications needed for this role:

• Proven experience managing an IT Service Desk in a healthcare or enterprise environment.
• Strong understanding of ITIL framework and service management tools (ServiceNow)
• Excellent leadership, communication, and stakeholder management skills.
• Familiarity with clinical systems (e.g., EHR, PACS) and healthcare IT environments.
• ITIL Foundation or higher certification.
• Experience with NHS or private healthcare IT operations.
• Knowledge of cybersecurity and data protection regulations (e.g., GDPR, NHS DSPT)

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa Global in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to ”Be you at Bupa”. We champion diversity and understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role.

We'll make sure you are treated fair and offer reasonable adjustments as part of our recruitment process to anyone that needs them. If you require information regarding this role in an alternative format, please email: [e-mail]

Time Type: Full time

Job Area: IT

Locations: Cromwell Hospital London