Live Services Manager

NHS; Manchester; On-site; GBP 53,000 - 61,000; Full time

Job summary

The NHS seeks a passionate Live Services Manager to ensure optimal performance of IT services. This role offers the chance to join a growing team focused on delivering cutting-edge digital solutions. With responsibilities spanning service management and team collaboration, this is a key position that contributes significantly to the organization’s success. Enjoy a supportive and flexible workplace with competitive benefits.

Benefits

Flexible working

Inclusive environment

Qualifications

• Demonstrate experience in service management practices and ITIL processes.
• Proven ability of managing transitions to live services.
• Experience of performance management of teams in IT/Digital functions.

Responsibilities

• Manage live service operations across various platforms ensuring availability and performance.
• Drive the development of service management processes.
• Liaise between projects and operational support for ongoing services.

Skills

Service Level Management

Change/Release Management

Incident Management

Education

ITIL Practitioner / Practice Manager level

Job description

Job summary

Are you a passionate about managing live services and ensuring that end users, customers and IT teams have all the right ingredients in place to launch new systems and functionality?If so we would love to hear from you!

The National Institute for Health and Care Excellence (NICE) is going through an exciting period of change and rapid growth and there could not be a better time to join us.

As Live Services Manager you will play a pivotal role in supporting NICE achieve its ambitions to be an organisation as brilliant as the people in it by delivering stable, cloud first, secure by design, user focused services that improve employee effectiveness.

Interviews will be held on the 18th/19th June 2025.

Main duties of the job

This role is responsible for live service management across multiple platforms and services to ensure service availability, performance and process maturity. The scope includes c. 30 inhouse built services such as the NICE Website, to services enabling internal operational and productivity working like Microsoft 365 and Dynamics.

Building on extensive experience in the area, you will apply control and rigour to the implementation of IT services, supporting the continued availability and effectiveness of IT Services. You will play a key role liaising with teams across NICE providing a bridge between projects/programmes and the operation/support of the ongoing services.

o Drive the development and maturity of service management processes, including incident, problem, change, and configuration managemento Work with teams/functions across NICE to define service support models, service level/ experience level agreements (SLAs/XLAs) and operational level agreements (OLAs)o Work with DIT multi-disciplinary teams to provide assurance and planning expertise for service transitions to live enabling beneficial changes to be made with minimum disruption to IT services.o Chair the DIT Change Advisory Board (CAB) as required; take lead role in managing emergency changes and priority 1 incident management.o Ensure that a programme of continual live service improvement (non-functional) is put in place across the wider service delivery function.

About us

The Digital, Information and Technology (DIT) directorate is a 70 strong team of digital, information and technology professionals. Our digital teams adopt a user centric agile methodology and work in multi-disciplinary teams (MDT) with analytics and insight to develop and maintain NICE's suite of digital and technology services. We play a key role in the implementation of NICE's digital transformation programme. The teams in DIT design, develop and maintain NICE's suite of externally facing digital services including the NICE's website, Clinical Knowledge Summaries and BNF which attract more than 2 million users a month.

The Live Services Manager role sits within the Infrastructure and Operations function which manages cloud and on-premise infrastructure, networks and telephony for NICE as well as the Service Desk.

We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.

Details Date posted

29 May 2025

Pay scheme

Agenda for change

Band

Band 8a

Salary

£53,755 to £60,504 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

907-748

Job locations

Floor 3

Piccadilly Place

Manchester

M1 3BN

Job description Job responsibilities

To be considered for this role, you should be able demonstrate all essential criteria through the entirety of the recruitment process.Please ensure that you demonstrate in your supporting statement how you meet each of the shortlisting requirements individually, providing real life examples of your work.

Please note that applications may be rejected or subject to disciplinary action if evidence of plagiarism is detected. Examples of plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence (AI), as your own.

Please see job description attached for full list of responsibilities.

Job description Job responsibilities

To be considered for this role, you should be able demonstrate all essential criteria through the entirety of the recruitment process.Please ensure that you demonstrate in your supporting statement how you meet each of the shortlisting requirements individually, providing real life examples of your work.

Please note that applications may be rejected or subject to disciplinary action if evidence of plagiarism is detected. Examples of plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence (AI), as your own.

Please see job description attached for full list of responsibilities.

Person Specification Education Essential

• ITIL Practitioner / Practice Manager level or equivalent in relevant government Digital, Data and Technology (DDAT) framework disciplines (eg Service Level Management, Change/ Release, Incident and problem, Availability, Capacity etc) or industry equivalents

Experience Essential

• Experience in implementing change and release management, frameworks and practice

Experience Essential

• Experience of providing assurance to teams transitioning services into live and/or leading service transition to live

Experience Essential

• Experience of line and performance management of small teams within an IT/Digital function and/or matrix management of IT/Digital professionals to achieve business outcomes

Experience Essential

• Experience of management and implementation of ITIL processes enabling effective service management practices

Skills Essential

• Knowledge of how to measure and monitor infrastructure performance, risks and dependencies to support effective identification of live services needs

Person Specification Education Essential

• ITIL Practitioner / Practice Manager level or equivalent in relevant government Digital, Data and Technology (DDAT) framework disciplines (eg Service Level Management, Change/ Release, Incident and problem, Availability, Capacity etc) or industry equivalents

Experience Essential

• Experience in implementing change and release management, frameworks and practice

Experience Essential

• Experience of providing assurance to teams transitioning services into live and/or leading service transition to live

Experience Essential

• Experience of line and performance management of small teams within an IT/Digital function and/or matrix management of IT/Digital professionals to achieve business outcomes

Experience Essential

• Experience of management and implementation of ITIL processes enabling effective service management practices

Skills Essential

• Knowledge of how to measure and monitor infrastructure performance, risks and dependencies to support effective identification of live services needs

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details Employer name

NICE – The National Institute for Health and Care Excellence

Address

Floor 3

Piccadilly Place

Manchester

M1 3BN

Employer's website

https://www.nice.org.uk/ (Opens in a new tab)

Employer details Employer name

NICE – The National Institute for Health and Care Excellence

Address

Floor 3

Piccadilly Place

Manchester

M1 3BN

Employer's website

https://www.nice.org.uk/ (Opens in a new tab)