Senior Service Manager

NHS England; Exeter; On-site; GBP 65,000 - 90,000; Full time

Job summary

NHS England is seeking an experienced Operations Manager for the Genomics service within the Digital Operations and Service Management (DOSM) team. You will oversee operational service management, ensuring safety, resilience and alignment with national standards across genomics infrastructure and data services.

You will work closely with the Service Manager and cross-functional teams to handle incidents, changes and transitions, monitor performance, and drive ongoing service improvements to meet

Qualifications

• Experience in service management of health IT or Genomics services preferred.
• Ability to manage incidents, problems, changes and transitions.
• Proven track record in driving continual service improvement.

Responsibilities

• Lead the operational service management of the Genomics service, ensuring safety, resilience and alignment with NHS England standards.
• Work with the Service Manager on day-to-day operations, with clear ownership and escalation routes.
• Manage incident, major incident, problem, change and service transition processes for the Genomics service.
• Ensure Genomics capabilities are operationally ready, with support models, documentation, monitoring and reporting.
• Monitor service performance against measures, identify risks and trends, and improve outcomes.
• Drive continual service improvement and ensure recurring issues are addressed.
• Collaborate with product, delivery, technical, clinical, commercial and supplier teams to manage risks and resolve issues.
• Ensure Genomics service meets user, clinical and operational needs.

Skills

Service management

Incident management

Change management

Continuous improvement

Stakeholder collaboration

Job description

Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of the new NHS England.

The Technology Digital and Data Directorate vision is to deliver the best care and outcomes for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered.

DOSM operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system.

Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We coordinate complex operational activities across environments, teams and organisations in order to achieve this.

• Lead the operational service management of the Genomics service, ensuring it is safe, resilient, effective and aligned to NHS England service management standards.
• Work closely with the Service Manager on day-to-day operational service management, ensuring clear ownership, governance and escalation routes are in place.
• Manage incident, major incident, problem, change and service transition processes for the Genomics service.
• Ensure new and changed Genomics capabilities are operationally ready, with appropriate support models, documentation, monitoring and reporting in place.
• Monitor service performance against agreed measures, identifying risks, trends and areas for improvement.
• Drive continual service improvement, ensuring lessons learned are embedded and recurring issues are addressed.
• Work collaboratively with product, delivery, technical, clinical, commercial and supplier teams to manage service risks and resolve issues.
• Ensure the Genomics service continues to meet user, clinical and operational needs.

NHS England has a wide range of statutory functions, responsibilities and regulatory powers. These are focused on supporting the wider NHS to deliver high quality care, as well as doing those things that are best done once for the whole NHS.

Our staff bring expertise across clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial specialisms — enabling us to design and deliver high-quality NHS services.

In March 2025, the Government announced that NHS England and the Department of Health and Social Care will increasingly merge functions, ultimately leading to NHS England being fully integrated into the department.

If you currently work within the NHS and if successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR). This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the process.

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in our offices.

Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.

We cannot offer visa sponsorship for any vacancies.

For further details / informal visits contact: Name: Robert Marsh Job title: Head of Service Management Email address: [e-mail]