Service Delivery Manager

NHS; Reading; On-site; GBP 62,000 - 73,000; Full time

Job summary

A leading healthcare provider is seeking a Service Delivery Manager to enhance digital services across the NHS Trust. The role involves supplier management, project planning, and fostering a customer-focused culture, contributing to a truly inclusive digital experience in health and care.

Qualifications

• Proven ability to translate business requirements into delivered solutions.
• Experience managing multiple functions in a clinical IT environment.
• Ability to embrace change and lead a diverse team.

Responsibilities

• Manage relationships with digital suppliers and oversee contracts.
• Ensure continuous improvement of outsourced service desk.
• Lead a culture of customer service within the delivery team.

Skills

Supplier management

Customer focused perspective

Project management

Education

ITIL v4 Service Management Qualification (Expert Level)

Tools

MS Word

MS Excel

MS PowerPoint

MS Visio

Job description

Job summary

The Service Delivery Manager is a key member of the Digital Data &Technology (DDaT) team, adding value for our patients through improvingand developing digital services across the Trust and wider health and care system.

Ensure the service delivery team are an effective component of the Trust's Digital Data & Technology (DDaT) target operating model, working alongside others, delivering continuous overall improvement.

Take a leading role in how key aspects of DDaT operates, supporting the organisation (and the ICS), and enabling innovation and supporting delivery of local, regional and national strategy.

Use expert skills in communications work with external agencies including BOB/ICS/NHSE to align the Trust with ICS and National initiatives and maximise opportunities. The postholder will gain the support of the DCDIO/CDIO and others, to achieve successful collaboration between DDaT and clinical and operational teams.

Using highly developed project and programme planning skills and budgeting experience to ensure that DDaT delivers within the overall Trust's vision.

Provide leadership for direct reports and others across DDaT services.

Ensure that services are supported with consistent, professional and value adding expertise from the Service Delivery and Transitions Manager, and Service Manager and their team.

Main duties of the job

• Foster a culture of 'customer service' across the service delivery team, responding effectively to the needs of the organisation and pro-actively seeking to add value through the exploitation of information and digital solutions.
• Take a leading role in the management of wide range of digital suppliers to the Trust, managing contracts and adherence to standards that are crucial to the effective digital operations of the organisation.
• Establish a new regime of commercial management arrangements for digital and IT suppliers against which the service team can management ongoing relationships. This may include progressive standardisation, defining performance criteria, and measuring and assessing delivery.
• Oversee the work of the Service Delivery and Transitions Manager, in their role facilitating the transition from legacy to newly introduced solutions, with the associated demands of exhaustive testing, assurance and risk management.
• Work with the Service Manager to ensure continuous improvement of the outsourced service desk, so that it better meets customer needs and demonstrates value for money.
• Support the Associate Director of Customer Relations to consider and engage with digital priority objectives in line with the Digital Hospital Committee's "Top Ten" Digital Programmes and the priority Care Group Digital Projects.

This is an excerpt only, please see job description for full details of main duties of the job.

About us

Diversity makes us interesting... Inclusion is what will make us outstanding.

Inequality exists and the journey to eliminate it is not easy. Every step we take will be a purposeful step forward to deliver a truly inclusive culture where all our people are enabled to deliver outstanding care, where background is no barrier, and where everyone can be their authentic self and we truly represent our patient community.

We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where possible. All applicants who have a disability and meet the minimum criteria for the post can opt for a guaranteed interview.

If you need additional help with your application please get in touch by calling the recruitment team on 0118 322 6997 or 0118 322 5342.

Our primary method of communication will be via email. However, if you would prefer to be contacted through a different method, please inform the recruitment team.

Details Date posted

03 June 2025

Pay scheme

Agenda for change

Band

Band 8b

Salary

£62,215 to £72,293 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

193-7245854COR

Job locations

Royal Berkshire NHS Foundation Trust

London Road

Reading

RG1 5AN

Job description Job responsibilities

Please see the attached Job Description for full details and main responsibilities.

If you have any questions, please contact Alan Kennealy-Robinson for further information.

Job description Job responsibilities

Please see the attached Job Description for full details and main responsibilities.

If you have any questions, please contact Alan Kennealy-Robinson for further information.

Person Specification Experience Essential

• Proven Ability to translate business requirements into delivered solutions
• Strong supplier management skills in building, maintain relationships both at a commercial and operational level.
• Proven experience of applying methods and techniques for reporting progress and compliance against agreed standards and business objectives to a range of audiences
• Demonstrating a strong customer focussed perspective that understands the corporate view and maintains the organisation's long- term vision.
• Demonstrable ability to manage a team delivering multiple functions and services in support of specific business objectives within a clinical IT environment.

Desirable

• Experience of driving Behavioural and Cultural change within a team to deliver significant improvement.
• Experience in influencing others and gaining commitment to change, and delivering readiness activities needed to make it successful
• Able to actively support the development of a culture that recognises and promotes equality, values diversity, and actively leads by example in deploying these qualities.
• Effective decision maker.
• Ability to operate effectively in a pressurised environment.

Education, Qualifications and Training Essential

• ITIL v4 Service Management Qualification (Expert Level)
• Proficient user of MS Word, Excel, PowerPoint and Visio.
• Commitment and willingness to undertake on-going training and development.
• Proficient user of MS Word, Excel, PowerPoint and Visio.

Desirable

• Understanding of PRINCE2 methodology
• NHS relevant Management qualification (e.g. inspirational leaders' course, Kings Fund Management course)
• Experience of the OJEU procurement process
• Experience in delivering Commercial IT Solutions to a mixed Client base

Person Specification Experience Essential

• Proven Ability to translate business requirements into delivered solutions
• Strong supplier management skills in building, maintain relationships both at a commercial and operational level.
• Proven experience of applying methods and techniques for reporting progress and compliance against agreed standards and business objectives to a range of audiences
• Demonstrating a strong customer focussed perspective that understands the corporate view and maintains the organisation's long- term vision.
• Demonstrable ability to manage a team delivering multiple functions and services in support of specific business objectives within a clinical IT environment.

Desirable

• Experience of driving Behavioural and Cultural change within a team to deliver significant improvement.
• Experience in influencing others and gaining commitment to change, and delivering readiness activities needed to make it successful
• Able to actively support the development of a culture that recognises and promotes equality, values diversity, and actively leads by example in deploying these qualities.
• Effective decision maker.
• Ability to operate effectively in a pressurised environment.

Education, Qualifications and Training Essential

• ITIL v4 Service Management Qualification (Expert Level)
• Proficient user of MS Word, Excel, PowerPoint and Visio.
• Commitment and willingness to undertake on-going training and development.
• Proficient user of MS Word, Excel, PowerPoint and Visio.

Desirable

• Understanding of PRINCE2 methodology
• NHS relevant Management qualification (e.g. inspirational leaders' course, Kings Fund Management course)
• Experience of the OJEU procurement process
• Experience in delivering Commercial IT Solutions to a mixed Client base

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.

Employer details Employer name

Royal Berkshire NHS Foundation Trust

Address

Royal Berkshire NHS Foundation Trust

London Road

Reading

RG1 5AN

Employer's website

https://www.royalberkshire.nhs.uk/ (Opens in a new tab)

Employer details Employer name

Royal Berkshire NHS Foundation Trust

Address

Royal Berkshire NHS Foundation Trust

London Road

Reading

RG1 5AN

Employer's website

https://www.royalberkshire.nhs.uk/ (Opens in a new tab)