Service Delivery Manager

Sirona-Care-; Yate; On-site; GBP 38,000 - 56,000; Full time

Benefits offered by this job

NHS Pension Scheme

27+ days annual leave

Job summary

Sirona care & health, the NHS-adjacent provider of community services, seeks a Digital Service Delivery Manager to lead the Service Desk and Desktop Support teams across Bristol, North Somerset or South Gloucestershire. Promote ITIL practices, oversee incident prioritisation, and drive service improvements within the Digital Operations function.

You will build relationships with clinical and corporate managers to align digital services with their needs and ensure high-quality user support in a

Qualifications

• Experience diagnosing and resolving desktop problems.
• Ability to analyse and prioritise complex problems, proposing detailed solutions, testing systems, offering guidance to junior staff.
• Experience in NHS digital teams.
• Knowledge of network infrastructure.
• Experience with enterprise-wide rollout.
• Experience migrating from one operating system to others.
• Ability to document procedures and reports.
• Strong communication at all levels, including non-technical staff.

Responsibilities

• Manage and motivate the Service Desk and Desktop Support teams to deliver high service levels.
• Lead Service Desk and Desktop Team leaders to ensure quality service delivery.
• Serve as account manager for Digital Operations across Sirona, coordinating with leads.
• Embed ITIL processes into daily routines for IT service delivery.
• Lead the ITIL Continuous Service Improvement Programme.
• Support teams with in-depth problem solving.

Skills

Independent work

Desktop troubleshooting

Problem analysis

Documentation

Effective communication

NHS digital teams experience

Network infrastructure

Enterprise-wide rollout

OS migration

Education

ITIL Foundation v3 or v4

Job description

Please note that if you apply for a position with Sirona care & health, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac Account and email accounts.

We reserve the right to close this vacancy early if sufficient applications are received prior to the advertised closing date.

Job overview

The Digital Service Delivery Manager manages the Service Desk and Desktop Support Teams to ensure the highest quality of service possible with the resources available is delivered to our users. Ensure calls are prioritised in line with the Service Level Agreement. Produce and monitor Service Level Reports and elevate any issues that might prevent the teams from meeting the Service Level Agreement.

Our support teams are the front line for all Digital Services so this role is critical to ensuring the smooth and effective running of these critical teams.

You will also build key relationships with corporate and clinical managers to understand their services and how digital can help them.

Main duties of the job

• To manage and motivate the Service Desk and Desktop Support teams and to deliver the highest possible level of service
• Manage Service Desk and Desktop Team leaders to delivery a quality service
• Perform an account management role for Digital Operations across Sirona liaising with service delivery leads to maintain good dialogue and understanding of their requirements and issues.
• Embed Sirona ITIL processes and procedures into the team's daily routine, to ensure Sirona benefit from the implementation of industry best practise for IT service delivery.
• Lead the ITIL Continuous Service Improvement Programme
• Support the teams with in depth problem solving

Working for our organisation

Ever dreamt about a career that sparks excitement and fosters your professional growth? Picture yourself waking up eager to make a real difference in our community, surrounded by teams who value your unique ideas.

We are Sirona care & health – England’s largest provider of Adult’s and Children’s Community Services and we’d love for you to join us in Bristol, North Somerset or South Gloucestershire.

Agenda for Change Salary, full NHS benefits, 27+ days’ annual leave, and participation in the NHS Pension Scheme – just a glimpse of the benefits you’ll receive.

We welcome and encourage all applicants. We are committed to having a workforce that reflects the communities we support and are proactively seeking to improve the diversity of our workforce. We know diversity fosters creativity and innovation.

We are committed to equality of opportunity, to being fair and inclusive, and to being a place where all belong. We aim to draw upon the widest possible range of views and experiences to meet the changing needs of our colleagues, partners and communities we serve.

Whether you're starting your journey in healthcare, looking for a fresh challenge within the NHS, or contemplating a career change, don't be daunted by the prospect of something different – we create development opportunities for all our colleagues and apprentices.

Detailed job description and main responsibilities

Person specification

Skills, Experience, Knowledge

• Ability to work independently and under pressure
• Experience of diagnosing and resolving desktop problems
• The ability to analyse and prioritise complex problems, proposing detailed solutions, testing systems, offering advice and guidance to junior staff and colleagues. The ability to diagnose problems and take action to remedy.
• Ability to accurately produce and maintain documentation, written procedures and reports.
• Be able to communicate effectively at all levels, both orally and in writing with both internal and external contacts. Able to communicate difficult or complex technical concepts to non-technical staff.
• Previous NHS digital teams experience
• Network infrastructure support and understanding
• Experience of enterprise-wide roll out
• Experience of migrating from one operating system to others

Qualifications & Training

• ITIL Foundation v3 or v4

Employer certification / accreditation badges

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