Service Delivery Support Analyst

Nhft; Kettering; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Northamptonshire Healthcare NHS Foundation Trust is seeking a motivated Service Delivery Support Analyst to join the Digital Technology Services team. You will help manage incidents, service requests, changes and problems to ensure reliable digital services that support patient care and operational delivery.

With strong analytical and communication skills, you will collaborate with technical teams, stakeholders and suppliers, develop the ITSM platform, and contribute to continuous service

Qualifications

• Strong analytical, organisational and communication skills.
• Experience of IT service management processes.
• Knowledge of ITIL and ITSM tools such as ServiceNow is desirable.

Responsibilities

• Help manage incidents, service requests, changes, problems and major incidents.
• Support and develop the Trust's ITSM platform, service catalogue, workflows, reporting, knowledge base and configuration data.
• Coordinate service management activities and drive service improvements.
• Participation in a 24/7 on-call rota to support restoration of critical services when necessary.

Job description

We are seeking a motivated and customer-focused Service Delivery Support Analyst to join the Digital Technology Services team at Northamptonshire Healthcare NHS Foundation Trust.

This is an exciting opportunity to support the delivery, performance, and continual improvement of IT services across the Trust. Working within the IT Service Management function, you will help manage incidents, service requests, changes, problems, and major incidents, ensuring reliable digital services that support patient care and operational delivery.

You will work closely with technical teams, stakeholders, end users, and suppliers to monitor service performance, coordinate service management activities, and drive service improvements. The role also involves supporting and developing the Trust's ITSM platform, service catalogue, workflows, reporting, knowledge base, and configuration data.

We are looking for someone with strong analytical, organisational, and communication skills, experience of IT service management processes, and a commitment to excellent customer service. Knowledge of ITIL and experience with ITSM tools such as ServiceNow would be desirable.

This role offers an excellent opportunity to develop your career within a forward-thinking digital services team. Participation in a 24/7 on-call rota will be required to support the restoration of critical services when necessary.

Main duties of the job

As a Service Delivery Support Analyst, you will play a key role in supporting the delivery, performance and continual improvement of IT services across Northamptonshire Healthcare NHS Foundation Trust. Working within the IT Service Management team, you will help ensure the effective management of incidents, service requests, changes and problems and major incidents, enabling high-quality digital services that support both clinical and corporate operations.

For further information on the advertised role, please refer to the job description located under the Supporting Documents heading. The full person specification can be accessed under the 'About You' Section of the document.

Working for our organisation

NHFT is an NHS Community and Mental Health Foundation Trust, providing physical, mental health and specialty services in hospital settings and in the community. We provide over 200 services across the county - as well as some specialist services in bordering and nearby counties. We work together with our partners to ensure that everyone who comes through our doors receives compassionate, person-centred care, regardless of their background or circumstances.

NHFT promotes a culture of learning, to improve the care and safety of our patients and colleagues. We have achieved our 'outstanding' rating by encouraging opportunity, innovation, development and growth across our workforce.

At NHFT we believe that work should be rewarded in every sense which is why we are proud to an accredited living wage employer.

We aim to support financial wellbeing and create an environment where are people feel valued and able to thrive.

Detailed job description and main responsibilities

For further information on the advertised role, please refer to the job description located under the Supporting Documents heading. The full person specification can be accessed under the 'About You' Section of the document.

Assessment against application form

• Meets essential criteria against knowledge and experience
• Meets Essential Criteria against behaviours and values
• Meets essential criteria against skills and abilities

Assessment against application form

• Meets desirable criteria against knowledge and experience
• Meets desirable criteria against skills and abilities

We are an equal opportunities employer, which aims to employ a workforce that reflects the diverse communities we serve. We welcome applications from all suitably qualified persons from all backgrounds.

All roles are subject to the home office immigration rules and therefore eligibility must meet certain requirements for any sponsorship to be considered. Please visit the government website for more information regarding eligibility,

At NHFT we support many of our colleagues to work flexibly and we will consider requests for flexible working from day one. For this role, we are open to discussing a range of options including flexible hours, agile/home working, compressed hours and part time hours. Please have a conversation with the recruiting manager about the flexibility you need and we will promise to explore what is possible with you.

Applicants who have a disability and meet the essential criteria for the job will be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

All posts that are engaged in a regulated activity will be subject to a Disclosure and Barring Service (DBS) check and a DBS re-check on a three yearly basis whilst employed in such a role. Staff employed in these posts will therefore be asked to register with the DBS Automatic Update Service upon receipt of their DBS certificate and must update yearly , the annual fee will be reimbursed subject to Trust policy. For further information please visit: DBS Update Service: applicant guide - GOV.UK (www.gov.uk)

Please note if a DBS is applicable for the position then a charge will be deducted from your first salary.

Please note that all new starters to the trustare subject to a probationary period.