Service Management Practitioner | Arden and GEM Commissioning Support Unit

NHS Arden and GEM Commissioning Support Unit; Leicester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading health services organisation in Leicester is seeking a Service Management Practitioner to deliver effective service management across multiple systems. The role involves managing a team, ensuring high-quality user support, and administering incident management processes. Candidates should ideally have experience in service management and a commitment to NHS values. This position offers a unique opportunity to contribute to improving health outcomes in the community.

Responsibilities

• Deliver effective and competent Service Management for multiple systems and applications.
• Work with Helpdesk Assistants, Team Leaders, and Service Management Analysts.
• Support the Service Manager in delivering efficient user support.
• Deliver oversight for problem, change, incident, and service request management.

Job description

Overview

We are seeking a skilled and motivated Service Management Practitioner to join the Systems, Applications, and Reporting team within the Business Intelligence function, Data & Systems. This role calls for someone with a passion for delivering exceptional service and a commitment to excellence. You\'ll be part of a dynamic team working to drive impactful outcomes and support our mission.

The Service Management Practitioner is responsible for overseeing the daily operations of the service, ensuring that users and business teams receive the support they need. This role includes representing the team to stakeholders, monitoring service performance to ensure timely resolution of tickets, and driving continuous improvement. The Service Management Practitioner also acts as a key liaison between the end users and Service Desk, 2nd/3rd Line Teams and the wider business.

Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.

Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.

With offices throughout the Midlands, North, West and South East we cover a core geographic patch that extends to Greater Manchester in the north and Essex in the south. Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.

We provide real value to our customers by working at scale, creating the synergies and innovation that ultimately drives improved patient outcomes and makes commissioning resources work harder.

Responsibilities

• Deliver an effective and competent level of Service Management for multiple systems and applications and consistently deliver a user focused service which promotes excellent customer service and effective working relationships.
• Work with a team consisting of Helpdesk Assistants, Team Leaders and Service Management Analysts, including line management, dealing with difficult situations, organising workloads and effectively managing escalations.
• Support the Service Manager and Head of Service in delivering efficient user support, ensuring that the team\'s workstream is planned and managed effectively, accurately and in a timely manner.
• Deliver oversight for problem, change, incident, service request management, jeopardy processes, and active management of major incidents (creating major incident reports, liaising with the Service Desk, chairing calls with relevant stakeholders to reach quick resolution, conducting post incident reviews).

The Service Management Practitioner is responsible for ensuring effective and efficient delivery of services, representing the team to other stakeholders, and helping to ensure that the services are delivered effectively, efficiently and in alignment with the SLA whilst constantly developing and improving the service. The post holder will monitor operations to ensure KPIs and SLAs are adhered to.

This advert closes on Monday 15 Sep 2025