Service Manager

NHS England; Leeds; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

NHS England in Leeds is seeking a Senior Service Manager to lead Safe, resilient SPR operations and align with service management standards. You will coordinate with Service Managers on daily operations, governance, and escalation, while managing incidents, changes and service transitions.

You will ensure new capabilities have ready support models, monitoring and documentation, and you will collaborate with clinical, delivery, product, and supplier teams to meet patient safety and data quality

Qualifications

• Experience leading SPR operations and service management standards.
• Ability to manage incidents, changes and supplier performance.
• Strong cross-functional collaboration with clinical and commercial teams.

Responsibilities

• Lead SPR operations aligned with service management standards.
• Work with Service Managers on daily operations, governance and escalation.
• Manage incidents, problems, changes and service transitions.
• Ensure support models, docs, monitoring and escalation for new capabilities.
• Monitor service measures, risks and improvement opportunities.
• Govern supplier/contract obligations and performance issues.
• Report service health, risks, incidents and improvements for governance.
• Capture lessons to improve quality and reduce recurring issues.
• Collaborate with product, delivery, technical, clinical and supplier teams.
• Meet user and clinical needs, prioritising safety and data quality.
• Help scale SPR governance across NHS England and wider health and care.

Skills

SPR operations leadership

Incident & problem management

Supplier governance & contract mgmt

Cross-functional collaboration

Job description

Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of NHS England. The Technology Digital and Data Directorate's 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. As a Senior Service Manager, you will manage suppliers against targets, identify contract negotiation constraints and opportunities, ensure agreed service levels and corrective action, support change and continuous improvement, implement supplier improvements and develop your team for optimum performance. Single Patient Record (SPR) duties:

• Lead safe, resilient, secure SPR operations aligned with NHS England service management standards.
• Work with Service Managers on daily operations, ownership, governance and escalation.
• Manage incidents, major incidents, problems, changes, releases and service transition.
• Ensure new/changed capabilities have ready support models, documentation, monitoring, reporting and escalation.
• Monitor agreed service measures, risks, trends and improvement opportunities.
• Govern supplier/contract obligations, responsibilities, performance issues, risks and escalations.
• Report service health, performance, risks, issues, incidents, changes and improvements for governance.
• Capture and embed lessons to improve quality and reduce recurring issues.
• Collaborate with product, delivery, technical, clinical, commercial and supplier teams on risks, issues and decisions.
• Meet user, clinical and operational needs, prioritising patient safety, resilience, data quality and user experience.
• Help develop and implement frameworks, controls and governance to scale and adopt SPR across NHS England and wider health and care.

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 announcedthat 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.