Service Practitioner

NHS England; Exeter; On-site; GBP 42,000 - 62,000; Full time

Job summary

NHS England is seeking a specialist to support the Infrastructure Lifecycle team within the Transformation Directorate. You will help develop and maintain processes for delivering and supporting infrastructure services, publish documentation and contribute to continual improvement, reporting and best practice.

You will liaise with service owners and Technical Operations to ensure effective service delivery, contributing to configuration and asset management and assisting with problem management

Responsibilities

• Develop, maintain and publish processes and procedure documentation covering the delivery and support of infrastructure services according to industry best practice
• Monitoring and reporting on the services delivered by Infrastructure
• Developing and Reporting on Infrastructure performance according to agreed service levels and key performance indicators
• Review and analysis of data from toolsets. Resolving or escalating issues as required
• Liaising with customers, including service owners in other areas of the NHS, to ensure the effective delivery of services
• Assist with wider team activities, including Configuration and Asset management and Continual Improvement management.
• Assist with the development and operation of a problem management function.

Job description

This role is part of the Infrastructure Lifecycle team, within the Technology sub-directorate, in the Transformation Directorate. The successful candidate will be responsible for supporting the development and implementation of processes in the Infrastructure team, maintaining documentation relating to them, while helping with the delivery of continual improvement, reporting, efficiencies and best practice.

The Infrastructure Lifecycle team is responsible for ensuring ITIL disciplines are adopted by the wider organisation, ensuring all Infrastructure services are correctly documented and supported by the wider Infrastructure team. The team maintains relationships with service owners that are 'customers' of the wider Infrastructure team and liaises with the Technical Operations teams as necessary.

You will also be involved in some project work such as the further development of Service Management, Reporting and Monitoring toolsets and support ongoing activities with Configuration and Asset Management.

• Develop, maintain and publish processes and procedure documentation covering the delivery and support of infrastructure services according to industry best practice
• Monitoring and reporting on the services delivered by Infrastructure
• Developing and Reporting on Infrastructure performance according to agreed service levels and key performance indicators
• Review and analysis of data from toolsets. Resolving or escalating issues as required
• Liaising with customers, including service owners in other areas of the NHS, to ensure the effective delivery of services
• Assist with wider team activities, including Configuration and Asset management and Continual Improvement management.
• Assist with the development and operation of a problem management function.

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 announced that 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.

Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.

We cannot offer visa sponsorship for any vacancies.

For further details / informal visits contact: Name: Warren Marsden Job title: Technical Operations Manager Email address: [e-mail]