Service Practitioner

NHS England; Exeter; On-site; GBP 29,000 - 42,000; Full time

Job summary

NHS England's Digital Operations and Service Management (DOSM) is seeking a Service Practitioner to support the Genomics Service or Single Patient Records (SPR). You will manage day-to-day tasks, participate in design-stage service introductions, and contribute to performance metrics.

The role involves incident, problem, release, capacity, and availability management, plus stakeholder engagement with suppliers and customers. Colleagues with an office base are expected to spend 40% in our offices.

Responsibilities

• Support the design-stage service lifecycle introductions.
• Attend stand-up meetings to discuss tasks and progress.
• Handle day-to-day tasks: incident, problem, release, capacity, availability management.
• Contribute to performance metrics for service improvements.
• Engage stakeholders and manage relationships with suppliers and customers.
• Assist the service manager with remediation for risks, issues and escalations.
• Improve end-user relationships to enhance Service Management understanding.
• Participate in service improvement through sprint-based activity.

Job description

Digital Operations and Service Management (DOSM)

Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of NHS England.

The Technology Digital and Data Directorate 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.

Responsibilities

As a Service Practitioner, you will be joining a Service Management team supporting the Genomics Service or Single Patient Records (SPR). You will be responsible for a broad range of activities that support the service. This includes:

• Being responsible for supporting the team in the introduction of services from the design stage of the service lifecycle
• Attending and contributing to stand‑up meetings to discuss tasks, progress and issues
• Being responsible for the day‑to‑day tasks and activities required to support the ongoing running of the services. This could include taking responsibility, as an individual and as part of the wider team, for incident management, problem management, release management, capacity management, availability management, and business as usual stakeholder engagement.
• Being responsible for contributing to the creation, and subsequent measurement, of performance metrics to address any service improvements.
• Undertaking Stakeholder engagement and management, improving working relationships with the service suppliers and customers
• Being responsible for supporting the service manager with remedial work for service related risks, issues, escalations and stakeholder engagement.
• Being responsible for improving relationships with end users to improve Service Management’s understanding of the service(s).
• Being responsible for participating in service improvement activity through short, sprint based focussed activity.

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 external candidates.

For further details / informal visits contact: Name: Atif Mahmood Job title: Service Manager - Genomics & UDAL Email address: [e-mail]