Service Practitioner | NHS England

NHS England; Exeter, Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A national healthcare organization in Exeter seeks an individual for a role focused on Digital Operations and Service Management. The position entails managing day-to-day tasks like incident management and stakeholder engagement, ensuring optimal service delivery. Candidates should bring experience in service operations and communication. This role contributes to improving healthcare delivery and supporting the NHS's mission to provide quality services for patients. Note that the role closes for applications on 28 Dec 2025.

Qualifications

• Experience in incident management, problem management, and service delivery.
• Strong stakeholder engagement and communication skills.
• Ability to work collaboratively within a team.

Responsibilities

• Attend stand-up meetings to discuss progress and issues.
• Manage day-to-day tasks to ensure service operations.
• Support service manager with issues and stakeholder management.

Job description

Digital Operations & Service Management Overview

The Digital Operations and Service Management team is responsible for ensuring the high availability and responsiveness of National IT services.

The purpose of Digital Operations and Service Management is to prevent system disruption, but if and when it does - the intent is to restore services with minimal disruption. The purpose is achieved through a combination of proactive and reactive measures.

Core Areas

• 24/7 operations centre / service bridge
• national IT service desks
• service management and operations
• service now delivery and innovation
• specialist technical engineering resolution
• service transition and technical assurance
• Services are delivered to internal customers (product delivery teams), suppliers and NHS organisations.

Role Responsibilities

Examples include:

• 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.
• Being responsible for supporting the team in the introduction of services from the design stage of the service lifecycle.

Our work supports the NHS to deliver high quality services for patients and best value for taxpayers.

Our staff bring expertise across hundreds of specialisms — including clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial — enabling us to design and deliver high-quality NHS services.

Our Leadership and Values

• Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities
• Making the NHS a great place to work, where our people can make a difference and achieve their potential
• Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
• Optimising the use of digital technology, research, and innovation
• Delivering value for money

Earlier this year, the Government announced that NHS England will gradually merge with the Department of Health and Social Care, leading to full integration. The aim is to create a smaller, more strategic centre that reduces duplication and eliminates waste.

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 recruitment process.

You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.

Secondments

Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior to submitting the application.

This advert closes on Sunday 28 Dec 2025