Team Lead - Operations B7

NHS Scotland; Glasgow; On-site; CAD 90,000 - 119,000; Full time

Benefits offered by this job

NHS Pension Scheme

27 days annual leave

Employee assistance programme

Cycle to Work Scheme

Job summary

NHS Greater Glasgow and Clyde (NHSGGC) is seeking a Service Support Manager to lead IT Service Desk services across NHSGGC and partner organisations. The role combines service leadership with hands-on ServiceNow expertise to improve user experience and support processes, delivering high-quality digital services in a complex NHS environment.

Based at Westward House, the role is full-time and permanent, with shift pattern to be confirmed.

Qualifications

• Significant IT service support or service desk management experience in a complex organisation.
• Strong understanding of IT service management principles and continuous improvement.
• Experience developing operational policies, procedures and support models.
• Excellent communication, stakeholder engagement and teamwork skills.
• Ability to manage competing priorities and maintain high standards of customer service.
• Practical experience using ServiceNow, including IRSM.
• Knowledge of ServiceNow modules and their interaction within a large NHS environment.
• Experience in workflow design, process integration and technical service solutions.
• Good technical understanding of integrations and related technologies.
• Experience interpreting requirements and supporting ServiceNow developments through implementation.
• Experience contributing to ServiceNow implementations, enhancements and platform development.
• Experience working in collaborative, Agile or fast-paced delivery environments.

Responsibilities

• Lead and support the delivery of IT Service Desk services.
• Develop, implement and communicate service support policies, procedures and standards.
• Monitor service performance and drive continuous service improvement.
• Support the introduction of new services and systems through effective support models and processes.
• Manage incidents, requests, escalations and service issues in partnership with internal and external stakeholders.
• Contribute to service reporting, governance and operational planning.
• Shape and improve ServiceNow workflows, processes and user journeys.
• Translate business and user requirements into practical ServiceNow solutions.
• Support the design and implementation of new ServiceNow functionality.
• Collaborate with developers, analysts, architects and technical specialists to deliver digital service improvements.

Skills

ServiceNow

ITIL/ITSM knowledge

Stakeholder engagement

Policy development

Communication skills

Agile delivery experience

Workflow design

Tools

ServiceNow

IRSM

Job description

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included.

The Role

The Service Support Manager will lead the development, delivery and continuous improvement of IT Service Desk services across NHS Greater Glasgow and Clyde and partner organisations. The post combines service leadership with technical expertise, particularly in ServiceNow, to improve user experience, enhance support processes and deliver high-quality digital services. The role involves working closely with operational, technical and business teams to ensure IT support services remain effective, responsive and aligned with organisational priorities.

All roles will be assessed for sponsorship eligibility in line with current Home Office requirements. NHS Greater Glasgow and Clyde (NHSGGC) can only issue a Certificate of Sponsorship (CoS) where these are met.

Duration, Location, and Working Pattern

Full-time, permanent

Shift pattern - to be confirmed

Base location - Westward House

Key Responsibilities

• Lead and support the delivery of IT Service Desk services.
• Develop, implement and communicate service support policies, procedures and standards.
• Monitor service performance and drive continuous service improvement.
• Support the introduction of new services and systems through effective support models and processes.
• Manage incidents, requests, escalations and service issues in partnership with internal and external stakeholders.
• Contribute to service reporting, governance and operational planning.
• Shape and improve ServiceNow workflows, processes and user journeys.
• Translate business and user requirements into practical ServiceNow solutions.
• Support the design and implementation of new ServiceNow functionality.
• Collaborate with developers, analysts, architects and technical specialists to deliver digital service improvements.

Knowledge, training, qualifications and/or experience required to do the job

Essential

• Significant experience in IT service support, service desk management or service delivery within a complex organisation.
• Strong understanding of IT service management principles and continuous improvement.
• Experience developing operational policies, procedures and support models.
• Excellent communication, stakeholder engagement and teamwork skills.
• Ability to manage competing priorities and maintain high standards of customer service.
• Practical experience using ServiceNow, including IRSM.
• Knowledge of ServiceNow modules and their interaction within a large NHS environment.
• Experience in workflow design, process integration and technical service solutions.
• Good technical understanding of integrations and related technologies.
• Experience interpreting requirements and supporting ServiceNow developments through implementation.
• Experience contributing to ServiceNow implementations, enhancements and platform development.
• Experience working in collaborative, Agile or fast-paced delivery environments.

Desirable

• Experience working within the NHS or public sector.
• Knowledge of large-scale digital, eHealth or national service environments.
• Familiarity with service performance reporting, governance and supplier management.
• Experience with wider ServiceNow capabilities, including employee-facing services, cyber, change management and related modules.

What We Offer

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities.

As an NHS Scotland employee, you will be entitled to:

• A minimum of 27 days annual leave, increasing with length of service, plus public holidays
• Membership of the NHS Pension Scheme, including life insurance benefits
• Salary Sacrifice Car Benefit Scheme
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• NHS discounts on a wide range of goods and services
• Confidential employee support and assistance, including counselling and psychological therapies

For An Informal Discussion, Please Contact

Katriona Greig, Lead Service Manager - [e-mail]

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NHS Greater Glasgow and Clyde recognises the importance of work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full-time hours can be accommodated, and where the tenure is listed as "various", we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process.

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ.

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process.

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