Team Lead - Operations B7

NHS National Services Scotland; Paisley; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Employee Assistance Programme

NHS Pension Scheme

Cycle to Work Scheme

Learning and development opportunities

Enhanced pay for working publicholiays

Job summary

NHS Greater Glasgow and Clyde (NHSGGC) is seeking an experienced Service Support Manager to lead IT Service Desk services across NHSGGC and partner organisations. You will combine service leadership with hands-on ServiceNow expertise to improve user experience and support processes.

Based at Westward House, this full-time, permanent role offers opportunities to shape workflows, manage incidents and guide digital service improvements in a large NHS environment.

Qualifications

• Significant experience in IT service support or service desk management in complex organisations.
• Strong understanding of IT service management 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 customer service standards.
• Practical ServiceNow experience including IRSM and NHS environment familiarity.
• Knowledge of ServiceNow modules and interactions at scale in NHS settings.
• 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 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 policies, procedures and standards.
• Monitor service performance and drive continuous service improvement.
• Support the introduction of new services and systems through effective support models.
• Manage incidents, requests, escalations and service issues with 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 technicians to deliver digital improvements.

Skills

Service management

IT service support

Stakeholder engagement

Communication

Customer service

ServiceNow (IRSM)

ServiceNow modules

Workflow design

Integrations

Agile delivery

Technical service solutions

Collaboration with teams

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

Interested?

If you would like to find out more, we would love to hear from you.

For an informal discussion, please contact:

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

Details on how to contact the Recruitment Service and the Recruitment Process: Information for candidates

This post may close early due to the volume of response. Please submit your application form as soon as possible.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application, but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you, not an AI tool.

NHS Greater Glasgow and Clyde (NHSGGC) 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.

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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