IT Service Delivery Manager

Liverpool University Hospitals NHS Foundation Trust; United States; Hybrid; USD 114,000 - 141,000; Full time

Job summary

Liverpool University Hospitals NHS Foundation Trust is seeking an experienced Service Delivery Manager to provide strategic and operational leadership of Digital Service Delivery across the UHL Group.

You will ensure safe, high-quality IT services across hospital sites, govern ITIL-aligned processes, and drive performance, resilience, and continuous improvement to support patient care and NHS digital ambitions.

Qualifications

• Significant experience leading a large-scale IT Service Desk and ITSM function within a complex organisation.
• Experience managing incident, problem, change, request, configuration and service level management processes within enterprise service management environments.
• Experience managing ITSM platforms such as ServiceNow, or equivalent enterprise service management technologies.
• Experience analysing highly complex service delivery issues and resolving operational challenges where there may be multiple competing solutions.

Responsibilities

• Provide strategic leadership for IT Service Management across the UHL Group, ensuring alignment to organisational and national digital priorities.
• Lead the development and implementation of ITIL-aligned service management processes, ensuring consistent and safe service delivery.
• Oversee multi-site digital service operations, ensuring performance against SLAs, KPIs, and clinical safety requirements.
• Establish governance frameworks for service delivery, including incident, change, problem, and service continuity management.
• Drive continuous service improvement through data-driven insights, automation, and innovation.
• Lead and manage large, multi-disciplinary teams, ensuring workforce capability and resilience.
• Ensure effective supplier and contract management, delivering value for money and high-quality services.
• Provide expert advice to senior stakeholders, influencing digital service delivery strategy.
• Ensure digital services comply with all regulatory, information governance, and cybersecurity requirements.
• Support delivery of Group-wide digital programmes and transformation initiatives, prioritising flexible working arrangements.

Job description

The Service Delivery Manager provides strategic and operational leadership of Digital Service Delivery across the UHL Group, ensuring the consistent, safe, and high-quality provision of digital services across all hospital sites. The post holder is accountable for the performance and continuous improvement of enterprise IT Service Management (ITSM) aligned to ITIL, ensuring digital services are resilient, responsive, and clinically safe, directly supporting patient care and operational effectiveness across a complex multi-site environment. The role operates at Group level within the Technology portfolio, leading large, multi-disciplinary teams and holding responsibility for service governance, performance and service transformation. The post holder will define and implement service delivery strategies aligned to the Group Digital Services Target Operating Model, ensuring the delivery of standardised, scalable and interoperable services that underpin the Group Strategy and NHS digital ambitions, including the transition toward fully integrated digital healthcare and a Single Patient Record., The post holder will lead the end-to-end design, standardisation, and operation of IT Service Management across the UHL Group, ensuring consistency of service delivery across sites while maintaining local responsiveness. This includes embedding ITIL-aligned practices (incident, change, problem, service level management) and ensuring service reliability for critical clinical and operational systems, where failure would directly impact patient safety. Success in this role requires driving service maturity and continuous improvement, utilising performance data, automation, and digital self-service capabilities to improve user experience and operational efficiency. The role aligns with national expectations for digital services to be user-centred, resilient, and interoperable, supporting the wider transition to digitally enabled care. The post holder will act as a senior leader within Group Digital Services, influencing clinical and operational stakeholders, and ensuring that digital service delivery supports the Group Strategy's ambition to improve outcomes, reduce variation, and enable integrated care pathways across the Liverpool health economy.

Responsibilities

• Provide strategic leadership for IT Service Management across the UHL Group, ensuring alignment to organisational and national digital priorities
• Lead the development and implementation of ITIL-aligned service management processes, ensuring consistent and safe service delivery
• Oversee multi-site digital service operations, ensuring performance against SLAs, KPIs, and clinical safety requirements
• Establish governance frameworks for service delivery, including incident, change, problem, and service continuity management
• Drive continuous service improvement through data-driven insights, automation, and innovation
• Lead and manage large, multi-disciplinary teams, ensuring workforce capability and resilience
• Ensure effective supplier and contract management, delivering value for money and high-quality services
• Provide expert advice to senior stakeholders, influencing digital service delivery strategy
• Ensure digital services comply with all regulatory, information governance, and cybersecurity requirements
• Support delivery of Group-wide digital programmes and transformation initiatives, The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working.

Requirements

• Significant experience leading a large-scale IT Service Desk and ISTM function within a complex organisatio0n
• Experience managing incident, problem, change, request, configuration and service level management processes within enterprise service management environments
• Experience managing ISTM platforms such as ServiceNow, or equivlaent enterprise service management technologies
• Experience analysing highly complex service delivery issues and resolving operational challenges where there may be multiple competing solutions

Desirable criteria

• Experience within a large NHS organisation or integrated healthcare environment
• Experience leading service transformation programmes involving automation, self-service and digital maturity improvements, Ability to communicate highly complex, sensitive or contentious information to senior stakeholders and large groups
• Advanced analytical and judgement skills involving intepretation and resolution of highly complex service delivery issues
• Ability to formulate service plans, operational strategies and improvement programmes across multiple teams and services
• Strong leadership, influencing and stakeholder management skills with the ability to drive organisational change and service improvement

Desirable criteria

• Board level presentation and reporting experience
• Supplier management and commercial negotiation expertise, Degree in Information Technology, Digital Services, Computer Science, Service Management or related discipline,