Digital Service Delivery Manager

Job description

Job summary

Lead and continuously improve end-to-end end-user support services - including the Service Desk (1st line), remote 2nd line support and on-site field engineering. To ensure that digital services are safe, reliable and user-centred. Establish, embed and maintain ITIL-aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Ensure high-quality support for the Trust's Digital estate, systems and services, and device lifecycle/asset management across a regional multi-site Mental Health Trust.

Main duties of the job

Service Delivery & OperationsLead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs. Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post-incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.

Stakeholder Engagement & Customer ExperienceAct as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums. Improve customer satisfaction and ensure alignment with clinical and business priorities.

Collaboration & Knowledge ManagementWork with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues. Maintain strong knowledge sharing, SOPs and self-service resources to support first contact resolution.

Process & Governance (ITIL)Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change.

Assets, Security & LeadershipOversee asset and device lifecycle, ensuring compliance with standards and security policies. Lead and develop staff, promoting an inclusive, user-centred culture aligned to NHS values.

About us

We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.

Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We're really proud of our#PennineCarePeopleand do everything we can to make sure we're a great place to work.

All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.

If you come and work for us we will offer a range of benefits and opportunities, including:

• Generous annual leave entitlement for Agenda for Change and Medical and Dental staff.
• Flexible working opportunities to support your work/life balance
• Access to Continued Professional Development
• Involvement in improvement and research activities
• Health and Wellbeing activities and access to an excellent staff wellbeing service
• Access to staff discounts across retail, leisure and travel

Job description

Job responsibilities

To view the detailed job description and main responsibilities, please see the attached job description and person specification.

Job description
Job responsibilities

To view the detailed job description and main responsibilities, please see the attached job description and person specification.

Person Specification

Qualifications

Essential

• Degree in IT, Digital, Information Systems or equivalent relevant experience.
• ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.

Experience

Essential

• Significant experience in IT service delivery or operations management.
• Managing live IT services in a complex organisation.
• Embedding ITIL processes including escalation and major incidents.
• Supplier performance management.
• Driving service improvement using data and user feedback.

Knowledge

Essential

• Sound working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management).
• Understanding of service performance management including KPIs, SLAs, CSI.
• Knowledge of digital service delivery in complex organisations.

Skills

Essential

• Strong stakeholder engagement skills.
• Ability to analyse service data and deliver improvements.
• Ability to lead and develop staff.

Person Specification
Qualifications

Essential

• Degree in IT, Digital, Information Systems or equivalent relevant experience.
• ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.

Experience

Essential

• Significant experience in IT service delivery or operations management.
• Managing live IT services in a complex organisation.
• Embedding ITIL processes including escalation and major incidents.
• Supplier performance management.
• Driving service improvement using data and user feedback.

Knowledge

Essential

• Sound working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management).
• Understanding of service performance management including KPIs, SLAs, CSI.
• Knowledge of digital service delivery in complex organisations.

Skills

Essential

• Strong stakeholder engagement skills.
• Ability to analyse service data and deliver improvements.
• Ability to lead and develop staff.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

Pennine Care NHS FT
Address

Pennine Care Trust Headquarters

225 Old Street

Ashton under Lyne

OL6 7SR

United Kingdom

Employer's website