Digital Service Delivery Manager
Pennine Care NHS FT
Ashton under Lyne, OL6 7SR
Salary
£49,387 to £56,515
Contract
Permanent
Hours
Not specified
Closing date
6 September 2026
6 days left
Job description
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 ...
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.
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
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.
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
24 August 2026
Last checked
26 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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