IT Service Manager

We are seeking an experienced and motivated IT Service Manager to join our Digital Services team at a pivotal time of digital transformation.

This is an opportunity to lead the delivery, performance and continual improvement of critical digital services that support patient care and operational delivery across the Trust. You will play a central role in ensuring digital services meet agreed performance standards, whilst supporting the successful transition of major digital programmes, including Electronic Patient Record (EPR) solutions, into business-as-usual operations.

As IT Service Manager, you will provide operational leadership across service management functions including service delivery, service transition, digital major incident management, continual service improvement, stakeholder engagement and supplier management. Working with clinical and operational teams, you will help deliver safe, resilient and effective digital services that directly support frontline healthcare., As IT Service Manager, you will lead the delivery, performance, and continual improvement of digital services across the Trust, ensuring high-quality, reliable support for clinical and corporate systems., * Leading IT service management activities, ensuring services meet agreed performance, availability, and customer satisfaction targets.

• Managing digital Major Incidents, coordinating technical teams and suppliers to restore critical services and minimise disruption to patient care.
• Leading the implementation and continual improvement of ITIL-aligned processes including Incident, Problem, Change, Service Transition, and Service Acceptance Management.
• Leading the operational transition of the Electronic Patient Record (EPR) and other major digital systems into live service, ensuring service readiness, support arrangements, and successful go-live activities.
• Developing strong relationships with clinical, operational, technical, and supplier stakeholders to drive service excellence and continuous improvement.
• Monitoring service performance, identifying risks and opportunities, and implementing improvement initiatives to enhance user experience and operational efficiency.
• Managing supplier relationships and service contracts, ensuring value for money and delivery against agreed service standards.
• Leading, developing, and motivating a team of digital professionals, supporting workforce planning, staff development, and operational resilience.

This role offers an exciting opportunity to shape and improve digital services, play a key role in the Trust’s EPR journey, and help deliver high-quality digital solutions that support exceptional patient care.

• Degree in relevant specialist subject or equivalent experience.
• 5 GCSEs or equivalent including Mathematics and English.
• Current ITIL foundation certificate (or willing to work towards).

Experience:

• Experience of IT Service Management within a medium to large complex organisation.
• Experience of supporting the transition of new or changed services into live operational environments.
• Experience of managing service incidents, service requests, and service performance against agreed SLAs and KPIs.
• Experience of coordinating and resolving major incidents and service disruptions.
• Experience of managing or supervising staff and/or teams, either directly or indirectly.
• Experience of monitoring, analysing, and reporting on service performance.
• Experience of problem management and driving issues through to resolution.

• Experience of delivering high levels of customer service and stakeholder engagement. *, * Degree in relevant specialist subject or equivalent experience.

• 5 GCSEs or equivalent including Mathematics and English.
• Current ITIL foundation certificate (or willing to work towards).

Experience:

• Experience of IT Service Management within a medium to large complex organisation.
• Experience of supporting the transition of new or changed services into live operational environments.
• Experience of managing service incidents, service requests, and service performance against agreed SLAs and KPIs.
• Experience of coordinating and resolving major incidents and service disruptions.
• Experience of managing or supervising staff and/or teams, either directly or indirectly.
• Experience of monitoring, analysing, and reporting on service performance.
• Experience of problem management and driving issues through to resolution.
• Experience of delivering high levels of customer service and stakeholder engagement.