IT Service Delivery Manager

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., * 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.

The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24.

Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £25.70 (standard disclosure) or £46.70 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment.

From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years.

Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa.

This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults’ policy and comply with the Local Safeguarding Children and Adult Board procedures.

Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation.

All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action.

As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence.

If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on 0151 706 4666 at the earliest opportunity to ensure that measures can be put in place to enable your application for this post.

Our statement on modern slavery

We have zero tolerance of slavery and human trafficking and are committed to maintaining and improving systems, processes and policies to avoid complicity in human rights violation and to prevent slavery and human trafficking in our supply chain.

The Trust policies, procedures, governance and legal arrangements are robust, ensuring that proper checks and due diligence are applied in employment procedures to ensure compliance with this legislation. We also conform to the NHS employment check standards within our workforce recruitment and selection practices. This strategic approach incorporates analysis of the Trust’s supply chains and its partners to assess risk exposure and management on modern slavery.

Please note: new entrants to the NHS will commence on the first pay point of the relevant band.

• 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, or demonstrable knowledge and operational experience to an equivalent level
• Highly developed specialist knowledge of IT service management, service operations and customer service delivery acquired through professional training and experience to Master’s degree level or equivalent, or demonstrable knowledge and operational experience to an equivalent level

Desirable criteria

• ITIL Managing Professional, ITIL Strategic Leader or equivalent service management qualification
• Postgraduate qualification in Leadership, Digital Services Management, Business Management or Organisational development, * Advanced knowledge of ITIL, service operations, service governance and continual service improvement
• In-depth understanding of enterprise service management platforms, service reporting and operational analytics
• Knowledge of Microsoft technologies including Microsoft 365, Entra ID, Intune and enterprise support environments
• Knowledge of KPI, SLA, customer experience and service performance management metholdologies

Desirable criteria

• Knowledge of NHS digital services, DSPT requirements and healthcare operational environments
• Knowledge of service automation, AI-Enabled service management and digital experience management

Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria.

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.

We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women’s NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond.

For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women’s Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK’s largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.