IT Manager

The IT Manager has overall responsibility for the day-to-day delivery of all PML IT services and the management of the IT team. This is an operational leadership role focused on running a reliable, secure, and well-supported IT function, covering infrastructure, systems, projects, vendors, and user support across multiple PML sites., * Lead, mentor, and develop the IT team, ensuring high performance, professional growth, and a positive, collaborative working environment.

• Conduct regular 1:1s and performance reviews, set and track individual objectives, and agree personal development plans with each team member.
• Manage team capacity and workload allocation, ensuring the right skills are deployed against the right priorities and that workloads are balanced across the team.
• Handle performance, conduct, and capability matters in line with PML HR policies, escalating to the Associate Director where appropriate.
• Chair regular team meetings to share information, coordinate activity, and maintain team cohesion.
• Contribute to the recruitment, onboarding, and retention of IT staff, ensuring new starters receive structured inductions and appropriate system access.
• Provide escalated technical support to the team when necessary and assist with day-to-day workloads during peak periods or absences.
• Identify training needs across the team and arrange appropriate development, particularly in areas such as cybersecurity, networking, and service desk best practice.

Infrastructure and Systems Ownership

• Take full ownership of the IT estate, maintaining an accurate and up-to-date asset register, inventory, and configuration documentation for all hardware, software, and services.
• Operate and maintain robust IT infrastructure and systems that support operational excellence, including servers, networks, firewalls, cloud services, and end-user devices.
• Maintain VPN and other remote access services to ensure cyber security resilience and monitor and report on network activity.
• Implement and maintain a change management process for all infrastructure and system changes, ensuring changes are assessed, approved, tested, and documented before deployment.
• Own and maintain service standards and SLAs for IT service delivery, monitoring system health, uptime, and response times, and reporting on these to the Associate Director.
• Oversee software licensing across the organisation, ensuring compliance and value for money.

Project Management

• Lead IT projects from inception to completion, ensuring they are delivered on time, within budget, and meet organisational needs.
• Maintain a visible pipeline of IT projects and workstreams, tracking progress, risks, and dependencies.
• Coordinate with stakeholders across the organisation and manage expectations to achieve successful project outcomes.

Vendor and Contract Management

• Establish and maintain productive relationships with vendors and service providers, negotiating favourable terms that benefit the organisation.
• Oversee procurement processes to ensure cost-effective and high-quality acquisition of IT resources.
• Manage contract renewals and service reviews for key suppliers, including Microsoft 365 licenses, desktop refresh cycles, and Vodafone contracts.
• Ensure vendors meet their contractual obligations and that service levels are monitored and addressed where they fall short.

User Support and Training

• Provide expert support for complex IT issues, ensuring timely resolution and minimal business disruption.
• Oversee the creation and delivery of IT training programmes, enhancing user skills and productivity.
• Prioritise support for community clinical teams with device and software issues, recognising the direct impact on patient care.
• Monitor helpdesk trends and recurring issues, and take proactive steps to reduce repeat incidents through root-cause resolution and user education.

Stakeholder Management

• Build and maintain effective working relationships with department heads and senior colleagues across PML, acting as the day-to-day face of IT for the organisation.
• Work collaboratively with the Associate Director, IT and Digital Transformation, to ensure operational delivery aligns with strategic direction.
• Liaise with external partners including General Practice IT support providers, NHSmail, and other third-party service providers.

Reporting to the Associate Director

• Report on key processes, systems, and IT performance to the Associate Director, IT and Digital Transformation, on a regular basis.
• Monitor key performance indicators (KPIs) and provide regular assessments and updates, supporting continuous improvement.
• Escalate risks, incidents, and significant issues promptly, with clear summaries and recommended actions.

Disaster Recovery and Business Continuity

• Develop and maintain comprehensive disaster recovery and business continuity plans that minimise downtime and data loss.
• Regularly update and test plans, including backup and restore procedures, to ensure organisational preparedness and resilience.
• Ensure all team members understand their roles within DR and BC plans, and that plans are rehearsed at appropriate intervals.

IT Policy, Compliance, and Security

• Develop and maintain IT policies and procedures that ensure compliance with legal and regulatory standards, safeguarding the organisation.
• Implement and maintain robust cybersecurity measures to protect data integrity and confidentiality, contributing to risk management.
• Ensure the IT team is appropriately trained in cybersecurity practices and that security awareness is promoted across the wider organisation.
• Maintain tight controls over user accounts and access, with regular reviews of Active Directory, user accounts, and permissions.
• Evolve and manage the new Helpdesk System, ensuring it is adopted, effective, and provides useful management data on support performance., The Service Manager provides strategic leadership and authoritative oversight of a complex service portfolio, ensuring that services are resilient, high performing, future-focused, and aligned with organisational priorities. Operating as a senior leader, they are accountable for shaping service strategy, influencing executive decision-making, and ensuring that operational delivery meets the highest standards of quality, compliance, and customer value. The post-holder applies deep technical and organisational expertise to lead transformation, optimise service performance, and drive a culture of excellence across their area of responsibility., * Leads the development of long-term service strategies, ensuring alignment with organisational vision, priorities, and wider corporate plans.
• Acts as a trusted adviser to directors, executives, and senior stakeholders, providing expert insight, risk intelligence, and high-level interpretation of complex operational and sector developments.
• Anticipates future challenges and opportunities, shaping the strategic direction of services to ensure they remain modern, sustainable, and customer-centric.
• Influences company-wide policy, planning, and investment decisions through evidence-based recommendations and authoritative guidance.

Service Delivery Oversight

• Holds end-to-end accountability for the performance, quality, and resilience of services within their service area, ensuring they meet agreed standards and regulatory obligations.
• Provides leadership and direction during high-risk or high-impact incidents, applying advanced problem-solving, judgement, and decision-making.
• Oversees and optimises operational processes, ensuring they are efficient, well-governed, measurable, and continuously improved.
• Ensures services are financially sustainable, delivering value for money and supporting effective budgeting, forecasting, and resource planning.

Policy, Standards & Governance

• Leads the development, implementation, and ongoing refinement of service policies, standards, governance frameworks, and performance measures.
• Ensures consistent organisational compliance with policies and standards, taking ownership of corrective actions and driving continuous adherence.
• Provides assurance to senior leaders on service integrity, governance maturity, and organisational readiness.

Innovation & Continuous Improvement

• Leads innovative ways of working, identifying and implementing new approaches, tools, technologies, and methodologies to improve service quality and efficiency.
• Leads service transformation programmes, ensuring successful delivery, stakeholder adoption, and long-term embedding of change.
• Foster a culture of learning, excellence, and continuous improvement across teams.

Stakeholder Management & Communication

• Develops influential relationships with directors, executives, senior stakeholders, customers, and cross-functional teams to support effective decision-making and collaboration.
• Communicates complex operational or technical concepts in a clear, strategic, and meaningful way tailored to senior audiences.
• Represents the service area at internal and external boards, committees, and strategic forums, promoting organisational priorities and service excellence.

Leadership of People & Teams

• Provides inspirational leadership to managers, team leads, and specialist professionals, setting high expectations and enabling delivery of quality outcomes.
• Leads workforce planning, talent development, and succession planning to build future capability and organisational resilience.
• Models and embeds a positive, inclusive, high-performance culture aligned with organisational values and behaviours.
• Oversees change management and supports teams through transformation.

Risk Management & Assurance

• Leads the identification, assessment, and strategic management of complex, high-level risks across the service area.
• Ensures robust risk mitigation, incident response, and escalation frameworks are in place and consistently applied.
• Provides assurance on regulatory compliance, service resilience, business continuity, and audit readiness.
• Proactively identifies systemic risks and implements preventative measures.

• Degree level or equivalent experience in a relevant field. Essential
• Relevant IT management and cybersecurity certifications (e.g. ITIL, CompTIA, CISMP, PMP). Desirable

Experience

• Managing an IT team, including performance management, development planning, and day-to-day team leadership. Essential
• Running IT operations and infrastructure in a multi-site environment. Essential
• Delivering IT projects on time and within budget. Essential
• Deep expertise in IT infrastructure, systems, and network management, with hands-on familiarity with Microsoft 365, Active Directory, networking, and firewalls. Essential

Skills & Knowledge

• People Management: Leading, mentoring, and developing an IT team. Essential
• Systems Ownership: Asset management, change control, service standards, and operational budgeting. Essential
• Technical Expertise: IT infrastructure including Microsoft 365, Active Directory, cloud services, networking, VPN, and cybersecurity controls. Essential
• Project Management: Leading multiple projects simultaneously with on-time, on-budget delivery. Essential
• Problem-Solving: Analytical and troubleshooting abilities with root-cause analysis focus. Essential
• Communication: Explaining technical concepts to non-technical colleagues and reporting to senior management. Essential
• Organisation: Prioritising competing demands, managing team workload, and maintaining tight controls. Essential
• Stakeholder Management: Building relationships across the organisation and with external suppliers. Essential

Behaviours & Attributes

• Professional Development: Commitment to continuous professional development and staying current with industry trends. Essential
• Resilience and Flexibility: Willingness to provide out-of-hours support during major incidents and assist with workload sharing. Essential
• Mobility: Valid driver’s licence and access to own vehicle for travel to PML sites. Essential, * Degree or equivalent professional experience. Essential
• Relevant professional qualification (e.g., ITIL, CIPD, APM, service management or sector-specific qualification). Desirable
• Evidence of ongoing professional development. Desirable, * Significant experience managing senior-level service operations or complex service portfolios. Essential
• Demonstrated track record of solving complex, high-risk problems using expert judgement. Essential
• Demonstrated ability to develop and execute service strategies aligned with organisational priorities. Essential.
• Strong track record of delivering high-quality services, driving performance improvement, and embedding best practice. Essential
• Experience managing senior stakeholders, building strategic relationships, and influencing executive-level decisions. Essential
• Proven experience in leading teams through change, transformation, and continuous improvement. Essential
• Deep understanding of governance, compliance, risk management, and assurance frameworks. Essential
• Experience managing budgets, resources, and financial planning at a senior level. Essential

Skills & Knowledge

• Strategic thinker with the ability to interpret complex information, forecast future demand, and shape long-term service direction. Desirable
• Exceptional leadership skills with the ability to motivate, inspire, and develop diverse teams. Essential
• Excellent communication and influencing skills, able to distil complex information for senior audiences and drive decision-making. Essential
• Strong analytical, problem-solving, and judgement capabilities, particularly in high-pressure or high-impact scenarios. Essential
• Skilled in process optimisation, continuous improvement methodologies, and driving organisational change. Essential
• Ability to manage competing priorities and operate effectively in ambiguity. Essential

Behaviours & Attributes

• Strategic thinker able to influence at executive level. Essential
• Acts with integrity, professionalism, and sound judgement. Essential
• Proactive, resilient, and adaptable to change. Essential
• Customer-focused mindset with a commitment to service excellence. Essential
• Collaborative and inclusive, building trust and engagement across teams. Essential