Digital Service Delivery Manager
At a glance
- Band
- Band 7
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 24/08/2026
- Closes
- 06/09/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“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.”Quoted verbatim from the source advert
Role summary
This role leads and improves end-to-end end-user support services, including the Service Desk, remote 2nd line support, and on-site field engineering. The manager ensures digital services are safe, reliable, and user-centred by embedding ITIL-aligned processes. They will oversee high-quality support for the Trust's Digital estate, systems, and services, as well as device lifecycle and asset management across a regional multi-site Mental Health Trust.
Key responsibilities
- Lead 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.
- Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums.
- Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change.
- Oversee asset and device lifecycle, ensuring compliance with standards and security policies, and lead and develop staff.
Essential criteria
- Degree in IT, Digital, Information Systems or equivalent relevant experience.
- ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.
- 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.
- 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.
- Strong stakeholder engagement skills.
- Ability to analyse service data and deliver improvements.
- Ability to lead and develop staff.
Useful to know
Agenda for Change 2024/25 pays Band 7 at £46,148 – £52,809 a year, across England.
This advert: £49,387 – £56,515 — outside the standard scale; check for HCAS/London weighting.
Posted 14d ago · Closes in 0d
Applications close soon — apply now if this is a fit.
Full advert · preview
Pennine Care NHS FT
Digital Service Delivery Manager
The closing date is 06 September 2026
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 & Operations Lead 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 Experience Act 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 busines
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