IT Service Delivery Manager

Job description

Job responsibilities

Provide strategic and operational leadership for the delivery of high-quality, customer-focused IT Support Services, ensuring service levels are met and continuously improved.

Define, negotiate, and monitor IT service provision with Trust Operational Managers, ensuring alignment to clinical, operational, and digital strategies.

Lead and performance manage the IT Support and Service Desk functions ensuring responsive, efficient, and user-focused delivery of 1st and 2nd line services.

Oversee the lifecycle of user access and system account provisioning, including integration with clinical systems such as Oracle EPR, SystmOne, ICE, and ESR, ensuring compliance with governance and audit requirements.

Manage delegated budgets related to IT equipment and telephony including the mobile phone estate, billing, and hardware lifecycle. Ensure efficient and fair usage aligned with financial controls.

Develop, implement, and maintain policies, standard operating procedures (SOPs), and guidelines that govern IT support functions, ensuring alignment with broader digital governance, data protection, and cybersecurity frameworks.

Act as a senior workstream lead in large-scale IT implementations and transformation programmes, responsible for delivering hardware rollouts, software upgrades, and end-user enablement across complex and multi-site environments.

Please see full Job Description and Person Specification for full details.

Person Specification

Experience

• Significant experience in leading IT Operations across a large, complex healthcare organisation
• Experience in service transition from project delivery to business-as-usual (BAU), including early life support
• Experience in managing and improving ITSM tools, metrics, and dashboards (e.g. Halo, Remedy
• Experience in managing budgets and procurement related to hardware, mobile telephony, and support infrastructure
• Expert level knowledge of ITIL, including Change, Transition, Asset and Incident Management

Skills

• Strong leadership, organisational, and team development skills
• Advanced analytical and problem-solving abilities, including root cause analysis and service performance evaluation
• Skilled in engaging and influencing stakeholders, including clinicians and executive leaders
• Strong verbal and written communication skills, capable of conveying technical issues to non-specialists
• Ability to develop, deliver, and monitor KPIs, SLAs, and service reports aligned to ITIL best practice
• Ability to design, implement, and monitor standard operating procedures and service documentation
• Ability to mentor and develop staff, ensuring inclusive, compassionate leadership

Knowledge

• In-depth knowledge of ITIL-aligned service management and digital operations
• Expert knowledge of NHS clinical systems (e.g. Oracle EPR, SystmOne, ICE) and end-user devices
• Knowedge of NHS digital standards such as DTAC, What Good Looks Like (WGLL), and ICS digital objectives
• Understanding of what the NHS Constitution means to you, and your responsibilities to the public, patients and colleagues.
• Understanding of Information Governance and Confidentiality.
• Understanding of NHS Data Security and Protection Toolkit, NIS-D, and other IG/cybersecurity frameworks

Qualifications

• Degree in IT or relevant subject, or equivalent experience
• ITIL Intermidiate Certificates in Transition, Service Operations and Continual Service Improvement
• Prince 2 Practitioner

• Cybersecurity or information governance training (e.g. CISMP, ISO 27001 awareness
• Six Sigma

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

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. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Bradford Teaching Hospitals NHS Foundation Trust

Address

Bradford Royal Infirmary

Bradford

BD9 6RJ

United Kingdom

Employer's website

https://www.bradfordhospitals.nhs.uk