Service Manager
Job summary
Digital Operations and Service Management (DOSM) sits within the Technology, Digital and Data Directorate of the new NHS England, which has brought together Health Education England, NHS Digital, NHS England and NHS Improvement into one single organisation. The Technology, Digital and Data Directorate vision is to deliver the best care, and outcomes, for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered.
DOSM operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system.
Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We co - ordinate complex operational activities across environments, teams and organisations in order to achieve this.
Main duties of the job
As a Service Manager within one of our teams, you could be involved in a wide array of tasks to support in this activity. Examples include, monitoring service delivery against service level agreements, ensuring incidents are managed in accordance with agreed procedures, effectively managing a team ensuring they are provided with the necessary direction, support and guidance, engaging proactively and effectively with a wide range of stakeholders, ensuring products meet service acceptance criteria and implementing change and continual service improvements
About us
NHS England has a wide range of statutory functions, responsibilities and regulatory powers. These are focused on supporting the wider NHS to deliver high quality care, as well as doing those things that are best done once for the whole NHS.
Our staff bring expertise across clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial specialisms -- enabling us to design and deliver high-quality NHS services.
In March 2025, the Government announced that NHS England and the Department of Health and Social Care will increasingly merge functions, ultimately leading to NHS England being fully integrated into the department.
If you currently work within the NHS and if successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR).This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the process.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in our offices.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
We cannot offer visa sponsorship for any vacancies.
Job description
Job responsibilities
You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.
Important: Please be aware there are residency requirements you need to meet:
All NHS England Technology personnel must hold Security Clearance (SC) level as a minimum.To meet National Security Vetting requirements, SC clearances require 5 years continuous UK residency. In certain cases, this can be reduced to three years continuous UK residency, with additional overseas checks for the previous two years.
Candidates who were posted abroad for service with HM Government, Armed Forces or within a UK government role - will still be considered.
Please make sure you meet these requirements before applying for this role.You dont need to have SC already, however, failure to achieve the requirements SC after offer, will result in the job offer being withdrawn.
For further advice please check https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#security-check-sc or contact england.securityvetting@nhs.net.
Person Specification
Knowledge & Experience
- Possesses knowledge of techniques and approaches that can be used to deliver value, such as Agile, DevOps and Lean
- Evidences an understanding of managing products and services across the lifecycle
Skills
- Evidence of Service level management experience
- Evidence experience of Service Acceptance
- Evidences experience of Incident management
- Evidence of Supplier management
Interpersonal Skills
- Provides evidence of (team) Performance management
- Provides direction, support and guidance as necessary, in line with individuals' skills and abilities.
- Supervises individuals and teams.
- Acts to facilitate effective working relationships between team members
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.
Employer details
Employer name
NHS England
Address
Wellington Place - Leeds & Hexagon House - Exeter
Leeds/Exeter
LS1 4AP
United Kingdom
Employer's website
https://www.england.nhs.uk/about/working-for/