Service Practitioner
Job summary
This role is part of the Infrastructure Lifecycle team, within the Technologysub-directorate, in the Transformation Directorate. The successful candidate willbe responsible forsupporting the development and implementation of processes in theInfrastructureteam,maintainingdocumentation relating to them, while helping with the delivery of continual improvement,reporting,efficienciesand best practice.
The Infrastructure Lifecycle teamis responsible forensuring ITIL disciplines are adopted by the wider organisation, ensuring all Infrastructure services are correctly documented and supported by the wider Infrastructure team. The teammaintainsrelationships with service owners that are 'customers' of the wider Infrastructure team and liaises with the TechnicalOperations teamsas necessary.
You will also be involved in some project work such as the further development of Service Management, Reporting and Monitoring toolsets and support ongoing activities with Configuration and Asset Management.
Main duties of the job
- Develop,maintainand publish processes and procedure documentation covering the delivery and support of infrastructure services according to industry best practice
- Monitoring and reporting on the services delivered by Infrastructure
- Developing and Reporting on Infrastructure performance according to agreed service levels and key performance indicators
- Review and analysis of data from toolsets. Resolving or escalating issues asrequired
- Liaising with customers, including service owners in other areas of the NHS, to ensure the effective delivery of services
- Assist with wider team activities, including Configuration and Asset management and Continual Improvement management.
- Assist with the development and operation of a problem management function.
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, organisational structure, recruitment profile, expected outcomes and benefits information in the attached Job Description and other supporting documents.
This role may be based in Leeds, London or Exeter.
All NHS England Technology/Infrastructure personnel must hold security clearance level as a minimum.
To meet National Security Vetting requirements, security clearance 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 security clearance already, however, failure to achieve the requirements for security clearance after offer, will result in the job offer being withdrawn.
For further advice please checkhttps://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#security-check-scor contactengland.securityvetting@nhs.net.
Person Specification
Qualifications
- Educated to postgraduate diploma/degree level or equivalent experience.
- ITIL Foundation V4 or V5, VeriSM Foundation or equivalent experience.
Knowledge & Experience
- Business Process Improvement: Analysis of business processes and liaise with colleagues and end-users to ensure their ongoing effectiveness and appropriate use
- Data/Document Management: Analysing information; ensuring data is appropriately stored and archived; developing plans, policies and practices relating to Infrastructure
- Proven ability to understand the needs of the internal/external stakeholder and keeping them in mind when taking actions or making decisions.
- Service level management: Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
Skills
- Document Management
- Report Production
- Data Analysis
- Problem management
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 / Wellington House, London / Hexagon House, Exeter
Leeds/ London / Exeter
LS1 4AP
United Kingdom
Employer's website
https://www.england.nhs.uk/about/working-for/