IT Service Delivery Manager

Job summaryClosing Date: 27.08.26 (this may change dependent on response).Shortlisting to take place following closing date commencing 28.08.26Interview expected to take place in the week commencing 07.09.26Bradford Teaching Hospitals NHS Foundation Trust is looking for an experienced, inclusive and service-driven IT Service Delivery Manager to lead the delivery of high-quality IT support across Bradford Royal Infirmary and community sites. This is a pivotal leadership role at the heart of Digital, Data and Technology, ensuring colleagues have the tools, access and support they need to deliver excellent care.Main duties of the jobYou will provide strategic and operational leadership for IT Service Delivery, overseeing the Service Desk and frontline support teams, alongside key disciplines including incident, problem, change and asset management. With responsibility for services supporting around 6,500 staff, approximately 7,500 end-user devices and more than 60,000 support tickets each year, you will have the opportunity to make a visible and meaningful impact across the Trust.About usOur People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:We value peopleWe are one teamWe careWe're keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.DetailsDate posted13 August 2026Pay schemeAgenda for changeBandBand 8aSalary 57,528 to 64,750 a year per annum ContractPermanentWorking pattern Full-time Reference number389-26-8219318Job locationsBradford Royal InfirmaryBradfordBD9 6RJUnited KingdomJob descriptionJob 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. 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 EssentialSignificant experience in leading IT Operations across a large, complex healthcare organisationExperience in service transition from project delivery to business-as-usual (BAU), including early life supportExperience in managing and improving ITSM tools, metrics, and dashboards (e.g. Halo, RemedyExperience in managing budgets and procurement related to hardware, mobile telephony, and support infrastructureExpert level knowledge of ITIL, including Change, Transition, Asset and Incident Management Skills EssentialStrong leadership, organisational, and team development skillsAdvanced analytical and problem-solving abilities, including root cause analysis and service performance evaluationSkilled in engaging and influencing stakeholders, including clinicians and executive leadersStrong verbal and written communication skills, capable of conveying technical issues to non-specialistsAbility to develop, deliver, and monitor KPIs, SLAs, and service reports aligned to ITIL best practiceAbility to design, implement, and monitor standard operating procedures and service documentationAbility to mentor and develop staff, ensuring inclusive, compassionate leadership Knowledge EssentialIn-depth knowledge of ITIL-aligned service management and digital operationsExpert knowledge of NHS clinical systems (e.g. Oracle EPR, SystmOne, ICE) and end-user devicesKnowedge of NHS digital standards such as DTAC, What Good Looks Like (WGLL), and ICS digital objectivesUnderstanding 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 EssentialDegree in IT or relevant subject, or equivalent experienceITIL Intermidiate Certificates in Transition, Service Operations and Continual Service ImprovementPrince 2 PractitionerDesirableCybersecurity or information governance training (e.g. CISMP, ISO 27001 awarenessSix Sigma Person Specification Experience EssentialSignificant experience in leading IT Operations across a large, complex healthcare organisationExperience in service transition from project delivery to business-as-usual (BAU), including early life supportExperience in managing and improving ITSM tools, metrics, and dashboards (e.g. Halo, RemedyExperience in managing budgets and procurement related to hardware, mobile telephony, and support infrastructureExpert level knowledge of ITIL, including Change, Transition, Asset and Incident Management Skills EssentialStrong leadership, organisational, and team development skillsAdvanced analytical and problem-solving abilities, including root cause analysis and service performance evaluationSkilled in engaging and influencing stakeholders, including clinicians and executive leadersStrong verbal and written communication skills, capable of conveying technical issues to non-specialistsAbility to develop, deliver, and monitor KPIs, SLAs, and service reports aligned to ITIL best practiceAbility to design, implement, and monitor standard operating procedures and service documentationAbility to mentor and develop staff, ensuring inclusive, compassionate leadership Knowledge EssentialIn-depth knowledge of ITIL-aligned service management and digital operationsExpert knowledge of NHS clinical systems (e.g. Oracle EPR, SystmOne, ICE) and end-user devicesKnowedge of NHS digital standards such as DTAC, What Good Looks Like (WGLL), and ICS digital objectivesUnderstanding 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 EssentialDegree in IT or relevant subject, or equivalent experienceITIL Intermidiate Certificates in Transition, Service Operations and Continual Service ImprovementPrince 2 PractitionerDesirableCybersecurity or information governance training (e.g. CISMP, ISO 27001 awarenessSix SigmaDisclosure and Barring Service CheckThis 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 SponsorshipApplications 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 (Opens in a new tab).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 (Opens in a new tab). Additional information Disclosure and Barring Service CheckThis 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 SponsorshipApplications 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 (Opens in a new tab).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 (Opens in a new tab).Employer detailsEmployer nameBradford Teaching Hospitals NHS Foundation TrustAddressBradford Royal InfirmaryBradfordBD9 6RJUnited KingdomEmployer's websiteEmployer detailsEmployer nameBradford Teaching Hospitals NHS Foundation TrustAddressBradford Royal InfirmaryBradfordBD9 6RJUnited KingdomEmployer's website