IT Manager

Job description

Job responsibilities

Role Purpose

The IT Manager has overall responsibility for the day-to-day delivery of all PML IT services and management of the IT team. This is an operational leadership role focused on running a reliable, secure, well-supported IT function, covering infrastructure, systems, projects, vendors, and user support across multiple PML sites.

Role Accountabilities

Team Management and Development

• Lead, mentor, and develop the IT team, ensuring high performance, professional growth, and a positive, collaborative environment.
• Conduct regular 1:1s and performance reviews, set and track objectives, and agree personal development plans with each team member.
• Manage team capacity and workload allocation, ensuring skills are deployed against priorities and workloads are balanced.
• Handle performance, conduct, and capability matters in line with PML HR policies, escalating to the Associate Director where appropriate.
• Chair regular team meetings to share information, coordinate activity, and maintain team cohesion.
• Contribute to recruitment, onboarding, and retention of IT staff, ensuring new starters receive structured inductions and appropriate system access.
• Provide escalated technical support when necessary and assist with day-to-day workloads during peak periods or absences.
• Identify training needs and arrange appropriate development, particularly in cybersecurity, networking, and service desk best practice.

Infrastructure and Systems Ownership

• Take full ownership of the IT estate, maintaining an accurate asset register, inventory, and configuration documentation for all hardware, software, and services.
• Operate and maintain robust IT infrastructure and systems, including servers, networks, firewalls, cloud services, and end-user devices.
• Maintain VPN and remote access services to ensure cyber security resilience and monitor and report on network activity.
• Implement and maintain a change management process for infrastructure and system changes, ensuring changes are assessed, approved, tested, and documented before deployment.
• Own and maintain service standards and SLAs for IT service delivery, monitoring system health, uptime, and response times, and reporting to the Associate Director.
• Oversee software licensing across the organisation, ensuring compliance and value for money.

Project Management

• Lead IT projects from inception to completion, ensuring they are delivered on time, within budget, and meet organisational needs.
• Maintain a visible pipeline of IT projects and workstreams, tracking progress, risks, and dependencies.
• Coordinate with stakeholders and manage expectations to achieve successful project outcomes.

Vendor and Contract Management

• Establish and maintain productive relationships with vendors and service providers, negotiating favourable terms.
• Oversee procurement processes to ensure cost-effective, high-quality acquisition of IT resources.
• Manage contract renewals and service reviews for key suppliers, including Microsoft 365 licences, desktop refresh cycles, and Vodafone contracts.
• Ensure vendors meet contractual obligations and service levels are monitored and addressed where they fall short.

User Support and Training

• Provide expert support for complex IT issues, ensuring timely resolution and minimal business disruption.
• Oversee the creation and delivery of IT training programmes, enhancing user skills and productivity.
• Prioritise support for community clinical teams with device and software issues, recognising the direct impact on patient care.
• Monitor helpdesk trends and recurring issues, taking proactive steps to reduce repeat incidents through root-cause resolution and user education.

Stakeholder Management

• Build and maintain effective working relationships with department heads and senior colleagues across PML, acting as the day-to-day face of IT.
• Work collaboratively with the Associate Director, IT and Digital Transformation, to ensure operational delivery aligns with strategic direction.
• Liaise with external partners including General Practice IT support providers, NHSmail, and other third-party service providers.

Reporting to the Associate Director

• Report on key processes, systems, and IT performance to the Associate Director, IT and Digital Transformation, regularly.
• Monitor key performance indicators (KPIs) and provide assessments and updates, supporting continuous improvement.
• Escalate risks, incidents, and significant issues promptly, with clear summaries and recommended actions.

Disaster Recovery and Business Continuity

• Develop and maintain comprehensive disaster recovery and business continuity plans that minimise downtime and data loss.
• Regularly update and test plans, including backup and restore procedures, to ensure organisational preparedness and resilience.
• Ensure all team members understand their roles within DR and BC plans, and that plans are rehearsed at appropriate intervals.

IT Policy, Compliance, and Security

• Develop and maintain IT policies and procedures that ensure compliance with legal and regulatory standards, safeguarding the organisation.
• Implement and maintain robust cybersecurity measures to protect data integrity and confidentiality, contributing to risk management.
• Ensure the IT team is trained in cybersecurity practices and security awareness is promoted across the organisation.
• Maintain tight controls over user accounts and access, with regular reviews of Active Directory, user accounts, and permissions.
• Evolve and manage the new Helpdesk System, ensuring it is adopted, effective, and provides useful management data on support performance.

Role Purpose

The Service Manager provides strategic leadership and authoritative oversight of a complex service portfolio, ensuring services are resilient, high performing, future-focused, and aligned with organisational priorities. Operating as a senior leader, they are accountable for shaping service strategy, influencing executive decision-making, and ensuring operational delivery meets the highest standards of quality, compliance, and customer value. The post-holder applies deep technical and organisational expertise to lead transformation, optimise service performance, and drive a culture of excellence across their area of responsibility.

Role Accountabilities

Strategic Leadership & Influence

• Leads the development of long-term service strategies, ensuring alignment with organisational vision, priorities, and wider corporate plans.
• Acts as a trusted adviser to directors, executives, and senior stakeholders, providing expert insight, risk intelligence, and high-level interpretation of complex operational and sector developments.
• Anticipates future challenges and opportunities, shaping the strategic direction of services to ensure they remain modern, sustainable, and customer-centric.
• Influences company-wide policy, planning, and investment decisions through evidence-based recommendations and authoritative guidance.

Service Delivery Oversight

• Holds end-to-end accountability for the performance, quality, and resilience of services within their service area, ensuring they meet agreed standards and regulatory obligations.
• Provides leadership and direction during high-risk or high-impact incidents, applying advanced problem-solving, judgement, and decision-making.
• Oversees and optimises operational processes, ensuring they are efficient, well-governed, measurable, and continuously improved.
• Ensures services are financially sustainable, delivering value for money and supporting effective budgeting, forecasting, and resource planning.

Policy, Standards & Governance

• Leads the development, implementation, and ongoing refinement of service policies, standards, governance frameworks, and performance measures.
• Ensures consistent organisational compliance with policies and standards, taking ownership of corrective actions and driving continuous adherence.
• Provides assurance to senior leaders on service integrity, governance maturity, and organisational readiness.

Innovation & Continuous Improvement

• Leads innovative ways of working, identifying and implementing new approaches, tools, technologies, and methodologies to improve service quality and efficiency.
• Leads service transformation programmes, ensuring successful delivery, stakeholder adoption, and long-term embedding of change.
• Foster a culture of learning, excellence, and continuous improvement across teams.

Stakeholder Management & Communication

• Develops influential relationships with directors, executives, senior stakeholders, customers, and cross-functional teams to support effective decision-making and collaboration.
• Communicates complex operational or technical concepts in a clear, strategic, and meaningful way tailored to senior audiences.
• Represents the service area at internal and external boards, committees, and strategic forums, promoting organisational priorities and service excellence.

Leadership of People & Teams

• Provides inspirational leadership to managers, team leads, and specialist professionals, setting high expectations and enabling delivery of quality outcomes.
• Leads workforce planning, talent development, and succession planning to build future capability and organisational resilience.
• Models and embeds a positive, inclusive, high-performance culture aligned with organisational values and behaviours.
• Oversees change management and supports teams through transformation.

Risk Management & Assurance

• Leads the identification, assessment, and strategic management of complex, high-level risks across the service area.
• Ensures robust risk mitigation, incident response, and escalation frameworks are in place and consistently applied.
• Provides assurance on regulatory compliance, service resilience, business continuity, and audit readiness.
• Proactively identifies systemic risks and implements preventative measures.

Person Specification

Qualifications

• Degree level or equivalent experience in a relevant field.

• Relevant IT management and cybersecurity certifications (e.g. ITIL, CompTIA, CISMP, PMP).
• Evidence of ongoing professional development.

Skills and Knowledge

• People Management: Leading, mentoring, and developing an IT team.
• Systems Ownership: Asset management, change control, service standards, and operational budgeting.
• Technical Expertise: IT infrastructure including Microsoft 365, Active Directory, cloud services, networking, VPN, and cybersecurity controls.
• Project Management: Leading multiple projects simultaneously with on-time, on-budget delivery.
• Problem-Solving: Analytical and troubleshooting abilities with root-cause analysis focus.
• Communication: Explaining technical concepts to non-technical colleagues and reporting to senior management.
• Organisation: Prioritising competing demands, managing team workload, and maintaining tight controls.
• Stakeholder Management: Building relationships across the organisation and with external suppliers.
• Exceptional leadership skills with the ability to motivate, inspire, and develop diverse teams.
• Excellent communication and influencing skills, able to distil complex information for senior audiences and drive decision-making.
• Strong analytical, problem-solving, and judgement capabilities, particularly in high-pressure or high-impact scenarios.
• Skilled in process optimisation, continuous improvement methodologies, and driving organisational change.
• Ability to manage competing priorities and operate effectively in ambiguity.

• Strategic thinker with the ability to interpret complex information, forecast future demand, and shape long-term service direction.

Behaviours and Attributes

• Professional Development: Commitment to continuous professional development and staying current with industry trends.
• Resilience and Flexibility: Willingness to provide out-of-hours support during major incidents and assist with workload sharing.
• Mobility: Valid driver's licence and access to own vehicle for travel to PML sites.
• Strategic thinker able to influence at executive level.
• Acts with integrity, professionalism, and sound judgement.
• Proactive, resilient, and adaptable to change.
• Customer-focused mindset with a commitment to service excellence.
• Collaborative and inclusive, building trust and engagement across teams.

Experience

• Managing an IT team, including performance management, development planning, and day-to-day team leadership.
• Running IT operations and infrastructure in a multi-site environment.
• Delivering IT projects on time and within budget.
• Deep expertise in IT infrastructure, systems, and network management, with hands-on familiarity with Microsoft 365, Active Directory, networking, and firewalls.
• Significant experience managing senior-level service operations or complex service portfolios.
• Demonstrated track record of solving complex, high-risk problems using expert judgement.
• Demonstrated ability to develop and execute service strategies aligned with organisational priorities.
• Strong track record of delivering high-quality services, driving performance improvement, and embedding best practice.
• Experience managing senior stakeholders, building strategic relationships, and influencing executive-level decisions.
• Proven experience in leading teams through change, transformation, and continuous improvement.
• Deep understanding of governance, compliance, risk management, and assurance frameworks.
• Experience managing budgets, resources, and financial planning at a senior level.

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

Principal Medical Limited

Address

Principal Medical Ltd

3 Barberry Place

Bicester

Oxfordshire

OX26 3HA

United Kingdom

Employer's website

https://www.principal-medical.co.uk