Head of Service Delivery

1 day ago

Bristol, Bristol, United Kingdom NHS Blood and Transplant Full time
Job Summary

We are seeking an experienced Service Management professional to join our team at NHS Blood and Transplant. As Head of Service Management, you will play a key role in shaping our service standards and demonstrating the impact of effective service management on our customers.

You will work closely with our leadership and key stakeholders, engaging with them to explain complex technical concepts in clear, non-technical terms. Your expertise in Service Management will be essential in driving transformative change across our health and supply chain operations.

Main Responsibilities
  • Develop and implement a customer-centric approach to the delivery of IT services, ensuring a clear business viewpoint and alignment with internal and external IT service providers.
  • Lead the development and delivery of Line of Business (LoB) IT services, focusing on business value and service performance.
  • Manage a team of IT Service Managers and Service Implementation Managers, providing leadership and guidance to ensure successful service delivery.
  • Oversee a budget of £3.5 million, ensuring effective resource allocation and service performance.
  • Collaborate with internal and external stakeholders to ensure smooth operational delivery of IT services, resolving issues and driving continuous improvement.
  • Monitor and manage service performance, identifying areas for improvement and ensuring services meet agreed service levels and business expectations.
  • Regularly review and optimise processes related to service design, transition, and operation to maintain efficiency and alignment with organisational goals.
About You

We are looking for an experienced Service Management professional with a strong background in ITIL standards and a proven track record of successfully managing IT services in a large NHS or supply chain organisation.

You will have excellent customer relationship management experience, knowledge of demand and capacity planning techniques, and experience of developing new capabilities and services based on user engagement and user experience research.

You will also have a deep understanding of applicable key performance indicators for an operational IT service and the use of metrics for service monitoring purposes.

What We Offer
  • A competitive salary and benefits package, including 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years' service and to 33 days after 10 years.
  • NHS pension scheme, with further details and outline of benefits available.
  • A culture of continuous learning, with opportunities for professional development and growth.

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