IT Service ManagerNHS

Job summary

We are seeking an experienced and motivated IT Service Manager to join our Digital Services team at a pivotal time of digital transformation.

This is an opportunity to lead the delivery, performance and continual improvement of critical digital services that support patient care and operational delivery across the Trust. You will play a central role in ensuring digital services meet agreed performance standards, whilst supporting the successful transition of major digital programmes, including Electronic Patient Record (EPR) solutions, into business-as-usual operations.

As IT Service Manager, you will provide operational leadership across service management functions including service delivery, service transition, digital major incident management, continual service improvement, stakeholder engagement and supplier management. Working with clinical and operational teams, you will help deliver safe, resilient and effective digital services that directly support frontline healthcare.

Please refer to the attached job description and person specification for further details.

Main duties of the job

As IT Service Manager, you will lead the delivery, performance, and continual improvement of digital services across the Trust, ensuring high-quality, reliable support for clinical and corporate systems.

Key responsibilities include:

• Leading IT service management activities, ensuring services meet agreed performance, availability, and customer satisfaction targets.
• Managing digital Major Incidents, coordinating technical teams and suppliers to restore critical services and minimise disruption to patient care.
• Leading the implementation and continual improvement of ITIL-aligned processes including Incident, Problem, Change, Service Transition, and Service Acceptance Management.
• Leading the operational transition of the Electronic Patient Record (EPR) and other major digital systems into live service, ensuring service readiness, support arrangements, and successful go-live activities.
• Developing strong relationships with clinical, operational, technical, and supplier stakeholders to drive service excellence and continuous improvement.
• Monitoring service performance, identifying risks and opportunities, and implementing improvement initiatives to enhance user experience and operational efficiency.

This role offers an exciting opportunity to shape and improve digital services, play a key role in the Trust's EPR journey, and help deliver high-quality digital solutions that support exceptional patient care.

Job description

Essential person specification requirements

Qualifications:

• Degree in relevant specialist subject or equivalent experience.
• 5 GCSEs or equivalent including Mathematics and English.
• Current ITIL foundation certificate (or willing to work towards).

Experience:

• Experience of IT Service Management within a medium to large complex organisation.
• Experience of supporting the transition of new or changed services into live operational environments.
• Experience of managing service incidents, service requests, and service performance against agreed SLAs and KPIs.
• Experience of coordinating and resolving major incidents and service disruptions.
• Experience of managing or supervising staff and/or teams, either directly or indirectly.
• Experience of monitoring, analysing, and reporting on service performance.
• Experience of problem management and driving issues through to resolution.
• Experience of delivering high levels of customer service and stakeholder engagement.

Please refer to the attached job description and person specification for further details.

About us

We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ+ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust. As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers, home electronics schemes, working carers support, carer-friendly policies, and more. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.