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Job summary

Main area
Digital
Grade
Band 8c
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
839-8192476-PG
Employer
East of England Community Health and Care NHS Trust
Employer type
NHS
Site
Norwich Community Hospital
Town
Norwich
Salary
£79,504 - £91,609 pa
Salary period
Yearly
Closing
Today at 23:59
Interview date
12/08/2026

Employer heading

NHS

Head of Service Delivery - Business Development

Band 8c

East of England Community Health and Care NHS Trust delivers expert healthcare in people’s homes, community hospitals and local settings across the East of England.

Our nurses, therapists, clinicians, support teams and partners work together to provide coordinated care that supports independence, recovery and wellbeing. We believe people are best cared for close to home, in the communities where they live and belong.

By combining professional expertise with strong local relationships, we help people stay well, feel supported and access the right care at the right time. Expert healthcare, close to home, trusted by our communities.

Different ideas, experiences and backgrounds make us stronger and more creative and applications from all walks of life are welcomed. Our processes ensure that all applicants are treated fairly at every stage of the recruitment process. 

East of England Community Health and Care NHS Trust is committed to creating a modern and inclusive work environment. We actively promote flexible working opportunities where possible to meet the needs and wishes of our workforce and maintain and improve their wellbeing. We also offer flexible working patterns and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Please note, our selection processes are in place to ensure we recruit candidates with the right values and skills. Please be advised that the use of AI in applications is monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills.

Before applying for this vacancy, please make sure you’re familiar with ongoing GOV.uk sponsorship eligibility criteria which will impact the organisations ability to provide sponsorship, whether this is currently or in the future.

Job overview

The Head of Service Delivery - Business Development is a senior leadership role within Digital Services, responsible for providing digital commercial services leadership and expert guidance for digital service delivery across the Trust and external partner organisations.
 
Reporting to the Deputy CIO (Digital Services), the post holder will lead the development of externally facing digital services, business relationships, service operating models and commercial opportunities, ensuring services are aligned to organisational priorities, Integrated Care System (ICS) objectives and customer requirements.

The role is responsible for overseeing customer engagement, service transition, contract management, commercial modelling and the development of new business opportunities.
 
Working closely with senior stakeholders, the successful candidate will influence the design and delivery of innovative digital services, including emerging technologies, while ensuring high-quality customer outcomes, value for money and continuous service improvement.
 
The post holder will provide senior leadership to multidisciplinary teams, support organisational digital transformation and, where required, deputise for the Deputy CIO (Digital Services), providing leadership during escalations and critical decision-making.

Main duties of the job

  • Provide senior leadership for digital service delivery - focus on external customers

  • Lead the design, development and implementation of digital service operating models for external partner organisations.

  • Develop and maintain strong relationships with external customers.

  • Lead business development activities 

  • Provide oversight and assurance of external digital service contracts, ensuring effective performance management.

  • Lead capacity and demand planning activities.

  • Oversee the transition of new or changed services into operational delivery.

  • Monitor service performance through KPIs, trend analysis and customer feedback, driving continuous improvement.

  • Manage and develop line-managed teams.
  • Provide senior oversight of  digital service budgets, supporting financial planning, investment decisions, income generation and sustainable service delivery. 
  • Represent Digital Services at Trust, regional and ICS forums.

  • Deputise for the Deputy CIO (Digital Services) as required.

Working for our organisation

Please note, the selection processes at East of England Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills, please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills.

Detailed job description and main responsibilities

Please refer to the attached job desription for more detailed information which will list main responsibilities and key relationships of this role.

Person specification

Qualifications

Essential criteria
  • Masters in related subject or equivalent level of work experience
  • ITIL Service Management Foundation Certificate or equivalent knowledge gained through working experience
  • Service Desk Institute Accredited qualifications or equivalent knowledge gained through experience
  • ITIL Intermediate lifecycle certification, e.g., Continual Service Improvement and/or Service Operation or equivalent knowledge gained through experience
Desirable criteria
  • ITIL Expert qualification or equivalent
  • Any relevant Microsoft accredited qualification or equivalent knowledge gained through experience
  • Experience in commercial environments

Skills, Abilities and Knowledge

Essential criteria
  • Expert-level knowledge of service management, commercial contracting, digital operating models and sector-specific digital strategy.
  • Able to manage and influence stakeholders internally and externally at all levels
  • Advanced keyboard skills
  • Advanced skills and knowledge of an IT Service Desk industry
  • Knowledge of a programme portfolio and IT operations environment
  • Ability to analyse statistics to enable trend and goal setting, operationally and tactically
  • Ability to manage resources with conflicting demands to meet business need and deliver a good level of service
  • Ability to build customer confidence and empower staff to use technology as an enabler
  • Knowledge of external audits
  • Natural leader skills to drive the team in the strategic direction
  • Ability to organise own and team’s workload
  • Ability to deal with highly contentious information, ensuring sensitivity
  • Ability to constructively challenge and propose changes that will impact outside area of responsibility
  • Self-motivated with the ability to motivate others

Experience

Essential criteria
  • Proven record of leading an IT Service Desk and front-line service delivery, supporting 3000+ customers
  • Experience of line management within a customer focused environment
  • Experience of developing and implementing best practise strategies aligned with business needs and priorities
  • Experience of implementing business change
  • Evidence of continual professional career development
  • Good knowledge of networked Windows environments
  • Good working knowledge of Microsoft desktop products
  • Experience of managing a budget

Communication

Essential criteria
  • Excellent presentation and communication skills with both verbal and written

Personal and People Development

Essential criteria
  • Able to self-motivate to keep up to date on latest best practice
  • Able to maintain learning of leadership
  • Ability to lead a large team
  • Ability to develop staff directly to support the “grow your own” concept

Personal Attributes / Behaviours

Essential criteria
  • Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

Other

Essential criteria
  • Able to make own travelling arrangements to meet the needs of the role
  • Able to communicate effectively using the English Language In both verbal in written form

Employer certification / accreditation badges

Carers Friendly Tick award EmployersSunflower Hidden DisabilitiesApprenticeships logoNo smoking policyPositive about disabled peopleAge positiveDisability confident leaderMindful employer.  Being positive about mental health.Care quality commission - OutstandingStep into healthArmed Forces Covenant Bronze AwardArmed Forces Covenant

Documents to download

Apply online now

Further details / informal visits contact

Name
Terry Newman
Job title
Deputy CIO (Digital Services)
Email address
[email protected]
Telephone number
07795061799
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