Job summary
- Main area
- Applications
- Grade
- Band 8b
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 396-7791706-DE-DK-Y
- Employer
- Kingston and Richmond NHS Foundation Trust
- Employer type
- NHS
- Site
- KRFT
- Town
- Kingston
- Salary
- £70,396 - £80,837 Pro rata, pa, incl. HCAS
- Salary period
- Yearly
- Closing
- 19/03/2026 23:59
Employer heading
Digital Service Delivery Manager
Band 8b
Home, community, hospital
Kingston and Richmond NHS Foundation Trust offers a range of fantastic opportunities to grow your career across both hospital and community settings in south London. Whether you're looking to build new skills or take your experience to the next level, we are uniquely placed to provide the right environment to support your professional development. With colleagues working in people’s homes, in community clinics, and in our two hospitals, we have an outstanding breadth of knowledge and experience to draw from.
Our commitment to exceptional care is reflected in being the first trust of our kind in London to achieve an ‘Outstanding’ rating from the CQC for both overall quality and leadership. We exist to provide the best possible care for our patients and we do that by giving our colleagues what they need to be their best at work. We have won numerous awards from the HSJ and Nursing Times for the way we support our colleagues across all our services.
We are proud to be recognised for our outstanding cancer care, children's services, pioneering surgical teams, and exceptional rehabilitation services. Our maternity services have been rated the "Best in London" by women surveyed by the Care Quality Commission (CQC), with parents travelling to Kingston to take advantage of our considerable experience and expertise.
Our Trust values
These words are important reminders, but it’s our behaviours that tell people who we are. We expect all colleagues to bring our values to life in their work.
- Compassionate: We provide care with kindness, understanding, and empathy for all.
- Inclusive: We embrace diversity and respect the unique contributions of every individual.
- Collaborative: We foster teamwork across all levels, working together and with our partners to deliver the best outcomes.
- Inspiring: We are committed to continuous improvement and excellence in patient care, staff development, and innovation.
Job overview
The Digital Service Delivery Manager oversees the Trust’s IT service desk, desktop support, and software management functions, ensuring high‑quality digital service delivery aligned with operational and clinical priorities. This senior specialist role requires expertise in ITIL‑based service management, supplier and contract oversight, software asset governance, and the coordination of complex multi‑team service operations. The post holder drives service improvement, manages multimillion‑pound digital contracts, and ensures new services are introduced safely and effectively.
Main duties of the job
- Plan and implement the Digital Service Provision and Service Management strategy including tools, policies and processes, Service Level Agreements (SLA’s), monitoring, reporting and continual improvement plans.
- Manage the purchase, deployment, and renewal of applications, software licenses, ensuring compliance with license agreements.
- To be responsible for the continuity, management and integrity of projects and workstreams within the digital operations department
- Take responsibility for command structure and escalation procedures, and ensuring that the requisite operational methods, procedures, facilities and tools are reviewed and maintained.
- Responsible for policy implementation and development for digital operational service delivery.
- Responsible for the purchase of hardware, software, and services to meet the business requirements of the Digital Operations department.
Continued on attached JD...
Working for our organisation
Development and staff wellbeing
Your growth and personal happiness matters to us. After all, we can’t expect the best from you if we don’t invest in your development and nurture your wellbeing. From the moment you join us, we’re committed to fostering your professional and personal development within a supportive, empowering environment. Whether you’re just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed. We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.
To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.
We also take every opportunity to thank and recognise the work our teams do, through weekly ‘shoutouts’ and patient feedback, monthly and annual awards.
Wherever you work across our organisation, we look forward to welcoming you.
At KRFT we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.
Detailed job description and main responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
NB: ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Person specification
Education
Essential criteria
- Educated to masters level or equivalent experience of working at a senior level in specialist area
- Evidence of personal development through formal courses and/or experience
- ITIL qualification or equivalent IT Service Management qualification or equivalent experience
Desirable criteria
- Project management qualification PRINCE2™ practitioner qualification, other Project Management qualification or equivalent demonstrable experience
Skills / Abilities
Essential criteria
- Ability to effectively communicate with stakeholders across the organisation, including senior management and external vendors
- Excellent relationship management skills, experience of liaison with senior management and the ability to manage expectations, balancing supply with demand
- Expert analytical skills and a methodical approach to problem solving. Able to gather and interpret complex data to inform analytical and problem-solving tasks
- Freedom to act, plan, schedule and monitor own work within an extended time horizon, using applicable methods, procedures, tools, equipment and standards effectively
- Logical, methodical, pro-active and enthusiastic in working practices
- Able to prepare budget bids contributing to the business plan and monitor budgets to minimise costs and ensure cost-effectiveness.
Experience
Essential criteria
- Significant experience in an IT service management and delivery role involving detailed planning, organisation and experience of managing a team of 5+ technical specialists providing customer focused IT services
- Experience of developing technical and service management strategies, policies and procedures
- Managing multiple workstreams; determining own and others priorities
- Demonstrable ability to plan and manage change and SLA’s monitoring progress against targets, reporting as necessary and taking action to resolve exceptions modifying services/practices as required
- Experience in implementing / developing IT Service Management (Helpdesk and Configuration Management) tools
- Experience of software asset management and licence compliance
- Provision of technical consultancy to both specialist and non-specialist customers of digital services
Desirable criteria
- Experience of negotiating and managing 3rd party contracts
Knowledge
Essential criteria
- Excellent understanding of ITIL standards
- Extensive knowledge of existing and developing and innovative IT technologies and solutions, concepts and practices acquired through training and experience over an extended period
- Advanced knowledge of NHS Mail Microsoft 365 products and platform management
- Advanced knowledge of security / software update management systems
- Strong understanding of NHS digital standards, cybersecurity, data protection (GDPR), and other relevant regulations.
Desirable criteria
- Advanced knowledge of Mitel telecoms systems and operational features
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Avril Duncan
- Job title
- Associate Director of Digital Operations
- Email address
- [email protected]
- Telephone number
- 07870 992308
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