Job summary
- Main area
- Digital Service Implementation Manager
- Grade
- NHS AfC: Band 8a
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Home or remote working
- Compressed hours
- Job ref
- 980-HRA7352605-C
- Employer
- Health Research Authority
- Employer type
- NHS
- Site
- Nottingham Office
- Town
- Nottingham
- Salary
- £55,690 - £62,682 per annum
- Salary period
- Yearly
- Closing
- 11/08/2025 23:59
Employer heading
Service Implementation Manager
NHS AfC: Band 8a
The HRA is a Non Departmental Public Body with the remit to protect and promote the interests of patients and the public in health and social care research. We do this by supporting and promoting a robust and efficient regulatory and governance framework in the UK. We provide the Research Ethics Service (RES), Confidentiality Advice function, assessments and assurances on behalf of the NHS, and learning, guidance and advice for the research community. Our ambition is to make the UK a great place to do research, where more money invested in research goes into carrying out relevant, good quality research.
Our purpose is to ensure that research involving NHS patients and members of the public is approved through a proportionate and robust system, that they are provided with the information they need to help them decide whether they wish to take part, and that their opportunity to do so is maximised by simplifying the processes by which high quality research is assessed. We have already delivered significant improvements by centralising and simplifying the approval of research in the NHS in England, and are undertaking a range of significant programmes to deliver further improvements.
Job overview
The post holder will act as the lead for the configuration, implementation, and maintenance of various ITIL and service management processes in Halo ITSM system within Health Research Authority. This role will sit within Service Delivery team of HRA and will have direct accountability for ensuring the effective transition of Service Management processes from Service Design to Service Configuration within Research Systems Programme (RSP). –The SIM(Service Implementation Manager) will be expected to work within a strategic framework set by Head of Service Delivery, encapsulating all HRA wide service delivery application systems and services offered within RSP(Research System Programme). The role will incorporate system and process management and also act as a central point of contact within HRA for any ITSM reporting and functional design requirements from these systems.
They will be part of a highly successful team working as part of the RSP within the HRA. The role is a critical part of the Programme, and the role holder will act as the main liaison point between the RSP team and the wider business community, both internal to the HRA and external for any ITSM related workstreams. They will also liaise with the vendor(s), regarding implementation and future support of Halo ITSM. The IT Service Management team is currently rolling out this new system within the organisation and this role will act as a main role in technical implementation and rollout of the system.
Main duties of the job
The post requires extensive and wide-ranging communication of highly complex technical and service provision matters, both verbally and written. The key element will be to clearly communicate the main elements of the RSP service management provision to all stakeholders. The role will also include the responsibilities below:
- Communicating complex service management processes to all levels of management within the HRA and to external stakeholders.
- Service Transition - Managing the preparation, configuration, implementation and transition of ITSM support processes
- To ensure that all functionalities on ITSM system are thoroughly tested before final release to the end user.
- To design and configure detailed management reports that show the performance of the service management processes across a wide range of key performance indicators (KPIs) as agreed with Head of Service Delivery and CDTO
- The post holder will lead on the configuration and technical implementation of service management processes or the entire Digital Directorate.
- To design and produce full documentation of developed Service Management systems(HaloITSM) to include user manuals and procedures where appropriate
- Proactively managing stakeholder relationships, ensuring that their needs are fully considered in the delivery of the new service Management processes.
Working for our organisation
As a flexible working friendly
· To design and produce full documentation of developed Service Management systems(HaloITSM) to include user manuals and procedures where appropriate
organisation, we want to be sure that you can work in a way that is best for you, not just us and the work we do.
We’re committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives, and backgrounds create a stronger, more creative workplace that help us to deliver the best services.
We welcome applications which represent the rich diversity of our community. This includes:
• age
• disability
• ethnicity
• gender identity and expression
• religion or belief
• sex
• sexual orientation
• other diverse characteristics
We have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
When applying to work here, speak to us about how we might be able to accommodate a flexible working arrangement – if it works for you, we’ll do our best to make it work for us.
Please note, if applying to our Manchester, Nottingham or Bristol locations, we are only able to offer the role as home based.
Detailed job description and main responsibilities
This role sits within HRA Digital. The HRA Digital directorate is responsible for developing, delivering and supporting complex solutions within the HRA’s portfolio or national information systems for health research. This includes a major programme to build a new Integrated Research Application and Workflow system and to achieve the successful migration and eventual closure of current systems (IRAS and HARP).
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
To find out more and to understand the full duties of the role, please refer to the job description attached.
In submitting your application with us, please note the following:
We currently do not accept applications via recruitment agencies.
We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
Where applicants fail to demonstrate how they meet any one of the essential criteria of the person specification, the application will not be shortlisted. You will be considered based only on the information in your application form. CVs will not be considered.
The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
Person specification
EXPERIENCE
Essential criteria
- Experience of building, developing and maintaining successful relationships across organisational boundaries, delivering a high standard of customer service, developing the services beyond expectation where possible
Desirable criteria
- Evidence of working within a similar digital transformation program environment especially within Service Management provision
ANALYTICAL AND JUDGEMENTAL SKILLS
Essential criteria
- Ability to analyse and map out complex business processes using different analysis techniques and recommend improvements within system and business processes.
INTERPERSONAL SKILLS
Essential criteria
- Demonstrable ability and experience to positively influence and persuade others (often challenging audiences at all levels where there may be resistance to change) to take a specific course of action by integrating logic, emotion and information to construct complex yet persuasive arguments.
QUALIFICATIONS
Essential criteria
- Educated to Master’s level (or equivalent experience in service management provision) plus significant specialist experience as detailed below or equivalent demonstrable capability.
- ITIL4 Foundation qualification
Desirable criteria
- ITIL4 Practioner qualification.
KNOWLEDGE, SKILLS AND EXPERTISE
Essential criteria
- A working knowledge and understanding of Service Implementation, including transition and acceptance.
- Knowledge of data protection regulations including GDPR
Desirable criteria
- An understanding of agile development.
EXPERIENCE
Essential criteria
- Significant experience of successfully implementing and transitioning new Service Management processes into BAU with attention to user experience, performance, robustness, security, and effectiveness as well as meeting the program deadlines.
Desirable criteria
- Evidence of working with HaloITSM system especially within configuration and workflow designs
ANALYTICAL AND JUDGEMENTAL SKILLS
Essential criteria
- Excellent stakeholder management skills that facilitate delivery in a large-scale environment.
INTERPERSONAL SKILLS
Essential criteria
- Ability to work within a team and liaise proactively with colleagues.
KNOWLEDGE, SKILLS AND EXPERTISE
Desirable criteria
- A good understanding of web-based technologies.
- Knowledge of Research Systems
ANALYTICAL AND JUDGEMENTAL SKILLS
Essential criteria
- Demonstrable ability to critically evaluate information gathered from multiple sources and extract pertinent detail from low-level information / decompose high-level information, to ensure comprehensive understanding is reached
Desirable criteria
- Ability to keep up to date with current and emerging technologies, relate them to the needs of the organisation, and explore opportunities with stakeholder groups
INTERPERSONAL SKILLS
Essential criteria
- Excellent written and oral communication skills in order to be able to exchange complex technical concepts in a manner appropriate to the audience and to influence and persuade people at all levels of the organisation
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Gurtej Brar
- Job title
- Head of Service Delivery Management
- Email address
- [email protected]
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