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Job summary

Main area
Digital
Grade
NHS AfC: Band 7
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
311-H1008-26-A
Employer
Pennine Care NHS Foundation Trust
Employer type
NHS
Site
Pennine Care Trust Headquarters
Town
Ashton under Lyne
Salary
£49,387 - £56,515 per annum, pro rata
Salary period
Yearly
Closing
06/09/2026 23:59

Employer heading

Pennine Care NHS Foundation Trust logo

Digital Service Delivery Manager

NHS AfC: Band 7

 

If you are Kind, Fair, Ingenious and Determined then we want you to come and join our #PennineCarePeople

https://www.penninecare.nhs.uk/values

 

Job overview

Lead and continuously improve end‑to‑end end‑user support services - including the Service Desk (1st line), remote 2nd line support and on‑site field engineering. To ensure that digital services are safe, reliable and user‑centred. Establish, embed and maintain ITIL‑aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Ensure high‑quality support for the Trust’s Digital estate, systems and services, and device lifecycle/asset management across a regional multi‑site Mental Health Trust. 

Main duties of the job

Service Delivery & Operations
Lead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs. Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post‑incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.

Stakeholder Engagement & Customer Experience
Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums. Improve customer satisfaction and ensure alignment with clinical and business priorities.

Collaboration & Knowledge Management
Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues. Maintain strong knowledge sharing, SOPs and self‑service resources to support first contact resolution.

Process & Governance (ITIL)
Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change.

Assets, Security & Leadership
Oversee asset and device lifecycle, ensuring compliance with standards and security policies. Lead and develop staff, promoting an inclusive, user‑centred culture aligned to NHS values.

Working for our organisation

We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.

Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We’re really proud of our #PennineCarePeople and do everything we can to make sure we’re a great place to work.

All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.

If you come and work for us we will offer a range of benefits and opportunities, including:

  • Generous annual leave entitlement for Agenda for Change and Medical and Dental staff.
  • Flexible working opportunities to support your work/life balance
  • Access to Continued Professional Development
  • Involvement in improvement and research activities
  • Health and Wellbeing activities and access to an excellent staff wellbeing service
  • Access to staff discounts across retail, leisure and travel

Detailed job description and main responsibilities

To view the detailed job description and main responsibilities, please see the attached job description and person specification.

Person specification

Qualifications

Essential criteria
  • Degree in IT, Digital, Information Systems or equivalent relevant experience.
  • ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.

Experience

Essential criteria
  • Significant experience in IT service delivery or operations management.
  • Managing live IT services in a complex organisation.
  • Embedding ITIL processes including escalation and major incidents.
  • Supplier performance management.
  • Driving service improvement using data and user feedback.

Knowledge

Essential criteria
  • Sound working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management).
  • Understanding of service performance management including KPIs, SLAs, CSI.
  • Knowledge of digital service delivery in complex organisations.

Skills

Essential criteria
  • Strong stakeholder engagement skills.
  • Ability to analyse service data and deliver improvements.
  • Ability to lead and develop staff.

Employer certification / accreditation badges

Veteran AwareNo smoking policyDisability confident employerNorth West BAME

Application numbers

We may close vacancies early if we receive a high volume of applications. To ensure your application is considered, please apply as soon as possible.

Documents to download

Apply online now

Further details / informal visits contact

Name
Jaswant Sagoo
Job title
Chief Technology Officer
Email address
[email protected]
Telephone number
0161 716 1470
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