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Prif leoliad
Trusted Data & Technology - Data Protection, Security & Technology Services - Service Management
Gradd
Civil Service: Grade 7
Contract
Parhaol
Oriau
  • Llawnamser
  • Rhan-amser
  • Rhannu swydd
  • Gweithio hyblyg
37.5 awr yr wythnos
Cyfeirnod y swydd
919-SH-308465- EXT
Cyflogwr
UK Health Security Agency
Math o gyflogwr
Public (Non NHS)
Gwefan
Hybrid working based at any core HQ in Birmingham, Leeds, Liverpool, London Canary Wharf
Tref
London
Cyflog
£56,185 - £70,566 Per annum, pro-rata
Cyfnod cyflog
Yn flynyddol
Yn cau
21/08/2026 23:59

Teitl cyflogwr

UK Health Security Agency logo

IT Service Delivery Lead

Civil Service: Grade 7

The UK Health Security Agency (UKHSA) prevents, prepares for and responds to infectious diseases, and environmental hazards, to keep all our communities safe, save lives and protect livelihoods.

We provide scientific and operational leadership, working with local, national and international partners to protect the public’s health and build the nation’s health security capability.

UKHSA is an executive agency, sponsored by the Department of Health and Social Care.

Trosolwg o'r swydd

The IT Service Delivery Manager (SDM) plays a critical role in ensuring that live IT services consistently deliver agreed outcomes for UKHSA. Operating within the Service Delivery and Supplier Management function, we are looking for two IT Service Delivery Leads to work closely with Technology teams, suppliers, and business stakeholders to ensure services are stable, resilient, and aligned to organisational priorities.

The SDM is engaged early in projects and upgrades, working alongside Service Design & Introduction to ensure new and changed services transition smoothly into live operation. The two roles are accountable for service availability, performance, and ongoing operational health, operating with a high degree of autonomy and making informed, risk-based decisions in line with Information Technology Infrastructure Library (ITIL) best practice.

Due to the nature of critical services, the two roles require flexibility, including participation in major incidents, service recovery, and service transition activities outside normal business hours where required.

Prif ddyletswyddau'r swydd

Service Delivery & Operational Assurance

  • Provide end‑to‑end oversight of live IT services, ensuring availability, stability, and performance.
  • Lead service reviews with internal teams and third‑party suppliers to assure delivery against SLAs, KPIs, and service targets.
  • Manage service go‑lives and early life support, ensuring services are supportable and resilient.
  • Monitor service health, identify risks and capacity constraints, and recommend corrective actions.

Stakeholder & Supplier Management

  • Act as the primary service contact for business stakeholders during live service operations and incidents.
  • Coordinate and manage communications during planned and unplanned service interruptions.
  • Lead supplier engagement and assurance activities, working closely with Commercial and Procurement teams.
  • Represent Technology within governance forums, approval boards, and senior stakeholder discussions.

Further duties can be found under Detailed Job Description and Main Responsibilities.

Gweithio i'n sefydliad

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.   

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.  

Please visit our careers site for more information https://gov.uk/ukhsa/careers

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Incident, Problem & Continuity Management

  • Support and influence Incident, Major Incident, and Problem Management activities.
  • Contribute to root cause analysis and preventative actions.
  • Influence Service Continuity Management activities, including SLAs and Business Impact Assessments (BIAs).

Continuous Improvement & Service Development

  • Drive continual service improvement, applying ITIL principles.
  • Influence technical and non‑technical stakeholders on the value of service management disciplines and investment.

Service Catalogue & Governance

  • Manage the introduction, change, and retirement of services within the Service Catalogue.
  • Work with Service Design & Integration to ensure service information remains accurate and aligned to business needs.

The above is only an outline of the tasks, responsibilities and outcomes required of these roles. 

 

They will carry out any other duties as may reasonably be required.  The job descriptions and person specifications may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

 

Essential Criteria

 

  • Experience managing live IT services, including ownership of SLAs, KPIs, and service performance.
  • Proven ability to maintain service availability and reliability in line with business outcomes.
  • ITIL qualification (or equivalent) with extensive experience in IT Service Management, with a primary focus on Service Delivery.
  • Experience working with senior stakeholders to deliver outcome‑focused services.
  • Experience working with third‑party suppliers within a service delivery environment.
  • Confidence representing Technology within governance and senior leadership forums.
  • Ability to produce clear, insight‑led service performance reporting.
  • Strong analytical skills to identify risks, trends, and service improvement opportunities.

Desirable Criteria

 

  • Experience using ServiceNow or equivalent IT service management tooling.
  • Experience working within a supplier delivered ITSM model.
  • Experience applying formal continual service improvement or Kaizen approaches.
  • Financial awareness, including experience considering cost, risk, and value when making service delivery decisions.
  • Exposure to commercial activities such as contract management, renewals, or tender exercises.

Application & Sift (Competency-based)

At sift stage you will be assessed against the 8 Essential Criteria listed in this job advert. You will be required to complete an:

  • Application form (‘Employer/Activity history’ section on the application)
  • 1000 word supporting statement

This should outline how your skills, experience, and knowledge provide evidence of your suitability for the role. You will receive a joint score for your application form and statement.

The application form is the kind of information you would put into your CV – please be advised you will not be able to upload your CV.  Please complete the application form in as much detail as possible. Please do not email your CV.

Healthjobsuk has a word limit of 1500 but your statement of suitability must be no more than 1000 words. We will not consider any words over 1000.

Longlisting

In the event of a large number of applications, we may longlist into 3 piles of:

  1. Meets all Essential Criteria
  2. Meets some Essential Criteria
  3. Meets no Essential Criteria

Only those that 'Meets all Essential Criteria' will progress to Shortlisting.

Shortlisting

In the event of a large number of applications, we may conduct an initial sift on the following Essential Criteria:

  • Experience managing live IT services, including ownership of SLAs, KPIs, and service performance.
  • Strong practical understanding of ITIL principles and their application across core ITSM practices.

Desirable criteria may be used in the event of a large number of applications/successful candidates.

If you are successful at this stage, you will progress to interview.

Please note feedback will not be provided at this stage.

Interview (Competency-based)

You will be invited to a single face-to-face interview. Interview date(s) and location to be confirmed.

During the interview we will assess against the below in relation to the 8 Essential Criteria:

•    Knowledge 
•    Experience 
•    Skills and Abilities

You will be asked to prepare a 10-minute presentation explaining how you would work with stakeholders, suppliers, and technical teams to restore confidence in the service and improve its performance based on the following scenario:

  • A critical IT service is experiencing frequent outages, and confidence in the service has fallen among users and senior stakeholders.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. 

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants). 

Salary Information

Grade: Civil Service Grade 7

Inner: £60,494 - £70,566
Outer: £58,340 - £68,574
National: £56,185 - £66,581
Per annum, pro-rata

Please be aware that the salary is based on the office location.

If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Location

This role is being offered as hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.

We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London).

Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement

Successful candidates must pass a basic disclosure and barring security check before they can be appointed.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Security Check (SC).

For meaningful National Security Vetting checks to be carried out individuals need to have lived in the UK for a sufficient period of time. You should normally have been resident in the United Kingdom for the last 5 years as the role requires Security Check (SC) clearance. (delete as appropriate) UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting and applicants should contact the Resourcing Support listed in the advert for further advice.

Manyleb y person

Application form and supporting statement

Meini prawf hanfodol
  • Application form and supporting statement

Essential Criteria

Meini prawf hanfodol
  • General Questions on Experience, Knowledge and Skills

Presentation

Meini prawf hanfodol
  • A critical IT service is experiencing frequent outages, and confidence in the service has fallen among users and senior stakeholders. Prepare a 10-minute presentation explaining how you would work with stakeholders, suppliers, and technical teams to restore confidence in the service and improve its performance.

Bathodynnau ardystio / achredu cyflogwyr

Purple SpaceApprenticeships logoNo smoking policyAge positiveImproving working livesMindful employer.  Being positive about mental health.Disability confident employerThe Employers Network for Equality & Inclusion (enei) is the UK's leading employer network covering all aspects of equality and inclusion issues in the workplace.Carer Confident -AccomplishedHappy to Talk Flexible Working

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Enw
Sarah Handy
Teitl y swydd
Resourcing Support
Cyfeiriad ebost
[email protected]
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