LW- Digital Service Centre Manager

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

Band 7

Salary: £52,845 - £61,466

Hours: 36 hours per week

Contract: Permanent

Location: Aberdeen Royal Infirmary, Digital Directorate

An exciting opportunity has arisen for an experienced and motivated leader to join NHS Grampian as Digital Service Centre Manager. This role is central to the delivery of high‑quality front‑line digital and communication services across NHS Grampian, with responsibility for the day‑to‑day operational management and continuous improvement of the Digital Service Centre which includes the IT Service Desk and Switchboard.

• Lead the operational delivery, performance and continuous development of the Digital Service Centre, including the IT Service Desk and Switchboard.
• Manage and support a multidisciplinary team delivering high‑volume front‑line digital and communication services.
• Monitor service standards, KPIs and operational performance, taking action to address issues and drive improvement.
• Act as an escalation point for service disruptions, incidents and complex operational issues, including support to major incident response.
• Lead workforce planning, rota management and day‑to‑day resource allocation for a 24/7 service.
• Develop and implement service improvements, standard operating procedures and change initiatives across front‑line digital services.
• Work collaboratively with internal teams, senior managers and external suppliers to ensure effective and resilient service delivery.
• Support staff development through recruitment, induction, coaching, performance management and ongoing professional development.

The candidate should bring substantial management experience with a proven ability to lead teams in demanding operational environments and through periods of change. You will have strong leadership, communication and organisational skills, with the ability to motivate teams, manage competing priorities and deliver high standards of service.

The candidate should have relevant knowledge of a switchboard or service desk environment. Experience of managing a 24/7 service, leading service improvement, and applying structured service management approaches such as ITIL will be advantageous. A commitment to compassionate leadership, staff development and continuous improvement is essential. The successful applicant will also be required to participate in the on‑call roster as part of this post.

As a disability confident employer we are committed to ensuring our recruitment processes are inclusive and accessible to all. If you need us to make any adjustments during the recruitment process, please let us know by contacting our recruitment team at the earliest opportunity. Email us ruitmentt.