Team Lead - Operations B7

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included.

The Service Support Manager will lead the development, delivery and continuous improvement of IT Service Desk services across NHS Greater Glasgow and Clyde and partner organisations. The post combines service leadership with technical expertise, particularly in Service Now, to improve user experience, enhance support processes and deliver high-quality digital services. The role involves working closely with operational, technical and business teams to ensure IT support services remain effective, responsive and aligned with organisational priorities.

All roles will be assessed for sponsorship eligibility in line with current Home Office requirements. NHS Greater Glasgow and Clyde (NHSGGC) can only issue a Certificate of Sponsorship (CoS) where these are met.

Full-time, permanent

Shift pattern - to be confirmed

Base location
- Westward House

• Lead and support the delivery of IT Service Desk services.
• Develop, implement and communicate service support policies, procedures and standards.
• Monitor service performance and drive continuous service improvement.
• Support the introduction of new services and systems through effective support models and processes.
• Manage incidents, requests, escalations and service issues in partnership with internal and external stakeholders.
• Contribute to service reporting, governance and operational planning.
• Shape and improve Service Now workflows, processes and user journeys.
• Translate business and user requirements into practical Service Now solutions.
• Support the design and implementation of new Service Now functionality.
• Collaborate with developers, analysts, architects and technical specialists to deliver digital service improvements.

• Significant experience in IT service support, service desk management or service delivery within a complex organisation.
• Strong understanding of IT service management principles and continuous improvement.
• Experience developing operational policies, procedures and support models.
• Excellent communication, stakeholder engagement and teamwork skills.
• Ability to manage competing priorities and maintain high standards of customer service.
• Practical experience using Service Now, including IRSM.
• Knowledge of Service Now modules and their interaction within a large NHS environment.
• Experience in workflow design, process integration and technical service solutions.
• Good technical understanding of integrations and related technologies.
• Experience interpreting requirements and supporting Service Now developments through implementation.
• Experience contributing to Service Now implementations, enhancements and platform development.
• Experience working in collaborative, Agile or fast-paced delivery environments.

• Experience working within the NHS or public sector.
• Knowledge of large-scale digital, eHealth or national service environments.
• Familiarity with service performance reporting, governance and supplier management.
• Experience with wider Service Now capabilities, including employee-facing services, cyber, change management and related modules.

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities.

As an NHS Scotland employee, you will be entitled to:

• A minimum of 27 days annual leave, increasing with length of service, plus public holidays
• Membership of the NHS Pension Scheme, including life insurance benefits
• Salary Sacrifice Car Benefit Scheme
• Development opportunities including study bursaries, e-learning and…