Digital Service Delivery Manager
Job in
Ashton-under-Lyne, Tameside, Greater Manchester, England, UK
Listed on 2026-11-02
Listing for:
The Methodist Church in Britain
Full Time
position Listed on 2026-11-02
Job specializations:
-
IT/Tech
IT Support, IT Business Analyst, IT Specialist, IT Project Manager
Job Description & How to Apply Below
This Digital Service Delivery Manager post sits within digital services at Pennine Care NHS Foundation Trust, a mental health and learning disability provider across Greater Manchester. The role leads end-user support across the service desk, remote second-line and on-site field engineering, and sets up and runs ITIL-aligned processes for incidents, changes and assets. It is distinct for its scope across a multi-site regional trust, including acting as or appointing the major incident manager and overseeing device lifecycle.
Candidates need ITIL Foundation or equivalent, and a degree or relevant experience of managing live services.
- Lead 1st and 2nd line support and field engineering, with triage, prioritisation and resolution against SLAs and OLAs
- Act as, or appoint, Major Incident Manager, coordinating stakeholders, communications and post-incident reviews
- Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement from data
- Establish, embed and maintain ITIL-aligned processes, including Incident, Request, Problem, Change, Knowledge, Asset and Configuration, Major Incident, Service Reporting and CSI
- Ensure high-quality support for the Trust's digital estate, systems and services, keeping them safe, reliable and user-centred
- Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums
- Improve customer satisfaction and align services with clinical and business priorities
- Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues
- Maintain knowledge sharing, SOPs and self-service resources to support first contact resolution
- Manage ITIL processes and support the CAB to ensure safe, governed change
- 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
- Degree in IT, Digital, Information Systems or equivalent relevant experience
- ITIL Foundation (v4 or later) or equivalent IT service management qualification
- 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
- Working knowledge of ITIL-aligned processes (incident, problem, change, request fulfilment, service level management)
- Understanding of service performance management, including KPIs, SLAs and CSI
- Knowledge of digital service delivery in complex organisations
- Strong stakeholder engagement skills
- Analysing service data to deliver improvements
- Leading and developing staff
- Generous annual leave entitlement for Agenda for Change and Medical and Dental staff
- Flexible working opportunities to support work/life balance
- Access to Continued Professional Development
- Involvement in improvement and research activities
- Health and wellbeing activities and access to a staff wellbeing service
- Staff discounts across retail, leisure and travel
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×