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Head of Service Management (Live Services)

Posted: 25 May 2022 Closes: 29 May 2022
Leeds or Exeter Band 8D - £78,192 - £90,387
Permanent & Full-time 1261151643

About the role

We are looking for experienced leaders to help us deliver fantastic digital, technology and data services to organisations in the NHS family and to support them in improving people's health and care.

We have an exciting strategy within the Live Service directorate, and we would like you to help us further develop and improve it to ensure we continue to be at the forefront of service management practice across industry.

You will lead an operation of around 80 professionals who manage an extensive portfolio of multiple services, delivered by or through NHS Digital, working within a highly motivated, supportive, and inclusive senior leadership team.

To ensure ongoing alignment of our mutual needs across health and care organisations, delivery partners and stakeholders in other directorates, we will look to you to develop positive relationships to ensure collaborative delivery.

These are challenging and rewarding roles where you will be responsible for ensuring that the customers of NHS Digital have the required cost-effective systems, information, performance improvement and technology services needed to provide excellent clinical care to their service users.

About you

We are looking for someone with extensive experience of managing technology, digital and data services and service management teams. You will have the experience and ability to tailor and adapt practices to the needs of different services and customers where appropriate, and an overall desire to standardise delivery and our management approach.

You should be comfortable operating the ITIL framework as well as using complementary approaches, such as Agile, DevOps and Lean, to deliver value.

You will have the following skills and experience:

Note further information on the role and requirements is within the attached job description.

  • Extensive industry experience of managing live technology, digital and data services, equivalent to a master's degree
  • ITIL Practitioner, VeriSM Foundation or equivalent experience.
  • Programme and/or Project management experience
  • A recognised management qualification or equivalent management and leadership experience.
  • Proven experience of leading other managers in a matrix management environment to drive the achievement of desired outcomes
  • Evidence of consistently delivering complex programmes/projects on target
  • The ability to motivate people and harmonise diverse and conflicting viewpoints;
  • The ability to think strategically but also, where necessary, to engage in the detail of complex issues.
  • Proven experience at a senior level of service management, leading change management projects and of partnership working across complex organisations and across disciplines;
  • The ability to be credible at Board level and with all staff with whom the post-holder is likely to work.


What's in it for you


  • a role as part of a dynamic team using data and digital technology to transform health and care
  • a range of opportunities to build your experience in an environment where your
    work has a direct and positive impact
  • a real commitment to your personal and professional development with access
    to a broad range of learning opportunities

About us

NHS Digital is a great place to work. What we do matters.

Our outstanding teams are passionate about technology and public service, making use of everyone's skills to improve people's lives.

We collaborate to deliver world class tech and intelligence, so come and join us. We are committed to sustainability, diversity and inclusion; our people are at the heart of what we do.

Find out about the amazing work we do by visiting our website: https://digital.nhs.uk/about-nhs-digital/our-work

Find further information on the current work we are undertaking meeting the challenges of the pandemic here: https://digital.nhs.uk/coronavirus

Why you should apply

We value the different experiences our people bring to their work at NHS Digital. We're working to create an environment where everyone can make a full contribution no matter their background, identity, or circumstances.

Which means, we encourage applications from people of all backgrounds and abilities. Don't worry if you don't meet all the criteria we've suggested - knowledge and experience you've gained in other ways might make us think about the role differently. Go ahead and apply.

Our work matters. You matter.

What we offer you:
  • we're moving to a hybrid working approach which offers you an informal, flexible way of blending home and office working
  • flexible working opportunities - we value and respect the diversity of our employees, and applications from prospective candidates who require flexible working arrangements are welcomed; these include part-time hours, job sharing, flexible hours and part-remote set ups
  • 27 days annual leave increasing to 33 days with service
  • ability to buy and sell annual leave
  • a generous pension (with our contribution equal to 20.6% of your earnings)
  • NHS Discounts including shops, restaurants, gym, mobile phones, and insurance
  • employee benefit schemes including our Season Ticket Loan, Car Lease and Bike to Work schemes

Next steps

Remote interviews will take place June 2022. Applicants who are shortlisted for interview will be contacted by email.

To view further information please see the attached role profile.
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