Head of Service Delivery

Job Title                     Head of Service Delivery

Function:                   Data & Technology

Location:                    Nottingham – Hybrid

Contract type:           Permanent

Salary:                        £79,719 with potential to rise to £93,787 over 3 years

Closing Date:            Tuesday 3^rd June 2025

NHS Supply Chain currently has an opportunity for a Head of Service Delivery to join our team during an exciting period of transformation, working to make it easier for the NHS to put patients first.

NHS Supply Chain IT operates a Service Integration And Management (SIAM) model, OneIT with four different Service Providers delivering the end to end suite of services across Service Integration and Helpdesk, Modern Workplace services, Infrastructure and Networks, Application Development and Management and Cyber Security.

The Head of Service Delivery is responsible for leading the Service Delivery team and is the owner of both the Service Integrator, Service Desk, and Modern Workplace Service Providers.

They are responsible for ensuring the smooth day to day operations, performance reporting and risk management of the end-to-end IT services, working alongside our third-party partners.

They’ll own the introduction and ongoing evolution of ITIL4 Practices and workflow tooling (ServiceNow) utilisation across all IT Service Providers, ensuring effective delivery of key processes such as Incident Management, Change introduction, and Service Readiness.

They will also be the business owner of the Modern Workplace Product with responsibility for developing and implementing a coherent long-term roadmap across End User Compute and desktop management – moving SCCL to a touchless mode of operation.

This is an exciting opportunity to join an established and enthusiastic leadership team at a critical juncture as the new model is embedding over the next 12 months.

Deep relevant experience of Service delivery/modern workplace services and supplier management as well as building strong relationships in a SIAM model is critical.

The role leads the day-to-day service and performance management of IT delivery, coordinating with IT service providers to oversee the execution of IT operations to troubleshoot and guarantee service levels. They will build strong relationships with customers of IT Services to drive the quality of all IT services and provide a persistent means by which customer needs can be received and reflected into the end-to-end service delivery strategy.

Every day you will … 

• Develop the strategy for a significant area of responsibility, anticipating complex issues, challenges, and opportunities, ensuring the strategy is successfully implemented and meets the medium-term business needs.
• Maintain oversight of how policies and procedures are applied, supporting the team and IT providers to resolve complex or sensitive issues, whilst creating the conditions for independent values-led decision making.
• Contribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators (KPIs); develop business cases for key activities/projects; and estimate the financial and human resources required to deliver performance targets.
• Communicate the function’s strategy and its relationship to the organisation’s mission, vision, and values; clarify the actions needed to implement this strategy within the area of responsibility; motivate people to commit to the mission, vision, and values and do extraordinary things to achieve the organisation’s business goals.
• Identify the capabilities needed to meet the current and emerging business needs. Evaluate current capabilities, identify gaps, and prioritise development activities. Motivate others to develop their capabilities and fulfil their personal potential. Build capabilities elsewhere in the organisation through coaching, mentoring, and other informal methods.

What can we offer you?

We want to reward you for your passion, enthusiasm, and hard work so we offer much more than a competitive salary:

• Hybrid working opportunities, giving you the flexibility to work collaboratively in the office and remotely.  
• We recognise our employees’ hard work and contributions with annual bonus schemes, long service, and VIP colleagues awards. 
• 27 days holiday plus bank holidays, with the option to purchase an additional 5 days.
• We are dedicated to your development, through in-house training, support, and access to external qualifications to maximise your potential.
• A focus on your well-being offering 1 day of paid well-being leave and free access to the 24/7 Employee Assistance Programme
• Generous pension scheme (with us contributing 12% when you contribute 6%)
• Access to our Flexible Benefits Scheme, where you can choose from a variety of benefits such as Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance, and additional pension contributions that suit you.
• 2 days of paid volunteering leave allowing you to give back to your community. 
• Access to many discounts from the Blue Light Card to NHS Discounts.

NHS Supply Chain, who are we?

Our role is to support the NHS to save lives and improve health. We are a part of the NHS family, and our role is to source, deliver and supply healthcare products, services and food for NHS trusts and healthcare organisations across England and Wales.

We serve every NHS Trust and operate a national network of distribution centres, managing relationships with more than a thousand suppliers and delivering more than 8,000,000 orders each year to more than 17,000 locations. Doing all of this on behalf of the NHS gives NHS staff more time to focus on their main priority of providing excellent patient care.

 What skills will help you thrive in this role?

• At least 5 years’ experience in a Head of Service Delivery role and a background of leading a cross-functional team.
• The ability to develop and implement service delivery strategies that align with the overall business strategy.
• Proven ability to oversee day-to-day IT operations, manage SLAs and co-ordinate with internal and external service providers.
• Previous experience of managing third party service providers and negotiating service agreements.
• Strong stakeholder management skills with the ability to influence senior stakeholders in the business.
• Proficient with the ITIL Framework and extensive previous experience of managing IT Services.
   

Want to develop your career with the NHS Supply Chain? Then apply below or reach out for an informal discussion about the role in confidence by emailing us at Careers@supplychain.nhs.uk 

Our Inclusive Commitment

At NHS Supply Chain, we are committed to building an inclusive environment where difference is not only valued, but celebrated, giving everyone the opportunity to thrive in their career. Developing our people is key to our success, so if this role sounds like the right next step in your career but your experience doesn’t match perfectly with the job advert, we encourage you to still apply.

Struggling to complete our application form, and require additional support? Reach out to our Talent Acquisition team at careers@supplychain.nhs.uk who will be happy to help you with alternative ways to apply.

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