IT Service Performance and Improvement Manager
| Posting date: | 09 May 2025 |
|---|---|
| Salary: | £53,755.00 to £60,504.00 per year |
| Additional salary information: | £53755.00 - £60504.00 a year |
| Hours: | Full time |
| Closing date: | 18 May 2025 |
| Location: | London, E14 4PU |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | M9912-25-0023 |
Summary
The successful candidate will bring a wealth of expertise in IT service management and a strong commitment to continual service improvement. They will play a key role in the continuation of the design and development of a structured ITIL-aligned service management framework, supporting its adoption across the organisation by; Managing the IT Service Performance and Improvement team: The candidate will need strong leadership and motivational skills, along with the ability to influence and coach team members effectively. Designing and developing a structured ITIL-aligned service management framework: This requires a deep understanding of ITIL frameworks and service management best practices and experience of implementing ITIL processes, in a constantly changing environment. Developing comprehensive trend analytics and reporting processes: The candidate should have proficient IT skills, particularly in using Microsoft Office packages, and the ability to analyse IT ticket data, incidents, and IT processes to provide a comprehensive view of service performance and drive improvements. Defining and implementing a service portfolio/catalogue in the ITIL Service Management toolset: This requires a thorough understanding of NHS Resolution's service offerings, the ability to document and standardise these services, and the skills to ensure they are effectively communicated and adopted across the organisation. IT Supplier Management: The candidate will need strong relationship management skills, the ability to monitor and report on supplier performance, and extensive experience in ensuring that suppliers meet or exceed expectations. What were looking for We are seeking a highly skilled and motivated individual for the role of the IT Service Performance and Improvement Manager. This position offers a unique opportunity to shape the future of IT service management within our organisation. The successful candidate will possess the following; Qualifications, Skills, and Attributes: Information Technology or Business degree or equivalent relevant experience ITIL v3 or v4 Foundation certification and experience Excellent analytical skills and the ability to identify and implement process change Ability to innovate in the management of IT service and operational processes and to identify opportunities for more effective service delivery Excellent written and oral communication skills, with the ability to communicate at all levels and sometimes in sensitive and/or hostile environments Person Specification: Leading and managing staff to deliver organisational goals and objectives Service Management experience including in-depth knowledge of Major Incident Management, Problem Management, Service Performance Management and Continual Service Improvement Managing contracted suppliers against a KPI and service management/improvement framework Delivery of internal service management reports Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively to support business outcomes This position offers a unique chance to contribute to the creation of a continuous improvement environment, engaging with DDaTT teams to support the delivery of efficient and effective services. If you are confident, self-motivated, and committed to your personal and professional development, we encourage you to apply for this exciting opportunity. At NHS Resolution (NHSR), we pride ourselves on recruiting talented individuals from a wide array of professional backgrounds. While many of our team members come from the NHS, we also welcome expertise from insurance companies, legal firms, technology sectors, and everything in between. Our commitment to diversity means we value the unique perspectives and experiences that individuals from all walks of life bring to our organisation. By fostering an inclusive environment, we ensure that our team reflects the rich diversity of the communities we serve.