IT Process Lead
| Posting date: | 07 January 2026 |
|---|---|
| Salary: | £48,527.00 to £55,532.00 per year |
| Additional salary information: | £48527.00 - £55532.00 a year |
| Hours: | Full time |
| Closing date: | 15 January 2026 |
| Location: | Location to be confirmed at interview, CF11 9AD |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | M9025-26-0002 |
Summary
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click "Apply now" to view in Trac Main Responsibilities include: Plan and organise complex service management activities based on service priorities, performance data, business needs, and strategic objectives, adapting plans as requirements evolve. Lead the design, implementation, and governance of Service Level Management processes, ensuring they are effective, measurable, and continuously improved. Establish and maintain operational methods, procedures, and reporting mechanisms to support transparent and consistent service performance management. Define and maintain meaningful service metrics, KPIs, and targets that reflect value, outcomes, and user experience, as well as performance. Analyse service performance data, trends, and user feedback to identify risks, issues, and opportunities for improvement, and lead or contribute to improvement initiatives. Take ownership of service level issues, proactively identifying potential failures and working with stakeholders to agree and implement corrective actions. Ensure service reporting is timely, accurate, and accessible, supporting effective decision-making at operational and senior levels. Balance cost, risk, and value to ensure service management activities deliver value for money and support sustainable service delivery. Influence and build strong, trust-based relationships and partnerships with a wide range of stakeholders, managing expectations and resolving conflicts constructively. Support and embed ITIL v4 principles, including value co-creation, continual improvement, and a holistic view of service management across the organisation.