Overview
Job Introduction
Job title: IT Service Delivery Manager
Location: Home based with the requirement for travel to site
Salary: Up to £60,000 depending on experience
Hours: 37.5
Help us to deliver great primary care by improving access, outcomes and patient experience.
At Operose Health, we delivery local primary care, at scale. It is our purpose to improve access, outcomes and patient experience. Our colleagues live our values and our empowered to be the best they can be for our patients, and each other – because we CARE.
Caring
We listen and through compassion, understanding and a willingness to keep an open mind, we support and empower people to have a healthier future.
Ambitious
Through determination and our passion for transforming the patient experience, we continue to redefine and revolutionise the future of primary care.
Resourceful
Creative, agile, with a devotion for lifelong learning, we go above and beyond to improve the quality of our services.
Excellence
We strive to do the best we can do and be the best we can be for our patients, employees and NHS partners.
Main Responsibility
As a valued member of the Operose Health team, your key duties will include:
- Oversee and manage end-to-end IT service delivery for internal users and external stakeholders.
- Ensure IT support services align with operational goals, regulatory requirements, and business priorities.
- Lead, coordinate, and support the IT service desk and application support team to ensure efficient handling of incidents, problems, and service requests.
- Define, implement, and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service excellence.
- Work closely with stakeholders to understand and meet their IT service needs, especially in the context of primary care, urgent care and NHS-related workflows.
- Identify and implement continuous service improvements to enhance performance, reduce response times, and increase end-user satisfaction.
- Develop and execute training and professional development plans for IT service staff.
- Produce regular reports and performance metrics for senior leadership, providing insights into service trends and improvement areas.
- Manage relationships with third-party suppliers, ensuring consistent delivery and adherence to SLAs.
The Ideal Candidate
What we look for in new colleagues:
- Minimum 5 years in IT service management or IT operations leadership
- Degree in IT, Computer Science, or related field
- ITIL Foundation (or higher); PRINCE2, Agile, or other project/service management certifications (Desirable)
- Experience supporting NHS England, ICBs, GP practices, or urgent care providers
- Familiarity with healthcare IT systems and clinical workflows
- Working knowledge of clinical systems such as EMIS or SystmOne
- Demonstrated ability to lead, motivate, and manage technical teams
- Experience leading digital or IT service transformation initiatives
- Skilled in the use of service desk platforms and IT infrastructure monitoring tools
- Familiarity with cloud services, endpoint management, and cyber security best practices
- Strong interpersonal and communication skills; able to liaise confidently with clinicians, administrators, and suppliers
- Experience working with ICSs, PCNs, or NHS England representatives
- Able to assess complex issues, prioritise resolution, and deliver service improvements
- Experience in service review cycles, root cause analysis, and continual service improvement plans
Package Description
How we’ll support you:
- A rewarding career making a positive impact on people’s lives.
- A competitive salary and benefits package.
- In house development giving the opportunity to grow both personally and professionally.
- 27 days annual leave plus bank holidays.
- Salary sacrifice schemes.
- EAP.
About the Company
We change lives by transforming health and care.
Established in 2006, we are one of the UK’s leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year – guided by our simple values: we care, we think, we do.
We’re committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We’re a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.
While it doesn’t happen often, sometimes a role is very popular, and we’ll need to close it earlier than the date we’ve shown here. If you’re keen to join our team, we’d love to hear from you so please apply as soon as you can.
As you’d expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.
Finally, we need to let you know that the company you’ll work for is part of HCRG Care Group Holdings Limited and by applying for this job we’ll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website’s privacy policy.
