We’re working in partnership with a world-leading healthcare software provider who deliver critical solutions directly to the NHS. They’re now seeking a highly skilled Service Manager to take ownership of Problem, Change, and Major Incident Management within their UK operations.
Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
This is a pivotal role where you’ll be tasked not just with managing day-to-day processes, but with driving transformation – reviewing, rewriting, and optimising service management frameworks to ensure best-in-class support for NHS customers.
Key Responsibilities:
* Lead the governance and delivery of Problem, Change, and Major Incident processes.
* Redesign and refine existing frameworks, embedding best practice ITIL principles.
* Identify and implement opportunities to optimise service delivery across a large-scale, high-demand NHS customer base.
* Act as the escalation point for critical issues, ensuring robust communication and resolution pathways.
* Collaborate with internal teams and stakeholders to deliver measurable improvements in service performance.
What we’re looking for:
* Strong background in ITIL-driven Service Management, with deep expertise in Problem, Change, and Major Incident Management.
* Proven ability to rewrite, modernise, and embed service processes.
* Experience in high-demand, customer-focused environments (healthcare/NHS exposure highly desirable).
* Excellent stakeholder engagement skills – able to influence at both technical and senior leadership levels.
* A continuous improvement mindset with a track record of optimising support functions.
This is a fantastic opportunity to join a global leader in healthcare technology, working on solutions that directly impact frontline NHS services.