Job Title: Service Delivery Manager
Function: Information Technology
Location: Nottingham/Hybrid
Contract type: Permanent
Salary: £51,703 with potential to rise to £60,827 over 3 years
Closing Date: 19th June 2026
NHS Supply Chain currently has an opportunity for a Service Delivery Manager 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 five 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.
Responsibilities
* Provide strategic leadership to champion the vision and objectives of IT Services, guiding IT partners through the service delivery lifecycle and ensuring alignment with the organization’s Technology Strategy.
* Lead the monitoring and management of service levels, ensuring that all IT services meet agreed‑upon targets and business requirements.
* Produce and analyse comprehensive monthly service reports, using data‑driven insights to monitor SLAs, KPIs, and OKRs in partnership with IT providers.
* Act as the primary point of contact for IT partners, managing performance, conducting regular governance reviews, and responsible for ensuring contractual compliance.
* Build and maintain strong, collaborative relationships with internal stakeholders and business teams to ensure IT services align with evolving business needs.
* Contribute to the design of new or changed services, ensuring they are fit for purpose, scalable, and aligned with the organization’s Technology Strategy.
* Oversee the transition of new services and enhancements into the live environment, ensuring minimal disruption to operations and adherence to change protocols.
* Support the maintenance of the IT Service Catalogue, ensuring information regarding live services is accurate, accessible, and reflects current business operations.
* Assess and document the commercial impact of service delivery across the business, identifying key assumptions and dependencies across all functions.
* Lead collaborative discussions and governance forums with IT partners and internal departments to oversee service delivery and identify opportunities for improvement.
* Ensure services are delivered in line with contractual expectations, maintaining consistency in quality, experience, and performance.
* Manage IT Service Integration governance across the organization, ensuring services are aligned with established policies, processes, and escalation protocols.
* Lead the IT service integration function to enable seamless end‑to‑end technology delivery, supporting the flow of data and information across business directorates.
* Oversee IT tools and information systems, ensuring they perform as intended and contribute to optimizing business operations.
* Support IT partners in delivering integrated services by maintaining robust processes, governance, and policies, and redesigning ways of working where necessary to improve outcomes.
Benefits
* Hybrid working opportunities, giving you the flexibility to work collaboratively in the office and remotely
* Annual bonus schemes, long service, and annual awards recognising employees' hard work and contributions
* 27 days holiday plus bank holidays, with the option to purchase an additional 5 days
* In‑house training, support, and access to external qualifications to maximise development and potential
* 1 day of paid well‑being leave and free access to the 24/7 Employee Assistance Programme
* Generous pension scheme (with 12% company contribution when you contribute 6%)
* Flexible Benefits Scheme offering Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance, and additional pension contributions
* 2 days of paid volunteering leave, allowing you to give back to your community
* Access to discounts from the Blue Light Card to NHS Discounts
Skills
* Experience in service management and supplier management within the technology sector
* Strong stakeholder management, with the ability to manage expectations across the business and resolve conflict
* Skilled in tracking performance and managing SLAs, KPIs, and OKRs
* Significant experience with delivery teams operating in a SIAM model
* Experience managing third‑party delivery using both agile and waterfall methodologies
* Proven IT commercial experience, delivering business outcomes while optimising spends and minimising impact
* Effective communicator at all levels of the organization and with customers and suppliers, both orally and in writing
* Strong relationship‑building skills across the organization
* Proactive in initiating change, championing continuous improvement, and driving high standards within IT teams
* Experienced in managing disputes and enabling business optimisation and financial leverage
* Comfortable working in fast‑paced environments and delivering against tight deadlines
* Solid understanding of IT systems, infrastructure, software, and development practices
* High‑level attention to detail
* Strong analytical and problem‑solving capabilities
Inclusion and 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.
We reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.
#J-18808-Ljbffr