Overview
We are seeking a skilled and motivated Service Management Practitioner to join the Systems, Applications, and Reporting team within the Business Intelligence function, Data & Systems. This role calls for someone with a passion for delivering exceptional service and a commitment to excellence. You'll be part of a dynamic team working to drive impactful outcomes and support our mission.
Responsibilities
To deliver an effective and competent level of Service Management for multiple systems and applications and consistently deliver a user focused service which promotes excellent customer service and effective working relationships.
The post holder will work with a team consisting of Helpdesk Assistants, Team Leaders and Service Management Analysts. This will include line management, dealing with difficult situations, organising workloads and effectively managing escalations.
The Service Management Practitioner will support the Service Manager and Head of Service in delivering efficient user support, ensuring that the teams workstream is planned and managed effectively, accurately and in a timely manner.
The Service Management Practitioner is responsible for ensuring effective and efficient delivery of services, representing the team to other stakeholders, and helping to ensure that the services are delivered effectively, efficiently and in alignment with the SLA whilst constantly developing and improving the service. The post holder will monitor operations to ensure KPIs and SLAs are adhered to.
The main responsibilities will also include problem, change, incident, service request management, jeopardy processes, active management of major incidents (creating major incident reports, liaising with the Service Desk, chairing calls with relevant stakeholders to reach quick resolution, conducting post incident reviews).
Qualifications & Experience
Essential
* Degree qualification in a relevant subject area or have equivalent experience
* ITIL Foundation V3 or V4, or equivalent experience.
* Demonstrate previous management experience
Desirable
* ITIL Practitioner qualification or equivalent experience
Knowledge & Experience
* Knowledge of working in a Service Management environment
* Knowledge of the ITIL framework and how this is applied
* Knowledge of using Service Management toolsets to support and enhance processes and procedures
Desirable Knowledge & Experience
* Knowledge of how the wider NHS and associated NHS organisations collaborate
Skills
* Problem Management and Major Incident Management skills
* Excellent customer service, interpersonal, and conflict resolution skills
* Knowledge of information systems and experience operating one or more information system
Desirable Skills
* Agile Foundation qualification or equivalent experience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Details
* Date posted: 01 September 2025
* Pay scheme: Agenda for change
* Band: Band 7
* Salary: £47,810 to £54,710 a year per annum
* Contract: Fixed term
* Duration: 6 months
* Working pattern: Full-time, Home or remote working
* Reference number: 880-7400518-A
* Job locations: Leicester County Hall, Leicester Road, Leicester, LE3 8RA
Employer details
Employer name: NHS Arden and Greater East Midlands Commissioning Support Unit
Address: Leicester County Hall, Leicester Road, Leicester, LE3 8RA
Employer\'s website: https://www.ardengemcsu.nhs.uk/
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