NHS AfC:
Band 7ContractPermanentHours
1. Full time
2. Flexible working
37.5 hours per week Job ref 914-BSA7427117-A Site Hesketh HouseTown FleetwoodSalary £47,810 - £54,710 per annumSalary period YearlyClosing 09/09/2025 23:59
Job overview
NHSBSA is leading the Future NHS Workforce Solution Transformation Programme. As a key member of the Future NHS Workforce Solution Transformation Programme, you will have the opportunity to showcase your experience in a wide range of Service Management skills contributing to the development of the Service Management approach for the transformed service.
You will possess a strong background in IT Service Management, with a solid understanding of ITiLv4 practices. Your expertise in IT service management, service provision, relationship management and supplier engagement, SLAs/performance management, and the use of management reporting and dashboards will be highly valued.
We are seeking a passionate and talented IT Service Manager who can fulfil the outlined requirements.
What do we offer? • 27 days leave (increasing with length of service) plus 8 bank holidays • Flexible working (we are happy to discuss options such as compressed hours) • Flexi time • Hybrid working model (we are currently working largely remotely) • Career development • Active wellbeing and inclusion networks • Excellent pension • NHS Car lease scheme • Access to a wide range of benefits and high street discounts!
Main duties of the job
In this role, the post holder will support a series of dedicated assurance activities within the Future NHS Workforce Solution Transformation Programme with a focus on Change Management assurance, including:
3. Service design and delivery, including the development of the service management approach and application of IT Service Management.
4. (ITSM) Change Enablement and Organisational Change Management policies, processes and procedures in accordance with ITiLv4 practices.
5. Establishment of Change Governance structures and supporting Change Authority, in accordance with the agreed contract schedule.
Working for our organisation
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Detailed job description and main responsibilities
Specialist Skills
1.Oversee the continuous development, transition and day to day operation of associated ITIL service management processes and governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.
2.Guide the service desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping service desk practices in the context of customer and user experience, working with internal and external stakeholders to provide a strong value focused direction.
3.Lead the adherence to Service Management policies, processes and procedures, ensuring they are in place for the service desk function and are followed by all Service Providers with non-conformance reported and reviewed;
4.Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements to meet changing needs.
5.Ensure that relevant Service Management policies, processes and procedures are in place for each function and are followed by all Service Providers with non-conformance reported and reviewed;
6.Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.
7.Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.
8.Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.
9.Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
Staff
10.Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.
11.Enabling the performance of others, including objectives setting fully aligned to departmental and organisational objectives and goals, and the development and motivation of staff to achieve them.
12.Conducting meaningful appraisals and 1-1s, develop and monitor training and personal development plans, setting performance targets and monitoring progress against agreed quality and performance criteria.
13.Advises individuals on career paths and encourages pro-active development of skills and capabilities.
14.Undertake recruitment and selection in line with organisational processes and participate in the implementation and delivery of initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business landscape.
15.Provide and encourage 360 feedback to support and promote the personal development of teams and individuals.
16.Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions and, processes and work as required, and in conjunction with agreed procedures.
17.Pro-active management and review of staff workload, management information and resource requests to inform forward planning and resource management, whilst completing own assigned tasks, to a high quality and within agreed timelines.
Financial Management
18.Responsibility for contributing to budget management processes in accordance with NHSBSA’s policies, standing orders, financial regulations and legislative requirements.
19.Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within the technology department.
20.Monitoring budget spend and resource estimates against projects and change initiatives.
Relationship Management
21.Effectively engage and collaborate across multiple disciplines to ensure consistent approaches, methods, standards, and patterns are holistically applied.
22.Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation;
23.Implement stakeholder engagement/communications plans, such as handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.Escalates issues or problems where appropriate.
Information Management
24.Implement, monitor and report on a number of areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.
Delivery Management
6. Delivering continuous improvements to enhance own and business areas; co-ordinating and delivery of work across multiple strands such as continuous improvement, project related work, and operational tasks, escalating issues at appropriate times.
7. Preparing and executing plans to enable the delivery and management of projects and programmes undertaken by the team. Providing operational direction in the preparation of plans to deliver systems and service across the organisation.
8. Manage, develop and implement approaches, strategies, standards, practices and policies across the team, ensuring and monitoring the timely delivery of business objectives within budget through the management of projects and programmes.
9. Challenge and provide feedback to create functional and non-functional requirements to ensure the overall needs of the business are met from a Technology perspective as well as adherence to business objectives and alignment with Technology Strategy
10. Participating in procurement processes for hardware and software by reviewing functional requirements and providing non-functional requirements to ensure the overall needs of the business are met from a Technology perspective.
Person specification
Personal Qualities, Knowledge and Skills
Essential criteria
11. 1.Knowledge of implementing or working under the ITIL V3 framework in particular as part of the Service Operation stage of the lifecycle.
12. 2.Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment
13. 3.A general and broad knowledge of current issues and advances across all service management disciplines
14. 4.Experience with implementing, developing and supporting the improvement of Service Management toolsets
15. 5.Experience of service management delivery within a recognised ITSM operating model
Desirable criteria
16. 1.Experience of using project implementation methodologies
17. 2.Knowledge of the ITIL V4 framework
18. 3.A detailed knowledge of SIAM principles, aims and their application.
Experience
Essential criteria
19. ITIL based service management
20. Experience of working within and across ITiL v3 framework and service value chain, including but not limited to:- •Incident Management (including Major Incident Management) •Problem Management •Knowledge Management •Service Request Management •Service Level Management •Change Management •Data, Asset & Configuration Management •Continual Service Improvement (CSI). •Leading and managing staff to deliver organisational goals and objectives. •Managing contracted suppliers against a KPI and service management/improvement framework. Managing Service Reviews and approval of supplier delivered reports. •Delivery of internal Service Management Reports. •Multi-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
21. On-going Continuous Professional Development.
22. Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.onal Development.
Desirable criteria
23. 1.Exposure to ISO27000
24. 2.ITIL based service management
25. 3.Experience of all Technology management disciplines
26. 4.Experience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes
27. 5.Working with technology experts to understand technical concepts and apply them to enable value for customers
Qualifications
Essential criteria
28. 1.Degree calibre with relevant in-depth knowledge of the subject matter
29. 2.ITIL v4 Foundation (or prepared to work towards)
Desirable criteria
30. 1.Post Graduate qualification or equivalent
31. 2.Relevant Professional Qualifications i.e. BCS Foundation in SIAM
32. 3.Certification in Agile Service Management
The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.
At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.
We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.
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