Overview
Join to apply for the Service Delivery Lead role at NHS Supply Chain.
NHS Supply Chain currently has an opportunity for a Service Delivery Lead 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 four 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.
Job Title: Service Delivery Lead
Function: Information Technology
Location: Nottingham/Hybrid
Contract type: Permanent
Salary: £69,187 with potential to rise to £81,397 over 3 years
Closing Date: Wednesday 17th September 2025
NHS Supply Chain currently has an opportunity for a Service Delivery Lead to oversee the delivery of Technology Services from our Supporting Technology and Infrastructure partners into the NHS Supply Chain. In this role, you’ll be responsible for ensuring services are delivered in line with contractual obligations, meeting agreed plans and KPIs. You’ll lead and coordinate IT delivery partners to maintain reliable, high-performing day-to-day operations. You’ll also work closely with business teams and stakeholders to support the design and delivery of projects and service enhancements. Your input will help shape the future roadmap, driving continuous improvement and reducing technical debt. You’ll take ownership of stakeholder relationships, ensuring IT services meet business expectations and are delivered to the required standards. You’ll also work across broader governance areas – including IT security, product selection, and change delivery – ensuring all systems, applications, and networks remain secure, available, and fit for purpose.
Responsibilities
* Provide strategic leadership to champion the vision and objectives of IT Services, guiding IT partners through effective service delivery and ensuring alignment with the overall Technology Strategy
* Understand and manage the commercial impact of service delivery across the full business landscape, ensuring all assumptions and dependencies are captured and documented
* Lead governance forums and collaborative discussions with IT partners and internal departments to oversee service delivery and identify opportunities for improvement
* Develop and manage monthly service reporting to track SLAs, KPIs, and OKRs, ensuring performance is transparent and measurable
* Represent NHS Supply Chain in managing monthly and quarterly service disputes with IT partners, driving resolution and accountability
* Ensure all services are delivered in line with contractual expectations – covering functionality, quality, and user experience
* Manage and optimise IT tools and information systems across the organisation, ensuring they deliver on expectations and support business performance
* Support IT partners in delivering integrated services by embedding robust processes, governance, and continuous improvement into ways of working
* Lead and develop a team of IT Service Delivery Managers, fostering a high-performance culture and collaborative working environment
What can we offer you?
* Hybrid working opportunities, giving you the flexibility to work collaboratively in the office and remotely
* Annual bonus schemes, long service, and VIP colleagues awards
* 27 days holiday plus bank holidays, with the option to purchase an additional 5 days
* Dedicated development through in-house training, support, and access to external qualifications
* Well-being focus with 1 day of paid well-being leave and access to the 24/7 Employee Assistance Programme
* Generous pension scheme (with the employer contributing 12% when you contribute 6%)
* Flexible Benefits Scheme including Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance, and additional pension contributions
* 2 days of paid volunteering leave
* Discounts from Blue Light Card to NHS Discounts
Skills and experience
* Experience in Service Management and Supplier Management in the Technology sector
* Strong stakeholder management and experience managing expectations within the business
* Experience tracking performance, SLAs, KPIs, and OKRs
* Experience leading business development teams
* Experience delivering in matrix IT environments with 3rd party delivery using agile and waterfall methods
* Proven IT commercial experience – delivering business outcomes while optimising spend
* Effective communication at all levels with customers and suppliers
* Ability to drive continuous improvement and high standards in IT teams
* Experience in managing disputes and enabling business optimisation and financial leverage
* Ability to work in a fast-paced environment and meet tight deadlines
* Strong understanding of IT systems, infrastructure, software, and development
* Analytical and problem-solving capabilities
Our Inclusive Commitment
At NHS Supply Chain, we are committed to building an inclusive environment where difference is valued and celebrated, giving everyone the opportunity to thrive in their career. If your experience doesn’t match perfectly with the job advert, we encourage you to still apply. If you require additional support with the application process, contact our Talent Acquisition team at careers@supplychain.nhs.uk.
About NHS Supply Chain
We support the NHS to save lives and improve health. We source, deliver and supply healthcare products, services and food for NHS trusts and healthcare organisations across England and Wales. We serve every NHS Trust and operate a national network of distribution centres, managing relationships with more than a thousand suppliers and delivering more than 8,000,000 orders each year to more than 17,000 locations.
How to apply
Interested candidates should apply below or contact us at Careers@supplychain.nhs.uk to discuss the role in confidence.
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