NHS AfC:
Band 6Contract Permanent Hours Full time - 37.5 hours per week Job ref 914-BSA7445982 Site Hesketh House (Fleetwood) or Stella House (Newcastle) Town Newcastle Upon Tyne Salary £38,682 - £46,580 per annum Salary period Yearly Closing 15/09/2025 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 Process Management assurance, including:
Service design and delivery, including the development of the service management approach, application of and adherence to IT Service Management (ITSM) policies, processes and procedures in accordance with ITiLv4 practices.
Development of ITSM tooling requirements, testing, and implementation activities, providing assurance that delivery is to agreed standards including the completion of any assessments where required, and that the ITSM tooling is delivered in accordance with implementation plans.
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
In this role, you are accountable for
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. Work within the guiding principles of the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping processes in line with user experience, working with internal and external stakeholders to provide a strong value focused direction.
3. Enabling delivery of IT changes by ensuring risks are properly assessed, impacts known, and approvals sought in order to effectively facilitate changes through the change management practice.
4. Understanding stakeholder needs to inform robust tooling requirements so that delivery of a service can be properly assessed, monitored and managed with end-to-end visibility of service performance.
5. Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements to meet changing needs.
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 and that of your team 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.
10. A clear ability to rationalise complex technical information, you will transform this information, making it understandable for others to digest and work with.
11. Facilitate and foster collaborative approaches, prioritise requirements and optimise resource utilisation, demonstrating a creative and innovative approach and advising on a number of standards, methods, tools and applications, so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.
12. In depth knowledge of the following ITIL practices: Incident, Service Request, Change, Service Level Management and Continual Service Improvement (CSI).
Staff
13. Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.
14. 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.
15. 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.
16. Advises individuals on career paths and encourages pro-active development of skills and capabilities.
17. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business.
18. Undertake and support relevant recruitment and selection in line with organisational processes.
19. Co-ordinates and allocates work to other team members in line with agreed delivery of services.
Financial Management
20. Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within the technology department.
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;
Information Management
23. Maintaining an awareness of agreed service levels, KPI's and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards.
24. Monitoring and reporting on a number of areas including agreed service levels, KPI's and standards within team, generating reports to agreed frequency, methods and processes.
Delivery Management
25. 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.
26. 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.
27. Proactively identify challenges that may affect delivery, providing mitigating actions and a decisive response.
Person specification
Personal Qualities, Knowledge and Skills
Essential criteria
1. The processes of the ITiL v3 framework
2. A general and broad knowledge of current issues and advances across all service management disciplines.
Desirable criteria
3. Knowledge of the ITIL V4 framework
4. A detailed knowledge of SIAM principles, aims and their application.
Experience
Essential criteria
5. ITIL based service management
6. Experience of working within and across ITiL v3 framework and service value chain, including but not limited to:-
7. Incident Management (including Major Incident Management)
8. Problem Management
9. Knowledge Management
10. Service Request Management
11. Service Level Management
12. Change Management
13. Data, Asset & Configuration Management
14. Continual Service Improvement (CSI).
15. Experience of service management delivery within a recognised IT Service Management operating model
16. Leading and managing staff to deliver organisational goals and objectives.
17. Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.
Desirable criteria
18. Working under the ITIL V4 framework in particular as part of the Service Operation stage of the lifecycle.
19. Exposure to ISO27000
20. Experience of all Technology management disciplines
21. Experience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes
22. Working with technology experts to understand technical concepts and apply them to enable value for customers
23. Experience of using project implementation methodologies
Qualifications
Essential criteria
24. Degree calibre with relevant in-depth knowledge of the subject matter
25. ITIL v4 Foundation (or prepared to work towards)
Desirable criteria
26. Certification in Agile Service Management
27. Working towards ITiL V4 Managing Professional accreditation
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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