Overview
The Head of Service Management is a pivotal leadership role at GSTT, responsible for driving excellence across Service Desk, ITSM, Information Security & Risk, and IT Training. You will operate at executive level, shaping strategy, improving service performance, and modernising how digital services are delivered across one of the UK's most complex healthcare environments.
Responsibilities
* Lead the development, implementation, and maintenance of the service management strategy.
* Oversee IT Training, Information Security & Risk, and all Service Management disciplines.
* Manage large and complex third‑party and outsourcing arrangements.
* Act as Senior Responsible Officer for major technology‑led programmes.
* Drive operational performance, ensuring services are fit for purpose and aligned with Trust requirements.
* Lead on information security, risk management, and regulatory compliance.
* Develop and embed benchmarks and metrics for continuous improvement.
* Build and maintain strategic relationships with internal and external stakeholders.
* Lead, motivate, and develop high‑performing teams, fostering a culture of excellence and inclusivity.
Leadership & Management
* Deputise for the Director of Technology Service and Delivery as required.
* Develop and deliver the Service Management strategy, aligned with Technology Services Strategy.
* Lead Trust‑wide strategic programmes and initiatives.
* Oversee policy development, governance, and performance reporting.
* Manage budgets (circa £8‑10m revenue, 70 WTE staff) and capital investment for service improvement.
* Lead risk management, information security, and compliance with regulatory bodies.
* Build effective relationships with Clinical Directors, General Managers, Heads of Nursing, and corporate leads.
* Manage direct reports: Service Management Lead, Head of Information Security & Risk, Head of IT Training.
* Represent the Trust at national and sector‑wide forums.
* Drive cultural and process change, embedding continuous improvement.
* Ensure robust financial management and deliver value for money.
* Promote equality, diversity, and inclusion across the directorate.
Key Relationships
* Internal: Director of Technology Services and Delivery, Clinical Directors, General Managers, Heads of Nursing, Corporate leads, DT&I senior leadership, and Trust Senior Leadership.
* External: NHS Digital, NHS England, partner Trusts, professional networks, third‑party suppliers, and clinical influencing networks.
Equity, Diversity and Inclusion
Guy's and St Thomas' celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity, gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership.
* Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process.
* Equality of opportunity is our policy.
* Flexible working: We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients.
* We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on‑boarding process.
Qualifications & Experience
* Extensive senior leadership experience in large, complex environments.
* Deep expertise in service management, strategic planning, and transformation.
* Strong commercial acumen and negotiation skills.
* Highly developed communication, influencing, and leadership abilities.
* Ability to analyse complex data, drive performance, and deliver innovation.
* Commitment to Trust values: Caring, Ambitious, Inclusive.
Application
Please apply for this post by clicking "Apply Online Now".
Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on the UK Government website.
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