Job Introduction
Digital Service Delivery Manager
Location: Derby
Salary: £47,440 Per annum (Band 7)
Drive progress, support our people, and shape how we work.
DHU is committed to providing the highest quality of care in the right place and at the right time. Reliable and secure Digital services enable colleagues to deliver safe and effective care.
The Digital Service Delivery Manager will provide ITIL-aligned service-management and supplier-governance assurance across IT Operations.
The role manages the operational standards for Incident, Request, Problem, Change, Knowledge, Service Level and Continual Service Improvement, aligns them with ServiceNow and assures consistent delivery by internal teams and suppliers
As a Digital Service Delivery Manager, you will:
- Define, maintain and communicate practical standards for Incident, Request, Problem, Change, Knowledge, Service Level and Continual Service Improvement.
- Align process stages, assignment, status, categorization, approvals, measures and reporting with ServiceNow and the ServiceNow owner.
- Chair weekly Change Advisory Board meetings and ownership all change management governance across the digital department.
- Analyze backlog, ageing, reopened work, reassignment, waiting states, missed updates, weak closure and unlinked Problem or Change records.
- Carry out regular reviews and agree corrective action with End User Services, the Infrastructure Team and other service providers.
- Continual improvement and contribution to the ongoing development and maintenance of the digital knowledge base.
- Plan and chair service reviews for DHU service providers and suppliers.
- Maintain action logs, decisions, owners and due dates, challenging SLA, KPI, responsiveness, ticket quality and recurring failure.
- Govern service provider Service Desk and Major Incident performance while recognizing DHU's accountability for patient impact, continuity and restoration acceptance.
- Identify and implement opportunities for CSI and shift-left activities with service desk providers.
- Track RCA, post-incident review, Problem records, known errors and preventive actions after P1 and material P2 incidents.
- Coordinate cross-team ownership and challenge ticket bouncing, unaccepted hand-offs, unclear responsibility and supplier delay.
- Ensure new and changed services enter support with ownership, monitoring, procedures, knowledge, supplier routes, measures and acceptance evidence.
- Produce concise reports showing performance, trend, operational impact, exceptions, risk, action and recommended escalation.
- Maintain service- improvement plans and escalate unresolved risk or supplier non-performance
We are looking for someone who has:
- Relevant degree, Level 5 qualification or equivalent practical experience in service management, supplier management or IT operations.
- Significant experience in service delivery, IT service management or managed-service governance
- Experience chairing supplier reviews and challenging SLA, KPI, RCA and improvement performance
- Strong practical knowledge of ITIL-aligned service-management processes and controls
- Able to travel to DHU sites and supplier meetings when required
- Experience supporting major incidents and tracking corrective actions to closure.
For you, because great work starts with a supported team.
Your benefits continue with you, supporting your health, wellbeing, and future. For more information on the full range of benefits available, click here.
Supporting your growth at every stage.
- We’ll support your health, happiness and future with benefits that put you first:
- Access to the NHS pension scheme (we’ll also honour your existing NHS pension pot and holiday entitlement if you’re transferring)
- Wellbeing support
- Flexible working options
- Career growth and development opportunities
For more information on the full range of benefits available click here.
Learning that shapes your career.
With us, development is part of our culture. From essential training and apprenticeships to supportive leadership and career pathways, we’ll help you grow in ways that matter to you. Because when our people thrive, so do our patients and communities.
Together, reflecting our communities.
Great work happens when everyone feels seen, supported, and valued. We welcome colleagues from all backgrounds and proudly support the Armed Forces community.
Inclusion and belonging are essential to our values, and together we make the difference. As a Disability Confident Employer, we welcome candidates to share any support or reasonable adjustments they may need during the recruitment process.
For more information on how DHU can support you, please click here.