Pennine Care NHS Foundation Trust
Digital Service Delivery Manager
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Job Description
About the Role
Lead and continuously improve end-to-end end-user support services - including the Service Desk (1st line), remote 2nd line support and on-site field engineering. To ensure that digital services are safe, reliable and user-centred. Establish, embed and maintain ITIL-aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Ensure high-quality support for the Trust’s Digital estate, systems and services, and device lifecycle/asset management across a regional multi-site Mental Health Trust.
Service Delivery & Operations
- Lead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs.
- Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post-incident reviews.
- Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.
Stakeholder Engagement & Customer Experience
- Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums.
- Improve customer satisfaction and ensure alignment with clinical and business priorities.
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Collaboration & Knowledge Management
- Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues.
- Maintain strong knowledge sharing, SOPs and self-service resources to support first contact resolution.
Process & Governance (ITIL)
- Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change.
Assets, Security & Leadership
- Oversee asset and device lifecycle, ensuring compliance with standards and security policies.
- Lead and develop staff, promoting an inclusive, user-centred culture aligned to NHS values.
About Us
We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.
Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We’re really proud of our #PennineCarePeople and do everything we can to make sure we’re a great place to work.
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All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.
Benefits
- Generous annual leave entitlement for Agenda for Change and Medical and Dental staff.
- Flexible working opportunities to support your work/life balance.
- Access to Continued Professional Development.
- Involvement in improvement and research activities.
- Health and Wellbeing activities and access to an excellent staff wellbeing service.
- Access to staff discounts across retail, leisure and travel.
Contact
For further details / informal visits contact:
Name: Jaswant Sagoo
Job title: Chief Technology Officer
Email address: jaswant.sagoo1@nhs.net
Telephone number: 0161 716 1470
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