Overview

NHS Supply Chain has an opportunity for a Service Delivery Manager to join during a period of transformation. You will oversee the delivery of Technology Services from Supporting Technology and Infrastructure partners, ensuring services meet contractual obligations, plans, and KPIs. You will coordinate IT delivery partners, support project and service enhancements, help shape the future roadmap, and drive continuous improvement and reduction of technical debt. You will manage stakeholder relationships and ensure IT services are secure, available, and fit for purpose.

Location: Nottingham/Hybrid • Contract: Permanent • Salary: £50,246 with potential to rise to £59,113 over 3 years • Closing Date: Friday 3 October 2025

Responsibilities

• Provide strategic leadership to champion the vision and objectives of IT Services, guiding IT partners through the service delivery lifecycle and ensuring alignment with the organisation’s Technology Strategy.
• Assess and document the commercial impact of service delivery, identifying key assumptions and dependencies across all functions.
• Lead governance forums with IT partners and internal departments to oversee service delivery and identify opportunities for improvement.
• Produce and manage monthly service reports to monitor SLAs, KPIs, and OKRs in partnership with IT providers.
• Oversee and resolve monthly and quarterly service disputes with IT partners on behalf of NHS Supply Chain.
• Ensure services are delivered in line with contractual expectations, maintaining consistency in quality, experience, and performance.
• Manage IT Service Integration governance across the organisation, ensuring services follow established policies, processes, and escalation protocols.
• Lead the IT service integration function to enable seamless end-to-end technology delivery and data flow across business directorates.
• Oversee IT tools and information systems to ensure they perform as intended and optimise business operations.
• Support IT partners in delivering integrated services by maintaining robust processes, governance, and policies, and redesigning ways of working where necessary to improve outcomes.

What we offer

• Hybrid working opportunities, with flexibility to work in the office and remotely
• Annual bonus schemes, long service awards, and VIP colleagues awards
• 27 days holiday plus bank holidays, with the option to purchase 5 additional days
• In-house training, support for external qualifications, and development opportunities
• Paid well-being leave and 24/7 Employee Assistance Programme
• Generous pension scheme (employer contribution 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
• NHS and Blue Light Card discounts and other vendor discounts

Skills & Requirements

• Experience in service management and supplier management within the technology sector
• Strong stakeholder management and conflict resolution skills
• Track record of measuring performance with SLAs, KPIs, and OKRs
• Familiarity with SIAM model delivery
• Experience managing third-party delivery using agile and waterfall methodologies
• IT commercial experience delivering outcomes while optimising spends
• Effective communication with all levels, customers, and suppliers
• Ability to influence senior colleagues and drive service improvements
• Strong relationship-building across the organisation
• Proactive change agent, focused on continuous improvement and high IT standards
• Experience in managing disputes and enabling business optimisation
• Comfortable in fast-paced environments with tight deadlines
• Solid understanding of IT systems, infrastructure, software, and development practices
• High attention to detail and strong analytical/problem-solving skills

Applications: If you would like to discuss the role, contact Careers@supplychain.nhs.uk for informal discussions or to apply.