Overview

Job Title Service Delivery Manager

Function: Information Technology

Location: Nottingham/Hybrid

Contract type: Permanent

Salary: £50,246 with potential to rise to £59,113 over 3 years

Closing Date: Friday 3 rd October 2025

NHS Supply Chain currently has an opportunity for a Service Delivery Manager to join our team during an exciting period of transformation, working to make it easier for the NHS to put patients first.

NHS Supply Chain IT operates a Service Integration and Management (SIAM) model – OneIT – with four different Service Providers delivering the end-to-end suite of services across Service Integration and Helpdesk, Modern Workplace services, Infrastructure and Networks, Application Development and Management, and Cyber Security.

We’re looking for an experienced Service Delivery Manager to oversee the delivery of Technology Services from our Supporting Technology and Infrastructure partners into the NHS Supply Chain. In this role, you’ll be responsible for ensuring services are delivered in line with contractual obligations, meeting agreed plans and KPIs. You’ll lead and coordinate IT delivery partners to maintain reliable, high-performing day-to-day operations. You’ll also work closely with business teams and stakeholders to support the design and delivery of projects and service enhancements. Your input will help shape the future roadmap, driving continuous improvement and reducing technical debt. You’ll take ownership of stakeholder relationships, ensuring IT services meet business expectations and are delivered to the required standards. You’ll also work across broader governance areas – including IT security, product selection, and change delivery – ensuring all systems, applications, and networks remain secure, available, and fit for purpose.

Every day you will…

• 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 across the business, identifying key assumptions and dependencies across all functions.
• Lead collaborative discussions and 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 are aligned with established policies, processes, and escalation protocols.
• Lead the IT service integration function to enable seamless end-to-end technology delivery, supporting the flow of data and information across business directorates.
• Oversee IT tools and information systems, ensuring they perform as intended and contribute to optimising 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 can we offer you?

We want to reward you for your passion, enthusiasm, and hard work so we offer much more than a competitive salary:

• Hybrid working opportunities, giving you the flexibility to work collaboratively in the office and remotely
• We recognise our employees\' hard work and contributions with annual bonus schemes, long service, and VIP colleagues awards
• 27 days holiday plus bank holidays, with the option to purchase an additional 5 days.
• We are dedicated to your development, through in-house training, support, and access to external qualifications to maximise your potential
• A focus on your well-being offering 1 day of paid well-being leave and free access to the 24/7 Employee Assistance Programme
• Generous pension scheme (with us contributing 12% when you contribute 6%)
• Access to our Flexible Benefits Scheme, where you can choose from a variety of benefits such as Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance, and additional pension contributions that suit you
• 2 days of paid volunteering leave allowing you to give back to your community
• Access to many discounts from the Blue Light Card to NHS Discounts

NHS Supply Chain, who are we?

Our role is to support the NHS to save lives and improve health. We are a part of the NHS family, and our role is to source, deliver and supply healthcare products, services and food for NHS trusts and healthcare organisations across England and Wales.

We serve every NHS Trust and operate a national network of distribution centres, managing relationships with more than a thousand suppliers and delivering more than 8,000,000 orders each year to more than 17,000 locations. Doing all of this on behalf of the NHS gives NHS staff more time to focus on their main priority of providing excellent patient care.

What skills will help you thrive in this role?

• Experience in service management and supplier management within the technology sector
• Strong stakeholder management, with the ability to manage expectations across the business and resolve conflict
• Skilled in tracking performance and managing SLAs, KPIs, and OKRs
• Familiarity with delivery teams operating in a SIAM model
• Experience managing third-party delivery using both agile and waterfall methodologies
• Proven IT commercial experience, delivering business outcomes while optimising spends and minimising impact
• Effective communicator at all levels of the organisation and with customers and suppliers, both orally and in writing
• Ability to influence senior colleagues to improve the quality of service changes
• Strong relationship-building skills across the organisation
• Proactive in initiating change, championing continuous improvement, and driving high standards within IT teams
• Experienced in managing disputes and enabling business optimisation and financial leverage
• Comfortable working in fast-paced environments and delivering against tight deadlines
• Solid understanding of IT systems, infrastructure, software, and development practices
• Strong analytical and problem-solving capabilities

Want to develop your career with the NHS Supply Chain? Then apply below or reach out for an informal discussion about the role in confidence by emailing us at Careers@supplychain.nhs.uk

Our Inclusive Commitment

At NHS Supply Chain, we are committed to building an inclusive environment where difference is not only valued, but celebrated, giving everyone the opportunity to thrive in their career. Developing our people is key to our success, so if this role sounds like the right next step in your career but your experience doesn’t match perfectly with the job advert, we encourage you to still apply.

Struggling to complete our application form, and require additional support? Reach out to our Talent Acquisition team at careers@supplychain.nhs.uk who will be happy to help you with alternative ways to apply.

We reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.

SCCL is a company Registered in England and Wales, with company number 10881715, to act as the management function of the NHS Supply Chain.