Job summary
- Main area
- Service Management
- Grade
- NHS AfC: Band 8a
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 990-TDD-TS-EC1789-E
- Employer
- NHS England
- Employer type
- NHS
- Site
- Any NHS England office
- Town
- National
- Salary
- £57,528 - £64,750 Per annum (Exclusive of HCAS)
- Salary period
- Yearly
- Closing
- 16/04/2026 23:59
Employer heading
Service Manager
NHS AfC: Band 8a
Our Organisation
We share the core values set out in the NHS Constitution, which all colleagues are expected to demonstrate.
We support you to work in a way that is best for the NHS, our patients and you and your colleagues. Talk to us about how we might be able to accommodate a flexible working arrangement, whether that’s a job share, part time, hybrid working or another flexible pattern.
Job overview
Collaboration Services
We deliver secure, user-focused digital platforms that enable collaboration and communication across health and social care. This includes a national communications platform with 1.7 million active users, ensuring the NHS workforce maximises technology to boost productivity. We simplify and enhance our external digital presence through a reliable, secure CMS-driven website experience, and provide NHS Futures – a secure collaboration environment for national and international partners to share resources, manage programmes, and build communities beyond IT restrictions.
Main duties of the job
- Management of the managed service provider in regard to Service levels
- First line response to incidents and queries
- Management of the feedback team, allocating work.
- Management of the Continuous service improvement plan to drive improvements to internal and Live service provision.
- Produce weekly, monthly and Board reports – presenting them to senior members of the team
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Working for our organisation
Our staff bring expertise across clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial specialisms — enabling us to design and deliver high-quality NHS services.
We lead the NHS in England by:
- Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities
- Making the NHS a great place to work, where people can develop and make a difference
- Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
- Optimising the use of digital technology, research, and innovation
- Delivering value for money
Earlier this year, the Government announced that NHS England will gradually merge with the Department of Health and Social Care, to create a smaller, more strategic centre that reduces duplication and waste.
If successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR). This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the process.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
Detailed job description and main responsibilities
You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.
Person specification
Knowledge & Experience
Essential criteria
- An understanding of managing products and services across the lifecycle.
- Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
Skills
Essential criteria
- Service level management Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Incident management Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents and informs service owners in order to minimise probability of recurrence and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
Qualifications
Essential criteria
- ITIL Practitioner, VeriSM Foundation or equivalent experience
Interpersonal Skills
Essential criteria
- Ability to work under pressure to tight deadlines and deliver high quality material right first time.
Equality, diversity and inclusion
Essential criteria
- Challenges behaviour that does not align with a collaborative and inclusive environment
Employer certification / accreditation badges
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Gemma Rogerson
- Job title
- Senior Programme Manager
- Email address
- [email protected]
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