About this role
Job summary
Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of the new NHS England.
The Technology Digital and Data Directorate vision is to deliver the best care and outcomes for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered.
DOSM operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system.
Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We coordinate complex operational activities across environments, teams and organisations in order to achieve this.
Main duties of the job
Attending and contributing to stand-up meetings to discuss tasks, progress and issues Being responsible for the day-to-day tasks and activities required to support the ongoing running of the services. This could include taking responsibility, as an individual and as part of the wider team, for incident management, problem management, release management, capacity management, availability management, and business as usual stakeholder engagement. Being responsible for contributing to the creation, and subsequent measurement, of performance metrics to address any service improvements. Undertaking Stakeholder engagement and management, improving working relationships with the service suppliers and customers Being responsible for supporting the service manager with remedial work for service-related risks, issues, escalations and stakeholder engagement. Being responsible for improving relationships with end users to improve Service Management's understanding of the service(s). Being responsible for participating in service improvement activity through short, sprint based focussed activity. Being responsible for supporting the team in the introduction of services from the design stage of the service lifecycle.
About us
NHS England has a wide range of statutory functions, responsibilities and regulatory powers. These are focused on supporting the wider NHS to deliver high quality care, as well as doing those things that are best done once for the whole NHS.
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.
In March 2025, the Government announced that NHS England and the Department of Health and Social Care will increasingly merge functions, ultimately leading to NHS England being fully integrated into the department.
If you currently work within the NHS and 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 our offices.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
We cannot offer visa sponsorship for any vacancies.
Job description Job 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
Knowledge and experience of working in a Service Management environment Knowledge of using Service Management toolsets to support and enhance processes and procedures
Skills Essential
Assesses, analyses, develops, documents and implements changes based on requests for change Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures. Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. Acts as the routine contact point between the organisation and suppliers. Supports resolution of supplier related incidents, problems, or unsatisfactory performance. Collects and reports on supplier performance data.
Qualifications Essential
Educated to postgraduate diploma/degree level or equivalent experience. ITIL Foundation V3 or V4, VeriSM Foundation or equivalent experience.
Desirable
ITIL Practitioner or equivalent experience. Prince 2 Agile Foundation or equivalent experience.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name NHS England
Address Wellington Place - Leeds / Hexagon House - Exeter
Leeds/Exeter
LS1 4AP
United Kingdom
Employer's website https://www.england.nhs.uk/about/working-for/ (Opens in a new tab)