Senior Service Manager

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

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.

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• Lead the operational service management of the Genomics service, ensuring it is safe, resilient, effective and aligned to NHS England service management standards.
• Work closely with the Service Manager on day-to-day operational service management, ensuring clear ownership, governance and escalation routes are in place.
• Manage incident, major incident, problem, change and service transition processes for the Genomics service.
• Ensure new and changed Genomics capabilities are operationally ready, with appropriate support models, documentation, monitoring and reporting in place.
• Monitor service performance against agreed measures, identifying risks, trends and areas for improvement.
• Drive continual service improvement, ensuring lessons learned are embedded and recurring issues are addressed.
• Work collaboratively with product, delivery, technical, clinical, commercial and supplier teams to manage service risks and resolve issues.
• Ensure the Genomics service continues to meet user, clinical and operational needs.

Working for our organisation

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.

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.

Important: Please be aware there are residency requirements you need to meet:

All NHS England Technology personnel must hold Security Clearance (SC) level as a minimum.

To meet National Security Vetting requirements, SC clearances require 5 years continuous UK residency. In certain cases, this can be reduced to three years continuous UK residency, with additional overseas checks for the previous two years.

Candidates who were posted abroad for service with HM Government, Armed Forces or within a UK government role - will still be considered. Please make sure you meet these requirements before applying for this role.

You don’t need to have Security Clearance (SC) already, however, failure to achieve the requirements for Security Clearance (SC) after offer, will result in the job offer being withdrawn.

For further advice please check https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#security-check-sc or contact [email protected].

Our commitments to you

We are passionate about creating an inclusive workplace that promotes and values diversity. We know that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes.

We strive to ensure our people feel trusted, valued and empowered. When you join us, we want you to grow and excel, and we offer many opportunities for you to do that.

We welcome your talent and enthusiasm irrespective of age, disability, neuro-divergence, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

We ensure all applicants are treated fairly and consistently at every stage of the recruitment process. This includes considering reasonable adjustments for people who have a disability and/or who are neuro-divergent.

We welcome applications from disabled candidates. If you meet all the essential criteria, you will be guaranteed an interview.

Your application is your opportunity to demonstrate how you meet the requirements of the role. While we appreciate you may have had some support with your application (for example, using AI technology or guidance from a trusted individual), it’s important all the information you provide in it reflects your own knowledge, skills and experience and we trust that you apply on that basis.

If you’re applying for this role on a secondment basis, please get agreement from your current line manager before you apply.

We don’t accept applications via recruitment agencies, and we cannot offer visa sponsorship for any vacancies.

To comply with the HM Government Functional Standard GovS 007, and specifically the Personnel Security Standards 2024, individuals employed or contracted by NHS England may be required to undergo a Baseline Personnel Security Standards check, dependent on the role.

NHS Business Services Authority is responsible for processing your application; our privacy can be accessed directly on the application page when you select to apply.

If you are appointed to a post, your information will also be transferred into the NHS Electronic Staff Records system.

If you have a query about your application, please contact the recruitment team: [email protected] or 0300 330 1369.

NHS England