Senior Service Manager (Service Toolsets)

Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of the new NHS England, which has brought together Health Education England, NHS Digital, NHS England and NHS Improvement into one single organisation.

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.

As a Senior Service Manager (Service Toolsets) within our ServiceNow team you would be responsible for the operational leadership, governance, security and continual improvement of NHS England's enterprise ServiceNow platform.

The role leads a blended team of NHS England and supplier resources, ensuring platform availability, resilience, compliance and performance whilst overseeing releases, upgrades, security management, supplier governance and service improvement activities. The post holder will work with senior stakeholders across Technology and Digital to support the delivery of critical national services and strategic transformation programmes.

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.

For further details / informal visits contact: Name: Iain Brownlie Job title: Head of Service Management - Service Now Email address: ***email_hidden***