IT Service Delivery Manager

Permanent, Full-time

Bristol (Hybrid)

Job Purpose
Responsible for the successful embedding, performance and stability of IT services across clinical and corporate locations. Working with technology, operational and clinical teams to ensure services are delivered reliably, supported effectively and transitioned smoothly into BAU.

This role focuses on establishing clear standards, support models and ways of working to enable change adoption while protecting service stability, patient safety and compliance.

Key Responsibilities

Service Ownership & Delivery

• Own assigned live services end-to-end, ensuring performance, availability and user experience
• Manage SLAs/KPIs and drive corrective action where needed
• Lead transition of new/changed services into BAU, ensuring readiness and clear support models
• Work with change, product and technical teams to manage service impacts
• Monitor service performance, identifying risks and improvement opportunities
• Manage third-party vendors against SLAs and obligations
• Ensure clear knowledge, support processes and escalation paths
• Support use of automation, self-service and standardisation

Continual Service Improvement

• Drive improvement plans using service data and feedback
• Address recurring incidents and root causes with support teams
• Ensure improvements are delivered and embedded into BAU
• Track and measure effectiveness of improvements

Process, Risk & Compliance

• Ensure services align to ITIL best practice (incident, problem, change, etc.)
• Support audit, risk and compliance in a regulated environment
• Identify and manage service risks (resilience, capacity, suppliers)
• Contribute to service standards, processes and reporting
• Maintain accurate service documentation

Skills & Experience

Essential

• Experience in a Service Delivery / Service Management role
• Strong understanding of IT service management and governance
• Experience managing suppliers and service performance (SLAs/KPIs)
• Strong stakeholder management and communication skills
• Ability to balance operational delivery with continual improvement
• Experience in complex, multi-site or regulated environments
• ITIL Foundation

Desirable

• Advanced ITIL (MP or SL)
• Strong technical understanding
• ServiceNow experience
• Exposure to healthcare or regulated sectors
• Experience with large-scale service transitions
• Knowledge of automation, self-service and service optimisation

Benefits

The benefits here are industry-leading, and we’ll be able to tell you more about them in the process (or jump to the benefits and rewards page on our careers site for a flavour). But here’s a snapshot:

• 25 days holiday, plus the option to buy more.
• Discounts in over 7,000 retailers, discounted gym membership and discounted dental insurance (of course).
• Health Trust - our bespoke employee private healthcare plan, providing healthcare cover with no medical underwriting for colleagues and their families.
• Access to remote GP and nurse services, physiotherapy, and mental health support.
• MyHealthcare Allowance, an annual allowance which is redeemable against a menu of Bupa healthcare products.
• Early access to your earned wages through Wagestream.
• Cycle to work scheme.
• And many more, just ask…

If you or someone you know would be interested in working with a dynamic and expanding healthcare business, with lots of support on offer, great benefits and friendly teams, we would love to hear from you!

To find out more about working with us, find us on LinkedIn, Facebook and Instagram.

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.  

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Bupa Dental Care is an equal opportunities employer.