Job Description

Job Introduction

We are seeking a proactive and enthusiastic Service Delivery Support Lead to work closely with our Service Delivery Manager in ensuring a high-quality, visible, and responsive IT Operations service across our services nationally. This role plays a key part in supporting frontline service engagement and ensuring our IT delivery is aligned with the needs and expectations of clinical and operational teams.


You will act as a key point of contact for services, visiting sites, engaging with service leads, and helping to ensure our IT services are clearly communicated, understood, and effectively delivered. By building strong relationships with stakeholders at all levels, you will help ensure issues are identified early, expectations are managed, and feedback is used to support continuous improvement.


In addition to service engagement, you will also contribute to project delivery, including supporting the mobilisation of new services and the rollout of IT initiatives. This may involve coordinating on-site support, facilitating communication between project and operational teams, and ensuring local service needs are considered and addressed throughout delivery.


This is an ideal role for someone with a solid understanding of IT service delivery, excellent interpersonal skills, and a passion for supporting service users through effective communication and hands-on engagement. Experience in healthcare settings and working in a multi-site environment will be beneficial.

Base: This is a remote working role with the occasional travel required to our head office in Runcorn.

Main Responsibilities
Support the delivery of high-quality IT services by engaging regularly with services across the organisation to gather feedback and monitor service performance. Assist in coordinating and facilitating service reviews, ensuring local issues are captured, escalated appropriately, and fed back into improvement planning. Monitor service experience at the local level, helping track service satisfaction and day-to-day performance indicators alongside the Service Delivery Manager. Act as a key point of contact for local service leads, managers, and stakeholders--building trusted relationships and ensuring consistent communication between IT and frontline teams. Support national stakeholder engagement by helping facilitate feedback loops, site visits, and communication exercises to improve visibility and responsiveness. Promote understanding of IT and digital services being delivered, particularly those less visible to end users.

Please see the job description attached for a full list of responsibilities.

The Ideal Candidate

Essential

:

Experience with ServiceNow. Excellent interpersonal and communication skills to build strong relationships with clinical and operational teams.

Desirable:

Prince 2 or Agile Practitioner Benefits Realisation Qualifications

Skills

Deep understanding of ITIL-based service management principles. Excellent interpersonal and influencing skills with a customer-first mindset. Strong written and verbal communication skills. Ability to interpret and present service metrics to non-technical stakeholders. Skilled in using service management and reporting tools (e.g., ServiceNow, Power BI). Proven ability to manage competing priorities in a fast-paced environment.

About The Company

We change lives by transforming health and care.

Established in 2006 we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do.


We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We're a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.


While it doesn't happen often, sometimes a role is very popular, and we'll need to close it earlier than the date we've shown here. If you're keen to join our team, we'd love to hear from you so please apply as soon as you can.


As you'd expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.


Finally, we need to let you know that the company you'll work for is part of HCRG Care Group Holdings Limited and by applying for this job we'll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.


Package Description

As Service Delivery Support you'll be part of our valued team at HCRG Care Group.


You will feel valued as Service Delivery Supportwithin HCRG Care Group, receiving access to exclusive rewards and benefits including:

35,000 - 39,000 with group pension

Private medical insurance with fast access to the most used specialists including for musculoskeletal problems and for mental health support - at locations across the country Free tea, coffee and milk at your base location in Runcorn Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you Access to your wages as you earn them to help cover life's emergencies and avoid overdraft fees or high interest rates Online and face to face help with your mental and physical wellbeing - from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our 'Outstanding' learning and development team, The Learning Enterprise An open, just culture where you're encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care - backed up by at least 100,000 of ringfenced innovation funding each year * The pride of working for an organisation committed to the highest clinical and quality standards: with the majority of our rated services holding "good" or "outstanding" ratings from the Care Quality Commission