Senior IT service manager

Band 7 · IT service manager · 484 job evaluation points

UK GDaD PCF level: Senior IT service manager

Most often performed at Civil Service grade SEO or G7.

A senior IT service manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity.

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Responsibilities

Lead service management across several platforms and channels, and improve the maturity of service management processes.
Agree service levels and contract terms with major suppliers of clinical systems, and hold them to account.
Present service performance and risks to senior clinical and operational leaders.
Lead service reviews after major incidents, and track improvement actions to completion.
Align IT continuity plans with clinical business continuity plans, working with emergency planning and clinical leads.
Lead and develop IT service managers.

Skills

Skill	Expected level	What this level means
Asset and configuration managementUK GDaD PCF	Practitioner (3)	You can: manage configuration items and related information manage service compliance and risk
Business analysis (IT operations)UK GDaD PCF	Practitioner (3)	You can: lead investigative work into problems and opportunities in existing processes lead the collection of information and creation of recommendations for improvements absorb large amounts of conflicting information and use it to produce solutions
Continual service improvementUK GDaD PCF	Practitioner (3)	You can: analyse current processes, and identify and implement opportunities to optimise them lead and develop a team of experts to deliver service improvements help to evaluate and establish requirements for the implementation of changes by setting policy and standards
IT service reportingUK GDaD PCF	Practitioner (3)	You can: use data analytics skills to make decisions that enhance business performance
Ownership and initiativeUK GDaD PCF	Practitioner (3)	You can: take accountability for issues that occur and be proactive in searching for potential problems achieve excellent user outcomes
Service focusUK GDaD PCF	Practitioner (3)	You can: see the bigger picture by taking groups of services and investigating how to get the best of underlying services
Service management framework knowledgeUK GDaD PCF	Practitioner (3)	You can: show you have an expert certificate in the service management framework qualification
Stakeholder relationship management (IT operations)UK GDaD PCF	Practitioner (3)	You can: negotiate with and influence stakeholders, and manage relationships effectively influence decisions, deal with challenging situations and remove blockers build long-term strategic relationships and communicate clearly and regularly with stakeholders, supporting mutual needs and commitments while focusing on user needs
Strategic thinkingUK GDaD PCF	Practitioner (3)	You can: define strategies and policies, providing guidance to others on working in the strategic context evaluate current strategies to ensure business requirements are being met and exceeded where possible
Technical understandingUK GDaD PCF	Working (2)	You can: understand the core technical concepts related to the role, and apply them with guidance
User focusUK GDaD PCF	Practitioner (3)	You can: collaborate with user researchers and can represent users internally explain the difference between user needs and the desires of the user champion user research to focus on all users prioritise and define approaches to understand the user story, guiding others in doing so offer recommendations on the best tools and methods to use
Understanding health and care servicesThis reference	Practitioner (3)	You can: analyse how a service fits into care pathways across organisations work with clinicians, care staff, and patients to shape digital services explain the effect of digital decisions on care, safety, and staff workload
Information governance and data protectionThis reference	Working (2)	You can: apply data protection principles to your work contribute to data protection impact assessments handle information requests and records correctly
Clinical risk managementThis reference	Working (2)	You can: take part in hazard workshops and contribute to a hazard log follow the clinical risk management process for your work provide evidence for a clinical safety case, such as test results
Organisational risk managementThis reference	Practitioner (3)	You can: run the risk process for a directorate or programme assess risks against the risk appetite and escalate them report on risks to committees
People managementThis reference	Working (2)	You can: supervise day-to-day work and give feedback take part in recruitment and induction hold regular one-to-one conversations
Budget managementThis reference	Awareness (1)	You can: follow the rules for spending and ordering explain how your work is funded

Typical qualifications and experience

Substantial experience of IT service management across several services.
An advanced IT service management qualification, or equivalent experience.

Band 7 outline

Knowledge: Highly developed specialist knowledge, typically to master's level or equivalent experience.
Autonomy: Works to organisational policy; decides how results are achieved; is the expert others consult.
Scope: Several products or services, or a specialist function.
Leadership: Leads a team or a professional practice area.
Accountability: Delivery of a service or specialist function, and its budget if held.

Job evaluation (illustrative)

Factor	Level	Level summary	Points
Communication and relationship skills	5	Gives highly complex or contentious information needing developed persuasion and negotiation, presents to large groups, or communicates where there are significant barriers to acceptance.	45
Knowledge, training, and experience	6	Specialist knowledge across the range of the specialism (postgraduate diploma level or equivalent).	156
Analytical and judgemental skills	4	Judgements on complex facts or situations needing analysis, interpretation, and comparison of options.	42
Planning and organisational skills	4	Plans a broad range of complex activities or strategies, adjusting them as needed.	42
Physical skills	3	Developed skills needing speed or accuracy, such as advanced keyboard use.	27
Responsibility for patient and client care	1	Helps patients, clients, or relatives during incidental contact.	4
Responsibility for policy and service development	3	Implements policies for own area and proposes changes that affect other areas.	21
Responsibility for financial and physical resources	3	Authorises payments, buys some assets or supplies, monitors or holds a delegated budget, or maintains assets.	21
Responsibility for people	3	Manages a group of staff day to day, teaches core or specialist training, or gives core HR advice.	21
Responsibility for information resources	5	Designs and develops major information systems, or runs information systems for several services as the main duty.	34
Responsibility for research and development	2	Regularly does research, development, trials, or equipment and system testing as part of the job.	12
Freedom to act	4	Results are defined, but the job holder decides how to achieve them, within broad policy.	32
Physical effort	1	Sitting, standing, and walking, with little physical effort.	3
Mental effort	3	Frequent concentration on unpredictable work, or occasional prolonged concentration.	12
Emotional effort	1	Rare exposure, or occasional indirect exposure, to distressing circumstances.	5
Working conditions	2	Occasional unpleasant conditions, frequent travel or outdoor work, or near-continuous screen use on most days.	7
Total (Band 7: 466 to 539)			484