Head of Service Operations

Guy's and St Thomas' NHS Foundation Trust

Head of Service Operations

The closing date is 05 January 2026

This rile is a senior leadership role accountable for the reliable, high-quality delivery of frontline IT services across GSTT. Leading Service Desk, Incident and Problem Management, Request Fulfilment, & Service Reporting, you will own day-to-day operational performance in one of the most complex healthcare environments in the UK. This role goes beyond keeping the lights on it shapes how technology supports clinicians, patients, and operational teams every day.

Success requires deep ITSM expertise, strong stakeholder influence, and the resilience to lead through change. You will embed ITIL best practice, improve service maturity, and guide multi-disciplinary teams through high-pressure situations, while building a culture focused on accountability, continuous improvement, and user experience. The role demands someone who balances operational rigour with innovation stabilising today's services while building a stronger, smarter future.

You'll work directly for a transformational leader as GSTT delivers one of the most ambitious digital programmes in the NHS. Our ambition is to operate at the highest tier of technology delivery, driven by operational excellence, a strong culture, and increasing automation. If you want to lead at scale, influence strategy, and leave a lasting impact on national healthcare technology, this is the role.

This isn't just a job it's a mandate to modernise, innovate, and lead. Are you ready to help set a new benchmark for digital service excellence?

Main duties of the job

As Head of Service Operations, you will:

• Lead the operational performance of key service management functions, including the IT Service Desk, Incident and Problem Management, Request Fulfilment, and Service Reporting.
• Ensure technology services are resilient, scalable, and responsive to frontline needs.
• Embed ITIL and SDI best practices, supporting safe and efficient technology delivery.
• Act as a key escalation point for operational matters, handling highly complex and sensitive issues.
• Lead, motivate, and develop a high-performing team, fostering a culture of excellence and inclusivity.
• Oversee the user experience and reporting team, delivering enhancements for clinical, administrative, and nursing teams.
• Manage relationships with internal and external stakeholders, including third-party suppliers and partner Trusts.
• Lead on financial management, including budgets of £5-20 million, and deliver cost-saving programmes.

Key skills and qualities sought:

• Extensive senior management experience in IT service operations.
• Strong leadership, influencing, and communication skills.
• Analytical and problem-solving abilities.
• Experience managing large teams and complex projects.
• Commitment to continuous professional development and Trust values.

About us

You'll join a dynamic, forward-thinking team within the DT&I Directorate, working alongside technical and service delivery experts who are passionate about enabling patient-facing colleagues and delivering outstanding digital services. The team culture is collaborative, supportive, and driven by a shared commitment to continuous improvement and innovation. You'll benefit from a positive, inclusive atmosphere where professional development is encouraged, and your contributions are valued. The Trust is committed to flexible working, equality, diversity, and supporting staff wellbeing. You'll have the opportunity to work across multiple sites and with partner organisations, contributing to a culture that puts patients first and values every team member's input.

Job responsibilities

Key responsibilities include:

• Deputising for the IT Director as required, contributing to directorate-wide planning and leadership forums.
• Leading the development and delivery of service operations strategy, ensuring alignment with DT&I objectives and Trust priorities.
• Managing all day-to-day IT operational functions, ensuring high-quality delivery against SLAs and KPIs.
• Leading Major Incident Management processes and acting as the escalation point for operational issues.
• Owning the service risk register and ensuring compliance with data protection, cyber security, and information governance standards.
• Acting as the senior operational IT point of contact for Divisions and Corporate Directorates.
• Providing direct line management to operational service leads and ensuring appropriate skills, structures, and processes are in place.
• Leading workforce planning, identifying skills gaps, training needs, and succession plans.
• Managing service operations budgets and contracts for service-related tools and support agreements.
• Promoting a positive, inclusive, and high-performance culture across operational teams.

Key relationships:

• Internal: Reports to the Deputy IT Director, works closely with Heads of IT Services, Infrastructure and Applications, Service Desk Managers, Technology Service Owners, Clinical and Operational leads, Information Governance, Cyber Security, Digital PMO, Digital Training, EUT, Communications, Performance, Risk, Quality, Finance, and HR teams.
• External: Maintains relationships with third-party service providers, partner Trusts (e.g., KCH, RBH), NHS networks, professional groups, technology vendors, and support partners.

Person Specification Qualifications / Education

• Educated to PhD level or equivalent (must be able to demonstrate ability to have the capacity/experience to take on an operational management role through equivalent knowledge and experience)
• Evidence of continuous professional development
• Has completed management/leadership development programme in the last 2 years
• SDI, ITIL4, Prince2/PMP and/ or CITSM

Knowledge and Experience

• Sound intellectual skills with extensive experience at a senior management level
• Extensive experience managing a range of projects within a large organisation, preferable with a service focused role
• Demonstrable ability to translate policy and strategy into deliverables
• Demonstrable extensive experience of managing teams of staff and other managers working to a common goal but on disparate projects/tasks
• Experience of delivery of a complex ICT service
• Has excellent understanding of the NHS plan and issues facing the NHS
• At least five years' experience managing a wide range of IT projects within the NHS
• Demonstrable experience of managing a team of staff working to a common goal but on disparate projects/tasks
• Good understanding of the NHS and the National Information for Health Strategy and involvement in the production of local (organisation) or sector wide strategies
• Extensive experience of the negotiation and management of high value hardware, software, and service contracts with major suppliers, with experience of OJEC and POISE procurements.

Skills and Competencies

• Good analytical skills
• Practical approach to problem solving
• Excellent planning and organisational skills
• The ability to produce clear, concise and accurate written documents
• Understand the principles of how to manage a budget
• An innovative and pragmatic manager who has a track record of conceiving and implementing systems and services that have achieved demonstrable and continuing benefits for organisations
• Ability to learn new skills quickly and pass them on to others effectively
• Ability to adapt and rise to new challenges

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Guy's and St Thomas' NHS Foundation Trust