Deputy Head of Digital Assurance

Overview

In this role, you lead the Digital Assurance function within Digital Services to ensure reliable, high‑quality service delivery. You will mentor teammates, coordinate cross‑site activities, and drive continuous improvement to meet customer needs. The role emphasizes proactive service continuity, incident management, and alignment with ITIL practices. You will partner with stakeholders to deliver value, while supporting staff development and performance.

Pay / Benefits

• Flexible working
• Full-time role
• Competitive NHS Band 8a salary

Responsibilities

• Lead the Digital Services Administration, Digital Partners, Asset, Quality and Contracts teams and Trust Switchboard to meet service levels
• Establish and report on service performance KPIs for availability and capacity; communicate outcomes to senior management
• Document and maintain services per Trust policies; drive adoption of processes
• Evaluate new systems/technologies to create efficiencies
• Ensure 24/7 service continuity and disaster recovery readiness
• Mentor, develop and coach team members; manage performance and standards
• Own incident, problem management processes and serve as escalation point for service issues
• Manage line‑managed staff according to trust policies; promote Customer Excellence
• Implement and review documentation for Asset Management, Contracting, administration, and switchboard functions
• Foster best practices in service support and customer satisfaction; integrate initiatives across Digital Services and the Trust
• Define and enforce adherence to standards and policies; pursue ongoing service quality improvements

Key requirements

• Experience providing leadership to individuals and teams
• Experience in IT/Digital department environments
• Experience in managing incidents
• Extensive ITSM knowledge and service management function experience
• Experience in negotiations with customers, suppliers and stakeholders
• Proven coaching and staff development skills
• Strong communication with diverse audiences within the Trust and partners
• Project management experience and successful project delivery
• Understanding of IT services good practices around delivery and security
• Ability to plan, document, and implement changes via structured change control
• Ability to work on own initiative and meet deadlines; willingness to work longer hours when needed
• Budget monitoring for Digital Assurance Service
• Rehabilitation of Offenders Act 1974 checks and UK sponsorship eligibility requirements
• Possession of ITIL Foundation V4 or equivalent
• Masters level education or equivalent experience

• Customer-focused
• Proactive and adaptable
• Strong interpersonal and networking abilities
• ITSM
• Incident and problem management
• Change control process

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