IT Service Support Manager

Job Description:

IT Service support manager

Salary:From 59900 DOE

Location : Hybrid working Minimum 3 days per week at Cromwell Hospital SW5 0TU

Contract type:Permanent

Shift pattern:Full-time 37.5 hours per week

We make health happen

At Bupa were not just a health insurer were a health partner. With no shareholders our focus is always on our customers. Were here to help people live longer healthier happier lives and make a better world.

As aIT Service support manager you will manage the Cromwell & Diagnostics centres IT Service Desk team ensuring the delivery of high-quality responsive and customer-focused IT support services across the hospital. The role is critical in maintaining operational continuity supporting clinical systems and driving service improvement.

How youll help us make health happen:

• Oversee day-to-day operations of the IT Service Desk ensuring timely resolution of incidents and service requests.

• Monitor performance against SLAs and KPIs and produce regular reports for leadership.

• Manage ticket queues prioritization and escalation processes.

• Lead coach and develop a team of service desk analysts and technicians.

• Conduct regular performance reviews and training plans to build technical and customer service capabilities.

• Act as the primary point of contact for IT support escalations from clinical administrative and executive teams.

• Collaborate with other IT teams (Infrastructure Applications Security) to ensure seamless support.

• Identify trends and recurring issues to drive root cause analysis and problem management.

• Implement service improvement initiatives including automation and self-service tools.

• Ensure adherence to ITIL practices a

• Maintain documentation asset records and audit trails for compliance and reporting.

Key Skills / Qualifications needed for this role:

• Proven experience managing an IT Service Desk in a healthcare or enterprise environment.

• Strong understanding of ITIL framework and service management tools (ServiceNow)

• Excellent leadership communication and stakeholder management skills.

• Familiarity with clinical systems (e.g. EHR PACS) and healthcare IT environments.

• ITIL Foundation or higher certification.

• Experience with NHS or private healthcare IT operations.

• Knowledge of cybersecurity and data protection regulations (e.g. GDPR NHS DSPT)

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health from mental and physical to financial social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa Global in this role you will receive the following benefits and more:

25 days holiday increasing through length of service with option to buy or sell

Bupa health insurance as a benefit in kind

An enhanced pension plan and life insurance

Annual performance-based bonus

Onsite gyms or local discounts where no onsite gym available

Various other benefits and online discounts

Why Bupa

Were a health insurer and provider. With no shareholders our customers are our focus. Our people are all driven by the same purpose helping people live longer healthier happier lives and making a better world. We make health happen by being brave caring and responsible in everything we do.

We encourage all of our people to Be you at Bupa. We champion diversity and understand the importance of our people representing the communities and customers we serve. Thats why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role.

Well make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. If you require information regarding this role in an alternative format please email:

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