Service Delivery Lead

Summary

Job Reference: 254855BR

Nottingham Support Office

Permanent

37.5 Hours

Job Title: Service Delivery Lead

Location: Nottingham

Contract: Perm

Recruiter: Noaman Hussain

Who we are

We believe healthcare should be convenient and accessible to all, which is why we have created Boots Digital Health - the business behind the Boots Online Doctor. Providing patients with online access to advice and treatment from medical experts, the Boots Online Doctor has fast become a market leader, but we've got ambitious plans and we're not slowing down anytime soon. Boots Digital Health is an exciting place to be, offering the growth culture of a startup with the scale and support of the 170 year old Boots brand. We are proud to be an equal opportunity employer, passionate about providing a positive and inclusive working environment for all. Join us and together we can change healthcare for the better through innovative technology and services to the UK and beyond. With you. We change for the better.

About the role

We're looking for a Service Delivery Lead to deliver and support of our IT Services within a patient-focussed healthcare environment. As a member of the Boots Digital Health Technology leadership team, this is an opportunity to work across a diverse landscape of healthcare applications and programmes. This critical role ensures the smooth operation of digital systems and services that support clinical care, administrative functions, and patient engagement platforms.

Reporting to the IT Director, you will have a background in service management and project delivery, you will work with members of the Boots Digital Health functions to deliver our services, safely, and at scale. You'll oversee the smooth delivery of change programmes alongside the ongoing delivery of services, working with the development teams, and ensure agreement on clinical and regulatory standards

The day-to-day activities of the role will include but are not limited to:

• Oversee the delivery of IT services across clinical and non-clinical systems, ensuring high availability and performance

• Guide technical engineering teams to ensure resolution of incidents and service requests

• Manage SLAs, KPIs, and reporting to meet operational and clinical performance standards

• Implement and maintain ITIL-aligned processes for incident, problem, change, and service management

• Coordinate with Clinical Systems, Infrastructure, Information Governance, and third-party vendors

• Work with Product teams to monitor and improve user experience for clinicians, administrative teams, and patients

• Maintain compliance with NHS Digital, CQC, IG Toolkit, and Cyber Essentials+ standards

• Lead on root cause analysis and long-term service improvements

• Participate and lead in digital transformation deployment projects

• Analysing business requests, identifying and evaluating options for improving business systems and processes, ensuring the customers' needs are always at the forefront of our solutions.

• Be a leader in the IT leadership to identify and improve processes

• Lead the evaluation of defects and prioritisation of these defects into delivery squads.

What you'll need to have

• You'll have experience as a service delivery – you will be about having the confidence and passion to take accountability for activity of varying scale and inspiring the implementation and support of outstanding solutions.

• You will manage, influence, negotiate and collaborate with a variety of stakeholders at all levels in the business.

• You'll work towards a collaborative understanding to deliver the best product for our customers.

• Manage multiple projects, deadlines, and work without supervision.

• You'll always aim to understand and bring others along when your understanding is greater than theirs.

• You will have experience working within both Agile and Waterfall software delivery environments and an all-round appreciation of IT delivery.

It would be great if you also have

These are desirable skills or experience and are not essential, so we would welcome applications from candidates that don't match this additional criteria.

• Experience working in a healthcare, pharmacy or retail environment.

• Recognised qualification in service delivery (ITIL etc)

• Recognised qualification in SAFe Agile

Our benefits

• Boots Retirement Savings Plan

• Discretionary annual bonus

• Generous employee discounts

• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child

• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.

• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better.

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

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