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IT Service Delivery Analyst

University College London Hospitals NHS Foundation Trust
£42,471 to £50,364 Per annum inclusive of HCAS
Closing date
17 Jul 2024

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Other Health Profession
Band 6
Contract Type
Full Time
UCLH is seeking a skilled individual to join their IT Service Delivery Management team in Digital Health Care. As a Service Delivery Analyst, you will ensure the delivery and continuity of digital and technology services across the Trust, working with the Head of Service and Vendor Management, other members of the Senior managers, and our outsourced suppliers 24/7, 365 days a year.

UCLH provides acute and specialist services to a diverse local population and to patients from across England and Wales. The successful applicant will play a key role in providing IT service management to ensure the delivery and continual improvement of digital and technology-related services, along with the personal development of staff. This will include reviewing and updating procedures.

Main duties of the job

As the IT Service Delivery Analyst, you will assist with proactively managing the contract obligations from an operational and service perspective, ensuring that suppliers deliver to state Service Level Agreements (SLAs) and holding them accountable if performance does not meet expectations.

Moreover, the role has further responsibilities in quality, such as assuring and approving ongoing changes to the systems infrastructure and services, and owning and driving service processes. Service Delivery Analysts must always maintain a customer perspective of the service.

The successful applicant must demonstrate the ability to identify service delivery issues, manage service management plans with the Trust's needs, and be aware of Managed IT Service provision. Service improvement and performance management are critical activities for the team. If you have the required skills and experience, we encourage you to apply for this exciting opportunity.

About us

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:
  • University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
  • National Hospital for Neurology and Neurosurgery
  • Royal National ENT and Eastman Dental Hospitals
  • University College Hospital Grafton Way Building
  • Royal London Hospital for Integrated Medicine
  • University College Hospital Macmillan Cancer Centre
  • The Hospital for Tropical Diseases
  • University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

Job description

Job responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Come and be a part of the best NHS trust in England to work for, according to our staff*

UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust

*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.

UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.

Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.

Person Specification

Knowledge and Qualifications


  • Educated to degree level in a computer-based discipline or relevant subject or equivalent
  • Relevant service management qualification, e.g. ITIL


  • Evidence of continuing professional development.



  • Experience in supporting a complex, corporate Microsoft-based environment across multiple sites and above 10,000 users
  • Significant experience working in an environment with multiple Supplier and partner
  • Operated in environments with differing IT operating models
  • Experience working with computer users of all levels of IT literacy
  • Significant experience in working with a large team of technical, administrative and contract staff
  • Comprehensive IT support and management skills gained from previous experience in delivering operational IT services.
  • Experience in software asset management and license compliance
  • Experience in hardware assets management.


  • Exposure to working in a healthcare/social care setting
  • Experience in dealing with IG and Data Protection legislation
  • Input into development of Service Management, policies, and procedures
  • A track record of delivery enhanced service provision, and there was a cultural shift in customer focus.
  • Understanding of the fundamentals of complex patient administration systems

Skills and Abilities


  • Excellent interpersonal skills and a proven track record in developing and sustaining relationships with different customer groups at varying levels. Able to challenge senior colleagues in an effective way
  • Highly developed communication skills, able to produce board-level papers and presentations. Comfortable delivering complex, sometimes contentious information to a wide range of internal and external colleagues
  • Ability to work under demanding timescales and remain calm under pressure
  • Able to express specialised and highly complex ideas or principles to non-expert staff
  • Ability to prioritise own work effectively and able to direct activities of others
  • Displays a comprehensive understanding of the needs and objectives of the users of the services provided
  • Able to incorporate industry best practices, e.g. ITIL, Information Governance


  • Highly developed analytical and problem-solving skills, able to analyse complex and highly specialised data and information and devise plans accordingly.
  • Proficient in the products and/or services supplied to the Trust by external suppliers
  • Knowledge of Information Governance, including IT security, Freedom of Information and Data Protection

Other Factors


  • The requirement to work outside regular working hours in the event of major service disruption



  • Demonstrate ability to meet trust values of safety, kindness, teamwork, and improvement.

Responsibilities towards promoting Equality, Diversity, and Inclusion


  • E.g. For all posts to include a Demonstratable understanding of Equality, Diversity, and Inclusion and/or Knowledge of the NHS obligations under the Equality Act 2010 and the Public Sector Equality Duties

Ensure the risk of infection to self, colleagues, patients, relatives and visitors is minimised by:


  • Be familiar with and adhere to trust policies and guidance on infection prevention and control.
  • Completing all required training and education (both via e-learning and face-to-face) on infection prevention and control.
  • Including infection prevention and control as an integral part of your continuous personal/professional development and included in your annual appraisal
  • Taking personal responsibility, so far as is reasonably practicable, to help ensure that effective prevention and control of healthcare-associated infections are embedded into everyday practice and applied consistently.

Employer details

Employer name

University College London Hospitals NHS Foundation Trust


University College London Hospitals

235 Euston Road



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