Job Summary

Use your IT expertise and experience to shape the way we manage out IT services.

Technology roles with this level of impact are very hard to find. Join NHS Blood & Transplant and you’ll be respected as the expert – with the freedom to act on your ideas and use cutting-edge technology and innovative tools to deliver success. All with the knowledge that what you’re doing is indirectly helping us save and improve lives by meeting the needs of donors and matching life-giving organs and blood to those who desperately need them.

This is a National role, base can be one of NHSBT main centres.

Main duties of the job

In this role you will be responsible for:

  • Co-ordinating the management of critical ICT incidents ensuring that resolution is within the specified and agreed SLA’s and complies with current agreed documented process.
  • Managing liaison between other departments and with the technical teams to ensure that service is restored
  • Planning and organising all aspects of incident resolution in order to restore service as efficiently and effectively as possible.
  • Provision and management of critical incident conference bridges where appropriate.
  • Using agreed incident management methodologies, policies and processes to ensure that the on-going incidents are formally tracked and that a clear audit trail exists in line with agreed process.
  • Managing the production and submission of critical incident reports to problem management.
  • Compiling of reports on critical incident Key Performance Indicators as required by senior management.
  • Providing ownership of the approved Critical Incident Management process within IT Service & Operations.
  • Establishing appropriate sharing of responsibilities with Change and Problem Managers so that critical incidents are immediately responded to during operational hours. 
  • Covering for the Change, Problem, Service Asset & Configuration Manager.

About You

Experience and Knowledge

  • Extensive experience of major incident management, including the design and implementation of best practices aligned to ITIL methodologies.
  • Experience of incident and request fulfilment processes.
  • Strong problem solving, analytical, and time management skills.
  • Proven ability of measuring SLA’s and KPI’s and delivering value to the organisation.
  • The logical thinking skills to understand highly complex situations and information, identify issues, gather, collate, and sift information
  • A flair for presenting complex and contentious information to a large technical and/or non-technical audience and articulating technical requirements from a business specification.
  • Ability to lead, provide a vision and work in and apart of a fast paced environment.
  • Continuously looking for improved ways of working to ensure a lean and efficient service is delivered to minimise downtime.
  • Build trusting relationships with both NHSBT users as well as internal and external service providers.

Qualifications and Training

  • Educated to Masters level in a relevant IT/technological subject or equivalent OR relevant work experience at an appropriate level in an IT related environment.
  • A recognised qualification in Incident Management, Change Control and Problem Management e.g. ITIL Foundation V3/4, Expert V3/4 OR equivalent experience.

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.

About Us

At NHS Blood and Transplant, we’re incredibly proud of the many talented people who come together every day to make our organisation the very best it can be. We have clearly defined values that are centred around offering exceptional care to our donors and their families. We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers.

It’s an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year. We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme.

We are passionate about creating an inclusive workplace and aim to reflect the diverse communities we work with and positively encourage applications from all sectors of the community.

Three small words, one big difference – Caring, Expert and Quality.

Together we’ll save and improve more lives than ever

This vacancy will close at 23:59 on Sunday 30th July 2023.

Interviews are anticipated to be held on the week commencing 7th August 2023 – subject to confirmation

For informal enquiries please contact – Name: Den Hudson, Job Title: Head of IT Service Operations, Contact Details:

Please click here to apply.

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