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NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
Digital Service Centre Manager
Band 7
Salary: £52,845 – £61,466
Hours: 36 hours per week
Contract: Permanent
Location: Aberdeen Royal Infirmary, Digital Directorate
An exciting opportunity has arisen for an experienced and motivated leader to join NHS Grampian as Digital Service Centre Manager. This role is central to the delivery of high-quality front-line digital and communication services across NHS Grampian, with responsibility for the day to day operational management and continuous improvement of the Digital Service Centre which includes the IT Service Desk and Switchboard.
The post holder will lead services that provide essential support to staff, patients and partner organisations, ensuring a responsive, reliable and professional 24/7 service. You will play a key role in service performance, operational resilience, staff leadership and service transformation, working closely with colleagues across the Digital Directorate and wider organisation to deliver measurable improvements.
Main responsibilities
- Lead the operational delivery, performance and continuous development of the Digital Service Centre, including the IT Service Desk and Switchboard.
- Manage and support a multidisciplinary team delivering high-volume front-line digital and communication services.
- Monitor service standards, KPIs and operational performance, taking action to address issues and drive improvement.
- Act as an escalation point for service disruptions, incidents and complex operational issues, including support to major incident response.
- Lead workforce planning, rota management and day-to-day resource allocation for a 24/7 service.
- Develop and implement service improvements, standard operating procedures and change initiatives across front-line digital services.
- Work collaboratively with internal teams, senior managers and external suppliers to ensure effective and resilient service delivery.
- Support staff development through recruitment, induction, coaching, performance management and ongoing professional development.
About You
The candidate should bring substantial management experience with a proven ability to lead teams in demanding operational environments and through periods of change. You will have strong leadership, communication and organisational skills, with the ability to motivate teams, manage competing priorities and deliver high standards of service.
The candidate should have relevant knowledge of a switchboard or service desk environment. Experience of managing a 24/7 service, leading service improvement, and applying structured service management approaches such as ITIL will be advantageous. A commitment to compassionate leadership, staff development and continuous improvement is essential. The successful applicant will also be required to participate in the on-call roster as part of this post.
Interviews are scheduled to take place on the 29 and 30 July 2026 at Aberdeen Royal Infirmary
Informal enquiries are welcome to Andrew Garden by emailing andrew.garden@nhs.scot
Additional Information For Candidates
AI-generated content for the completion of Supporting Statements may lack specificity and fail to address key criteria outlined in the job description. Personalisation is essential to convey individual skills, knowledge, and experiences effectively.
As a disability confident employer we are committed to ensuring our recruitment processes are inclusive and accessible to all. If you need us to make any adjustments during the recruitment process, please let us know by contacting our recruitment team at the earliest opportunity. Email us at gram.recruitment@nhs.scot.
Shortlisted candidates will be invited to attend the interview in person. Alternative arrangements or adjustments will be considered in the event there are circumstances that may prevent candidates attending in person to ensure it is inclusive and accessible to all.
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- Please note – If this post operates within Aberdeen City Low Emission Zone, you will be responsible for all costs associated with entering.**
NHS Grampian forms one of the fourteen regional health boards of NHS Scotland and is responsible for providing health and social care services to a population of over 500,000 people living in Aberdeen, Aberdeenshire and Moray.
As a board we strive to ensure the environment is conducive to nurturing a positive culture, supported and delivered through our NHS and Social Care values.