Service Management Lead

Job summary

We have an exciting vacancy for a Service Management Lead working as part of the IT Service Management Team within Digital Health and Care Wales.

As a Service Management Lead, you will be developing and implementing IT Service Management arrangements for Digital Health and Care Wales IT Services in accordance with the specification and guidance provided by the Service Management policies, processes, and procedures and in line with the ITIL Framework. You will also be ensuring that the IT Service Management arrangements are robust and fit for purpose through audit and Continual Service Improvement.

We are looking for a motivated individual who is willing work, learn, and actively contribute within a team environment, and has a working knowledge of how information and technology support the delivery of patient services throughout NHS Wales.

The ideal candidate should have demonstrable experience of IT Service Management and the disciplines that make up the ITIL service management best practice framework.

Previous experience of working in a governance-focused environment, and of delivering the transition of highly complex services would be beneficial, as would the ability to document agreements, policies, processes, and procedures to a high standard of quality.

Main duties of the job

The Service Management Lead will primarily be responsible for:

• Providing expert advice on the entire ITIL library of best practice policy and procedures.
• Development and Implementation of the NHS Wales ITIL processes across NHS Wales which will enable IT Departments to meet their key strategic objectives.
• Monitor the Service Management Standards within all Health Board IT support teams, matrix managing local ITIL Consultants to ensure compliance with the NHS Wales Service Management Standards.
• Develop a Continual Service Improvement Programme (CSIP) to ensure the development and review of ITIL processes across NHS Wales and training and advising IT support staff in ITIL disciplines.

• Actively promote and encourage the adoption of ITIL Service Management across NHS Wales.
• Contribute to the NHS Wales adoption of ITIL Service Management through a variety of external forums.

The ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.

About us

Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.

Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.

Join our game changing, life-saving team and start making a real difference to health and care services in Wales.