Job summary
We have an exciting opportunity to join ourService Management Office withinthePrimary, Community and Mental Health Directorate at Digital Health and Care Wales (DHCW).
The post holder willfocus on managing and improving IT Service Management processes to ensure service availability, performance, and maturity across multiple platforms.
The roleinvolves leading a team, acting as an escalation point for complex issues, and driving continuous improvement initiatives aligned with businessobjectives.
This is a challenging and rewarding post for someone withITIL Service Managementexperience andexperience of team managementand workplanmanagement.
What we are looking for:
Main duties of the job
You willlead and managea diverse team, fostering an inclusive and high-performing culture, and support professional development through coaching and mentoring.
The role involves designing, implementing, and governing IT Service Management processes to ensure alignment with businessobjectives, managing SLAs and OLAs, and overseeing service continuity processes.This willrequire planning and organising complex tasks,whilstdriving continuous improvement.
Responsibilitiesalsoinclude monitoring service performance against KPIs,leveragingdata analytics to enhance service performance,producing dashboards and reports,identifyingrisks and opportunities for improvement, and managing stakeholder relationships through effective communication and negotiation.
About us
Digital Health and Care Wales (DHCW) is an expert national body and part of NHS Wales. We work in partnership with NHS Wales colleagues and other key stakeholders to provide national digital and data services which support the delivery of health and social care in Wales. Modern health and care services depend on good digital tools, data and information. DHCW runs or works with more than 100 services and delivers major national digital transformation programmes to support this. In addition, DHCW provides expert advice in relation to cyber security and information governance. We give frontline staff the digital tools which help them provide safer and more efficient care. We are also giving patients and the public digital tools to better manage their own health and wellbeing, empowering people to live healthier lives. We put people at the heart of what we do, working to the highest standards to deliver quality and make digital a force for good in health and care.
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.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person Specification
Qualifications and Knowledge
Essential
- A Master's degree in an associated professional field (or equivalent qualification / experience).
- Further evidence of relevant higher-level education and/or training.
- Knowledge gained through practical experience of working at this level, across the range of work procedures and practices.
- Evidence of continuous professional development.
Desirable
- Professional membership, such as Chartered IT Professional (CITP).
- FEDIP Senior Practitioner, or equivalent recognised advanced level professional qualification.
- Theoretical and specialist knowledge gained via certification, as relevant to your specialism, such as: o ITIL3 / ITIL4 Certifications o Leadership and Management qualification or training
- Knowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations.
Experience
Essential
- Experience in an IT process management, IT service delivery, or business process improvement role within a large complex (digital) organisation.
- Experience of successfully leading process improvement projects to improve efficiency and service delivery, using methodologies such as Lean, SixSigma, or Agile.
- Proficiency in the application of relevant industry standards, best practices, frameworks, and certifications to ensure quality, compliance, and continuous improvement in digital service delivery.
- Familiarity with the identification, assessment, and mitigation of risks to digital services through robust business continuity and disaster recovery planning, aligned with diverse and critical services.
- Familiarity with the planning and management of non-project activities using structured approaches that support effective use of time and resources.
- Proficiency in the structure and function of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and associated service contracts in supporting service delivery.
- Familiarity with the facilitation of inclusive and productive meetings, ensuring all participants can contribute and that decisions are clearly recorded.
- Proficiency in communicating effectively through accessible presentations, tailored to the audience and the communication environment (face-to-face or online).
- Familiarity with using coaching approaches that balance guidance and autonomy, supporting diverse learning styles and professional development needs.
Desirable
- Experience of identifying, evaluating and implementing innovative IT Service Management solutions, including AI-based improvements.
- Experience in creating and implementing User-Centred service improvement plans.
- Understanding of Agile methodologies and solutions within service management.
Skills and Attributes
Essential
- Decision-making skills to make timely, informed decisions by balancing priorities, assessing risks, and considering long-term impact, seeking input from others to ensure fair and inclusive outcomes.
- Interacting with people skills to build respectful, trusting relationships across backgrounds and disciplines, demonstrating clear, effective and compassionate communication, using inclusive dialogue.
- Influence, persuasion and personal impact skills to effectively engage stakeholders with confidence, professionalism, and empathy, positively influencing and guiding others toward collaborative action and mutual trust.
- Teamwork skills to collaborate openly with others to achieve shared outcomes, valuing diverse perspectives and fostering a sense of belonging and contribution.
- Leadership skills to inspire and support others by providing clear direction, setting shared goals, and fostering a compassionate, inclusive, and high-performing culture.
- Providing direction skills to communicate expectations clearly and set achievable deadlines, offering ongoing support to ensure others can deliver effectively.
- Delegation skills to share tasks and responsibilities appropriately to empower others and build collective ownership, defining clear expectations and providing support to ensure success.
- Follow-up and monitoring skills to track progress, identify issues, and address them collaboratively, communicating updates clearly and escalating concerns when needed.
Desirable
- Welsh language skills are desirable at level 1 or above in understanding, speaking, reading and writing in Welsh.
Person Specification
Qualifications and Knowledge
Essential
- A Master's degree in an associated professional field (or equivalent qualification / experience).
- Further evidence of relevant higher-level education and/or training.
- Knowledge gained through practical experience of working at this level, across the range of work procedures and practices.
- Evidence of continuous professional development.
Desirable
- Professional membership, such as Chartered IT Professional (CITP).
- FEDIP Senior Practitioner, or equivalent recognised advanced level professional qualification.
- Theoretical and specialist knowledge gained via certification, as relevant to your specialism, such as: o ITIL3 / ITIL4 Certifications o Leadership and Management qualification or training
- Knowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations.
Experience
Essential
- Experience in an IT process management, IT service delivery, or business process improvement role within a large complex (digital) organisation.
- Experience of successfully leading process improvement projects to improve efficiency and service delivery, using methodologies such as Lean, SixSigma, or Agile.
- Proficiency in the application of relevant industry standards, best practices, frameworks, and certifications to ensure quality, compliance, and continuous improvement in digital service delivery.
- Familiarity with the identification, assessment, and mitigation of risks to digital services through robust business continuity and disaster recovery planning, aligned with diverse and critical services.
- Familiarity with the planning and management of non-project activities using structured approaches that support effective use of time and resources.
- Proficiency in the structure and function of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and associated service contracts in supporting service delivery.
- Familiarity with the facilitation of inclusive and productive meetings, ensuring all participants can contribute and that decisions are clearly recorded.
- Proficiency in communicating effectively through accessible presentations, tailored to the audience and the communication environment (face-to-face or online).
- Familiarity with using coaching approaches that balance guidance and autonomy, supporting diverse learning styles and professional development needs.
Desirable
- Experience of identifying, evaluating and implementing innovative IT Service Management solutions, including AI-based improvements.
- Experience in creating and implementing User-Centred service improvement plans.
- Understanding of Agile methodologies and solutions within service management.
Skills and Attributes
Essential
- Decision-making skills to make timely, informed decisions by balancing priorities, assessing risks, and considering long-term impact, seeking input from others to ensure fair and inclusive outcomes.
- Interacting with people skills to build respectful, trusting relationships across backgrounds and disciplines, demonstrating clear, effective and compassionate communication, using inclusive dialogue.
- Influence, persuasion and personal impact skills to effectively engage stakeholders with confidence, professionalism, and empathy, positively influencing and guiding others toward collaborative action and mutual trust.
- Teamwork skills to collaborate openly with others to achieve shared outcomes, valuing diverse perspectives and fostering a sense of belonging and contribution.
- Leadership skills to inspire and support others by providing clear direction, setting shared goals, and fostering a compassionate, inclusive, and high-performing culture.
- Providing direction skills to communicate expectations clearly and set achievable deadlines, offering ongoing support to ensure others can deliver effectively.
- Delegation skills to share tasks and responsibilities appropriately to empower others and build collective ownership, defining clear expectations and providing support to ensure success.
- Follow-up and monitoring skills to track progress, identify issues, and address them collaboratively, communicating updates clearly and escalating concerns when needed.
Desirable
- Welsh language skills are desirable at level 1 or above in understanding, speaking, reading and writing in Welsh.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
