Job summary
An exciting opportunity has arisen within the Service Management team to appoint an IT Process Lead for Service Level Management.
This key lead role is responsible for the development, management, and continual improvement of Service Level Management across a portfolio of digital and IT services. Working in line with ITIL v4 principles, you will ensure that services are designed, delivered, and continually improved to meet agreed business outcomes, user needs, and organisational priorities.
You will act as a primary point of contact for service level performance, working collaboratively with operational teams, product owners, suppliers, and stakeholders across NHS Wales to define, agree, monitor, and improve Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and underpinning contracts.
The ideal candidate will have a balance of strategic insight and operational leadership. Working with Service Management colleagues you will lead on service level governance, reporting, and assurance activities, while championing a culture of continual improvement, transparency, and value-driven service management.
We are looking for a motivated individual with excellent interpersonal and communication skills. Strong service management experience, stakeholder engagement skills, and a passion for improving outcomes for users, Service Management, DHCW, and NHS Wales
Main duties of the job
Main duties include:
- Lead the end-to-end Service Level Management practice, ensuring service level requirements are clearly defined, agreed, monitored, and reviewed across live services.
- Act as the primary interface between Service Management, product/service owners, operational teams, NHS Wales stakeholders, and external suppliers in relation to service performance and service level commitments.
- Facilitate the development, review, and ongoing management of SLAs, OLAs, and underpinning agreements, ensuring alignment with organisational priorities and best practice.
- Provide assurance to governance forums that services are performing in line with agreed targets, risks are understood, and improvement actions are in place where required.
- Chair and coordinate service review meetings and forums, enabling constructive discussion on service performance, user experience, risks, and improvement opportunities.
- Champion collaborative working across Service Management practices, supporting alignment with Incident, Problem, Change, Capacity, Availability, and Continual Improvement practices.
The ability to speak Welsh is desirable for this post; 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.
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
Main Responsibilities include:
- Plan and organise complex service management activities based on service priorities, performance data, business needs, and strategic objectives, adapting plans as requirements evolve.
- Lead the design, implementation, and governance of Service Level Management processes, ensuring they are effective, measurable, and continuously improved.
- Establish and maintain operational methods, procedures, and reporting mechanisms to support transparent and consistent service performance management.
- Define and maintain meaningful service metrics, KPIs, and targets that reflect value, outcomes, and user experience, as well as performance.
- Analyse service performance data, trends, and user feedback to identify risks, issues, and opportunities for improvement, and lead or contribute to improvement initiatives.
- Take ownership of service level issues, proactively identifying potential failures and working with stakeholders to agree and implement corrective actions.
- Ensure service reporting is timely, accurate, and accessible, supporting effective decision-making at operational and senior levels.
- Balance cost, risk, and value to ensure service management activities deliver value for money and support sustainable service delivery.
- Influence and build strong, trust-based relationships and partnerships with a wide range of stakeholders, managing expectations and resolving conflicts constructively.
- Support and embed ITIL v4 principles, including value co-creation, continual improvement, and a holistic view of service management across the 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
Main Responsibilities include:
- Plan and organise complex service management activities based on service priorities, performance data, business needs, and strategic objectives, adapting plans as requirements evolve.
- Lead the design, implementation, and governance of Service Level Management processes, ensuring they are effective, measurable, and continuously improved.
- Establish and maintain operational methods, procedures, and reporting mechanisms to support transparent and consistent service performance management.
- Define and maintain meaningful service metrics, KPIs, and targets that reflect value, outcomes, and user experience, as well as performance.
- Analyse service performance data, trends, and user feedback to identify risks, issues, and opportunities for improvement, and lead or contribute to improvement initiatives.
- Take ownership of service level issues, proactively identifying potential failures and working with stakeholders to agree and implement corrective actions.
- Ensure service reporting is timely, accurate, and accessible, supporting effective decision-making at operational and senior levels.
- Balance cost, risk, and value to ensure service management activities deliver value for money and support sustainable service delivery.
- Influence and build strong, trust-based relationships and partnerships with a wide range of stakeholders, managing expectations and resolving conflicts constructively.
- Support and embed ITIL v4 principles, including value co-creation, continual improvement, and a holistic view of service management across the organisation.
Person Specification
Qualifications and Knowledge
Essential
- A Master's degree in an associated professional field (or equivalent qualification / experience).
- Evidence of continuous professional development.
Desirable
- 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 structure and function of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and associated service contracts in supporting 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
Desirable
- Experience in creating and implementing User-Centred service improvement plans.
- Experience of identifying, evaluating and implementing innovative IT Service Management solutions, including AI-based improvements.
Skills and Attributes
Essential
- Interacting with people skills to build respectful, trusting relationships across backgrounds and disciplines, demonstrating clear, effective and compassionate communication, using inclusive dialogue.
- Leadership skills to inspire and support others by providing clear direction, setting shared goals, and fostering a compassionate, inclusive, and high-performing culture.
- Follow-up and monitoring skills to track progress, identify issues, and address them collaboratively, communicating updates clearly and escalating concerns when needed.
Person Specification
Qualifications and Knowledge
Essential
- A Master's degree in an associated professional field (or equivalent qualification / experience).
- Evidence of continuous professional development.
Desirable
- 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 structure and function of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and associated service contracts in supporting 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
Desirable
- Experience in creating and implementing User-Centred service improvement plans.
- Experience of identifying, evaluating and implementing innovative IT Service Management solutions, including AI-based improvements.
Skills and Attributes
Essential
- Interacting with people skills to build respectful, trusting relationships across backgrounds and disciplines, demonstrating clear, effective and compassionate communication, using inclusive dialogue.
- Leadership skills to inspire and support others by providing clear direction, setting shared goals, and fostering a compassionate, inclusive, and high-performing culture.
- Follow-up and monitoring skills to track progress, identify issues, and address them collaboratively, communicating updates clearly and escalating concerns when needed.
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).
