Job summary
The purpose of the Service Manager is to ensure the quality, effectiveness and efficiency of service delivery within the portfolio; this is achieved through monitoring performance and leveraging best practices. The SM should always act in the best interests of the service, positioning as an escalation point and being accountable for ensuring smooth, consistent service delivery.
Main duties of the job
- Will have specific accountability for ensuring delivery of a portfolio of assigned services to agreed targets, with particular focus on the implementation and management of Service Level Agreements and Operational Level Agreements that govern performance metrics for those services.
- Be responsible for reporting of service performance metrics.
- Will be the key point of contact for both Digital, Data & Technology and wider Health Board consumers of assigned services and bridge the divide between technical teams and service consumers.
- Will have responsibility for implementing and managing Continual Service Improvement initiatives for your service(s) to ensure effective and efficient delivery in line with changing organisational needs.
- Within Digital, Data & Technology, will work cross functionally across an operational team (for live services) and project/programme teams (during implementations).
- Will be responsible for Service Transition and Acceptance activities throughout the project lifecycle, aligned to the Digital Programmes Project Management Framework and associated processes.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
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
- Educated to Degree level or equivalent demonstrable level of work experience and knowledge.
- ITIL v3/4 Foundation Certificate.
- Evidence of Continued Professional Development.
Desirable
- ITIL v3 Intermediate or v4 Specialist certification
- Prince II Foundation
Experience
Essential
- Significant experience in Service Management delivered within ITIL framework
- Experience of drafting and managing SLAs/OLAs
- Experience of Service Transition
- Broad technical awareness
Desirable
- Experience of Service Management within a Health Environment
- Business Relationship Management
- Experience of using defined Project Management Methodologies
Skills and Attributes
Essential
- Previous experience of working in Project Teams / Support teams
- Ability to document work done and for others to follow/implement whilst following common Change processes
- Excellent understanding of Service Management best practices and terminology
- Ability to deal with difficult, contentious situations
- Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self
Desirable
- Previous experience of the NHS
- Ability to speak Welsh
- Application of Technical Transformation within a healthcare environment
Other
Essential
- Must be able to travel within geographical area
- May be required to work hours flexibly on occasion
- You may be required to work as part of an on-call escalation
Person Specification
Qualifications and Knowledge
Essential
- Educated to Degree level or equivalent demonstrable level of work experience and knowledge.
- ITIL v3/4 Foundation Certificate.
- Evidence of Continued Professional Development.
Desirable
- ITIL v3 Intermediate or v4 Specialist certification
- Prince II Foundation
Experience
Essential
- Significant experience in Service Management delivered within ITIL framework
- Experience of drafting and managing SLAs/OLAs
- Experience of Service Transition
- Broad technical awareness
Desirable
- Experience of Service Management within a Health Environment
- Business Relationship Management
- Experience of using defined Project Management Methodologies
Skills and Attributes
Essential
- Previous experience of working in Project Teams / Support teams
- Ability to document work done and for others to follow/implement whilst following common Change processes
- Excellent understanding of Service Management best practices and terminology
- Ability to deal with difficult, contentious situations
- Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self
Desirable
- Previous experience of the NHS
- Ability to speak Welsh
- Application of Technical Transformation within a healthcare environment
Other
Essential
- Must be able to travel within geographical area
- May be required to work hours flexibly on occasion
- You may be required to work as part of an on-call escalation
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).
