Job summary
To manage, implement and maintain standardised ways of working across multiple organisational boundaries by applying the principles of the IT Infrastructure Library (ITIL) framework approach to IT Service Management through the design, development and oversight of national policies, processes, conventions and tools and a mechanism of continuous service improvement.
To be accountable for the overall performance monitoring, evaluation, and review of national IT Service support and delivery through managing Key Performance Indicators (KPIs) and Continuous Service Improvement plans.
To be accountable for ensuring that the design and delivery of Service Management arrangements for national IT Services from inception through transition to full live service is fit for purpose according to established NHS Wales policies and processes.
To work across DHCW Service Management Teams, and all DHCW teams in discharging their roles with respect to the Service Catalogue.
To deputise for the Head of IT Service Management as required.
Main duties of the job
Direct, motivate and mentor a team of Service Level Managers and Service Transition Managers, ensuring efficient service delivery to support NHS Wales.
Develop service management policies and processes to support delivery and operation of NHS Wales IT Services.
Collaborate with cross-functional teams and establish strong relationships with stakeholders that support delivery of IT Services, to resolve service issues and improve processes.
Conduct performance appraisals for staff and support professional growth.
Stay updated with industry trends and best 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
Providing direction, advice and expertise relating to Service Management quality, policies, procedures and standards.
Develop, implement and monitor processes to support quality Service Management, ensuring the organsiation retains ISO 20000 certification.
Develop and enact plans for external auditing of the Service Management System and associated policies and processes.
Monitor and set service transition assurance requirements for IT projects being delivered to support DHCW and NHS Wales Digital Strategy.
Develop Service Management functionality throughout national IT Service support and delivery by instigating ITIL-compliant processes, procedures, reporting mechanisms and IT Service improvement strategies.
Directing, motivating and mentoring the Service Management team members while emphasising a benefit-based focus on product delivery and outcomes.
Recruit and train Service Management staff in order to deliver the Service Management commitments of the organisation.
Staff appraisal and development, ensuring that appropriate training programs for the Service Management team are in place to attract, retain and develop key personnel.
Undertake regular auditing of the Service Management function and of the Service Management boards and Change Advisory Boards to ensure that they are running effectively and efficiently, whilst aligning with ISO 20000 certification.
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
Providing direction, advice and expertise relating to Service Management quality, policies, procedures and standards.
Develop, implement and monitor processes to support quality Service Management, ensuring the organsiation retains ISO 20000 certification.
Develop and enact plans for external auditing of the Service Management System and associated policies and processes.
Monitor and set service transition assurance requirements for IT projects being delivered to support DHCW and NHS Wales Digital Strategy.
Develop Service Management functionality throughout national IT Service support and delivery by instigating ITIL-compliant processes, procedures, reporting mechanisms and IT Service improvement strategies.
Directing, motivating and mentoring the Service Management team members while emphasising a benefit-based focus on product delivery and outcomes.
Recruit and train Service Management staff in order to deliver the Service Management commitments of the organisation.
Staff appraisal and development, ensuring that appropriate training programs for the Service Management team are in place to attract, retain and develop key personnel.
Undertake regular auditing of the Service Management function and of the Service Management boards and Change Advisory Boards to ensure that they are running effectively and efficiently, whilst aligning with ISO 20000 certification.
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/or Knowledge
Essential
- Business/IT Degree or demonstrable equivalent experience
- Business/Management Post Graduate qualification or demonstrable equivalent experience
- ITIL Managing Across the Life Cycle Certificate or equivalent experience
- In-depth Knowledge of NHS Wales organisations & ITIL strategy
- Clear understanding of interrelationships between aspects of complex IT infrastructure and service support requirements
- Knowledge of Service Improvement methodology and initiatives
- In-depth knowledge of IT systems, processes and configurations
Desirable
- PRINCE2 foundation / Practitioner or demonstrable equivalent experience
- ITIL Expert Certificate in IT Service Management
- Knowledge and understanding of the role of DHCW
- Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
Experience
Essential
- Significant experience of managing IT Services for multiple organisations
- Significant experience of Change Management in NHS Wales
- Significant specialist experience of implementing ITIL practices in the Public Sector
- Experience of managing projects/programmes
- Significant experience of managing specialist teams
Desirable
- Experience of IT Service Management on an NHS Wales National level
Aptitude and Abilities
Essential
- Ability to analyse complex IT issues to identify solutions to underlying problems
- Able to clearly convey complex concepts verbally and in writing
- Excellent interpersonal and diplomatic skills
- Excellent negotiation and mediation skills
- Strong influencing skills
- Skilled in configuring IT Services
- Technical and business focused analytical IT skills
- Strong strategic planning ability
Desirable
- In-depth technical skills to support ITIL processes
- Skilled in the development of KPIs
- Programme Planning
- Ability to speak Welsh
- Have an interest in developing technologies
Person Specification
Qualifications and/or Knowledge
Essential
- Business/IT Degree or demonstrable equivalent experience
- Business/Management Post Graduate qualification or demonstrable equivalent experience
- ITIL Managing Across the Life Cycle Certificate or equivalent experience
- In-depth Knowledge of NHS Wales organisations & ITIL strategy
- Clear understanding of interrelationships between aspects of complex IT infrastructure and service support requirements
- Knowledge of Service Improvement methodology and initiatives
- In-depth knowledge of IT systems, processes and configurations
Desirable
- PRINCE2 foundation / Practitioner or demonstrable equivalent experience
- ITIL Expert Certificate in IT Service Management
- Knowledge and understanding of the role of DHCW
- Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
Experience
Essential
- Significant experience of managing IT Services for multiple organisations
- Significant experience of Change Management in NHS Wales
- Significant specialist experience of implementing ITIL practices in the Public Sector
- Experience of managing projects/programmes
- Significant experience of managing specialist teams
Desirable
- Experience of IT Service Management on an NHS Wales National level
Aptitude and Abilities
Essential
- Ability to analyse complex IT issues to identify solutions to underlying problems
- Able to clearly convey complex concepts verbally and in writing
- Excellent interpersonal and diplomatic skills
- Excellent negotiation and mediation skills
- Strong influencing skills
- Skilled in configuring IT Services
- Technical and business focused analytical IT skills
- Strong strategic planning ability
Desirable
- In-depth technical skills to support ITIL processes
- Skilled in the development of KPIs
- Programme Planning
- Ability to speak Welsh
- Have an interest in developing technologies
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).
