Job summary
We have a permanent vacancy for a Specialist (Transition & Service Level Management) working as part of the Service Management Team within Digital Health and Care Wales. The role provides IT Service Management skills, knowledge, and advice to allocated service teams, identifying, and implementing specific service management practices supporting new and existing services.
We are looking for a motivated individual who can 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 must have demonstrable experience of IT Service Management and the disciplines that make up the ITIL framework (with at least an ITIL Foundation qualification).
Main duties of the job
- Gaining agreement on IT Service requirements, service levels and procedures between users and suppliers of IT services across organisational boundaries
- Developing, managing, and continuously monitoring a multitude of complex Key Performance Indicators to monitor end-to-end IT service provision.
- Planning, negotiating, and agreeing the activities, resources and action plans with IT Service suppliers and users well in advance of new IT services 'going live', to ensure that all processes, IT systems and people are in place to allow the IT Service to be managed.
- Planning and arranging Service Management Boards, conducting major incident reviews, and undertaking service improvements.
- Contributing to the development and implementation of all ITIL aligned policies, processes, procedures, Service Schedules, and reporting across multiple organisations.
- Designing, developing, and producing regular client and IT Service side technical and business reporting and communication
- Production and implementation of Continuous Service Improvement Plans
- Representing the Service Management organisation in relevant forums and meetings.
- Providing appropriate work-based training and coaching to team members.
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
New Service Transition
- To be responsible for negotiating, developing, and managing IT Service requirements, agreements, plans and procedures for new IT Services.
- Planning, negotiating, and agreeing the activities, resources and action plans with IT Service suppliers and users well in advance of new IT services going live, to ensure that all processes, IT systems and people are in place to allow the IT Service to be managed.
Service Governance and Service Level Management
- Be the primary cross-organisational link between the owners, users and suppliers of specified national IT Services.
- Plan and arrange Service Management Boards including their risks, issues and action plans, ensuring that outstanding items are prioritised, monitored and progressed to conclusion within agreed time scales.
- To manage, evaluate and report on the quality of these IT Services through defining, agreeing, and monitoring Key Performance Indicators (KPIs).
- Contributing to the development and implementation of Service Schedules, policies, processes, procedures and reporting across multiple organisations for IT Services.
- Responsible for developing and implementing Continuous Service Improvement Plans for IT Services.
Additional Responsibilities
- The post holder will be responsible for providing appropriate work-based training and coaching to team members.
Job description
Job responsibilities
New Service Transition
- To be responsible for negotiating, developing, and managing IT Service requirements, agreements, plans and procedures for new IT Services.
- Planning, negotiating, and agreeing the activities, resources and action plans with IT Service suppliers and users well in advance of new IT services going live, to ensure that all processes, IT systems and people are in place to allow the IT Service to be managed.
Service Governance and Service Level Management
- Be the primary cross-organisational link between the owners, users and suppliers of specified national IT Services.
- Plan and arrange Service Management Boards including their risks, issues and action plans, ensuring that outstanding items are prioritised, monitored and progressed to conclusion within agreed time scales.
- To manage, evaluate and report on the quality of these IT Services through defining, agreeing, and monitoring Key Performance Indicators (KPIs).
- Contributing to the development and implementation of Service Schedules, policies, processes, procedures and reporting across multiple organisations for IT Services.
- Responsible for developing and implementing Continuous Service Improvement Plans for IT Services.
Additional Responsibilities
- The post holder will be responsible for providing appropriate work-based training and coaching to team members.
Person Specification
Qualifications and/or Knowledge.
Essential
- Business/IT Degree or demonstrable equivalent experience
- ISEB/EXIN Foundation Certificate in IT Service Management (ITIL)
- Knowledge of current themes in Healthcare in Wales
- Clear understanding of interrelationships between aspects of complex IT infrastructure and service support requirements
- Knowledge and understanding of the role of service management and continuing service improvement
Desirable
- PRINCE2 Foundation or demonstrable equivalent experience
- Knowledge and understanding of the role of the Business Services Centre and client organisations
- Knowledge of NHS Wales I.T. strategy
- Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
Experience
Essential
- Experience in public sector service delivery to different organisations
- Project management experience
Desirable
- Experience in Healthcare, preferably in a shared/support services organisation
Aptitude and Abilities
Essential
- Strong verbal and written communications skills
- Able to clearly convey complex concepts within written reports
Desirable
Person Specification
Qualifications and/or Knowledge.
Essential
- Business/IT Degree or demonstrable equivalent experience
- ISEB/EXIN Foundation Certificate in IT Service Management (ITIL)
- Knowledge of current themes in Healthcare in Wales
- Clear understanding of interrelationships between aspects of complex IT infrastructure and service support requirements
- Knowledge and understanding of the role of service management and continuing service improvement
Desirable
- PRINCE2 Foundation or demonstrable equivalent experience
- Knowledge and understanding of the role of the Business Services Centre and client organisations
- Knowledge of NHS Wales I.T. strategy
- Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
Experience
Essential
- Experience in public sector service delivery to different organisations
- Project management experience
Desirable
- Experience in Healthcare, preferably in a shared/support services organisation
Aptitude and Abilities
Essential
- Strong verbal and written communications skills
- Able to clearly convey complex concepts within written reports
Desirable
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).
