Service Management Specialist

Digital Health and Care Wales

Information:

This job is now closed

Job summary

This post is fixed term/secondment for up to 11 months to meet the needs of the service needs.

If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

We have a Fixed Term vacancy for a Service Management Specialist 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 NHS Wales Programmes on behalf of DHCW. It also includes the implementation of Service Management processes across multiple organisations and internal/external IT service suppliers.

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

  • Develop and gain agreement on IT Service requirements, service levels and procedures between users and suppliers of IT services across organisational boundaries.
  • Develop, manage, and continuously monitor a multitude of complex Key Performance Indicators to monitor end-to-end IT service provision.
  • Develop, provision, and manage a range of Service Management transition plans, procedures, governance, and group working practices to underpin the support and delivery of NHS Wales National IT Services.
  • Contribute to the development and implementation of all ITIL aligned policies, processes, procedures, and report across multiple organisations.
  • Develop and implement Continuous Service Improvement Plans for operational IT services.
  • Represent the Service Management organisation in relevant forums and meetings.
  • Assist in the auditing of Service Management arrangements in line with ISO 20000, and where necessary make recommendations and/or take remedial action to ensure that they are running effectively and within scope.
  • Conduct regular Service and Major Incident reviews.

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.

Date posted

14 May 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,922 to £43,257 a year per annum

Contract

Fixed term

Duration

11 months

Working pattern

Full-time, Flexible working

Reference number

025-AC063-0424-A

Job locations

Hybrid working

Location to be confirmed at interview

CF11 9AD


Job description

Job responsibilities

  • Service Transition

    • Assist in the scoping, planning and deployment of complex Service Management arrangements of new IT Services from inception to full live service.
    • Assist in the decommissioning of IT Services from the catalogue.
    • Plan and agree the activities, resources, and action plans well in advance of a new IT service implementation, 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

    • Develop, and manage IT Service requirements, agreements, plans, and procedures for specific 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 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

  • Service Transition

    • Assist in the scoping, planning and deployment of complex Service Management arrangements of new IT Services from inception to full live service.
    • Assist in the decommissioning of IT Services from the catalogue.
    • Plan and agree the activities, resources, and action plans well in advance of a new IT service implementation, 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

    • Develop, and manage IT Service requirements, agreements, plans, and procedures for specific 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 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
  • Foundation Certificate in IT Service Management (ITIL)
  • Knowledge and understanding of the role of service management
  • Knowledge and understanding of continual service improvements

Desirable

  • PRINCE2 Foundation or demonstrable equivalent experience
  • Knowledge and understanding of the role of DHCW and client organisations
  • Knowledge of NHS Wales IT strategy
  • Knowledge of current themes in Healthcare in Wales

Experience

Essential

  • Experience in public sector service delivery in different organisations
  • Service management experience

Desirable

  • Experience in Healthcare, preferably in a shared/support organisation

Skills and Attributes

Essential

  • Structured approach to working
  • Strong verbal and communication skills
  • Problem solving skills

Desirable

  • Strong influencing skills
  • Skilled in the development of KPIs
  • Interest in relevant application of new technological developments
Person Specification

Qualifications and/or Knowledge

Essential

  • Business/IT Degree or demonstrable equivalent experience
  • Foundation Certificate in IT Service Management (ITIL)
  • Knowledge and understanding of the role of service management
  • Knowledge and understanding of continual service improvements

Desirable

  • PRINCE2 Foundation or demonstrable equivalent experience
  • Knowledge and understanding of the role of DHCW and client organisations
  • Knowledge of NHS Wales IT strategy
  • Knowledge of current themes in Healthcare in Wales

Experience

Essential

  • Experience in public sector service delivery in different organisations
  • Service management experience

Desirable

  • Experience in Healthcare, preferably in a shared/support organisation

Skills and Attributes

Essential

  • Structured approach to working
  • Strong verbal and communication skills
  • Problem solving skills

Desirable

  • Strong influencing skills
  • Skilled in the development of KPIs
  • Interest in relevant application of new technological developments

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Digital Health and Care Wales

Address

Hybrid working

Location to be confirmed at interview

CF11 9AD


Employer's website

https://nwis.nhs.wales/ (Opens in a new tab)

Employer details

Employer name

Digital Health and Care Wales

Address

Hybrid working

Location to be confirmed at interview

CF11 9AD


Employer's website

https://nwis.nhs.wales/ (Opens in a new tab)

For questions about the job, contact:

Principal Specialist (Service Level Management)

Matthew Dawe

matthew.dawe@wales.nhs.uk

Date posted

14 May 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,922 to £43,257 a year per annum

Contract

Fixed term

Duration

11 months

Working pattern

Full-time, Flexible working

Reference number

025-AC063-0424-A

Job locations

Hybrid working

Location to be confirmed at interview

CF11 9AD


Supporting documents

Privacy notice

Digital Health and Care Wales's privacy notice (opens in a new tab)