Service Management Specialist

5 months ago


Glamorgan, United Kingdom Digital Health and Care Wales Full time

We have a permanent 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 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.

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, 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.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

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.

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 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.



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