Associate Director of Enterprise Service Management
6 days ago
About the Role
We are seeking a highly experienced and skilled Associate Director of Enterprise Service Management to join our team at Digital Health and Care Wales. As a key member of our Operations Directorate, you will play a critical role in driving operational excellence across our suite of products and services, performance, and assurance of our technology estate.
Key Responsibilities
- Accountable for the overall quality and performance of service delivery to DHCW customers, stakeholders, and staff.
- Leading on service and experience level reporting, ensuring that metrics shared with stakeholders reflect the value of digital services delivered by DHCW.
- Ensuring service management disciplines are implemented and embedded across the enterprise to a high standard, including but not limited to Major Incident, Change, Release, and Configuration Management.
- Ensuring that all delivery complies with DHCW's commitment to user-centred service design, product, and agile delivery practices. Services must be developed to be accessible, secure, performant, scalable, sustainable, and planned to be continuously improved.
- Leading, inspiring, and managing a community of specialist service management professionals to assure quality delivery, build strong and effective relationships across the department, and create alignment to the delivery strategy.
About Us
Digital Health and Care Wales 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.
What We Offer
- A competitive salary and benefits package.
- Opportunities for career development and growth.
- A collaborative and dynamic work environment.
- The chance to make a real difference to health and care services in Wales.
Requirements
- Education to a minimum of master's degree level, or equivalent experience.
- Experience of best-in-class ITSM tooling and associated assessments.
- Experience of enterprise-wide implementation of ITSM tooling solutions.
- Experience of working with Technical Support departments (including DevOps) and understanding their services at scale.
- Excellent knowledge and practical experience of the ITIL Service Management framework.
- Experience of managing enterprise service management departments, with historical experience of specialising in practice management or execution.
- Highly developed specialist knowledge and experience of managing digital delivery portfolios, in a product-centric operating model, acquired over a significant period.
- Ability to demonstrate the critical leadership behaviours, identified as essential to achieving success within NHS.
- Extensive proven experience of working within Service Management and Business Performance Management, evidenced by the creation, improvement, communication, and management of best practice disciplines and practices.
Desirable Qualifications and Experience
- Significant knowledge and understanding of the NHS, including the political, strategic, and operational environment in which it operates.
- Specialist training in areas such as Risk Management, PRINCE2, MSP, TOGAF, ITILv3 or ITILv4 Expert, COBIT, SIAM.
- Lean Six Sigma Certification.
How to Apply
Please submit your application, including your CV and a covering letter, to [insert contact information].
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