Lead Performance Management Consultant

4 weeks ago

Cardiff, Cardiff, United Kingdom Digital Health and Care Wales Full time

Position Overview

This role is a fixed-term opportunity within our Primary Care Services Team. The successful candidate will oversee the daily operations of Performance Management processes. This position demands expert analysis and reporting on Primary Care Services, including the Electronic Prescription Service (EPS), ensuring that all service and contractual commitments are fulfilled.

This is a rewarding and demanding role suited for an individual with experience in ITIL Service Management, capable of implementing effective service enhancements. The ideal candidate will possess a solid understanding of Primary Care systems, their functionalities, and their objectives.

The selected individual will be highly driven, professional, and organized in their approach to service management. A proven history of delivering customer-centric services, preferably within the NHS or public sector, is essential.

Key Responsibilities

- Manage, maintain, and enhance performance management processes for a variety of services, including purchasing, contract management, and service level management for multiple Primary Care systems and services.

- Evaluate and report on the quality of IT Services by defining, agreeing upon, and monitoring Key Performance Indicators (KPIs), as well as conducting regular service reviews and management boards.

- Oversee the daily management of several Service Performance sub-processes across various organizations, including Incident, Problem, Security, Continuous Service Improvement, Change, and Release Management.

- Assist in the organization and auditing of Service Management Boards and Change Advisory Boards, making recommendations and/or taking corrective actions to ensure effective and compliant operations.

- Proficiency in Welsh is preferred for this role; applications are welcome from both Welsh and English speakers.

About Digital Health and Care Wales

Digital Health and Care Wales (DHCW) is an integral part of the NHS Wales family, playing a vital role in transforming the delivery of health and care services through technology and data. Our organization supports frontline staff with modern systems and essential patient information while empowering the people of Wales to manage their health through digital NHS Wales services.

Working with DHCW offers numerous employee benefits, including flexible working arrangements, a competitive salary, 28 days of annual leave plus Bank Holidays, and opportunities for professional development. We are dedicated to recognizing and celebrating our staff as the most valuable asset of our organization.

Join our innovative team and contribute to making a significant impact on health and care services in Wales.

Qualifications and Experience

Essential Qualifications

  • Degree in Business/IT or equivalent demonstrable experience.
  • Foundation Certificate in IT Service Management (ITIL).
  • Awareness of current healthcare themes in Wales.
  • Comprehensive understanding of the inter-relationships within complex IT infrastructure and service support requirements.
  • Knowledge of service management and continuous service improvement principles.

Desirable Qualifications

  • ILM Level 5.
  • Management knowledge of NHS Wales strategy.
  • Familiarity with NHS standards and legal requirements related to Information Governance and Security.
  • Understanding of Primary Care Clinical Systems.

Essential Experience

  • Experience in public sector service delivery across various organizations.
  • Staff management experience.
  • Service management experience.

Desirable Experience

  • Experience in healthcare, particularly within a shared/support services environment.

Skills and Attributes

Essential Skills

  • Structured approach to program management.
  • Strong verbal and written communication skills.
  • Ability to analyze complex IT issues and identify underlying solutions.
  • Excellent organizational skills with the ability to prioritize effectively.
  • Proactive and adaptable work approach.
  • Capability to present complex performance metrics in written reports using various software tools.
  • Exceptional interpersonal and diplomatic skills.
  • Proficient negotiation skills.

Desirable Skills

  • High-level service support skills.
  • Strong influencing abilities.
  • Technical skills for service configuration support.
  • Expertise in developing KPIs.
  • Welsh language skills are advantageous (level 1) in understanding, speaking, reading, and writing.
  • Interest in the relevant application of new technological advancements.
  • Flexibility to travel as needed and prioritize tasks effectively.

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