Lead Performance Management Consultant

4 weeks ago

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

Job Overview

This is a fixed-term opportunity within our esteemed Primary Care Services Team.

We are thrilled to present a role that focuses on overseeing daily Performance Management operations. The selected candidate will be tasked with delivering expert analysis and comprehensive reporting on Primary Care Services, including the Electronic Prescription Service (EPS), ensuring adherence to service and contractual commitments.

This position is ideal for an individual with a solid background in ITIL Service Management, capable of implementing effective service enhancements. A thorough understanding of Primary Care systems, their functionalities, and objectives is essential.

The ideal candidate will exhibit high motivation, professionalism, and a systematic approach to service management. A proven history of providing customer-centric services, particularly within the NHS or public sector, is highly desirable.

Key Responsibilities

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

- Evaluate and report on the quality of IT Services by defining, agreeing upon, and monitoring Key Performance Indicators (KPIs), alongside conducting regular service reviews and Service Management Boards.

- Manage the daily operations of multiple Service Performance sub-processes across various organizations, including Incident, Problem, Security, Continuous Service Improvement, Change, and Release Management.

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

Proficiency in Welsh is advantageous for this role; applications from both Welsh and English speakers are welcomed.

About Digital Health and Care Wales

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

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

Join our innovative and impactful team to contribute to the advancement of health and care services in Wales.

Qualifications and Skills

Essential

  • Degree in Business/IT or equivalent experience.
  • Foundation Certificate in IT Service Management (ITIL).
  • Understanding of current healthcare trends in Wales.
  • Clear comprehension of the interconnections within complex IT infrastructures and service support needs.
  • Knowledge of service management principles and continuous service improvement.

Desirable

  • ILM Level 5 qualification.
  • Familiarity with NHS Wales strategy.
  • Understanding of NHS standards and legal requirements regarding Information Governance and Security.
  • Knowledge of Primary Care Clinical Systems.

Experience

Essential

  • Experience in public sector service delivery across various organizations.
  • Experience in staff management.
  • Background in service management.

Desirable

  • Experience in healthcare, preferably within a shared/support services context.

Skills and Attributes

Essential

  • Structured approach to program management.
  • Strong verbal and written communication skills.
  • Ability to analyze complex IT challenges to identify solutions.
  • Excellent organizational skills with the capability to prioritize effectively.
  • Proactive and adaptable work style.
  • Ability to convey complex performance metrics clearly in written reports using various software tools.
  • Strong interpersonal and diplomatic skills.
  • Good negotiation abilities.

Desirable

  • High-level service support skills.
  • Strong influencing capabilities.
  • Technical skills for service configuration support.
  • Proficiency in developing KPIs.
  • Welsh language skills are desirable (level 1) in understanding, speaking, reading, and writing.
  • Interest in the application of new technological advancements.
  • Must be willing to travel as needed and be flexible in task prioritization.
  • Ability to travel across various sites within Wales.

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