Job summary
- Main area
- IT
- Grade
- NHS AfC: Band 8a
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 025-AC322-1225
- Employer
- Digital Health and Care Wales
- Employer type
- NHS
- Site
- Hybrid working
- Town
- Location to be confirmed at interview
- Salary
- £56,514 - £63,623 per annum
- Salary period
- Yearly
- Closing
- 04/01/2026 23:59
Employer heading
IT Service Manager - INTERNAL TO NHS WALES
NHS AfC: Band 8a
Digital Health and Care Wales is an ambitious organisation created by Welsh Government to lead on the digital transformation of health and care. It builds on the digital architecture and national services put in place by the NHS Wales Informatics Service over the past decade.
The organisation will lead on large-scale developments that make a significant difference to the people of Wales as well as to health and care professionals, such as expansion of the digital patient record and the creation of a National Data Resource. It will improve the way data is collected, shared and used. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY NHS WALES.
DHCW is seeking an experienced and proactive IT Service Manager to join our modern Digital Workplace team, driving innovation and service improvements that deliver exceptional end-user experiences.
Our Digital Workplace team supports approximately 17,000 users across 500+ locations in Wales, providing enterprise-level end-user computing services. We are looking for an enthusiastic and motivated individual to lead service management, champion continual improvement, and shape the future of our digital workplace.
The successful candidate will have:
-
Proven experience implementing service management processes at an enterprise scale.
-
Strong background in managing services delivered via third-party suppliers.
-
Excellent communication and stakeholder engagement skills.
-
Proven experience of the successful delivery of service improvements initiatives.
-
Ability to travel across Wales to support our geographically dispersed customer base.
Main duties of the job
The postholders main duties include:
-
Lead on service development and improvement of end-user computing services, ensuring service levels and customer satisfaction targets are consistently met.
-
Act as the primary liaison between customer organisations and internal teams, representing the voice of the customer and managing stakeholder relationships.
-
Drive a programme of continual service improvement, identifying opportunities to enhance service quality, efficiency, and user experience.
-
Translate business needs into technical requirements, working with internal teams and third-party suppliers to deliver effective solutions.
-
Manage supplier performance and contractual obligations, ensuring third-party services align with agreed standards and deliverables.
Working for our organisation
Digital Health and Care Wales (DHCW) is an expert national body and part of NHS Wales. We work in partnership with NHS Wales colleagues and other key stakeholders to provide national digital and data services which support the delivery of health and social care in Wales. Modern health and care services depend on good digital tools, data and information. DHCW runs or works with more than 100 services and delivers major national digital transformation programmes to support this. In addition, DHCW provides expert advice in relation to cyber security and information governance. We give frontline staff the digital tools which help them provide safer and more efficient care. We are also giving patients and the public digital tools to better manage their own health and wellbeing, empowering people to live healthier lives. We put people at the heart of what we do, working to the highest standards to deliver quality and make digital a force for good in health and care.
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.
Detailed job description and main responsibilities
The postholder is responsible for leading the development and continuous improvement of end-user computing services, ensuring service levels and customer satisfaction targets are consistently achieved. Acting as the primary liaison for stakeholder organisations, the postholder will represent the voice of the customer and maintain strong, collaborative relationships. They will drive a programme of continual service improvement, identifying and implementing opportunities to enhance service quality, efficiency, and user experience. The role includes translating business requirements into technical deliverables, working closely with internal teams and managing third-party suppliers to ensure effective, compliant service delivery. Additionally, the postholder will oversee supplier performance and contractual obligations, ensuring all services meet agreed standards and deliverables.
Person specification
Qualifications
Essential criteria
- Practical experience, working at this level, across the range of work procedures and practices.
Desirable criteria
- Theoretical and specialist knowledge, gained with the following certifications (or equivalent): ITIL foundation
Experience
Essential criteria
- Proficient in the IT environment relating to own sphere of work (within own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations.
Skills and Attributes
Essential criteria
- Commercial Orientation skills to understand commercial considerations and ensuring alignment with them when making decisions or recommending actions.
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Ian Cox
- Job title
- Head of Digital Workplace
- Email address
- [email protected]
List jobs with Digital Health and Care Wales in Administrative Services or all sectors