Job summary
- Main area
- IT
- Grade
- Band 7
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 025-AC331-1225
- Employer
- Digital Health and Care Wales
- Employer type
- NHS
- Site
- Hybrid working
- Town
- Location to be confirmed at interview
- Salary
- £48,527 - £55,532 per annum
- Salary period
- Yearly
- Closing
- 08/01/2026 23:59
Employer heading
IT Process Lead
Band 7
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
We have an exciting opportunity to join our Service Management Office within the Primary, Community and Mental Health Directorate at Digital Health and Care Wales (DHCW).
The post holder will focus on managing and improving IT Service Management processes to ensure service availability, performance, and maturity across multiple platforms.
The role involves leading a team, acting as an escalation point for complex issues, and driving continuous improvement initiatives aligned with business objectives.
This is a challenging and rewarding post for someone with ITIL Service Management experience and experience of team management and workplan management.
What we are looking for:
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Subject matter expertise in ITIL Service Management.
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Excellent communication and influencing skills.
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Someone who can take initiative and work proactively to find solutions to problems.
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Someone skilled in maintaining relationships with a broad range of internal and external stakeholders.
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Significant experience in a similar role, would be advantageous.
Main duties of the job
You will lead and manage a diverse team, fostering an inclusive and high-performing culture, and support professional development through coaching and mentoring.
The role involves designing, implementing, and governing IT Service Management processes to ensure alignment with business objectives, managing SLAs and OLAs, and overseeing service continuity processes. This will require planning and organising complex tasks, whilst driving continuous improvement.
Responsibilities also include monitoring service performance against KPIs, leveraging data analytics to enhance service performance, producing dashboards and reports, identifying risks and opportunities for improvement, and managing stakeholder relationships through effective communication and negotiation.
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
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac
Person specification
Qualifications and Knowledge
Essential criteria
- A Master’s degree in an associated professional field (or equivalent qualification / experience).
- Further evidence of relevant higher-level education and/or training.
- Knowledge gained through practical experience of working at this level, across the range of work procedures and practices.
- Evidence of continuous professional development.
Desirable criteria
- Professional membership, such as Chartered IT Professional (CITP).
- FEDIP Senior Practitioner, or equivalent recognised advanced level professional qualification.
- Theoretical and specialist knowledge gained via certification, as relevant to your specialism, such as: o ITIL3 / ITIL4 Certifications o Leadership and Management qualification or training
- Knowledge of the NHS, other healthcare systems, or the health sector, including regional or national variations.
Experience
Essential criteria
- Experience in an IT process management, IT service delivery, or business process improvement role within a large complex (digital) organisation.
- Experience of successfully leading process improvement projects to improve efficiency and service delivery, using methodologies such as Lean, SixSigma, or Agile.
- Proficiency in the application of relevant industry standards, best practices, frameworks, and certifications to ensure quality, compliance, and continuous improvement in digital service delivery.
- Familiarity with the identification, assessment, and mitigation of risks to digital services through robust business continuity and disaster recovery planning, aligned with diverse and critical services.
- Familiarity with the planning and management of non-project activities using structured approaches that support effective use of time and resources.
- Proficiency in the structure and function of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and associated service contracts in supporting service delivery.
- Familiarity with the facilitation of inclusive and productive meetings, ensuring all participants can contribute and that decisions are clearly recorded.
- Proficiency in communicating effectively through accessible presentations, tailored to the audience and the communication environment (face-to-face or online).
- Familiarity with using coaching approaches that balance guidance and autonomy, supporting diverse learning styles and professional development needs.
Desirable criteria
- Experience of identifying, evaluating and implementing innovative IT Service Management solutions, including AI-based improvements.
- Experience in creating and implementing User-Centred service improvement plans.
- Understanding of Agile methodologies and solutions within service management.
Skills and Attributes
Essential criteria
- Decision-making skills to make timely, informed decisions by balancing priorities, assessing risks, and considering long-term impact, seeking input from others to ensure fair and inclusive outcomes.
- Interacting with people skills to build respectful, trusting relationships across backgrounds and disciplines, demonstrating clear, effective and compassionate communication, using inclusive dialogue.
- Influence, persuasion and personal impact skills to effectively engage stakeholders with confidence, professionalism, and empathy, positively influencing and guiding others toward collaborative action and mutual trust.
- Teamwork skills to collaborate openly with others to achieve shared outcomes, valuing diverse perspectives and fostering a sense of belonging and contribution.
- Leadership skills to inspire and support others by providing clear direction, setting shared goals, and fostering a compassionate, inclusive, and high-performing culture.
- Providing direction skills to communicate expectations clearly and set achievable deadlines, offering ongoing support to ensure others can deliver effectively.
- Delegation skills to share tasks and responsibilities appropriately to empower others and build collective ownership, defining clear expectations and providing support to ensure success.
- Follow-up and monitoring skills to track progress, identify issues, and address them collaboratively, communicating updates clearly and escalating concerns when needed.
Desirable criteria
- Welsh language skills are desirable at level 1 or above in understanding, speaking, reading and writing in Welsh.
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Gavin Allan
- Job title
- IT Process Owner
- Email address
- [email protected]
- Additional information
Ed Brown
IT Service Management Owner
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