Detailed job description and main responsibilities

Welsh Skills Desirable: This post is advertised as Welsh Desirable. This doesn’t mean essential; whilst the candidate doesn't need to have skills in Welsh, we'll consider it an advantage when short-listing and selecting candidates. This isn’t ‘fluency’, just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health. For more information, see ‘Welsh Language Guidance’ in the documents right at the bottom.

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

The post holder will support the delivery of End User Computing services within the team.  This will involve all elements of EUC  service delivery.

The post holder will be expected to provide specialist advice across the range of Digital  services, and where applicable, work within formal or informal projects to coordinate and complete technical tasks.

Where the post holder has specialised skills and experience, they will be required to inform the strategic planning and roadmap development activities.

Principal Responsibilities

The post holder will :

Be the operational support lead for Digital for End User Services and wider associated teams.
Stakeholder management – liaising with senior care group operational leaders, and DGH Hospital General Managers.
Deliver and support adoption of Digital improvements.
Supervise and manage the performance of the Service Desk, Desktop Support and Rollout teams, fostering a culture of excellence, collaboration, and innovation.
Ensure timely and effective resolution of IT incidents, service requests, and escalations, maintaining high customer satisfaction levels.
Monitor and manage service-level agreements (SLAs) to ensure the teams meet or exceed performance metrics.
Implement and refine processes to enhance the efficiency and quality of service delivery.
Develop and execute strategies for the continuous improvement of service desk, desktop support and rollout operations.
Leverage data and analytics to identify trends, root causes, and areas for improvement in Digital support services.
Collaborate with other Digital functions and business units to align support activities with organisational goals and priorities.
Evaluate, implement, and optimize tools and technologies used by the Service Desk and Desktop Support teams to enhance productivity and service quality.
Stay current with industry trends and emerging technologies to recommend and implement innovative solutions.
Ensure compliance with organisational policies, security standards, and regulatory requirements.
Prepare and present detailed reports on team performance, incident trends, and key performance indicators (KPIs) to stakeholders.
Identifies and utilises automation capabilities across the environment and establishes process and procedures that promote efficiency, solving day-to-day user problems.
Lead and support on incident investigation and problem resolutions to protect availability targets.
Supports the Head of End User Services in the design and delivery of technology strategy in the End User Services space.
Ability to influence strategy for policy, technical decisions, business change initiatives and organisational objectives.
Ability to analyse complex problems and concepts, reaching sound decisions based on all available information.
Working closely with senior leaders and a broad range of stakeholders within a complex environment, building credibility and utilising communication and influencing skills to establish effective relationships and set clear strategic direction.
Operates as an SME within own field of expertise, driving decisions, choices, pursuing innovation and contributes to group level discussion, effectively balancing short-term impact with long-term transformation.
Drives the use of cloud technologies including making those technologies easy for others to consume.
Inspires and embeds an Agile and DevOps mind set across operational support and wider IT.
Mentors, coaches, and manages team to develop current and future team capabilities and ensure performance in delivering the most impactful features to both internal and external users of the CTMUHB.
Inspire the teams to keep an open mind and explore innovative ways to solve problems, facilitating the team’s work and removing blockers when they occur.
Management of standards, policy, processes and best practice in collaboration with other teams and design authorities and sharing/publicising this knowledge.
Representing CTMUHB at both local and national service management boards.
Ability to identify and rationalise interdependencies between multiple issues in complex delivery environments.
Option appraisal for software, making recommendations on best product to procure.
Makes judgements on multi-stranded or complex Digital End User Service problems which may have no precedent or where there are conflicting opinions. 
Be an expert in the field of End User Technologies.
Provide and receive highly complex information to large groups.
Negotiates priorities on End User Service Digital developments with non-Digital managers.
Plan and organise broad range of complex activities which may have impact across the whole organisation.