IT Process Lead

We have an exciting opportunity to join our Service Management Office withinthe

Primary, Community and Mental Health Directorate at Digital Health and Care Wales (DHCW).

The post holder willfocus 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 workplanmanagement.

What we are looking for:

Excellent communication and influencing skills.

Someone who can take initiative and work proactively to find solutions to problems.

Someoneskilled inmaintainingrelationships with a broad range of internal and external stakeholders.

Significant experience in a similar role, would be advantageous.

You willlead and managea 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,whilstdriving continuous improvement.

Responsibilitiesalsoinclude 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.

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.

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

• 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.
• 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 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, Six Sigma, 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…