Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services. DHCW offers opportunities for career growth and professional development. We will work with you and help you develop your career. We offer opportunities to pursue further academic qualifications, up to PhD level. Our benefits include: Automatic membership of the NHS pension scheme (at 23.7% employer contribution) 28 days paid leave plus bank holidays. Blue Light Card membership – access to NHS discounts including high street, gyms, restaurants, insurance, cars, holidays etc. Flexible working, including options to work from home. Employee Assistance Programme – confidential information and counselling support service available 24/7. Cycle 2 Work scheme. Car lease and home electronics salary sacrifice scheme As a Service Fulfilment Lead, you will: Manage teams for first and second-line technical support, acting as the service desk process owner for incident management, request fulfilment, service catalogue, service level reporting, governance, and knowledge management. Enable automation and self-service solutions, ensuring compliance with industry standards. Understand change and risk management principles, ensuring accessibility, security, efficiency, scalability, and agile delivery. Provide technical guidance for ICT services, supporting emerging needs and advising project teams. Manage service desk SLAs, ensuring high performance and service accessibility. Management, Leadership, and Training Set a professional standard, championing service culture and aligning with organisational goals. Line-manage staff, assigning tasks based on skill and team capabilities; deputise when needed. Mentor staff, guiding career paths, appraising performance, and facilitating development discussions. Organise training, recruitment, and handle employee relations matters. Lead teams through challenging transformation projects, fostering strong working relationships and skill diversity. Regularly provide feedback to staff, empowering improvement in service delivery. Planning and Design Develop and execute a strategic service provision roadmap aligned with organisational objectives. Apply strategic insights to balance user satisfaction with business objectives effectively. Improvement and Monitoring Maintain an updated, accessible service catalogue, ensuring comprehensive customer service functions. Engage with customers for qualitative service assessments, initiating improvements where needed. Proactively address complex operational issues, identifying and resolving potential challenges. Coordinate team problem-solving, implementing solutions and preventive measures. Analyse and optimise processes, identifying automation opportunities to streamline services. Incorporate 'lessons learnt' from feedback into continuous service improvements. Regularly evaluate emerging technologies, attend industry events, and stay updated on best practices. Define service channels, SLAs, and performance standards, conducting regular reviews for quality. To be successfull in the roleyou will need: Further evidence of relevant higher-level education and/or training. Practical experience, working at this level, across the range of work procedures and practices. Evidence of continuous professional development. Theoretical and specialist knowledge gained via relevant certification such as: o Service Desk Manager certification (Service Desk Institute). o ITIL 4 Specialist Drive Stakeholder Value (Managing Professional Module) o ITIL 4 Strategist Direct, Plan and Improve (Managing Professional / Strategic Leader Module) o ITIL 3 Lifecycle Module Service Operation (Intermediate) o ITIL 3 Capability Module Operational Support and Analysis (Intermediate) o Project Management Qualification. o Management and Leadership Qualification. Expert technical knowledge and broad experience of delivering high quality service desk management and on-premises platforms and solutions, of Enterprise or National scale, across diverse teams and in complex environments. Highly developed specialist knowledge and experience of managing major service desk management and infrastructure transformation programmes, acquired over a significant period. Proficient in system software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Proficient in applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain. Proficient in incident management tools, including interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends and use of known error logs/ databases. GDAD: Head of Service Desk 5 Proficient in the effective and efficient routine deployment of resources, (but also including reassessment and reallocation in a dynamic multi-project environment), to achieve optimum results. Proficient in methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans. Significant knowledge and understanding of the NHS, including the political, strategic and operational environment in which it operates. The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply