Job summary
Have you been looking for an opportunity to create and develop a role?
We are looking for a passionate and experienced Associate Director of Enterprise Service Management to join the operations directorate. The post holder will work collaboratively to implement the strategic vision. The Operations Directorate is responsible for all operational service delivery for DHCW in response to NHS Wales strategy and standards as set by Welsh Government and the NHS Wales Chief Digital Officer (CDO), and for implementing and delivering an ambitious and transformative digital strategy for the organisation.
The Associate Director of Enterprise Service Management reports to the Executive Director of Operations and is responsible for a portfolio that seeks to drive operational excellence across our suite of products and services, performance, and assurance of our technology estate, and to deliver health care services that are joined-up within DHCW and across government. Working in partnership with a range of stakeholders is essential to ensuring we understand, listen, and respond to needs. We work in collaboration with health boards and trusts, public bodies, Welsh Government, social care and community services, academia, industry, and the public. This role requires a proactive and passionate individual, able to work autonomously in a complex environment, and highly focused on achieving results.
Main duties of the job
Accountable for the overall quality and performance of service delivery to DHCW customers, stakeholders and staff
o Leading on service and experience level reporting, ensure that metrics shared with stakeholders reflect the value of digital services delivered by DHCW.
o Ensuring service management disciplines are implemented and embedded across the enterprise to a high standard, including but not limited to Major Incident, Change, Release and Configuration Management
o Ensure that all delivery complies with DHCW's commitment to user-centred service design, product, and agile delivery practices. Services must be developed to be accessible, secure, performant, scalable, sustainable, and planned to be continuously improved.
o Leading, inspiring, and managing a community of specialist service management professionals to assure quality delivery, build strong and effective relationships across the department and create alignment to the delivery strategy.
About us
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.
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.
Join our game changing, life-saving team and start making a real difference to health and care services in Wales.
Job description
Job responsibilities
There will be four key components to this role
Driving the provision ofexcellent operationalservice to DHCW staff,customers andstakeholders
Leading the DHCWEnterprise Service Managementpractice, supporting theproduct-centricoperating model andDevOps practice
Driving the adoption ofintegrated servicemanagement tooling,workflows andprocesses, with a focuson efficiency andautomation
Improving enterpriseservice delivery qualitywhile integrating andimproving thesuccessfulimplementation ofchanges across DHCW
This role will work closely with the AD of Digital Delivery to combine
Developing the Digital Service Management vision, strategy and roadmap (guided by IT strategy and architecture roadmaps) and in line with the Product Model Organisation transformation
Developing and embedding a culture and practice of transformational change; change management, continual improvement, and benefits realisation across DHCW
Developing and communicating a clear vision for the application of technology across the organisation and the key role it must play in delivering transformational change, improving service performance and patient safety
As a member of the Operations Directorate Senior Leadership Team, contribute to a continuous review of the services delivered by the Directorate and ensure that anticipated service benefits are tracked and realised and support the Boards Transformational Change Programmes
Person Specification
Qualifications and/or Knowledge
Essential
1. Educated to a minimum of master's degree level, or equivalent experience
2. Experience of best-in-class ITSM tooling and associated assessments.
3. Experience of enterprise-wide implementation of ITSM tooling solutions.
4. Experience of working with Technical Support departments (including DevOps) and understanding their services at scale
5. Excellent knowledge and practical experience of the ITIL Service Management framework
6. Experience of managing enterprise service management departments, with historical experience of specialising in practice management or execution
7. Highly developed specialist knowledge and experience of managing digital delivery portfolios, in a product-centric operating model, acquired over a significant period.
8. Ability to demonstrate the critical leadership behaviours, identified as essential to achieving success within NHS
9. Extensive proven experience of working within Service Management and Business Performance Management, evidenced by the creation, improvement, communication and management of best practice disciplines and practices
Desirable
10. Significant knowledge and understanding of the NHS, including the political, strategic and operational environment in which it operates.
11. Specialist training in areas such as: oRisk Management oPRINCE2 oMSP oTOGAF oITILv3 or ITILv4 Expert oCOBIT oSIAM
12. Lean Six Sigma Certification
Experience
Essential
13. Leading teams in programme, project and change environments, with strong stakeholder engagement and credibility as a senior leader working in major programmes.
14. Providing strategic leadership for a portfolio of large transformative ICT and digital programmes and projects. Creating frameworks for effective financial, commercial and risk management.
15. Significant relevant experience within IT operations environment including management of a significant Service with a high degree of complexity acquired through training and experience over extended period.
16. Demonstrable track record in delivering complex targets and objectives to tight deadlines.
17. Proven leadership skills in motivating and inspiring staff managed directly and indirectly to work together to achieve a common objective.
18. Signification knowledge and experience of financial planning
Skills and Attributes
Essential
19. Organisation and time management skills to manage and deliver a range of multiple tasks and projects to tight deadlines.
20. Ability to engage and influence and persuade a broad range of individuals and professional groups at all levels of seniority.
21. Proactive, creative and flexible approach to identifying and taking forward opportunities, shaping new ideas and partnerships.
22. Strategic thinking - ability to anticipate and resolve problems before they arise.
23. Be a recognisable advocate for agile ways of working and digital delivery, as well as continuous delivery and integration, and automation.
Desirable
24. Welsh Speaker (Level 1 - 5) or willingness to work towards