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Associate Director of Enterprise Service Management

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Job Description

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.

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

* Leading on service and experience level reporting, ensure that metrics shared with stakeholders reflect the value of digital services delivered by DHCW.

* 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

* 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.

* 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.

There will be four key components to this role:

* Driving the provision of excellent operational service to DHCW staff, customers and stakeholders

* Leading the DHCW Enterprise Service Management practice, supporting the product-centric operating model and DevOps practice​

* Driving the adoption of integrated service management tooling, workflows and processes, with a focus on efficiency and automation​

* Improving enterprise service delivery quality while integrating and improving the successful implementation of changes 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 Board’s Transformational Change Programmes.

Applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English


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Cardiff Location
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