Service Fulfilment Lead

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.

Main duties of the job

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.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

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.