Digital Service Manager inCwmbrân inCwmbrân PUBLISHED FRI 31 JAN 2025

We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process

Job Overview

The purpose of the Service Manager is to ensure the quality, effectiveness and efficiency of service delivery within the portfolio; this is achieved through monitoring performance and leveraging best practices. The SM should always act in the best interests of the service, positioning as an escalation point and being accountable for ensuring smooth, consistent service delivery.

Main duties of the job

• Will have specific accountability for ensuring delivery of a portfolio of assigned services to agreed targets, with particular focus on the implementation and management of Service Level Agreements and Operational Level Agreements that govern performance metrics for those services.
• Be responsible for reporting of service performance metrics.
• Will be the key point of contact for both Digital, Data & Technology and wider Health Board consumers of assigned services and bridge the divide between technical teams and service consumers.
• Will have responsibility for implementing and managing Continual Service Improvement initiatives for your service(s) to ensure effective and efficient delivery in line with changing organisational needs.
• Within Digital, Data & Technology, will work cross functionally across an operational team (for live services) and project/programme teams (during implementations).
• Will be responsible for Service Transition and Acceptance activities throughout the project lifecycle, aligned to the Digital Programmes Project Management Framework and associated processes.
  
  

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

Working for our organisation

Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Qualifications And Knowledge

Essential criteria

• Educated to Degree level or equivalent demonstrable level of work experience and knowledge.
• ITIL v3/4 Foundation Certificate.
• Evidence of Continued Professional Development.
  
  

Desirable criteria

• ITIL v3 Intermediate or v4 Specialist certification
• Prince II Foundation
  
  

Experience

Essential criteria

• Significant experience in Service Management delivered within ITIL framework
• Experience of drafting and managing SLAs/OLAs
• Experience of Service Transition
• Broad technical awareness
  
  

Desirable criteria

• Experience of Service Management within a Health Environment
• Business Relationship Management
• Experience of using defined Project Management Methodologies
  
  

Skills and Attributes

Essential criteria

• Previous experience of working in Project Teams / Support teams
• Ability to document work done and for others to follow/implement whilst following common Change processes
• Excellent understanding of Service Management best practices and terminology
• Ability to deal with difficult, contentious situations
• Enthusiastic, self-motivated, looks for opportunities to improve services, staff and self
  
  

Desirable criteria

• Previous experience of the NHS
• Ability to speak Welsh
• Application of Technical Transformation within a healthcare environment
  
  

Other

Essential criteria

• Must be able to travel within geographical area
• May be required to work hours flexibly on occasion
• You may be required to work as part of an on-call escalation