Service Fulfilment Lead

Job summary 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.
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.
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 You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification Qualifications and/or Knowledge Essential 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.
Desirable 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.
Experience Essential 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.
Desirable Significant knowledge and understanding of the NHS, including the political, strategic and operational environment in which it operates.
Skills and Attributes Essential Leadership skills to clearly articulating goals and objectives and motivating and leading others towards their achievement.
Providing direction skills to direct others to undertake specified tasks within a defined timescale.
Analytical thinking skills to acquire a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, to select the appropriate method/tool to resolve the problem and to reflect critically on the result, so that what is learnt is identified and assimilated.
Information acquisition skills to identify gaps in the available information required to understand a problem or situation and to devise a means of resolving them.
Follow-up and monitoring skills to check progress against targets, taking action to resolve exceptions/issues and reporting and escalating where necessary.
Flexibility skills to take account of new information or changed circumstances and/or business requirements, and to modify response to a problem or situation accordingly.
Interacting with people skills to establish relationships, contribute to an open culture and maintain contacts with people from a variety of backgrounds and disciplines.
An effective, approachable and sensitive communicator in different communities and cultures, able to adapt style and approach to meet the needs of different audiences.
Influence, persuasion and personal impact skills to convey a level of confidence and professionalism when engaging with stakeholders, influence positively and persuade others to take a specific course of action when not in a position of authority.
Teamwork skills to work collaboratively with others to achieve a common goal.
Desirable Commitment to supporting the organisation's mission to encourage and embrace diversity and inclusion across the NHS.
Able to work flexibly in a hybrid working environment.
Travel throughout Wales between sites, as required by the job.
Standard keyboard skills