IT Service Manager

DHCW is seeking an experienced and proactive IT Service Manager to join our modern Digital Workplace team, driving innovation and service improvements that deliver exceptional end-user experiences., The postholders main duties include:

• Lead on service development and improvement of end-user computing services, ensuring service levels and customer satisfaction targets are consistently met.
• Act as the primary liaison between customer organisations and internal teams, representing the voice of the customer and managing stakeholder relationships.
• Drive a programme of continual service improvement, identifying opportunities to enhance service quality, efficiency, and user experience.
• Translate business needs into technical requirements, working with internal teams and third-party suppliers to deliver effective solutions.
• Manage supplier performance and contractual obligations, ensuring third-party services align with agreed standards and deliverables., The postholder is responsible for leading the development and continuous improvement of end-user computing services, ensuring service levels and customer satisfaction targets are consistently achieved. Acting as the primary liaison for stakeholder organisations, the postholder will represent the voice of the customer and maintain strong, collaborative relationships. They will drive a programme of continual service improvement, identifying and implementing opportunities to enhance service quality, efficiency, and user experience. The role includes translating business requirements into technical deliverables, working closely with internal teams and managing third-party suppliers to ensure effective, compliant service delivery. Additionally, the postholder will oversee supplier performance and contractual obligations, ensuring all services meet agreed standards and deliverables. To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge. For further information regarding Digital Health and Care Wales please see our website: https://dhcw.nhs.wales

All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English., Our Digital Workplace team supports approximately 17,000 users across 500+ locations in Wales, providing enterprise-level end-user computing services. We are looking for an enthusiastic and motivated individual to lead service management, champion continual improvement, and shape the future of our digital workplace. The successful candidate will have:

• Proven experience implementing service management processes at an enterprise scale.
• Strong background in managing services delivered via third-party suppliers.
• Excellent communication and stakeholder engagement skills.
• Proven experience of the successful delivery of service improvements initiatives.
• Ability to travel across Wales to support our geographically dispersed customer base.

Working for our organisation Digital Health and Care Wales (DHCW) is an expert national body and part of NHS Wales. We work in partnership with NHS Wales colleagues and other key stakeholders to provide national digital and data services which support the delivery of health and social care in Wales. Modern health and care services depend on good digital tools, data and information. DHCW runs or works with more than 100 services and delivers major national digital transformation programmes to support this. In addition, DHCW provides expert advice in relation to cyber security and information governance. We give frontline staff the digital tools which help them provide safer and more efficient care. We are also giving patients and the public digital tools to better manage their own health and wellbeing, empowering people to live healthier lives. We put people at the heart of what we do, working to the highest standards to deliver quality and make digital a force for good in health and care. 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.