Principal Digital Operations Manager

Job description

Job responsibilities

Welsh Skills Desirable: This post is advertised as Welsh Desirable. This doesnt mean essential; whilst the candidate doesn't need to have skills in Welsh, we'll consider it an advantage when short-listing and selecting candidates. This isnt fluency, just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health. For more information, see Welsh Language Guidance in the documents right at the bottom.

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

The post holder will support the delivery of End User Computing services within the team. This will involve all elements of EUC service delivery.

The post holder will be expected to provide specialist advice across the range of Digital services, and where applicable, work within formal or informal projects to coordinate and complete technical tasks.

Where the post holder has specialised skills and experience, they will be required to inform the strategic planning and roadmap development activities.

Principal Responsibilities

The post holder will :

Be the operational support lead for Digital for End User Services and wider associated teams.Stakeholder management liaising with senior care group operational leaders, and DGH Hospital General Managers.Deliver and support adoption of Digital improvements.Supervise and manage the performance of the Service Desk, Desktop Support and Rollout teams, fostering a culture of excellence, collaboration, and innovation.Ensure timely and effective resolution of IT incidents, service requests, and escalations, maintaining high customer satisfaction levels.Monitor and manage service-level agreements (SLAs) to ensure the teams meet or exceed performance metrics.Implement and refine processes to enhance the efficiency and quality of service delivery.Develop and execute strategies for the continuous improvement of service desk, desktop support and rollout operations.Leverage data and analytics to identify trends, root causes, and areas for improvement in Digital support services.Collaborate with other Digital functions and business units to align support activities with organisational goals and priorities.Evaluate, implement, and optimize tools and technologies used by the Service Desk and Desktop Support teams to enhance productivity and service quality.Stay current with industry trends and emerging technologies to recommend and implement innovative solutions.Ensure compliance with organisational policies, security standards, and regulatory requirements.Prepare and present detailed reports on team performance, incident trends, and key performance indicators (KPIs) to stakeholders.Identifies and utilises automation capabilities across the environment and establishes process and procedures that promote efficiency, solving day-to-day user problems.Lead and support on incident investigation and problem resolutions to protect availability targets.Supports the Head of End User Services in the design and delivery of technology strategy in the End User Services space.Ability to influence strategy for policy, technical decisions, business change initiatives and organisational objectives.Ability to analyse complex problems and concepts, reaching sound decisions based on all available information.Working closely with senior leaders and a broad range of stakeholders within a complex environment, building credibility and utilising communication and influencing skills to establish effective relationships and set clear strategic direction.Operates as an SME within own field of expertise, driving decisions, choices, pursuing innovation and contributes to group level discussion, effectively balancing short-term impact with long-term transformation.Drives the use of cloud technologies including making those technologies easy for others to consume.Inspires and embeds an Agile and DevOps mind set across operational support and wider IT.Mentors, coaches, and manages team to develop current and future team capabilities and ensure performance in delivering the most impactful features to both internal and external users of the CTMUHB.Inspire the teams to keep an open mind and explore innovative ways to solve problems, facilitating the teams work and removing blockers when they occur.Management of standards, policy, processes and best practice in collaboration with other teams and design authorities and sharing/publicising this knowledge.Representing CTMUHB at both local and national service management boards.Ability to identify and rationalise interdependencies between multiple issues in complex delivery environments.Option appraisal for software, making recommendations on best product to procure.Makes judgements on multi-stranded or complex Digital End User Service problems which may have no precedent or where there are conflicting opinions.Be an expert in the field of End User Technologies.Provide and receive highly complex information to large groups.Negotiates priorities on End User Service Digital developments with non-Digital managers.Plan and organise broad range of complex activities which may have impact across the whole organisation.

Person Specification

Qualifications and/or Knowledge

• In-depth knowledge of End User related support and procedures acquired through a combination of specialist training and relevant study to Master's degree or equivalent level.
• ITIL Foundation Certificate.
• Evidence of Continual Professional Development.

• Formal leadership training at equivalent or greater to ILM Level 5.
• Relevant Microsoft qualifications and/or training.
• Project management of delivering technology improvements.
• ITIL Managing Professional Certificate.

Experience

• Operational support leadership and experience in a medium to large enterprise.
• Implementation of Digital operational support policies in own areas of expertise.
• Influencing strategic direction in a medium to large enterprise.
• Stakeholder management and external supplier management, along with experience of managing delivery in a multi-supplier environment.

• Experience in coaching and leading people from multiple disciplines to build and develop effective teams; initiating change and fostering an inclusive culture.
• Experience of planning, prioritising and resourcing work activities.
• Experience of agile ways of working.
• Proven experience leading by example to help transform the culture of the organisation, fostering a high trust, empowered environment.

Personal Qualities

• Competent in the management of staff.
• Be comfortable working with all levels of organisation.
• Self-starter, ability to work comfortably within resource constraints and deadlines.

Circumstances

• Able to meet the physical demands of the role, particularly the regular use of a VDU.
• Able to travel around UHB sites in a timely manner.

Other

• Willingness and ability to work flexibly in line with demands of the department and the service.
• Participate in on-call rota.
• Welsh Speaker (Level 1) or willingness to work towards achieving this level. This is the minimum level of Welsh required.

Aptitude and Abilities Skills

• Provide and receive highly complex information to large groups.
• Negotiates priorities on End User Service Digital developments with non Digital managers.
• Demonstrating an inspiring and coherent leadership style and the ability to engage and win the cooperation of team members.
• Standard keyboard skills.

• Clear & secure understanding of Agile project management.
• Naturally innovate ways of working and improve the use of resources.
• Delivery of new technical systems.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Cwm Taf Morgannwg University Health Board

Address

Williamstown Information Hub

Tonypandy

CF40 1AG

Employer's website

https://joinctm.wales/