Employer: Digital Health and Care Wales
Job Title: IT Process Lead
Location: United Kingdom
Salary: £48,527 to £55,532 per annum
Job Type: Full-time
Closing Date: 15 January 2026
Job Summary
Digital Health and Care Wales (DHCW) is seeking an IT Process Lead for Service Level Management within the Service Management team.
This key leadership role is responsible for developing, managing, and continually improving Service Level Management across a portfolio of digital and IT services. The post holder will work in line with ITIL v4 principles to ensure services are designed, delivered, and continuously improved to meet agreed business outcomes, user needs, and organisational priorities.
The IT Process Lead will act as the primary point of contact for service level performance, working with operational teams, product owners, suppliers, and stakeholders across NHS Wales to define, agree, monitor, and improve Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and underpinning contracts.
The ideal candidate will have a balance of strategic insight and operational leadership, leading service level governance, reporting, and assurance activities, while championing a culture of continual improvement and value-driven service management.
Main Duties of the Job
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Lead the end-to-end Service Level Management practice, ensuring service level requirements are clearly defined, agreed, monitored, and reviewed across live services.
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Act as the primary interface between Service Management, product/service owners, operational teams, NHS Wales stakeholders, and external suppliers regarding service performance and commitments.
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Facilitate the development, review, and ongoing management of SLAs, OLAs, and underpinning agreements, aligning with organisational priorities and best practice.
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Provide assurance to governance forums that services are performing in line with targets, risks are understood, and improvement actions are in place.
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Chair and coordinate service review meetings and forums to discuss service performance, user experience, risks, and improvement opportunities.
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Champion collaborative working across Service Management practices, supporting alignment with Incident, Problem, Change, Capacity, Availability, and Continual Improvement practices.
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Welsh language skills are desirable but not essential. Both Welsh and English speakers are encouraged to apply.
About Digital Health and Care Wales
Digital Health and Care Wales is part of NHS Wales and plays a key role in transforming health and care delivery through technology and data. The organisation supports frontline staff with modern systems and information access, while enabling the people of Wales to manage their own health via digital NHS Wales services.
Employee benefits include:
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Flexible working arrangements
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Competitive salary
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28 days annual leave plus Bank Holidays
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Career development opportunities
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Recognition programs celebrating staff contributions
DHCW provides a collaborative, inclusive, and innovative work environment that empowers employees to make a real difference to health and care services in Wales.
Job Responsibilities
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Plan and organise complex service management activities based on service priorities, performance data, business needs, and strategic objectives.
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Lead the design, implementation, and governance of Service Level Management processes, ensuring they are effective, measurable, and continuously improved.
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Establish operational methods, procedures, and reporting mechanisms to support transparent and consistent service performance management.
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Define and maintain meaningful service metrics, KPIs, and targets that reflect value, outcomes, and user experience.
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Analyse service performance data, trends, and user feedback to identify risks, issues, and opportunities for improvement.
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Take ownership of service level issues, proactively identifying potential failures and agreeing corrective actions with stakeholders.
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Ensure service reporting is timely, accurate, and accessible to support operational and senior decision-making.
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Balance cost, risk, and value to ensure service management activities deliver sustainable value.
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Build strong, trust-based relationships with a wide range of stakeholders, managing expectations and resolving conflicts constructively.
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Support and embed ITIL v4 principles, including value co-creation, continual improvement, and a holistic view of service management.
Person Specification
Qualifications and Knowledge
Essential:
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Master’s degree in a relevant professional field (or equivalent qualification/experience)
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Evidence of continuous professional development
Desirable:
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Specialist certifications such as ITIL v3/v4
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Leadership and Management qualifications or training
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Knowledge of the NHS or other healthcare systems
Experience
Essential:
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Experience in IT process management, IT service delivery, or business process improvement in a large, complex digital organisation
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Proven record of leading process improvement projects using methodologies such as Lean, Six Sigma, or Agile
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Knowledge of SLAs, OLAs, and service contracts
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Familiarity with risk identification, assessment, and mitigation, including business continuity and disaster recovery
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Experience planning and managing non-project activities using structured approaches
Desirable:
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Experience creating and implementing user-centred service improvement plans
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Experience identifying and implementing innovative IT Service Management solutions, including AI-based improvements
Skills and Attributes
Essential:
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Excellent interpersonal skills to build respectful, trusting relationships
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Strong leadership skills to provide clear direction and foster an inclusive, high-performing culture
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Ability to monitor progress, identify issues, and collaborate on resolutions, communicating updates effectively
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires submission to the Disclosure and Barring Service (formerly CRB) to check for previous criminal convictions.
Certificate of Sponsorship
Applications from candidates requiring Skilled Worker sponsorship to work in the UK are welcome. For further information, visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18) are also subject to this requirement. Guidance can be found here.
How to Apply
If you’re interested in this role, visit the official website for more information — click here to apply now.