Overview
Principal Digital Operations Manager role within the End User Services team at Cwm Taf Morgannwg University Health Board (CTMUHB), based at Williamstown, with potential work at other locations across the organisation as required. You will provide End User Services operational support to clinical and non-clinical users, require operational support experience, leadership, and experience supporting users with applications and devices. You must have experience working within ICT and leading an ICT function. The role provides day-to-day management of the End User Services Operational Support Managers and teams.
The role sits within the wider End User Services Team, which currently includes Microsoft 365, EndPoint Management, End User Experience, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and offers exposure to new technologies and training to enable progression in the Digital space. The initial focus is on staff and operational management of the Service Desk, Desktop Support and Rollout teams. Hybrid working is available where the service needs allow.
Responsibilities
* Be the operational support lead for Digital for End User Services and wider associated teams.
* Stakeholder management 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; foster a culture of excellence, collaboration and innovation.
* Ensure timely and effective resolution of IT incidents, service requests and escalations; maintain high customer satisfaction levels.
* Monitor and manage SLAs to meet or exceed performance metrics.
* Implement and refine processes to enhance efficiency and service delivery quality.
* Develop and execute strategies for continuous improvement of service desk, desktop support and rollout operations.
* Use data and analytics to identify trends, root causes, and areas for improvement.
* Collaborate with other Digital functions and business units to align support activities with organisational goals.
* Evaluate, implement and optimise tools and technologies used by the Service Desk and Desktop Support teams.
* Stay current with industry trends and emerging technologies to recommend and implement innovative solutions.
* Ensure compliance with policies, security standards and regulatory requirements.
* Prepare and present detailed reports on team performance, incident trends and KPIs to stakeholders.
* Identify and utilise automation capabilities; establish processes to improve efficiency and resolve day-to-day user problems.
* Lead and support incident investigations and problem resolutions to protect availability targets.
* Support Head of End User Services in design and delivery of technology strategy; influence policy, technical decisions and business change initiatives.
* Analyze complex problems to reach sound decisions; build credibility with senior leaders and stakeholders; balance short-term impact with long-term transformation.
* Promote cloud technologies and an Agile/DevOps mindset across operational support and wider IT.
* Mentor and manage teams to develop capabilities and deliver impactful features for internal and external users of CTMUHB services.
* Encourage innovation, remove blockers, and share best practices across teams and design authorities.
* Represent CTMUHB at local and national service management boards; rationalise interdependencies across complex delivery environments.
* Participate in option appraisal for software and make procurement recommendations where appropriate.
* Be an expert in End User Technologies; communicate complex information to large groups; negotiate priorities with non-Digital managers; plan and organise complex activities across the organisation.
Qualifications and Knowledge
* Essential: In-depth knowledge of End User support and procedures; Master’s degree or equivalent; ITIL Foundation Certificate; Continuous Professional Development evidence.
* Desirable: Formal leadership training (ILM Level 5 or equivalent); Microsoft qualifications and/or training; ITIL Managing Professional Certificate; project management experience.
Experience
* Essential: Operational support leadership in a medium/large enterprise; implementation of Digital operational support policies; ability to influence strategic direction; stakeholder and external supplier management in a multi-supplier environment.
* Desirable: Coaching and leading across disciplines; planning, prioritising and resourcing; experience in agile ways of working; transforming organisational culture through leadership.
Personal Qualities
* Essential: Competent people management; comfortable working with all levels; self-starter; able to work within resource constraints and deadlines.
* Circumstances: Able to meet physical demands (VDU use); able to travel between UHB sites; willing to work flexibly and participate in on-call rota; Welsh Language level 1 or willingness to work towards this.
Aptitude and Abilities
* Essential: Ability to convey highly complex information to large groups; negotiate priorities; inspirational leadership; standard keyboard skills.
* Desirable: Understanding of Agile project management; innovative working approaches; delivery of new technical systems.
Compliance
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure to the Disclosure and Barring Service (DBS).
Employer
Cwm Taf Morgannwg University Health Board; Williamstown Information Hub, Tonypandy, CF40 1AG. Website: joinctm.wales
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