Job Description

An exciting opportunity has arisen within the Service Management team to appoint an IT Process Lead for Service Level Management.



This key lead role is responsible for the development, management, and continual improvement of Service Level Management across a portfolio of digital and IT services. Working in line with ITIL v4 principles, you will ensure that services are designed, delivered, and continually improved to meet agreed business outcomes, user needs, and organisational priorities.



You will act as a primary point of contact for service level performance, working collaboratively 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. Working with Service Management colleagues you will lead on service level governance, reporting, and assurance activities, while championing a culture of continual improvement, transparency, and value-driven service management.



We are looking for a motivated individual with excellent interpersonal and communication skills. Strong service management experience, stakeholder engagement skills, and a passion for improving outcomes for users, Service Management, DHCW, and NHS Wales

Main duties include:

Lead the end-to-end Service Level Management practice, ensuring service level requirements are clearly defined, agreed, monitored, and reviewed across live services.

Act as the primary interface between Service Management, product/service owners, operational teams, NHS Wales stakeholders, and external suppliers in relation to service performance and service level commitments.

Facilitate the development, review, and ongoing management of SLAs, OLAs, and underpinning agreements, ensuring alignment with organisational priorities and best practice.

Provide assurance to governance forums that services are performing in line with agreed targets, risks are understood, and improvement actions are in place where required.

Chair and coordinate service review meetings and forums, enabling constructive discussion on service performance, user experience, risks, and improvement opportunities.

Champion collaborative working across Service Management practices, supporting alignment with Incident, Problem, Change, Capacity, Availability, and Continual Improvement practices.



The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.



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.



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

Main Responsibilities include:

Plan and organise complex service management activities based on service priorities, performance data, business needs, and strategic objectives, adapting plans as requirements evolve.

Lead the design, implementation, and governance of Service Level Management processes, ensuring they are effective, measurable, and continuously improved.

Establish and maintain operational methods, procedures, and reporting mechanisms to support transparent and consistent service performance management.

Define and maintain meaningful service metrics, KPIs, and targets that reflect value, outcomes, and user experience, as well as performance.

Analyse service performance data, trends, and user feedback to identify risks, issues, and opportunities for improvement, and lead or contribute to improvement initiatives.

Take ownership of service level issues, proactively identifying potential failures and working with stakeholders to agree and implement corrective actions.

Ensure service reporting is timely, accurate, and accessible, supporting effective decision-making at operational and senior levels.

Balance cost, risk, and value to ensure service management activities deliver value for money and support sustainable service delivery.

Influence and build strong, trust-based relationships and partnerships with a wide range of stakeholders, managing expectations and resolving conflicts constructively.

Support and embed ITIL v4 principles, including value co-creation, continual improvement, and a holistic view of service management across the organisation.