Job Description

ID 2628

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The Welsh Government operates name-free recruitment. The recruiting panel will not see personal information such as a candidate's name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

Vacancy details

Vacancy title
Service Designer


Closing date
28/05/2025, 16:00


Advertising basis
Permanent
Actual starting salary
"A starting salary between 35,787 and 43,759 will be offered to the successful candidate based on their skills, knowledge, experience and performance at interview. This range is not negotiable."
Salary range or pay band
HEO 35,787 to 43,759
Allowances
Yes
Allowance
Other
Allowance
This post is eligible for the DDaT Allowance as a Group 1 post.
Work pattern
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Group
Corporate Services and Inspectorates
Directorate
Digital, Data and Technology
Branch
IT Services
Location (s)
Pan Wales
Pan Wales' means that the location in which the vacancy can be based is flexible, subject to the needs of the business. A list of the Welsh Government's offices can be found on www.gov.wales/welsh-government-offices. Please note it may not always be possible to accommodate a preference for a specific office location.
Purpose of post
The UK wide Civil Service Digital Data and Technology (DDaT) profession consists of people who work in a digital, data or technology specialist role. They design, build, and run government digital services. They are responsible for the way we find, access and use data and for the technology infrastructure which support those services. There are currently about 25,000 people working in the Profession.


The DDaT profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the IT Services team and will make a significant and direct contribution for the people of Wales.


Background:


The Welsh Government is the devolved government for Wales with an annual budget of around 15 billion. We are responsible for key aspects of public life in Wales including health, education, the economy, transport, agriculture, and the environment. Welsh Ministers are supported by a workforce of more than 5,000 people with offices in Wales, London and overseas.


Welsh Government priorities are outlined in Welsh Government Programme for government with an overall ambition to build a Wales which is a self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has set out clear priorities for Wales following the UK's exit from the European Union.


We are looking for people who can provide excellent advice and support, can focus resources and have energy and expertise. The Well Being and Future Generations Act provides context for our work.


Digital transformation of public services is vital to delivering the services that the people of Wales expect and need. The Welsh Government currently delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online. The Chief Digital Officer provides a consultancy service of digital and data expertise to business areas across the Welsh Government.


The Service Designer will report to a Senior IT Service Manager and is key in ensuring that new and existing services are documented, mapped and implemented across IT Services. You will be responsible for designing the end-to-end journey of a service, helping users to complete their goals and working with both Service Managers and the Service Transition Team to ensure Services are fully operational and accepted into live service.


This post maps to the

Service Designer

role in the

DDaT Capability framework.

DDaT Skills required for this role:

Community Collaboration

(Level: practitioner). You can work collaboratively in a group, actively networking with others.

Communicating between the technical and non-technical

(Level: practitioner) You can listen to the needs of technical and business stakeholders, and interpret them. You can effectively manage stakeholder expectations. You can manage active and reactive communication. You can support or host difficult discussions within the team or with diverse senior stakeholders.

User Focus

(Level: practitioner). You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users.

Agile Working

(Level: working). You can adapt and reflect and be resilient. You can see outside of the process.

Evidence and Context Based Design

(Level: practitioner). You can absorb large amounts of conflicting information and use it to produce simple designs.

Key tasks
Ensure any changes to existing services, process and operating model are captured throughout the service design phase. Ensure that existing services and processes are documented and regularly reviewed for completeness. Work closely with Project Management to lead on service elements of delivery to enable the transition of services into live production. Work closely with key stakeholders, including technical architects, to ensure all design aspects have been covered. Organise and chair workshops with relevant stakeholders to gather relevant service data allowing process maps and key documentation to be completed. Translating customer requirements and Service obligations into a Service Design that describes the scope of services, delivery model(s), people, processes, Service Level Agreements (SLAs) and supporting Operational Level Agreements (OLAs) to provide the basis for transition into Business-As-Usual (BAU) Works closely with the Operations and Service Delivery teams to ensure that implemented or changed services are capable of delivering to target service levels and performance indicators. Work closely with the Service Transition Manager to assist transition of service into BAU status once the design phase is complete. Using data gathered, develop service design documentation for services transitioning to the Service Portfolio.

Development opportunities
Your role will form part of Welsh Government's Digital, Data and Technology profession.


You will have the opportunity to work with multiple projects and programmes across all areas of Welsh Government, with staff at all levels including senior staff, Ministers, and our Digital Apprentice cohort.


You will help build and improve links and collaboration within the cross-government Digital, Data and Technology community.



Other vacancy related information
A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.

DDaT Technical Assessment

Candidates who successfully demonstrate that they meet the minimum Experience Criteria will be invited to interview.


You will receive a technical scenario for you to prepare a response ready for your interview. The technical scenario and instructions will be emailed to you 5 days before your interview.


The technical scenario will be a presentation at interview assessing Experience 1:

Experience of service or process design with the ability to document user needs in a clear and concise format.

Travel Requirements


This is a hybrid role based in one of our Welsh Government offices.


However, travel to other locations to provide support, may be required.



Vetting level
SC - Candidates applying for a role that requires SC clearance must have normally resided in the UK for a minimum of the last 5 years
Number of posts
1
Contact point for further information regarding the post
ictservicecontrol@gov.wales