Job summary
- Main area
- IT
- Grade
- Band 8b
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 025-AC084-0425-CVL
- Employer
- Digital Health and Care Wales
- Employer type
- NHS
- Site
- Hybrid working
- Town
- Location to be confirmed at interview
- Salary
- £63,150 - £73,379 per annum
- Salary period
- Yearly
- Closing
- 06/05/2025 23:59
Employer heading
Service Owner
Band 8b
Digital Health and Care Wales is an ambitious organisation created by Welsh Government to lead on the digital transformation of health and care. It builds on the digital architecture and national services put in place by the NHS Wales Informatics Service over the past decade.
The organisation will lead on large-scale developments that make a significant difference to the people of Wales as well as to health and care professionals, such as expansion of the digital patient record and the creation of a National Data Resource. It will improve the way data is collected, shared and used. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.
This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed
Job overview
Digital Service and Product Leadership in NHS Wales
We’re looking for 2 x Service Owners to join the Primary Care, Community and Mental Health directorate in DHCW – the digital delivery organisation of NHS Wales.
We are seeking proactive and strategic Service Owners to lead the design, delivery, and continuous improvement of digital NHS services in two key areas – Vaccines and Primary Care (Pharmacy, Dental and Optometry).
As a key role in the organisation, you will be responsible for ensuring our services meet the needs of users, including clinicians, staff and data teams, while driving efficiency and innovation. You will be responsible for the quality of your service and oversee the end-to-end service lifecycle, aligning technology, operations, process and policy to enhance patient outcomes and service performance.
If you have a passion for improving healthcare services and the product expertise to drive transformation in the NHS, we would love to hear from you.
- Leading product teams – Adopt a portfolio view, managing end-to-end services
that include multiple products and channels.
- Representing your service – Communicate the benefits and performance of your service and be responsible for its successful operation and continuous
improvement.
Main duties of the job
- Working with senior stakeholders - Representing your service with organisation-wide, NHS Exec and Senior Stakeholders, using information from diverse user, commercial and service sources
- Mentoring & advising – Acting as a point of expertise for the team, helping others build their product and service skills.
- Building the Service Owner community – Sharing knowledge and best practices, advocating for best practice service owner skills across the organisation.
The Service Owner is a strategic yet hands on role, overseeing multiple product teams to ensure those products meet the needs of users. You will create and communicate a compelling service vision and roadmap ensuring the right balance of meeting business/user objectives and managing technical risk.
As an expert in product management and user centred design, you'll provide digital leadership, introducing and embedding embed digital culture and skills with your teams, and ensuring your products perform well.
You'll contribute to a Service Owner Community of Practice, mentoring and upskilling team members while standardising best practices. Collaborating with design teams, agile delivery managers, developers, testers and product teams, you'll develop high performing products and services that deliver for user need.
Working for our organisation
Digital Health and Care Wales (DHCW) is an expert national body and part of NHS Wales. We work in partnership with NHS Wales colleagues and other key stakeholders to provide national digital and data services which support the delivery of health and social care in Wales. Modern health and care services depend on good digital tools, data and information. DHCW runs or works with more than 100 services and delivers major national digital transformation programmes to support this. In addition, DHCW provides expert advice in relation to cyber security and information governance. We give frontline staff the digital tools which help them provide safer and more efficient care. We are also giving patients and the public digital tools to better manage their own health and wellbeing, empowering people to live healthier lives. We put people at the heart of what we do, working to the highest standards to deliver quality and make digital a force for good in health and care.
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.
Detailed job description and main responsibilities
Key responsibilities include developing a long-term vision, strategic plan and objectives, developing agile business cases, coaching and leading teams in agile and lean practices, communicating confidently with senior stakeholders.
As Service Owner, you will take a hands-on yet strategic role in leading, developing and running your service. You will provide product and service leadership, acting as a subject matter expert on product management, user-centred design and digital leadership.
Working closely with your product teams, you will embed and develop the digital service standard, to ensure high-quality digital healthcare solutions in Wales. You will develop the vision for your service, own the roadmap, lead the teams, engage with senior stakeholders in Welsh Government and the NHS Executive.
You will also mentor and support team members, build product management skills, and contribute to a community of practice that enhances service ownership within DHCW.
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 ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Person specification
Qualifications and/or Knowledge
Essential criteria
- Educated to Master’s degree or equivalent in associated professional field
- Evidence of continuing professional development
- Expert knowledge and experience of Service Ownership and Product Management in an IT/digital environment; managing large and complex services
- Expert knowledge and experience of the Agile tools and techniques to deliver large-scale programmes, services, and products, as well as financial, legal, and technical issues related to delivering at scale.
- Detailed knowledge and understanding of complex/ transformational change and of change management theory and processes
Desirable criteria
- Welsh Language Skills are desirable level 1, or above, in understanding, speaking, reading, and writing in Welsh.
- Specialist Knowledge of NHS and or local authority policies, strategies, and governance processes.
- Specialist Knowledge of NHS or other public sector planning, capital, and management processes.
Experience
Essential criteria
- Delivering high quality digital products and services that meet the service standards and are best in class for meeting users’ raised expectations of technology whilst taking responsibility for legacy technology in the service area, and tackling the risks associated with it
- Substantial experience of managing / leading teams to deliver project objectives on-time and on-budget
- Creating and communicating a compelling service vision and roadmap ensuring the right balance of meeting business/user objectives and managing technical risk
- Representing a service area to board-level officials and senior stakeholders, using information from diverse user, commercial and service sources.
- Embedding digital culture with your stakeholders, the organisation, and the wider NHS Wales
- Experience of dealing with major IT private sector providers in delivering major IT projects and solutions
Skills and attributes
Essential criteria
- Outcome-focused - balancing the needs of competing stakeholders, with a highly developed sense of customer awareness, ensuring that services are valuable and effective for the organisation.
- Excellent communication skills and interpersonal skills, when dealing with highly complex and sensitive information to a wide range of stakeholders across organisational boundaries, and excellent presentation, negotiation, and facilitation skills.
- Adept at finding ways of solving or pre-empting problems
- Excellent organisational, judgement, analysis, and decision-making skills on extremely complicated problems
- Able to operate effectively in a changing environment.
- Leadership and development of high performing multidisciplinary teams that use service design and user-centred, data-driven, cloud based delivery practices.
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Marged Cother
- Job title
- Deputy Director for Primary Care
- Email address
- [email protected]
- Additional information
Joshua Hunt
Head of Agile Delivery (Community and Mental Health)
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