Fixed term to 31/03/2025

Application Deadline:  15th July 2024

Would you like to make a real difference to the lives of 3.1 million people?

This is your chance to make a real difference to the lives of millions through the development and deployment of ground-breaking health and care solutions across Wales.

We have an exciting opportunity for a Senior Product Specialist (Operations) to support the Digital Services for Patients and the Public (DSPP) programme to develop and support the next generation of health and care digital services in Wales, including the NHS Wales App.

The NHS Wales app will be a user-facing solution that will connect patients and the public to Welsh health and care services and be accessible to anyone living in Wales to proactively manage their health and access to trusted information on health, care and wellbeing services.

The DSPP programme will also develop the technology for suppliers and practitioners across health and care services in Wales to deploy digital services in a joined-up, safe and secure way, opening-up NHS Wales for future innovations in health and care digital services.

Members of the public will work with our team, alongside medical and care practitioners, to co-produce this technology and ensure the needs of our community are met.

Working for the Organisation

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.

DHCW offers opportunities for career growth and professional development. We will work with you and help you develop your career. We offer opportunities to pursue further academic qualifications, up to PhD level. Our benefits include:

- Automatic membership of the NHS pension scheme

- 28 days paid leave plus bank holidays

- Blue Light Card membership – access to NHS discounts including high street, gyms, restaurants, insurance, cars, holidays etc.

- Flexible working, including options to work from home

- Employee Assistance Programme – confidential information and counselling support service available 24/7

- Cycle 2 Work scheme

- Car lease and home electronics salary sacrifice schemes

Join our game changing, life-saving team and start making a real difference to health and care services in Wales.

What will you be doing?

We have designed our Operations processes to support the safe and rapid release of new NHS Wales App functionality. You will lead change and release management processes, and create and maintain development, testing and live service environments for the service. Our Operations Team will proactively monitor the App to ensure it remains stable, secure and performant. You will also drive continuous improvements to the App user experience and the efficiency and performance of the service to provide a sustainable digital solution that improves the care and wellbeing of people in Wales.

You will be responsible for the product operations and support functions and its interaction within other functional areas of the product such as platform and development. You will:

- Provide technical leadership and advocate best practices within the team across the functional area.

- Ensure the infrastructure and application components are managed efficiently and robust security controls and monitoring solutions have been implemented.

- Ensures the team manages incidents, problems, changes and releases including escalations as per ITIL guidelines.

- Manages the support function, ensuring effective deployment of skills and resources to ensure all service levels and client requirements are met or exceeded.

- Responsible for establishing, operating and ensuring adherence to business and service management process and procedures.

- Participate in development retrospectives and continuous improvement initiatives.

- Provide estimations on timeframes, quality and quantity of resources required.

- Ensure that processes and standards are in place, and they are followed.

- Establish and maintain constructive and collaborative relationships with the client, other suppliers and third-party stakeholders.

- Facilitate workshops and discussions to understand and effectively capture requirements to achieve a joint understanding of needs.

- Ensure stakeholders can access current and accurate data on the status of the team’s delivery.

- Provide data, forecasts and progress updates to inform planning initiatives.

- Act as a role model for collaborative behaviours, agile values and professionalism.

- Put people first and develop others as you manage, coach and develop a small number of staff, with a focus on managing employee performance

- Actively manage the performance of team members, including the stewardship of improvement plans where necessary.