Principal Digital Operations Manager

Cwm Taf Morgannwg University Health Board; Tonypandy; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A regional health authority in Wales is looking for a Principal Digital Operations Manager to oversee End User Services. The successful candidate will lead teams to ensure high-quality support for users, manage service desk operations, and collaborate with stakeholders for continuous improvement in digital services. The role requires strong operational support experience and leadership abilities. Hybrid working conditions are available.

Benefits

Work-life balance

Professional development opportunities

Qualifications

• In-depth knowledge of End User related support and procedures acquired through relevant study.
• Operational support leadership experience in a medium to large enterprise.
• Ability to influence strategic direction in a multi-supplier environment.

Responsibilities

• Lead the support services underpinning the Digital Programme within the health board.
• Manage the performance of Service Desk and Desktop Support teams.
• Ensure timely resolution of IT incidents and service requests.

Skills

Leadership

Operational support experience

Stakeholder management

Agile methodologies

Knowledge of cloud technologies

Education

Master's degree or equivalent

Relevant Microsoft qualifications/training

ITIL Foundation Certificate

Project management training

Tools

Service Desk software

Microsoft 365

EndPoint Management tools

Job description

Go back Cwm Taf Morgannwg University Health Board

Principal Digital Operations Manager

The closing date is 21 September 2025

An opportunity for a Principal Digital Operations Manager has arisen to join the End User Services team at Cwm Taf Morgannwg University Health Board, based at Williamstown, with a need to also work at other locations across the organisation as and when required. You will provide End User Services operational support to clinical and non clinical users across the healthboard. The candidate will require operational support experience, leadership and experience of supporting users with applications and devices. You must demonstrate experience working within ICT and leading on an ICT function within your application which are essential for this role. The role will provide 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 is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space. The initial focus of this role is on the staff and operational management of the Service Desk, Desktop Support and Rollout teams.

Hybrid working is available where the service needs allow.

Main duties of the job

The Operational Support Team are responsible for supporting all users that interact with Digital, leveraging best practices, tools and processes to enable delivery and operation.

The role of Principal Digital Operations Manager is to lead the support services that underpin the Digital Programme within CTMUHB, including both user and device.

The role will provide expert advice across a range of support areas, including but not limited to First Line Support, Second Line Support, Desktop Support and Device Rollouts.

The role will support a range of highly complex functions and be responsible for the strategic planning across many specialised areas.

The role will lead teams of support staff to develop and promote Digital operational support.

The role will advocate re-use, automation, and Cloud technologies, as well as looking at best practice, security management and continual improvement of CTMUHB Services

About us

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:

• We listen, learn and improve
• We treat everyone with respect
• We all work together as one team

We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.

Job responsibilities

Welsh Skills Desirable: This post is advertised as Welsh Desirable. This doesnt mean essential; whilst the candidate doesn\'t need to have skills in Welsh, we\'ll consider it an advantage when short-listing and selecting candidates. This isnt fluency, just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health. For more information, see Welsh Language Guidance in the documents right at the bottom.

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 post holder will support the delivery of End User Computing services within the team. This will involve all elements of EUC service delivery.

The post holder will be expected to provide specialist advice across the range of Digital services, and where applicable, work within formal or informal projects to coordinate and complete technical tasks.

Where the post holder has specialised skills and experience, they will be required to inform the strategic planning and roadmap development activities.

The post holder will :

Be the operational support lead for Digital for End User Services and wider associated teams.Stakeholder management liaising 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, fostering a culture of excellence, collaboration, and innovation.Ensure timely and effective resolution of IT incidents, service requests, and escalations, maintaining high customer satisfaction levels.Monitor and manage service-level agreements (SLAs) to ensure the teams meet or exceed performance metrics.Implement and refine processes to enhance the efficiency and quality of service delivery.Develop and execute strategies for the continuous improvement of service desk, desktop support and rollout operations.Leverage data and analytics to identify trends, root causes, and areas for improvement in Digital support services.Collaborate with other Digital functions and business units to align support activities with organisational goals and priorities.Evaluate, implement, and optimize tools and technologies used by the Service Desk and Desktop Support teams to enhance productivity and service quality.Stay current with industry trends and emerging technologies to recommend and implement innovative solutions.Ensure compliance with organisational policies, security standards, and regulatory requirements.Prepare and present detailed reports on team performance, incident trends, and key performance indicators (KPIs) to stakeholders.Identifies and utilises automation capabilities across the environment and establishes process and procedures that promote efficiency, solving day-to-day user problems.Lead and support on incident investigation and problem resolutions to protect availability targets.Supports the Head of End User Services in the design and delivery of technology strategy in the End User Services space.Ability to influence strategy for policy, technical decisions, business change initiatives and organisational objectives.Ability to analyse complex problems and concepts, reaching sound decisions based on all available information.Working closely with senior leaders and a broad range of stakeholders within a complex environment, building credibility and utilising communication and influencing skills to establish effective relationships and set clear strategic direction.Operates as an SME within own field of expertise, driving decisions, choices, pursuing innovation and contributes to group level discussion, effectively balancing short-term impact with long-term transformation.Drives the use of cloud technologies including making those technologies easy for others to consume.Inspires and embeds an Agile and DevOps mind set across operational support and wider IT.Mentors, coaches, and manages team to develop current and future team capabilities and ensure performance in delivering the most impactful features to both internal and external users of the CTMUHB.Inspire the teams to keep an open mind and explore innovative ways to solve problems, facilitating the teams work and removing blockers when they occur.Management of standards, policy, processes and best practice in collaboration with other teams and design authorities and sharing/publicising this knowledge.Representing CTMUHB at both local and national service management boards.Ability to identify and rationalise interdependencies between multiple issues in complex delivery environments.Option appraisal for software, making recommendations on best product to procure.Makes judgements on multi-stranded or complex Digital End User Service problems which may have no precedent or where there are conflicting opinions.Be an expert in the field of End User Technologies.Provide and receive highly complex information to large groups.Negotiates priorities on End User Service Digital developments with non-Digital managers.Plan and organise broad range of complex activities which may have impact across the whole organisation.

Person Specification

Qualifications and/or Knowledge

• In-depth knowledge of End User related support and procedures acquired through a combination of specialist training and relevant study to Master's degree or equivalent level.
• ITIL Foundation Certificate.
• Evidence of Continual Professional Development.
• Formal leadership training at equivalent or greater to ILM Level 5.
• Relevant Microsoft qualifications and/or training.
• Project management of delivering technology improvements.
• ITIL Managing Professional Certificate.

Experience

• Operational support leadership and experience in a medium to large enterprise.
• Implementation of Digital operational support policies in own areas of expertise.
• Influencing strategic direction in a medium to large enterprise.
• Stakeholder management and external supplier management, along with experience of managing delivery in a multi-supplier environment.
• Experience in coaching and leading people from multiple disciplines to build and develop effective teams; initiating change and fostering an inclusive culture.
• Experience of planning, prioritising and resourcing work activities.
• Experience of agile ways of working.
• Proven experience leading by example to help transform the culture of the organisation, fostering a high trust, empowered environment.

Personal Qualities

• Competent in the management of staff.
• Be comfortable working with all levels of organisation.
• Self-starter, ability to work comfortably within resource constraints and deadlines.

Circumstances

• Able to meet the physical demands of the role, particularly the regular use of a VDU.
• Able to travel around UHB sites in a timely manner.

Other

• Willingness and ability to work flexibly in line with demands of the department and the service.
• Participate in on-call rota.
• Welsh Speaker (Level 1) or willingness to work towards achieving this level. This is the minimum level of Welsh required.

Aptitude and Abilities Skills

• Provide and receive highly complex information to large groups.
• Negotiates priorities on End User Service Digital developments with non Digital managers.
• Demonstrating an inspiring and coherent leadership style and the ability to engage and win the cooperation of team members.
• Clear & secure understanding of Agile project management.
• Naturally innovate ways of working and improve the use of resources.
• Delivery of new technical systems.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Cwm Taf Morgannwg University Health Board