Service Owner

TieTalent; Cardiff; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking two proactive Service Owners to enhance digital healthcare services in Wales. This strategic role involves leading product teams, engaging with senior stakeholders, and driving innovation in the NHS. You will oversee the service lifecycle, ensuring that digital solutions meet user needs while fostering a collaborative and high-performing environment. If you are passionate about improving healthcare and have expertise in product management, this is the perfect opportunity to make a significant impact in the NHS.

Qualifications

• Expert knowledge in Service Ownership and Product Management.
• Experience managing large and complex digital services.
• Understanding of transformational change processes.

Responsibilities

• Lead product teams to deliver high-quality digital services.
• Engage with senior stakeholders to communicate service vision.
• Mentor team members and contribute to best practices.

Skills

Service Ownership

Product Management

Agile Methodologies

Stakeholder Engagement

Digital Leadership

Communication Skills

Problem Solving

Education

Master’s degree in a related field

Tools

Agile Tools

Job description

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 oversee the end-to-end service lifecycle, aligning technology, operations, process, and policy to improve 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.

What You’ll Be Doing:

• Leading product teams – Manage end-to-end services that include multiple products and channels, adopting a portfolio view.
• Representing your service – Communicate benefits and performance, ensuring successful operation and continuous improvement.
• Working with senior stakeholders – Engage with NHS Executives and senior stakeholders, using diverse information sources.
• Mentoring & advising – Act as an expert, helping team members develop their product and service skills.
• Building the Service Owner community – Share knowledge, advocate for best practices, and standardise skills across the organisation.

The Service Owner is a strategic yet hands-on role, overseeing multiple product teams to meet user needs. You will create and communicate a compelling service vision and roadmap, balancing business objectives with technical risk management.

As an expert in product management and user-centred design, you'll provide digital leadership, embedding a digital culture and ensuring your products perform well.

You will contribute to a Service Owner Community of Practice, mentoring team members and standardising best practices. Collaborating with design teams, agile delivery managers, developers, testers, and product teams, you'll develop high-performing products and services that meet user needs.

Key responsibilities include developing a long-term vision, strategic plan, agile business cases, coaching teams in agile and lean practices, and engaging confidently with senior stakeholders.

As Service Owner, you will lead, develop, and run your service, providing product and service leadership, and acting as a subject matter expert on product management, user-centred design, and digital leadership.

You will work closely with your teams to embed and develop the digital service standard, ensuring high-quality digital healthcare solutions in Wales. You will develop your service's vision, own the roadmap, lead teams, and engage with senior stakeholders in Welsh Government and NHS Executive.

You will also mentor team members, build product management skills, and contribute to a community of practice to enhance service ownership within DHCW.

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

What we are looking for:

Qualifications and/or Knowledge

• Educated to Master’s degree or equivalent in a related 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 of Agile tools and techniques for large-scale programmes, services, and products, including financial, legal, and technical issues
• Understanding of complex/transformational change and change management processes
• Welsh Language Skills at level 1 or above in understanding, speaking, reading, and writing (desirable)
• Knowledge of NHS and local authority policies, strategies, and governance processes
• Knowledge of NHS or other public sector planning, capital, and management processes

Experience

• Delivering high-quality digital products and services that meet service standards and user expectations, including legacy technology management and risk mitigation
• Managing/leading teams to deliver projects on time and within budget
• Creating and communicating service vision and roadmap, balancing objectives and technical risks
• Representing service areas to board-level officials and stakeholders
• Embedding digital culture across NHS Wales and with stakeholders
• Experience working with major IT private sector providers on large IT projects

Skills and attributes

• Outcome-focused, balancing stakeholder needs with customer awareness
• Excellent communication, negotiation, and facilitation skills
• Problem-solving and pre-emptive thinking abilities
• Strong organisational, judgement, analysis, and decision-making skills
• Ability to operate effectively in a changing environment
• Leadership skills in developing high-performing, multidisciplinary teams using service design, user-centred, data-driven, cloud-based practices