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Digital Client Services Lead

Powys Teaching Health Board
£51,706 to £58,210 per annum
Closing date
23 Jul 2024

View more

Other Health Profession
Band 8A
Contract Type
Full Time
Powys Teaching Health Board are looking for an experienced individual to lead our service desk and client services teams.

The health board has recently transferred our client services functions into the health board from a joint delivery model with the local council. We're looking for an experienced customer focused person to drive constant iterative service improvement with the staff in each team.

The successful candidate will drive adoption of operational ITIL service management principles to provide efficient, consistent and responsive customer service to the health boards staff, commissioned staff from other NHS organisations and contractors.

Powys Teaching Health Board is a small geographically dispersed health board with unique digital needs. We're looking for someone who's keen to help us deliver the very best digital experience for those working for the health board.

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

Main duties of the job

The Digital Client Services Lead at Powys Teaching Health Board will oversee the Health Board's Digital Services Service Desk and Client services teams. Delivering the initial point of contact for users combined with the responsibility for technical Field Services Engineers the postholder will have significant freedom to act to ensure staff receive a positive digital support experience and issues are resolved quickly and professionally.

Responsible for contributing to the development of and implementation of ITIL practices to ensure their teams follow well defined and measurable operating and escalation procedures. Prepare reports recording Key Performance Indicators to demonstrate performance and the effectiveness of improvements over time.

Responsibility for ensuring first and second line teams provide an efficient,professional, and timely digital support for staff working within the HealthBoard.

The role requires that the post holder is continuously improving the efficiency of the teams for which they are responsible, implementing structured and iterative improvements to procedures and working practices of their staff.

Act as the initial point of escalation for digital incidents and problems for the Health Board, as such will need to be technically astute and have a high-level understanding of all core services operated by the Health Board, external NHS organisations and private sector organisations.

About us

Being the smallest Heath Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.

As a supportive and progressive employer, we actively encourage you to carve out a career with us, through a range of development pathways. We're also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy 'life work' balance is essential, and something we recognise by prioritising your well-being.

To start your journey with us, and to learn more about what we can offer you please visit: There you will find information about our benefits and values, read staff experiences and more about what our beautiful county has to offer.

Job description

Job responsibilities

Lead, manage, and develop the service desk and field service engineer teams, ensuring they have the skills, knowledge, and tools to deliver effective and efficient IT support. Monitor and report on the performance of the IT services, using service level agreements, key performance indicators, and customer feedback. Ensure that IT incidents, requests, and problems are logged, prioritised, assigned, and resolved in a timely and professional manner, following the ITIL best practices. Escalate and communicate any major IT issues or risks to the relevant stakeholders, and coordinate the resolution and recovery actions. Develop and maintain positive relationships with the health board staff and partners, understanding their IT needs and expectations, and ensuring they are met or exceeded. Work closely with the Digital Services Manager and other IT leads to align the IT support strategy and operations with the health board's objectives and priorities. Identify and implement opportunities for service improvement, innovation, and efficiency, using feedback, data analysis, and benchmarking. Ensure that the IT support team adheres to the health board's policies, standards, and procedures, including information security, data protection, and health and safety.

Person Specification



  • ITIL Foundation


  • ITIL Practice Manager



  • NHS Experience
  • ITIL Experience
  • Service Desk Experience
  • Field Support Experience
  • Management Experience
  • Incident Management Experience

Aptitude and Abilities


  • Clear communicator with excellent written and presentation skills
  • Capable of constructing and delivering clear ideas and concepts concisely and accurately to a diverse and varied range of audiences consisting of internal and external stakeholders
  • Ability to deal with difficult situations and make decisions accordingly

Employer details

Employer name

Powys Teaching Health Board


Brecon War Memorial Hospital

Cerrigcochion Road,



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