Service Designer - Welsh Government - HEO

They are responsible for the way we find, access and use data and for the technology infrastructure which support those services. There are currently about 25,000 people working in the Profession. 

The DDaT profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the IT Services team and will make a significant and direct contribution for the people of Wales.

Background:

The Welsh Government is the devolved government for Wales with an annual budget of around £15 billion. We are responsible for key aspects of public life in Wales including health, education, the economy, transport, agriculture, and the environment. Welsh Ministers are supported by a workforce of more than 5,000 people with offices in Wales, London and overseas. 

Welsh Government priorities are outlined in Welsh Government Programme for government with an overall ambition to build a Wales which is a self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has set out clear priorities for Wales following the UK’s exit from the European Union. 

We are looking for people who can provide excellent advice and support, can focus resources and have energy and expertise. The Well Being and Future Generations Act provides context for our work. 

Digital transformation of public services is vital to delivering the services that the people of Wales expect and need. The Welsh Government currently delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online. The Chief Digital Officer provides a consultancy service of digital and data expertise to business areas across the Welsh Government.

Job description

The Service Designer will report to a Senior IT Service Manager and is key in ensuring that new and existing services are documented, mapped and implemented across IT Services. You will be responsible for designing the end-to-end journey of a service, helping users to complete their goals and working with both Service Managers and the Service Transition Team to ensure Services are fully operational and accepted into live service.

This post maps to the Service Designer  role in the DDaT Capability framework.

DDaT Skills required for this role:

Community Collaboration (Level: practitioner). You can work collaboratively in a group, actively networking with others.
Communicating between the technical and non-technical (Level: practitioner) You can listen to the needs of technical and business stakeholders, and interpret them. You can effectively manage stakeholder expectations. You can manage active and reactive communication. You can support or host difficult discussions within the team or with diverse senior stakeholders.
User Focus (Level: practitioner). You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users.
Agile Working (Level: working). You can adapt and reflect and be resilient. You can see outside of the process.
Evidence and Context Based Design (Level: practitioner). You can absorb large amounts of conflicting information and use it to produce simple designs.

Person specification

Ensure any changes to existing services, process and operating model are captured throughout the service design phase.
Ensure that existing services and processes are documented and regularly reviewed for completeness.
Work closely with Project Management to lead on service elements of delivery to enable the transition of services into live production.
Work closely with key stakeholders, including technical architects, to ensure all design aspects have been covered.
Organise and chair workshops with relevant stakeholders to gather relevant service data allowing process maps and key documentation to be completed.
Translating customer requirements and Service obligations into a Service Design that describes the scope of services, delivery model(s), people, processes, Service Level Agreements (SLAs) and supporting Operational Level Agreements (OLAs) to provide the basis for transition into Business-As-Usual (BAU)
Works closely with the Operations and Service Delivery teams to ensure that implemented or changed services are capable of delivering to target service levels and performance indicators.
Work closely with the Service Transition Manager to assist transition of service into BAU status once the design phase is complete.
Using data gathered, develop service design documentation for services transitioning to the Service Portfolio.

Behaviours

We'll assess you against these behaviours during the selection process:

Making Effective Decisions
Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

Communicating between the technical and non-technical – you can listen to the needs of technical and business stakeholders, and interpret them. Tested at Stage 2 (Interview)
Community collaboration – you can use your initiative to identify problems or issues in the team dynamic and rectify them. Tested at Stage 2 (Interview)