Lead Product Specialist - Service Management Tool

Closing date: 26 March 2023 | Salary: £41,150 - £46,147 (Grade 7)Location: Flexible

Contract type: Fixed Term appointment until 30 September 2023

Work pattern: Full time, 37 hours per week. 

Post number: 203501

As an organisation we support flexible working. This role allows hybrid working (a mix of home and office working) and a working pattern suitable for you can be discussed on appointment if you are successful.

You will be contracted to the nearest NRW office to your home, at which you will be required to attend for regular meetings, training and for one-to-one meetings with your manager. These will be planned in advance.

Job description

The post holder will own (and have autonomy for) management of ICT service management tool within ICT, maintaining a close relationship with business customers - including Heads of Service.

The post holder will operate at a tactical and operational level and will oversee and be responsible to the business for the performance support and quality of the Service Management tool.

They will work with the business to identify areas for improvement and identify new requirements and work with Heads of Service to identify new and future developments and demand.
This post is part of the ICT Management Team.


Your responsibilities will include to:

  • Be responsible for overseeing end to end support and maintenance of the ICT service management tool within ICT and to NRW business customers working closely, when required, with 3rd party Hornbill.
  • Oversight of operational services to ICT customers, to the levels agreed in SLAs, ensuring the Service Management tool delivers value to the business.
  • Oversee and maintain the business relationships for allocated business areas of NRW utilising the Service Management tool.                  
  • Be responsible for the development and management of creative and valued Hornbill development meetings with the customers including Heads of Service.
  • Have oversight of all communication of ICT initiatives and changes to the ICT service Management tool to the customer.
  • Lead on the communication of customer changes in demand or requirements to ICT service management tool and
    be responsible for the operational and tactical management.
  • Oversee and produce detailed management information from the ICT service management tool for the business customer and ICT. Create and manage stats dashboard and reports -using Hornbill and PowerBI.
  • Collaborating with the development/project team and the Product owner to Design/build/test new process as part of the continuous service improvement
  • Work with the business customer and ICT teams, to improve the service management tool through, automation, integration, transparency, and utilisation of the CSI initiatives.
  • Play an important part in the development and delivery of the ICT Service Management tool in line with the ICT strategy.

Qualifications, experience and knowledge

Knowledge and experience of the following: 

  1. IT degree or equivalent experience. ITIL Foundation mandatory with extensive (three years) service management experience. ITIL professional Operations and or Transition qualification highly desirable.
  2. Extensive business experience and ability to build and maintain complex relationships. Experience of managing in a matrix management environment.
  3. Able and willing to communicate at all levels of business and ICT.
  4. Able to develop and maintain business relationships.
  5. Able to identify risks and issues and manage or escalate appropriately.
  6. Able to represent ICT strategies and initiatives coherently and confidently.
  7. Experience of development and administration of a Service Management tool.
  8. Experience of using reporting tools to create Statistical information

Welsh language requirements

Essential: Level 1 – able to pronounce Welsh and use basic phrases

Please note if you do not meet the level 1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.


Applications to this role will be assessed based on the following competencies, both at shortlisting and interview. Please give examples of how you demonstrate these competencies when completing your application form.

Essential Knowledge and Skills

  • Relevant substantial experience will have been gained from working in a number of different organisations or in different roles or functions within a single organisation.
  • Post holders are employed primarily for their advanced specialist/technical knowledge. The post holder will also need to be able to think strategically.
  • Post holder will demonstrate good mentoring skills.

Evaluation of Information

  • The post holder will analyse and interpret a wide range of complex information, extracting key points and communicating this to individuals at all levels, who may not fully understand the technical/ specialist nature of the information.

Decision Making and Autonomy Requirements

  • The post holder is responsible for making independent decisions based on input from line management and peers and an understanding of NRW policy considering the range of options available and their potential implications for the business. Post holders will be involved in the development of organisation policy and may contribute to the development of strategy.
  • The work may involve the management of large projects or smaller less complex programmes of work. Decisions may be made which lead to changes in established procedure/practice for dealing with issues within the post-holder’s area of work, and/or where the consequence of taking wrong decisions will have an adverse effect on the organisation in relation to its external stakeholders such as partner organisations, lenders, service users etc. 
  • Decisions may concern a broad range of matters and the outcomes of some decisions will not always be immediately clear or apparent. Problems encountered may also relate to the work of other parts of the organisation and could be variable and diverse. The impact of decisions made by the post holder is likely to be wider than the immediate function or department and is likely to be medium term.


  • There is a reliance on the specialist/technical knowledge and contribution of the post holder and their decisions and actions will influence others. The post holder will typically work across the organisation designing and/or managing a number of services and/or providing in depth technical/specialist expertise
  • The consequences of their decision making/ action will have a medium to long term impact internally or externally.
  • The post holder will be responsible for identifying and managing reputational risks.

Communication and Relationships with Others

  • The work will involve written and verbal communication and/or leading key projects, which will have a high degree of complexity requiring good communication and persuasive skills. This may also include facilitating and/or presenting at internal or external meetings, giving input and complex technical or specialist advice – including around legislative changes - and steering the direction of discussion or activities. There will be a requirement to foster and maintain good relationships and networks.
  • Post holders will produce moderately complex documents, reports, accounts, contracts etc. Content will contain advice, guidance or opinion which the recipient will act upon or use and which would have detrimental consequences if incorrect or poorly drafted.
  • Data and content may need to be sourced from multiple locations or sources, entailing external research and professional judgment in how such research should be interpreted. The impact of such documentation is likely to be generally longer term in nature.

Responsibility for Resources

  • Post holders will be responsible for the safe and legal use of equipment and data that they use to fulfil the requirements of their role.

Benefits of working for us

This role will offer a range of benefits, including:

  • Agile and flexible working (role dependent) 
  • Civil Service Pension Scheme offering employer contributions of 26.6% to 30.3%
  • 28 days annual leave, rising to 33 days
  • Generous leave entitlements for all your life needs
  • Health and wellbeing benefits and support
  • Weekly well-being hour to use as you choose

See full details for all the employee benefits you will receive.

How to apply

Please send a completed Application form to Applications@naturalresourceswales.gov.uk using the post number as the email reference

Before completing your application, please read our Guidance on completing a job application form

Application closing date 26 March 2023

Interviews will take place on week beginning 3 April 2023 through Microsoft Teams.

If you have any queries about the role, please contact Alison Jones at Alison.Jones@cyfoethnaturiolcymru.gov.uk

Natural Resources Wales embraces diversity and promotes equal opportunity. We recruit by merit on the basis of fair and open competition.

We welcome and encourage applications from groups currently underrepresented, including women, black and ethnic minority groups and people with a disability. We have a guaranteed interview scheme for candidates with disabilities who meet the minimum selection criteria.

We put the principles of human rights, equality, fairness, dignity and respect at the heart of our values.

Last updated