About the job

Job summary

Would you like to use your IT service management knowledge, skills or technical qualifications to make a difference and help us deliver Defence operations, military capability and support?  

Would you like to gain a recognised qualification through fully supported training and development? 

Defence Digital provide digital and technology services to our Armed Forces, ensuring they can operate securely via radio, satellite, and the internet. Operating at scale, with an annual budget in excess of £2Bn and a diverse team of 2,500 colleagues, we're aiming to make our Armed Forces some of the most technologically advanced in the world. To do that we're growing our capabilities in disciplines like data science, automation and cyber security. If you can see yourself contributing to the world of Defence digital and technology, the next chapter of your career may be with us! 

This position is advertised at 37 hours per week. 

Job description

An IT service manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.   

The IT Service Manager role is responsible for supporting the service delivery of information and communications technology (ICT). This role is required to support the service management function of our IT Service Management (ITSM) tooling, to ensure proper integration with Defence Digital (DD) and to manage the service management delivery.  

Operational Service Management (OSM) are responsible for delivering the core Defence Service Centre (SC) management of the Service Integration and Management (SIAM) processes and providing Defence-wide ITSM tooling, ensuring that services continually meet their performance requirements and provide value for money to Defence.  

As an IT Service Manager, you will be part of the team responsible for ensuring the DD Tooling Service Provider (TSP) meets their contractual performance and availability targets for ITSM tooling. You will provide governance and oversight of the service, liaise with a range of stakeholders, both internal and external, and lead the onboarding of Managed Service Provider’s (MSPs) onto the DD ITSM Tooling suite, to facilitate Enterprise SIAM (ESIAM), which will standardise Defence’s Service Management tooling, processes and data interfaces.  

This is an exciting role, working in a fast paced and challenging environment and requires an enthusiastic, collaborative and flexible approach. You’ll need to be able to affect and inspire others to deliver change and use your experience of working with diverse stakeholders, relying on a strong service management and delivery background.  

You will need to be confident, analytical, articulate and able to use your initiative to deliver required outcomes successfully and in a timely manner.   

We have fantastic learning and development opportunities and we’ll provide training to gain an ITIL V4 qualification and/or support you in undertaking further learning and development opportunities, within your field and beyond.  

We are a multi-functional team, that works in a busy and exciting environment. Our team provides services across Defence and we’ve transitioned to a new supplier, so now is a great time to join us and become part of our journey!  

Responsibilities   

As an IT Service Manager, you will: 

• Manage a fully functioning multi-sourced service support team, with a customer-centric support approach across multiple locations, focused on service availability and performance 
• Ensure that all service and support functions remain responsive to customer needs 

• Ensure that the service catalogue and wider IT service operations knowledge libraries are maintained 
• Ensure that adequate reporting and service standards are met for your specific service
• Ensure that all technical change is communicated and managed, with appropriate governance
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function  

Responsibilities include: 

• Act as the Ministry of Defence (MOD) focal point for the onboarding to the DD ITSM tooling. 

• Ensure on-going compliance of the live service with policy and standards, as laid down in the contracts.   

• Contribute to service review meetings, escalating through the governance routes as required and highlighting shortcomings in Service Level Agreements or failing processes.   

• Identify risks and issues associated with the tooling live service and work closely with the tooling Service Provider, wider DD community and Users to identify and enact suitable mitigation plans.   

• Work with the TSP to identify, review and implement ways to improve the service delivery, to enhance user experience for the customer.   

• Liaise with customers to capture, monitor and manage requirements, understanding the impacts on DD tooling and coordinate with all stakeholders, to ensure that issues are understood and resolved appropriately.  

• Proactively participate in service transition meetings, working closely with personnel from DD project teams, providing live service input to help shape future service(s) ready for onboarding onto the OSM processes and tooling.   

• This position will have line management responsibility.   

• Dependent on the business need, there may be a requirement to travel to meetings within the UK 

Person specification

You will need to be confident, analytical, articulate and able to use your initiative to deliver required outcomes successfully and in a timely manner.  

This role requires experience in Service Management within an ICT environment, to be collaborative, assertive and technically knowledgeable, with excellent interpersonal and communication skills and a proven ability to develop, maintain and enhance relationships with a variety of internal and external contacts. 

If you have the following skills and experience, we would love to hear from you! 

• ITIL certification (training for ITIL V4 provided, if required) 
• Desirable BCS membership 
• Technical knowledge of digital service solutions and service delivery 
• Desirable previous experience in service management. 
• The ability to work collaboratively with internal and external partners on complex projects. 
• Excellent communication skills. 
•  The desire to continue to learn and develop as an ICT professional. 

SFIA skills: 

• Supplier Management 
• Service Level Management  
• Stakeholder Relationship Management  

This job role may be suitable for hybrid working, which is an informal, non-contractual and voluntary arrangement, blending a balance of attendance in the workplace (your permanent duty station which is based on business assessment of where the work is best done) and working from home as a personal choice (if the role is suitable for this).  If you are successful, any opportunities for hybrid working will be discussed with you prior to you taking up your post.  

Essential Criteria

1. Describe your experience of identifying and improving an IT service process and implementing the solution. 

2. Tell us about your experience of building and managing business relationships with stakeholders and working within a range of teams.

3. Describe your working experience in an IT Service Management role and the functions you undertook.

4. Provide an example of when you have engaged with users and/or stakeholders to collate evidence and create positive outcomes. 

Benefits

Alongside your salary of £35,290, Ministry of Defence contributes £9,528 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

This vacancy is using Success Profiles and will assess your Behaviours, Experience and Technical skills. 

To apply please complete the CV template provided on the CS Jobs dashboard. You will be assessed against your relevant, skills, knowledge and experience which demonstrates the essential criteria listed within this advert. 

All applicants will also need to provide a personal statement (max. 1250 words) and it is essential that this includes evidence of the following essential criteria. Each one will be scored 1-7 and make up part of your overall score to assess your suitability to be invited to interview: 

Interviews  

We’ll assess you against these behaviours and technical skills during the interview process: 

Behaviours   

• Seeing the Big Picture 
• Communicating & Influencing  
• Managing a Quality Service  
• Delivering at Pace  

Technical Skills  

• Continual service improvement 
• Stakeholder relationship management (IT operations) 

The Digital, Data and Technology Profession Capability Framework used in this vacancy can be found at: IT service manager - Capability Framework (ddat-capability-framework.service.gov.uk) 

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk  

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical.  

The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points based system. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn. 

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.