About the job

Job summary

At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.  

Do you have excellent stakeholder engagement and communication skills?

Are you a confident leader with strong problem-solving skills?

Would you like the opportunity to contribute to the development and support of new DVLA IT services (ITS)?

If so, we would love to hear from you!

Job description

DVLA IT Services have undertaken a major transformation of our IT estate and organisation in recent years. We have a challenging time ahead, as we continue the transformation of our IT estate and the delivery of more digital services and technologies, utilising an in-house developed and supported set of services.

We work with groups within ITS to ensure that services are delivered effectively and efficiently, and according to agreed service levels, measures and processes.

You will work in a multi-skilled environment supporting customers and staff, sometimes in a technical capacity. You will allocate tickets based on data from the Service Now Incident Management tool, monitor closures, and provide monthly reports to the executive team. The role requires strong leadership with ability to manage and build capability. You will engage with stakeholders across various teams, prioritising workloads to ensure compliance with the service level agreements, and ensuring effective line management. Your role will include line management of 5 people. We will support you in developing line management skills if you do not have prior experience of managing people directly.

Aspects of the role include Desk side Support, Installation Moves and Changes, Build Lab Engineering and IT Stores management, meeting with stakeholders and other departments that frequently liaise with the End User Compute (EUC) team. This is a hands-on role requiring some level of technical knowledge with desktop, laptop, and mobile devices, customer/stakeholder engagement, analytical and problem-solving skills.

Please note, you will occasionally be required to work from other DVLA sites.

Responsibilities

Key responsibilities will include but are not limited to:

• Working with current EUC managers and teams to ensure our ability to meet the client side technical needs of more than 5000+ colleagues in a variety of locations
• Monitoring our Incident Management Tool and allocate work as appropriate to meet our Service Level Agreement targets
• Being an IT point of contact for colleagues
• Engaging with stakeholders
• Performance management

For further responsibilities please refer to the Role Profile.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidate to be able to work at least 29.6 hours per week. 

This role will be based in Swansea, and we will be operating a hybrid working model that allows you to work between home and on-site giving you greater flexibility about where and when you work, subject to business needs and this also allows for ongoing support, development, and collaboration with colleagues. 

Therefore, the expectation is that you will spend a minimum of 60% of your working time based at your principal workplace (DVLA). We would encourage you to discuss the working arrangements for this role with us during the recruitment process. 

Person specification

For this role were looking for a strong team player with excellent leadership and relationship-building skills. You will be confident taking ownership and making informed decisions. In addition to this you will have knowledge and skills in Office 365, Windows 10 and 11, and Service-Now or other incident management tools.

You will have fantastic communication skills, and be confident in communicating technical information to a variety of audiences.

You will have achieved or be willing to work towards ITIL V3 Foundation, and ITIL V3 Service Operations qualification. The DVLA will fund this qualification if you do not already hold it.

You will be required to travel to other DVLA sites in Swansea and occasionally Birmingham. A full UK driving license is required, and you must be comfortable driving a van.

You must be adaptable, and able to use your initiative to undertake work and make effective decisions with ability to problem-solve to find timely solutions. You will be able to work well under pressure, and used to restructuring priorities and delegating when the need arises.

This is a great opportunity to join a supportive, dynamic team. The technology we use and develop is used by everyone in the agency, and we have access to new technology which has been freshly developed and tested. We work with clients and policies that keep agencies secure, implementing changes to affect user staff on a daily basis. No two days here are the same, you will be involved with a range of challenges.

As well as the ITIL courses, you will be provided with training for current Microsoft changes, Apple administration training, Other training may be also identified that will enhance your role and we will support you with accessing these opportunities. You will work alongside third line technical engineers who will help you expand your knowledge and enhance your abilities. Some of our team have already progressed in their careers after engaging with them!

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues. 

Working for the DVLA Digital Team 

At the DVLA our work matters. We’re at the forefront of digital within government, providing new and improved services that are reliable, easy to use and offer value for money for our customers. With over 50 million driver records and over 40 million vehicle records, the opportunity to work at this scale is unrivalled across the region. Our services generate billions in revenue and make a difference to the lives of 9 out of 10 households in the UK. 

If you would like to read more about the great opportunities with the DVLA Digital Team then click here. 

Our people are transforming our digital services, head over to our DVLA Digital Services Blog to read about what we have been up to. 

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months. 

Benefits

• Best in class learning and development tailored to your role  
• An environment with flexible working options where we encourage a great work-life balance  
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues  
• Generous employer contribution of at least 26.6%, depending on rate of salary and chosen pension scheme 
• Digital communities with clear career frameworks 
• On-site gym plus personal training available 
• On-site nursery, restaurants and coffee bar  
• 25 days holiday, increasing by 1 each year (up to 30) 
• Free parking  
• Ability to buy and sell annual leave 

 Visit our careers website or to find out more about the great opportunities and benefits of working at DVLA. 

  

 

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.

How to Apply 

For this role you will need to submit a CV and personal statement of up to 1000 words. We need to understand how your skills and experience meet all the essential criteria for this role. You can use any part of your life to demonstrate your skills and experience, but it must be relevant to the role. You can refer to your work experience, education, hobbies, or interests. 

You can decide the best way to structure your personal statement. You may choose to address each of the essential criteria on their own. Or you can give one example that covers all the essential criteria we are looking for. Click here for further guidance on submitting your CV and personal statement. 

It is essential when submitting your personal statement that you provide as much detail as possible, within the word count, against the essential criteria outlined below as this will be used in conjunction with your CV to assess candidate suitability to move to the next round in the recruitment process. 

For your CV and personal statement, please provide detailed evidence of your experience of the following essential criteria: 

• Technical experience with Office 365, and Windows 10 and 11.
• Using Incident Management tools to identify and prioritise tasks.
• Utilising your problem-solving skills
• Working to deadlines as part of a Service Level Agreement

The sift is due to take place on 18th December 2023.

Interviews will be held week commencing 8th January 2024.

This interview will be conducted via a video interview, details of which will be provided to you should you be selected for interview. 

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates. 

If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done. 

The selection process will be designed specifically for the role. As a result, your assessment will include: 

•              An interview

As part of the Technical element of this role, you will be assessed against the SFIA framework. Please find the link here. 

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within. 

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.  

For further information on Success Profiles visit our Careers website. 

Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. 

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. 

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

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.