About the job

Job summary

Are you an energetic individual who is self-motivated and excels in interpersonal interactions?

In the capacity of Innovation and User Experience Manager, you will oversee both the User Services User Experience Program and the Information Technology Service Management (ITSM) function.

Your duties will include managing the Technology Services User Experience Program and collaborating with process owners to enhance the overall user experience. Additionally, you will be tasked with identifying and implementing innovative solutions within user support services to improve and automate interactions.

You will also assist the Head of User Services in managing contracts and owning the product for the ITSM platform and service experience tool, ensuring its continuous development and enhancement to deliver cost-effective results for the organisation. Your oversight will extend to substantial, intricate projects and solutions as part of the ITSM platform’s evolution, guaranteeing that it contributes positively to the agency’s strategic objectives.

Job description

You will:

• User Experience - Delegated ownership and management responsibility of the User Experience Improvement Program.
• Product Ownership of the ITSM Platform - Assure the suitability of ITSM platform solutions.
• ITSM Strategy - Responsible for the development, implementation, and improvement of the IT Service Management (ITSM) platform strategy.
• Leadership - providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.

For further information please see the attached Role Profile.

Additional Information

This role can be based in Bristol, Swansea, Nottingham or Newcastle, your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this. 

Person specification

We are looking for individuals who have:

• Strong communication skills both oral and written, with significant experience of coordinating and engaging extensively with multiple stakeholders at all levels.
• Experience in an IT Service environment.
• Self-motivated and pro-active, with the ability to remain calm under pressure.
• Experience of creating and implementing processes, monitoring effectiveness, and driving process improvement.

There may be an element of travel associated with this role to other DVSA offices, with some infrequent overnight stays.

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

About Us 

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. 

 

We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles. 

We’re working hard to:  

• Make roads safer.
• Improve services for our customers.
• Make road transport greener and healthier.
• Harness the potential of technology and data.
• Grow and level up the economy.

We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society. 

We pride ourselves as being an employer of choice and welcome and encourage applications from everyone, such as ethnic minorities, women, disabled people and those who identify as LGBT+. 

To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.  

Benefits

• An environment with flexible working options where we encourage a great work-life balance.
• Exceptional pension with an employer contribution of an average of 27%.
• Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30.
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Latest IT and Tech devices.  
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues. 
• Excellent learning and development tailored to your role including paid apprenticeships up to Masters level.
• Wide range of discounts schemes on high street names.
• Employee assistance program for health and wellbeing. 
• Cycle to work scheme and Gym membership offers.
• For more information see visit our careers page.

 

Things you need to know

Selection process details

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

How to Apply  

Thinking of starting a career with the Civil Service? Come along to one of our events and find out more about DVSA and How to Apply on the 16th May @17:30. Click here to register. 

As part of the application process, you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

You will need to provide your CV and a Personal Statement (1250 words).

Please structure your Personal Statement (1250 words) to provide detailed evidence of each of the following: 

• Significant experience of coordinating and engaging extensively with stakeholders at all levels with strong communication skills both oral and written.
• Self-motivated, proactive, with the ability to maintain composure in high-pressure situations.
• Experience of creating and implementing processes, monitoring effectiveness, and driving process improvement.
• Experience in an IT Service environment.

Sift & Interview Dates  

The sift is due to take place w/c 20th May 2024.

Interviews are due to take place w/c 03rd June 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.  

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

• An interview.
• A presentation / exercise.

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

The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate 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.  

You can read more about Success Profiles here. 

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. 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.