About the job

Job summary

Do you have the technical expertise and customer service skills to deliver outstanding IT support services for a world leading organisation?

The Competition and Markets Authority (CMA) is one of the world's top competition and consumer agencies. The CMA is looking for an IT Operations Manager who will deliver outstanding IT Services by embedding ITIL and equivalent service management processes and procedures within Business Services Teams, applying them in a multi-cloud and mixed supply side environment.

About the CMA

We help people, businesses, and the UK economy by promoting competitive markets and tackling unfair behaviour. Our work is wide ranging, ambitious and often new and challenging.

You can read more about working at the CMA in our candidate pack

Job description

This role is to oversee the day-to-day service provided by the ICT Service Management team and ensure that an efficient, high quality IT service request, incident management, asset management, problem resolution, desktop support services are provided to CMA’s 1000 users across HQ and all our branch offices.

The role holder will be responsible for implementing and managing the ITIL processes for service operations management and service improvement. This post reports to the Business Solutions Lead who is responsible for delivery of all IT services and projects.

Person specification

It is essential that you can provide evidence and examples for each of the following selection criteria in your application. If you do not meet the lead selection criteria in your application, the panel will not be required to score your application against the remaining essential criteria of the role.

Essential:

• Successful candidates should hold ITIL Expert Qualification OR be working towards it, ideally holding ITIL Intermediate qualifications in the Service Operations, Service Improvement and OSA modules (lead criteria)
• Strong user support experience / customer service focus and understanding of IT Asset and Supplier management (lead criteria)
• Proficient level of experience with CAB/Change management procedures and acceptance into service and practices
• Demonstrable experience in overseeing a service desk effectively managing, developing, coaching a team of Service Desk Analysts
• Experience of providing management reports and performance improvement initiatives
• Proven working knowledge of Service management tool sets including those used in the Cloud / SaaS and O365 expertise.

Benefits

Alongside your salary of £57,100, Competition & Markets Authority contributes £15,417 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 and Experience.

As part of the application process you will be asked to complete a CV, personal statement and an online application form. Further details about application requirements are listed on the application form.

Please note that it is essential that your personal statement is aligned to provide evidence that you have the knowledge and experience for each of the following selection criteria (as included on the role profile and listed above under 'Person Specification') in your application.

The selection process will comprise of the sift (CV & application review) and an interview. Arrangements for the interview will be enclosed in the invitation. 

Please note that interviews will be held on Microsoft Teams.

The role will close 11:55pm Monday 29th July 2024.

The sift will take place between 30th July and 01st August 2024.

If your application is successful, you will be invited to attend an interview. You will be notified via email to log-in to your Civil Service Account and book your interview slot. You will be sent an email with full details of your arrangements for interview.

Interviews will be held week commencing 12th August. There is 1 interview stage for this role. .

The interview will be a 45-60 minute panel interview where you will be asked questions based on the Behaviours, Experience and Values outlined in the role profile.

Reasonable adjustments

We want to make sure no one is at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should 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.  You can also email recruitment@cma.gov.uk.

For example, you may need wheelchair access at interview, or if you are deaf, a Language Service Professional. You might also require additional time to complete a timed assessment or a sign language interpreter to support with the relaying of information.

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.