About the job

Job summary

We’re Ofwat, the Water Services Regulation Authority – a non-ministerial government department responsible for regulating the water sector in England and Wales. 

As the economic regulator of water and wastewater companies in England and Wales, our role is to enable, incentivise and hold companies to account for providing the very best for customers, communities and the environment now and in the future. We also oversee the markets in the water sector to ensure they’re working for customers.   

We’re seeking a talented and experienced IT Service Delivery Analyst (ITSDA) to join our IT team. The team sits within the Corporate Enablers directorate, alongside other vital core functions including Finance, HR, Procurement and Facilities. Our teams work across the organisation to provide effective corporate support for Ofwat to be a highly performing place; effective, efficient, and continually improving.

Job description

The Role

Reporting directly to the IT Service Delivery Manager, you will be responsible for ensuring IT Service Management policies and processes offered to Ofwat operations are consistent in approach, aligned to industry best practice standards and support Ofwat's operational strategic goals. You will have significant experience in being able to review existing processes and will be able to identify areas for improvement within them. Equally, where processes are not yet implemented, you should have the drive and vision to introduce them, engaging all relevant stakeholders as part of the process and as a wider commitment to our continual service improvement (CSI) approach.

You will need to be confident producing reports and working with data, as regular reporting will be key to identifying trends and areas of focus. The data will also be used to drive conversations with suppliers highlighting where contractual obligations are being met and where they need improvement. This role is heavily reliant on engagement and support from other areas internal and external to Ofwat, both technical and non-technical, so strong communication skills are also required.

Key Deliverables

In this role you will be expected to:

• Enhance our immature problem management processes using our new ITSM toolset, ServiceNow.
• Act as the interface between internal resolver teams, external service providers and end users for all IT Service Delivery related issues.
• Improve on existing ITIL aligned processes and create new ones, in support of CSI to operations including but not limited to: Problem Management; Service Request Management; Joiners/Movers/Leavers; Service Transition (On/Off boarding - BAU and Project); Demand/Capacity Management.
• Improve our existing Service Request (SR) process by identifying areas for enhancement to drive efficiency and allow for more appropriate responses to SRs dependant on their nature.
• Generate and provide a solution for the maintenance of the IT Product Catalogue. The catalogue should be constructed as to reflect the standard SDLC approach.
• Review and introduce a standard approach to IT Service On and Off boarding, covering both Project and BAU. This process should be built upon the existing Service Take On process, yet enhanced to auto interface into the IT Service Product Catalogue.
• Create an agreed process on IT Demand Management. This should act as a 'single point of entry' (pipeline) for Ofwat operations to make requests on IT resources. This process must have an output which can be 'overlaid' against current IT resource commitments.
• Maintenance of the IT area within the Ofwat Intranet, 'The Source' that all items and topics pertinent to IT Service Management (and the wider IT Team) are up to date and reflective of the function.
• Produce and share all relevant service reporting from ServiceNow both to the IT management team and to wider stakeholders across Ofwat in a timely manner.
• Work with Ofwat colleagues in the ongoing refinement of our Joiners/Movers/Leavers processes.
• Any other task, related to IT Service Management as directed by the IT Service Delivery Manager.

Person specification

To be successful in this role you will need the below essential attributes, experience, skills and knowledge:

Experience, skills and knowledge 

• ITIL qualified (V3 minimum) with a thorough understanding and working knowledge of the ITIL Framework. [Lead Criterion]
• Demonstrable service management experience within a fast paced, complex and evolving environment.
• A track record of working with industry standard service management tools, including ServiceNow.
• Proven experience engaging with both internal and external stakeholders, managing expectations effectively.
• Experience in problem and change management with the ability to identify underlying issues and coordinate effective resolutions.
• Strong analytical and reporting skills, including the ability to use data to inform decisions and make recommendations.
• Strong communication skills, both oral and written.
• A knowledge and appreciation of Agile ways of working.

Attributes 

• Champion and Leader of Change
• Builds Trust
• Adaptable Thinker
• Delivers Outcomes

Attributes as per Ofwat's Framework for Success for Senior Associate Band. You can read more about Attributes here.

Benefits

Why You Should Join Us: 

We are forward-thinking, creative, innovative and ambitious. We actively encourage autonomy, collaboration and innovation and we have a unique culture fostered by trust, flexibility and respect.

With us, your work matters, your voice is heard, and your impact is felt. Ours is a culture of trust, flexibility, autonomy, collaboration, and innovation. We all want positive change for water customers, the environment, and the future of water.  

But for us, change is more than what happens on the outside – we’ve always pushed boundaries internally, too. From becoming the first Civil Service organisation to achieve ‘Smarter Working’ status, to gaining our prestigious ‘Smarter Working Maturity’ award, we’ve consistently demonstrated our commitment to embracing innovative ways of working. We know our people do their best work when given freedom over where, when, and how they work. Which is why we trust them to do exactly that.  

You will also benefit from:

• Excellent employer pension contributions of 27% (for this role around £10,000 per annum).
• 27.5 days leave (25 days annual leave + 2.5 days privilege leave) increasing to max 32.5 days with each year of service), plus bank holidays
• Access to exclusive discounts on a variety of goods and services, including retail 
  outlets, theatre tickets, holidays, insurance, and a gym membership.
• Flexible working arrangements that suit your lifestyle.
• Fees paid for membership of relevant professional bodies.
• Up to 3 volunteering days per year.
• Generous shared parental leave and pay.
• Enhanced sick pay.
• Regular development opportunities.
• Health and wellbeing initiatives.
• Season ticket loan for home-to-office travel.
• Cycle-to-work scheme.

You can find out more about why you should join Ofwat, our strategy, values and our framework for success in the attached Information for Candidates Pack. 

Things you need to know

Selection process details

How to apply

Apply through the Civil Service Jobs website where you’ll be asked to create an account and complete an application form (CV). If you’re unable to make an online application, please contact recruitment@ofwat.gov.uk and we will support you in completing your application.

Please ensure you have submitted your application in full ahead of the deadline listed below. Unfortunately, we won't be able to consider late applications.

Selection timetable

• Closing date: 24 March 24
• Sifting: WC 25 March 24
• Interview date(s): WC 1 April 24

Assessment process

Sift Stage

At sift stage we assess your application against key essential skills, experience, and knowledge, listed in the professional requirements section above. 

In your application, please state clearly how your skills, experience, and knowledge meet the essential criteria. In the event of receiving a large number of applications, a pre-sift may take place on just the following lead criterion: 

•  ITIL qualified (V3 minimum) with a thorough understanding and working knowledge of the ITIL Framework.

Interview Stage

We will assess your Experience, Skills and Knowledge as well as Attributes (set out in the professional requirements section) at Interview Stage.

You can read more about Attributes in Ofwat’s Framework for Success.

As part of the interview process, we will require a short presentation. Further details will be provided to shortlisted candidates upon invitation to interview.

Please note that the interviews will be conducted in-person at our Birmingham office (7 Hill St, Birmingham B5 4UA).

If you have any queries about any aspect of this role, selection process, or you require any reasonable adjustments please email recruitment@ofwat.gov.uk.

Please read the attached "Candidate Information Pack" for details on terms and conditions.

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.