About the job

Job summary

The Department for Business and Trade (DBT) is the department for economic growth. The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support businesses to invest, grow and export, creating jobs and opportunities across the country

Job description

As an IT Service Manager, you will be working as part of a busy and dynamic team, you will ensure the overall IT service is in line with agreed service level agreements (SLA’s), that normal service operation is in place, and that the best possible levels of service quality and availability are returned and maintained, so our staff can continue their vital work within DBT and keep the department functioning at all levels. 

You will be responsible for ensuring that any incidents, problems, and changes within the IT Team of DBT are dealt with in a timely manner whilst ensuring great customer service.  You will also oversee our asset/license management process to ensure all assets/licenses are utilised and accounted for to ensure value for money. 

 Main responsibilities 

You will:

• Show accountability of adherence to agreed SLAs/OLAs, processes and procedures for assigned services and contracts.
• Be responsible for quality products and services that meet the needs of the business.
• Help to embed agile working practices and a digital by default culture across the department, by effectively engaging with a variety of stakeholders.
• Follow the processes to aid service continuity planning and support.
• Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements.
• Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users.
• Ensure that all technical change is communicated and managed, with appropriate governance

Person specification

It is essential that you have: 

• Managing third party suppliers, working to an agreed service level agreement, and escalating where appropriate. Attending or chairing regular service review meetings and holding the supplier to account for the service supplied. 
• Investigating problems, understanding impact of technical changes and opportunities in existing processes and contributing to recommending both tactical and strategic solutions to these. Works with stakeholders to identify objectives and potential benefits available.
• Identifying key users, stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships.     
• Service Focus - Seeing the bigger picture, investigating how to get the best of underlying services  
• Service Reporting - Producing the relevant reports to senior managers in a standard format in an agreed timeframe, providing supporting evidence if needed. Works with key stakeholders to discuss any changes or improvements in the reporting processes.

It is desirable that you have: 

• Possess broad technical understanding
• Can demonstrate the skill of continual service
• Have experience or understanding of asset management

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Things you need to know

Selection process details

As part of the application process you will be asked to upload a two page CV and complete a 750 word personal statement outlining how you meet the essential skills and experience listed above. You can use bullet points and subheadings if you prefer. Sift will be from week commencing 13/05/2024. Interviews will be from week commencing 20/05/2024 Please note these dates are indicative and may be subject to change. If there is a high volume of applications, we will sift looking at your personal statement only. You may then be progressed to full sift or straight to interview.

How we interview

At the interview stage for this role, you will be asked to demonstrate relevant Technical Skills and Behaviours from the Success Profiles framework. These are role specific and in line with the DDaT Capability Framework.

 Technical Skills

• Stakeholder relationship management
• Continual Service Improvement
• Ownership and Initiative
• Technical understanding

 Behaviours

• Managing a Quality Service
• Communicating and Influencing
• Seeing the Big Picture
• Changing and Improving

How we offer

Offers may be made in merit order based on location preferences. If you pass the bar at interview but are not the highest scoring you will be held on a 12-month reserve list in case a role becomes available. If you are judged a near miss at interview, you may be offered a post at the grade below the one you applied for. This role requires SC clearance. DBT’s requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. Failure to meet this requirement will result in your application being rejected and your offer will be withdrawn.Checks will also be made against:

• departmental or company records (personnel files, staff reports, sick leave reports and security records)
• UK criminal records covering both spent and unspent criminal records
• your credit and financial history with a credit reference agency
• security services record
• location details

More about us

This role can only be worked from within the UK, not overseas. If you are based in London, you will receive London weighting. DBT employees work in a hybrid pattern, spending 2-3 days a week (pro rata) in the office on average.  Travel to your primary office location will not be paid for by DBT, but costs for travel to an office which is not your main location will be covered.

You can find out more about our office locations, how we calculate salaries, our diversity statement and reasonable adjustments, the Recruitment Principles, the Civil Service code and our complaints procedure on our website.

Find out more about life at DBT, our benefits and meet the team by watching our video or reading our blog!

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.