About the job

Job summary

We are in the process of expanding our Service Management capability and are looking for an experienced IT Service Manager to manage our SLAs with the Business and interact with Service Owners, provide them with reports detailing the performance or out IT Services and ensuring that we continually monitor and improve our service offerings.

The role sits within our Service Delivery Team for which Incident Management, Request Management, Change Management and Service Transition reside. The Service Manager will work alongside these functions who's focus is on delivering a quality service to the business.

We pride ourselves in keeping our teams up to date with the latest technology, providing opportunities to learn and develop in keys areas to help you progress in your career. You will work alongside some extremely knowledgeable colleagues from whom you will learn and add to your experience in within Technology Operations.

The United Kingdom Hydrographic Office (UKHO) is a world-leading agency providing the most comprehensive range of marine geospatial information across the globe. This information is supplied to commercial shipping, defence navies and maritime organisations for the primary purpose of safe navigation and global trade efficiency. It also supports other marine activities including economic development, environmental protection, resource exploration and utilisation, scientific research and security and defence.

To find out more about work and the organisation follow these links:

https://medium.com/uk-hydrographic-office

https://twitter.com/UKHO

https://ukhodigital.blog.gov.uk/

https://www.gov.uk/government/organisations/uk-hydrographic-office/about

 

Hybrid Working:

There will be opportunities to work in a hybrid way. Attendance in the office is required in accordance with business needs, which is likely to be a minimum of 2 days per week in the office as agreed with your line manager. For the first couple of weeks this is likely to be higher than 2 days a week.

Job description

You will:

• Define, monitor, and enforce SLAs for IT support Services.
• Ensure that service targets are met or exceeded.
• Ensure SLAs are aligned with business objectives and customer expectations.
• Identify areas for improvement and implement necessary changes.
• Evaluate vendor performance and make suggestions for contract improvements.
• Update ALM tools with changes to existing Services and configuration items.
• Working with Supplier Manager in managing under-pinning contracts in support of the service.
• Defining & holding Service Review Meetings.
• Act as an escalation point for customer complaints and managing those complaints through to a successful conclusion.
• Act on feedback from customers to identify and address short-term issues but also to feed in improvement opportunities to the continual improvement cycle.
• Working with the Service Operations Manager to help with MI Management.
• Acceptance of new services into BAU support.

Person specification

As our IT Service Manager you will have:

• Significant experience in a Service Management role
• You must have, or be working towards, ITIL V4 Foundation.
• Expert knowledge in Service Management across large and complex technology estates working with Enterprise level services. Understanding the complexity of the technology estate and the dependencies of individual services on others.
• A proven relevant work experience in a Service Management role, negotiating SLAs with customers, monitoring SLAs and conducting Service reviews with Service owners and putting in place corrective actions if SLAs not met.
• A proven track record of working with Industry Standard service management tools, updating service methods to improve overall efficiency
• You must be capable of planning their own work to meet objectives

Benefits

At the UK Hydrographic Office, it's very important to us that our people feel valued.  

We offer a huge range of benefits such as training and development, well-being support, flexible/ homeworking, a fantastic state of the art building, high spec equipment, and so much more.  

See our attached Candidate Information Pack for more details. 

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:  

When you click "apply now" you will be asked to attach your anonymised CV along with a statement of suitability of up to 500 words showing how you meet the person specification in the advert.

Timeline:  

• Advert Closes for applications: 04/03/2024
• Shortlisting: week commencing 04/03/2024
• Interviews: week commencing  18/03/2024

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

Pre-sift Criteria:

• You must have, or be working towards, ITIL V4 Foundation.

Sift/Shortlist Criteria:  

All applications are processed anonymously. You will be short-listed against the following criteria: 

Experience/Technical: 

• Significant experience in working in an IT Service Management role - Lead Criteria 
• How your experience matches the person specification in the advert

If the panel receive a large volume of applications, an initial sift will be completed on the lead criteria. 

Interview Criteria:  

You will be interviewed against the following criteria: 

Civil Service Behaviours (Level 3): 

• Communicating and Influencing
• Managing a Quality Service
• Changing and Improving
• Working Together

Experience/Technical: 

• How your experience matches the person specification in the advert

See here for further information: Success Profiles - Civil Service Behaviours (publishing.service.gov.uk) 

Process:   

• Single Stage Interview via MS TEAMS. You will be contacted to book a suitable slot if you are shortlisted (see our Candidate Pack for further information) 
• Interview will be with a panel of no more than 3 people and will last approx. 45 mins 

Onboarding Checks:  

In the event you are offered a role with us, you will be required to go through Basic Personnel Security Standard (BPSS) checks which will include Employment and Right to Work Checks. You will also need to apply for SC (Security Clearance), but you may be able to start your role before gaining this. Please see our attached Candidate Pack for further details and Terms. 

Please note, we are unable to offer visa sponsorship.

Residency Requirements

SC – non reserved: This is a Ministry of Defence non-reserved post and although open to UK, British Commonwealth and European Economic Area nationals, successful applicants will require a security clearance (SC) and therefore need to have resided in the UK for a minimum of 12 consecutive months within the last 5 years 

Eligibility 

Due to the secure nature of our work, there may be eligibility restrictions if you hold dual nationality or are not a British Citizen. We will consider each application on a case-by-case basis. We will ask you in our application form to confirm your place of birth and details of any dual or previous nationalities. 

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.