About the job

Job summary

Ensuring the success of new and evolving digital services 

Ofgem exists to ensure a safe, sustainable and affordable energy supply to the households and businesses of Great Britain. As the industry regulator, we promote the highest standards of customer care and work with industry partners to ensure that our energy system and supporting infrastructure is safe, resilient and sustainable. To be a smart regulator, fit for a future energy sector, Ofgem must also transform its own IT services, taking advantage of new technology to modernise working practises and find new solutions for the business. 

You’ll be at the heart of innovation and change in our organisation as you help with delivery of new services to the live production environment and coordinate resources to ensure they succeed. Offering wide exposure across Digital Services, this is a critical, cross-functional role liaising closely with project teams as well as the service desk and other IT support functions. Working at pace, and across diverse technology and projects, you’ll quickly enhance your profile and expertise.   

With a strong background in transition management, you’ll be looking for a step up to a larger and more challenging role. You’ll bring experience of collaborating with IT project managers to create and refine comprehensive service documentation.  This will include good knowledge of ITIL in either service design or transition. Quick to assess situations and confident about making decisions, you’ll ensure we plan and prioritise effectively. An in-depth understanding of Service Management Framework principles and processes is important, and you should also be familiar with a recognised project management methodology.

Ofgem relies on having a workforce that reflects the society we serve, so we welcome candidates from all backgrounds, and especially those from underrepresented groups. While this is a full-time role, flexible working patterns and job shares are welcome.  We will also support you with excellent training and development opportunities, plus a competitive benefits package.  

Job description

This role is responsible for ensuring the service design & introduction process are carried out for any new or changing services being delivered. This is achieved through planning and communication activities and involves working closely with projects and all areas of the business.  

The role is responsible for acting as the trusted advisor to Project Managers on the service design and introduction aspects of a delivery to the live production environment. You will be required to assist with project delivery by leading on the understanding of what the service support model should look like, what resources will be needed to support the solution and what the support requirements will be in terms of Service Desk, Application Support, Service Operations, and Release & Deployment Mgmt., as well as other stakeholders i.e., third-party vendors.   

The successful candidate will be able to work well under pressure within the project delivery space and be able to coherently communicate, constructively question and work independently on service design and introduction activities to fit business requirements.   

Person specification

Key Responsibilities 

• You will provide overall planning for service transitions and coordinate the required resources. In this role, you will be expected to control the product life cycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.  
• Own and run the transition process to ensure successful operation of new and changed services, including public/private cloud planning, service support modelling, vendor interaction/management, SLA design, KPI design, revision of operational processes, resolver group planning and other aspects required to ensure a smooth delivery into production and the appropriate quality of service thereafter  
• Define appropriate operational procedures to support and maintain the Service and negotiate with capability owners to identify process managers and owners  
• Capture and manage any risks to Service and ensure these are managed appropriately, ensuring  change management policies and processes are followed by  

Change initiators introducing new or changing existing services in production  

• Ensure that new IT assets and configuration items are identified and are captured, alongside side new supplier details and contractual commitments and are incorporated into service operating procedures  
• Ensure all individuals involved with planning, project, and change activities are aware of their roles and responsibilities within Service Design & Introduction Process  
• Ensure that all the key deliverables for acceptance into services are completed (SAC, Service Manual, SLA/OLA, ELS Agreement)

Essential Criteria 

• Proven track-record of operating in a transition management role (LEAD)  
• Experience of collaboration with IT project managers to create and refine comprehensive service documentation that contain service designs and support operational run books (LEAD)  
• Evidence of experience working in a similar ITIL role in either Service Design or Transition (or both)   
• Experience of make decisions, assessing situations to determine the importance, urgency, and risks, and make clear decisions which are timely and in the best interests of the organization  
• Service Management Framework knowledge. You have an in-depth understanding of Service Management Framework principles and processes and the ability to apply your technical knowledge in project or programme activities.  

Desirable Criteria 

• Understanding of different project management methodologies such as AGILE and Waterfall. 
• Service focus. You can maintain focus on the whole life of service delivery: from designing to developing to delivering and operating. You know how to ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.  

Benefits

Alongside your salary of £43,650, OFGEM contributes £11,785 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, Experience and Technical skills.

When you press the ‘Apply now’ button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications.  

You will then be asked to provide a 1250 word ‘personal statement’ evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the essential and desirable skills and capabilities. 

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.