Senior IT Service Manager
Department for Business and Trade
About the job
Job summary
Let us tell you a little bit about the role…
As a Senior IT Service Manager, you will be working within a small team and reporting to the IT Service Management Lead, you will be responsible for ensuring the overall IT service is in line with agreed metrics and KPIs (Key Performance Indicators).
This role is available in seven UK locations and can only be worked from within the UK, not overseas. Most DBT employees will be working a hybrid pattern, spending 2-3 days a week (pro rata) in the office on average. Changes to these working arrangements are available in certain circumstances but must be agreed with the vacancy manager and in line with the requirements of the role and can only be discussed with successful candidates. 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.
Find out about life at DBT, our benefits and meet the team by watching our recruitment video, visiting our website or reading our blog!
Job description
Manage contracts for assigned service suppliers and ensure service is delivered in line with the agreed contract
Take accountability of adherence to agreed metrics and KPIs, processes and procedures for assigned service and contracts
Inform and advise on defining, designing, and refining necessary support models to include people, process, and technology in alignment with service management best practice
Support the collaborative, dynamic planning process - prioritising the work that needs to be carried out against the capacity and capability of the team
Manage and effectively engage with stakeholders across DBT
Follow defined processes, helping service continuity planning and support. Identify the information and systems that support critical business processes, integrity and confidentiality and then coordinate design, testing, maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity
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
Person specification
You will need to have demonstrable skills and experience of:
Implementing policies, processes or procedures and working within their boundaries
Identifying key users, stakeholders, and relationships, contributing to building and improving these relationships, possessing an ability to collaborate and communicate across teams and organisational boundaries
Experience of working with third party suppliers, involving working to agreed KPIs or SLAs and escalating where appropriate, within an IT environment
An analytical approach to problem investigation, understanding the impact of technical changes and recognising opportunities to improve and provide solutions
Providing written reports that clearly articulate service and/or supplier performance through executive summary, supported by fuller detail
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
Unless otherwise specified, all interviews are currently being held online. Please ensure that you check your emails regularly as all updates from us will be sent to you this way.
Sift will take place week commencing: 8th January 2024
Interviews will take place week commencing: 17th January 2024
Please notes these dates are indicative and may be subject to change.
As part of the application process you will be asked to upload a CV and complete a personal statement outlining your experience, skills and fit for the role.
At the sift stage for this role, we will assess your CV and personal statement against the essential skills and experience listed above, so please ensure these documents evidence these criteria. There is no limit on the personal statement, but we recommend writing around 750 words. You can use bullet points and subheadings if you prefer. As well as evidencing the criteria you should also touch upon why you're interested in DBT and in this role.
If we receive a high volume of applications, we will conduct a ‘short sift’ and read one element of your application. For this campaign a short sift would be conducted based on: Personal Statement.
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. A role-specific list of these can be found below.
There will be a technical element within the interview where you will be asked questions about your specific professional skills and knowledge relating directly to the job role.
We will assess you against these Technical Skills during this process:
Business Analysis
Service Reporting
Technical Understanding
Detailed explanations of each Technical Skill can be found on the DDaT Framework.
We will also assess you against the following Behaviours:
Working Together
Communicating and Influencing
Seeing the Big Picture
Managing a Quality Service
Reserve List
Appointments may be made to candidates in merit order based on location preferences. Candidates who pass the bar at interview but are not the highest scoring will be held on a 12-month reserve list for future appointments. Candidates who are judged to be a near miss at interview may be offered a post at the grade below the one advertised.
Further Information
If successful and transferring from another Government Department a criminal record check may be carried out.
The Department for Business and Trade embraces and values diversity in all forms. We welcome and pride ourselves on the positive impact diversity has on the work we do, and we promote equality of opportunity throughout the organisation. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Click through to apply and find out more.
Harmonised terms and conditions are attached. Please take time to read the document to determine how these may affect you.
Please note – the successful candidate will be expected to remain in post for a minimum of 18 months before being released for another role.
Any move to the Department for Business and Trade from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
New entrants are expected to join on the minimum of the pay band.
Reasonable adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should contact the DDaT Recruitment team before the closing date to discuss your needs.
Our recruitment process is underpinned by appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commission's Recruitment Principles. The Civil Service Code sets out the standards of behaviour expected of civil servants. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DBT by email: ddat.recruitment@businessandtrade.gov.uk. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment. Click here to download a PDF about the Civil Service Commission/Complaints.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
For further information and to apply please click the link to direct you to the advertisers website.
Security Clearance Details
All security clearances require you to provide evidence of your UK footprint where you have been physically present in the UK.
The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years.
Failure to meet the residency requirements will result in your security clearance application being rejected.
If you require SC clearance you will need to provide evidence of the below requirements.
Checks will 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
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
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.