About the job

Job summary

Do you have experience in leading IT support teams and providing onsite services on a large, national scale?

Are you able to manage delivery of IT Support solutions that require a high degree of planning, flexibility and collaborative working across multiple locations and stakeholders?

This role might be right for you.

DWP Digital has a vacancy in the User Support Services (USS), onsite and device deployment team.  The team operate to provide DWP colleagues consistent IT support at all our sites nationally. The team also act as a bridge between Digital project teams and USS to facilitate the delivery of workplace transformation and IT device refresh. Our onsite services offer our DWP colleagues an engaging support experience be it at our Tech Bars or via our teams visiting sites nationally. This role is key to developing our future strategy for onsite services and ensuring consistency of service nationally across all DWP sites.

The successful candidate will apply their skills in detailed planning, flexibility and collaborative working across USS, Digital and Service Delivery/Operational leaders.

USS lead, run and maintain effective and efficient 1st line support and VIP services, providing high quality, consistent Digital support services to circa 94k DWP colleagues.

Our services are delivered via an Omni channel support model that includes, Voice (Telephony), an On-line Portal (includes self-service incident logging, Catalogue Request, Knowledge search, Virtual Agent and Live Chat) and On-site Services (including Tech bars/On-Site support). 

Job description

Delivering successful outcomes in this role, the main responsibilities of the post holder will be to:

• Manage performance of the onsite/field service support services within their remit ensuring alignment to customer expectations, consistency of service and defined targets, and that relevant support functions remain responsive to customer needs.
• Define and manage mechanisms such as service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
• Act as an interface between Digital and third-party suppliers, monitoring compliance against SLAs & OLAs, through regular performance reporting, monitoring service level infractions, trend and forecasting analyses to inform service demand and quality.
• Contribute to the development, improvement and maintenance of policies, standards, and guidelines for the delivery of onsite/field service support services
• Coordinate activities and communications for major and business critical events.
• Consolidate Service capacity planning and forecasting based on multiple client requirements (provided by Demand Management) and report to senior leadership team.
• Establish and manage a programme of continual service improvements for onsite services including Tech Bars, ensuring these are aligned to quality management, risk management, security policies and procedures, etc. and the identified actions to maintain or improve levels of service are implemented.
• Ensure all change is communicated and managed, with appropriate governance.
• Act upon customer feedback for all onsite services and undertake analysis across all services, ensure complex issues are resolved enlisting support and escalating where appropriate to relevant IT service functions.
• Ensure value and quality is achieved for the end-to-end technology solution, support services and/or user experience of  onsite/field service support services.
• Owning stakeholder relationships and make sure that onsite/field service support services are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively to queries about onsite/field service support  design, policy, etc.
• Present confidently on all aspects of onsite and support services across a wider stakeholder group.

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Leading onsite/field service support services to provide a consistent support service and deliver high levels of customer satisfaction.
• Delivering confident and clear Leadership with the ability to implement and translate strategy into action.
• Practical application of knowledge of ITIL Service Management Framework, best practice & tools (e.g., ServiceNow).
• Working in a disciplined environment under pressure to meet challenging objectives and tight deadlines, delivering at pace and demonstrating adaptability & leadership.
• Building high performing teams through developing capability and creating an inclusive and collaborative learning culture which values diversity and encourages openness, approachability, and sensitivity.
• Strong stakeholder engagement, confident presentation and influencing skills within a large organisation and the ability to motivate others.

If you would like to learn more about the role, please contact Sam.Hackett@dwp.gov.uk

Benefits

• An employer pension contribution of up to 27% For further information please click here.
• Annual leave rising up to 30 days, (based on your working pattern).
• Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
• Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.
• An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. 

Salary Information

Pay for this role is from £40,201 to £43,347.

Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.

Location

Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.   

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed 

Hybrid Working

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home.  This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Things you need to know

Selection process details

Stage 1: Application

Your application will consist of three parts:

1. A Personal Details application form.

2. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.

3. Personal statement up to 1250 words. Further details around what this will entail are listed on the application form.

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria listed in Person Specification.

The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria. 

You will receive one combined score for both your Employment History/CV and Personal Statement, which will be provided in your Personal Statement score.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

Important Information

• You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form.
• Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
• If your employment history/personal statement contains any personal details your application will be withdrawn.

Stage 2: Interview

If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria.

Interviews will take place from Mid February. 

Further information:

Find out more about Working for DWP

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

A reserve list may be held for a period of 6 months from which further appointments can be made.

Reserve list candidates will be posted in merit order by location. 

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

For further information on reasonable adjustments, terms and conditions and how we recruit visit the How We Recruit, page

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.