About the job

Job summary

Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.

Digital, Data and Technology Services (DDTS) is the trusted team for digital across the entire Defra Group.

We have around 1,200 colleagues across DDTS and our ambition is to make it easier and faster than ever for people to interact with Defra. If you are ready to drive innovation and push boundaries, we want to hear from you. Join us and together we will create a great place for living, and a green and healthy future for all.

Find out more about DDTS:

Defra digital, data and technology blog

LinkedIn 

Defra Jobs 

Job description

The Group Infrastructure Operations (GIO) function within Digital, Data & Technology Services (DDTS) is currently recruiting for a Senior Service Manager to join our Supplier and Service Management and Service Reporting team.

Our team is accountable for the end to end delivery of business applications, end user and back end services and adherence to IT Service Management policies, processes and procedures. 

If you are passionate about delivering quality business support services that enable delivery of widespread digital change, we’d like to hear from you!

In Defra you will report to a Lead Supplier Manager and you will manage a specific set of services that are critical to the Defra business to ensure that day to day service issues are managed with a business focus.

Working as a Senior Service Manager at Defra means supporting delivery of digital services that handle some of the most pressing issues our society faces, including climate change, sustainability, biodiversity and farming. It also means taking accountability for issues that occur and being proactive in identifying and resolving potential problems. If necessary, you will liaise with stakeholders as to the business impact of an incident and share information with incident management colleagues. As well as working on meaningful projects, you can expect some great benefits such as a Civil Service pension with an average employer contribution of 27% and flexible working options such as condensed hours, part-time and flexi time.

Please note you might be expected to work out of normal hours and you could be on call for support and escalation duties.

Person specification

Responsibilities

• Owning the day to day performance of a specific set of services end to end, acting as the subject matter expert for all service related issues
• Represent the IT service management function with the business at a senior level for any live incidents or issues and act as an escalation point for business stakeholders
• Managing the service delivery of information and communication technology (ICT) services. They provide critical end to end service integration focus, working with suppliers, internal teams and customers to reduce process friction & ensure effective service delivery
• Working with business units, incident management staff, suppliers and internal resolver groups to ensure that Services are performant and available to the maximum possible and where there is a service interruption to represent the service to ensure that recovery is as swift as possible
• Supporting and maintaining a constructive customer relationship based on understanding the customer and their business drivers and anticipating their needs live service
• Supporting knowledge transfer for any new services for their area
• Identifying service improvements and contributing to the governance of supplier management, providing escalation and reporting routes for customers and suppliers

Skills and experience

• A strong IT Service management background with proven experience in dealing with large IT services and with IT Supply Chain, backed up by industry qualifications (ITIL) or equivalent experience and commitment to work towards qualification in ITIL Foundation
• Experience of management of services in a multi-supplier outsourced environment
• Excellent stakeholder management skills, comfortable in liaising with senior managers and executives
• A good understanding of the services provided, customer base and the components of the service
• A good understanding of the suppliers involved in the provision of the service and develop and maintain strong working relationships with those suppliers

Selection process

The Civil Service marks each element of the selection process on a merit basis. You can visit the gov.uk website for further information on the Civil Service rating scale.

Ensure you have tailored your CV and Personal Statement to the 'responsibilities' and 'skills and experience' section of the job advert by providing examples on how you are suitable for the role. We would recommend using the STAR method. 

For further information on STAR, you can check out our hints and tips document.

Application Process

As part of the application process, you will be assessed on your experience and will be asked to complete:

• A CV
• A 750-word personal statement: Referring to the 'responsibilities and 'skills and experience' sections of the job advert, please demonstrate how you are suitable for the role by providing relevant examples.

Further details around what this will entail are listed on the application form.

Sift

Sift will begin shortly after the advert closes.

Should there be a large number of applications, an initial sift will be conducted using your personal statement. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment or interview.

Interview

If successful at sift stage, you will be invited to interview where you will be assessed on Strengths, Technical Skills and the Behaviours listed below. 

Interviews dates are to be confirmed. Please note that these may be subject to change.

Interviews will be held virtually on Microsoft Teams.

For further information on Success Profiles, please use the links below and watch our videos on Defra Jobs.

Behaviours

Experience

Technical

Strengths 

Benefits

Alongside your salary of £52,120, Department for Environment, Food and Rural Affairs contributes £14,072 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, Strengths, Experience and Technical skills.

For further information on the selection process for this role, please refer to the person specification section of the job advert.

Location 

As part of the pre-employment process for this post, successful candidate(s) will be able to agree a contractual workplace from those locations listed in this advert. The agreed contractual workplace is then the substantive and permanent place of work for the successful candidate(s)

Where the location is ‘National’ the successful appointee should discuss and agree an appropriate contractual location in line with both Defra’s location policy and site capacity, prior to proceeding with pre-employment processes.

Successful applicants currently employed by the hiring Defra organisation for this post may choose to remain in their current contractual location or may choose tochange contractual location to one of those listed above. This should be discussed and agreed prior to proceeding with pre-employment processes.

The agreed amount of time spent at a workplace for this post will reflect the requirement for Civil Servants to spend at least 60% of their working time in an organisation workplace with the option to work the remaining time flexibly from home. Working time spent at a workplace may include time spent at other organisational locations including field-based operational locations, together with supplier, customer or partner locations. This is a non-contractual agreement which is consistent with common Civil Service expectations.

Travel costs to non-contractual workplaces will be subject to departmental travel and subsistence policies. Travel costs to contractual workplaces are the responsibility of the employee.

The successful candidate is required to carry out all their duties from a UK location and cannot do so from an overseas location at any time.

Defra includes the core department, APHA, RPA, Cefas and VMD.

Reserve list

A reserve list may be held for a period of 12 months from which further appointments can be made.

Merit Lists

Where more than one location is advertised, candidates will be posted in merit order by location. You will be asked to state your location preference on your application.

Salary 

New entrants to the Civil Service are expected to start on the minimum of the pay band. The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest.

Visa Sponsorship Statement

Please take note that Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

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 Government Recruitment Service via defrarecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
• Complete the “Assistance required” 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

Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Criminal Record Check

If successful and transferring from another Government Department, a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. 

Internal Fraud Database Check

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

Higher Security Clearance 

Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter.

All of these posts require the successful candidate to hold basic security clearance. Candidates posted to London may be subject to a higher level of clearance because of the security requirements for that location. Job offers to these posts are made on the basis of merit. Security vetting will only take place after the receipt of a job offer.

Childcare Vouchers 

Any move to Defra from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

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.