About the job

Job summary

From energy to security, health to human rights, we help the Government deliver life changing law for citizens.

The Government Legal Department is the largest provider of legal services across government, working on high profile matters that are frequently scrutinised in Parliament and the media. Our work includes:

• Developing and drafting legislation
• Providing legal advice on policies
• Securing our economic and trade relationships
• Ensuring value from commercial contracts worth billions of pounds
• Providing the Civil Service’s employment law advice

We are at the heart of delivering the Government’s priorities and our success depends on our people.

GLD is a non-ministerial government department, sponsored by the Attorney General. We are headed by the Treasury Solicitor, our Permanent Secretary and employ nearly 3000 people, including over 2000 legal professionals. Our offices include London, Leeds, Bristol, Croydon and Manchester as well as overseas. We provide specialist legal services including Litigation, Employment and Commercial Law as well as advising most Government Departments on the policies and services they deliver.

GLD also depends on a range of vital corporate services. These are essential to the smooth and efficient running of the Department and provide the foundation to enable GLD to deliver outstanding legal services. Our corporate functions include Strategy, HR, Finance, Digital, Data and Technology, Communications, Security, Commercial and Project delivery. 

Our vision is to be an outstanding legal organisation and a brilliant place to work where everyone can thrive and fulfil their potential. This is an exciting time for GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies the Modern Civil Service.  

To find out more about what we do visit the Government Legal Department’s webpage or have a look at this short film which showcases the breadth of work government lawyers and legal trainees are involved in.

Job description

The Digital, Data and Technology Profession

This is an unprecedented time for digital, data and technology specialists as government harnesses digital technologies, skills and tools to transform public services. There have never been more opportunities to work collectively and creatively as a profession to respond to the changing needs and expectations of millions of people and deliver services that are simple and easy to use.

The digital, data and technology profession comprises 15,000 colleagues across government, and is rapidly scaling up nationwide in line with our strategy.

In your capacity of Technical Operations – Service Desk Manager at GLD you will join a network of digital, data and technology professionals that has developed into an essential forum for co-ordinating and driving transformation across government.

With your senior colleagues from other government departments, you will set standards and maintain a shared vision to deliver transformation. You will share best practice and drive collective efficiencies wherever possible; support and guide our cross-government programmes to build digital, data and capability; and make government a destination of choice for digital, data and technology professionals.

 And you will be a role model and a relentless champion of government as a place where everyone can thrive and where diversity can flourish; a place that reflects the public we serve.

The potential to shape our society’s future is enormous and our purpose is to ensure the profession is equipped and inspired to deliver real, meaningful change for users; to do the work of transformation that makes government work better for everyone.

Find out more about the Digital, Data and Technology Profession on GOV.UK

The Role

We are building a Digital, Data and Technology (DDaT) enabled organisation at GLD and will be at the forefront of government by showcasing best practice when dealing with data, digital and technology. Our more modern, insight-driven, innovative approach to DDaT will provide outstanding experiences at the right cost, quality and pace for the whole of GLD and ensure staff and wider government clients receive a top-quality and cost-effective digital & technology service.

The role of Technical Operations – Service Desk Manager will report into the Service Delivery Manager and will support GLD to grow and transform into a digital business through delivering digital value and outcomes. It will support the renovation of DDaT, accelerate change and orchestrate our Digital, data and technology management. GLD requires a consistent and strategic approach to the application of DDaT across the organisation, and DDaT needs to provide a consistent, transparent and efficient approach to the way that it delivers value to the business.

Customer service management. You can manage customer service functions, including responding to issue reports, information requests and access. You can use the results of customer satisfaction measurements to improve services. You have a successful relationship with customers.

Service reporting. You can take management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.

Continual service improvement. You can identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

Ownership and initiative. You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.

User focus. You understand users and can identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users.  You put users first and can manage competing priorities. 

Relationship management.

You can identify, analyse, manage and monitor relationships with and between stakeholders. You know how to clarify mutual needs and commitments through consultation and consideration of impacts. For example, you know how to coordinate all promotional activities for one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier. By helping the customer, you can ensure that maximum benefit is gained from products and services.

Strategic thinking.
You can take an overall perspective on business issues, events, activities and discuss their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities.

Technical understanding. This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.

Person specification

Behaviours

Below are details of the Success Profiles that make up this role.

You will be expected to provide evidence to show how you meet the criteria at interview and/or selection stage.

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service (lead behaviour)
• Seeing the Big Picture
• Leadership
• Communicating and Influencing

 Experience

• Recognised qualifications, professional certifications, or practical experience in a digital and related technology field, digital transformation programmes.
• Practical experience on working with legal IT systems, financial systems and ServiceNow.
• Practical experience of Monitoring and managing a Legal Desktop Support, IT Service Desk, and VIP support functions to ensure optimal service.

Civil Service Code

The Civil Service Code sets out the standards of behaviour expected of you and other civil servants. These are based on the core values which are set out in legislation. As a civil servant, you are expected to carry out your role with dedication and a commitment to the Civil Service and its core values of:

• ‘integrity’ is putting the obligations of public service above your own personal interests
• ‘honesty’ is being truthful and open
• 'objectivity’ is basing your advice and decisions on rigorous analysis of the evidence
• ‘impartiality’ is acting solely according to the merits of the case and serving equally well governments of different political persuasions

These core values support good government and ensures the achievement of the highest possible standards in all that the Civil Service does.

For further information about Civil Service recruitment processes and Success profiles, please visit: https://www.gov.uk/government/publications/success-profiles

Benefits

Alongside your salary of £40,898, Government Legal Department contributes £11,042 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 and Experience.

Application

Applicants must apply online via CS Jobs: www.civilservice.gov.uk/jobs. (Reference 344422) by 12:00 PM Midday / Noon on Monday 25th March 2024. At application stage, candidates will be asked to submit a name blind CV stating your job history, qualifications / previous skills and experience which will be scored and assessed along with behaviour statements to demonstrate how they meet all of the essential criteria. Please note, each statement of suitability is limited to 250 words each (totalling to 1000 words).

The essential criteria, as referenced above, are:

• Managing a Quality Service (lead behaviour)
• Seeing the Big Picture
• Leadership
• Communicating and Influencing

Your application will be sifted by a GLD panel. Should we receive a high number of applications then we may only sift on the lead behaviour and CV. If your application progresses to a full sift, all behaviours will also be considered.

Selection Process

After the closing date, the appointing panel shall assess candidates’ suitability for the role based on evidence provided in their application against the behaviours and experience outlined in the person specification.

Interview

Should you be successful in being invited to interview, you will be assessed on your performance in all essential criteria as listed in the Person Specification, alongside strength-based questions. Candidates invited to interview will be given further information on the day and time to prepare.

• Behaviour: Managing a Quality Service (lead behaviour)
• Behaviour: Seeing the Big Picture
• Behaviour: Leadership
• Behaviour: Communicating and Influencing
• Experience

Feedback will only be provided if you attend an interview.

Interviews will take place face to face at our 102 Petty France, London office, full details of the interview format will be provided to shortlisted candidates prior to interview. The timeline later in this pack indicates the date by which decisions are expected to be made, and all shortlisted candidates will be advised of the outcome as soon as possible thereafter.

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.