About the job

Job summary

The Opportunity 

The Parliamentary Digital Service (PDS) works with the House of Commons, the House of Lords, and Parliament staff on their IT and digital needs. 

At the Parliamentary Digital Service, we’re transforming the way Parliament does digital. We’re responsible for the digital output of all parliamentary services. We think it’s important that everyone can access and understand what’s going on in Parliament. Our goal is to bring together the public, Parliament Members, and Parliamentary staff to inform, engage, support, and communicate through one, unified digital core – PDS. 

The role of the Service Delivery Manager is a key role in the Workplace Management Service Team within Information Systems and reports into the Head of Integrated Workplace Management Service.

As the Service Delivery Manager you will be responsible for the successful day-to-day delivery of any new requests or technical enhancements of the Integrated Workplace Management System (IWMS). You will lead the technical team, ensuring that they work in an efficient way, delivering high quality work, on time, and to brief. In addition to this, you will maintain strong stakeholder relationships and can act as an effective conduit between technical staff and non-technical stakeholders.

What You Need

• Demonstrable experience in managing IT lifecycle and continuous improvement driven delivery, utilising knowledge of different methodologies (e.g. Waterfall/Agile/Hybrid) to achieve positive outcomes and overcome delivery challenges.
• Experience of leading and motivating a technical team to deliver objectives in a changing environment, while upholding the values of equality, diversity and inclusion.
• Excellent planning and organisational skills and able to prioritise to meet deadlines and manage fluctuations in workload whilst managing multiple workstreams
• Strong interpersonal skills with proven ability to establish positive working relationships with a diverse range of stakeholders, effectively communicating between technical and non-technical staff.
• Strong customer service and communication skills, self-reliant, confident and decisive with experience in service delivery and the ability to work with senior stakeholders, 3rd party vendors, manage potential conflicting priorities and changing goals.
• Experience of working with Integrated Workplace Management Systems (IWMS) or Computer Aided Facility Management (CAFM) systems and their use to support the delivery of business outcomes and benefits (Desirable).

Job description

Service Delivery

• Responsible for the delivery of new requests, change requests and continuous improvement initiatives as well as overall lifecycle management of the IWMS on time, within scope and within budget. Develops, agrees, maintains and delivers on the products roadmap.
• Oversees agile ceremonies such as stand ups, backlog refinement, retrospectives. Manages roadmaps and backlogs for the IWMS that are clear and effectively prioritised to help coordinate the technical delivery team.
• Maintains delivery momentum through solving issues, unblocking problems, managing dependencies and ensuring colleagues are working towards delivery commitments. Drives outcome-focused delivery, challenging and improving processes where they impact on the pace of the team’s work.
• Co-ordinates work with other digital teams in supporting the lifecycle management of the solution where necessary. This could include; patching, upgrades, data migration, management of users and permissions, maintaining security accreditation, certificate renewals, resolving data integration issues.
• Ensures the team follows established digital management and support processes. Sets targets and ensures that service performance is monitored and maintained to high levels of quality, standards and operability. Ensures that detailed metrics and records are kept, and that appropriate action is initiated and followed through.
  Service Governance  
• Supports the management of any necessary procurement and commercial activities required, including providing assurance on the management and planning of technical resources, finances, timelines, and dependencies.  
• Supports the Head of Integrated Workplace Management with wider organisational governance and assurance processes, e.g. responding to Requests for Information as well as contributing towards business case creation for new initiatives.
• Applies good supplier management and ensure that contracts for support and maintenance are in place and functioning as agreed contractually, taking responsibility for their delivery and performance.

Stakeholder Relationships 

• Builds excellent collaborative relationships with key internal stakeholders and external suppliers. Communicates with a diverse audience that includes listening to, interpreting, and managing the needs of technical and business stakeholders, and facilitating difficult discussions within the team to ensure delivery momentum is maintained.

People Management 

• Leads the Workplace Management technical team, ensuring they are motivated, collaborating and working well. Coaches team members in applying the most appropriate IT delivery tools and techniques, facilitating continuous improvement.

The above list of key responsibilities is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and banding of the post.

Person specification

Criterion 1

Strong customer service and communication skills, self-reliant, confident and decisive with experience in service delivery and the ability to work with senior stakeholders, 3rd party vendors, manage potential conflicting priorities and changing goals.

Criterion 2

Experience of leading and motivating a technical team to deliver objectives in a changing environment, while upholding the values of equality, diversity and inclusion.

Criterion 3

Excellent planning and organisational skills and able to prioritise to meet deadlines and manage fluctuations in workload whilst managing multiple workstreams

Criterion 4

Strong interpersonal skills with proven ability to establish positive working relationships with a diverse range of stakeholders, effectively communicating between technical and non-technical staff.

Criterion 5

Demonstrable experience in managing IT lifecycle and continuous improvement driven delivery, utilising knowledge of different methodologies (e.g. Waterfall/Agile/Hybrid) to achieve positive outcomes and overcome delivery challenges.

Criterion 6

Experience of working with Integrated Workplace Management Systems (IWMS) or Computer Aided Facility Management (CAFM) systems and their use to support the delivery of business outcomes and benefits (Desirable).

Benefits

Please refer to our Candidate Information Pack for a full list of our benefits which include:

up to 35 days annual leave in addition to bank holidays
generous maternity pay policy up to 6 months full pay
great pension scheme options (contributory and non-contributory)
on-site subsidised gym, nursery, catering, post office, travel office and GP
flexible options including hybrid working and family friendly policies

Things you need to know

Selection process details

How To Apply

Please make sure you're clear on the requirements of the role. These can be found in the Job Description and Candidate Information Pack. You will need to upload a CV and show how you meet critierion 2, 3, and 4. Our application process is anonymous, so please remove any personal information from your CV.

Apply By: 8th May 2024 at 23:55

Interviews: W/C 20th May

Format: Panel Interview (Remote)

Our Culture

For our people, we provide an amazing opportunity to bring their talents to an institution that sits right at the heart of society in the UK. We are helping to change UK Parliament and strengthen democracy. What matters here is your potential for growth and your commitment to playing your part in our ongoing success.

We are passionate about providing an environment which promotes inclusion, diversity and equality. Regardless of your age, gender, ethnicity, beliefs or any of the other things that make you, you. We welcome applications from people who feel under-represented in the workforce. This includes those who may feel disadvantaged because of their socioeconomic circumstances.

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 counter-terrorist 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

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.