Service Request Coordinator

London (Greater) Hastings
London - £34,330, Outside London - £30,131
03 Sep 2020
03 Oct 2020
Contract Type

We welcome applications from every part of the community and we don’t discriminate against any gender identity. We’re especially interested to hear from underrepresented groups in the DfT such as gender diverse, BAME, LGBT+ and disabled candidates.

Are you proactive individual, with a high attention to detail?

Do you enjoy working within a fast-paced environment?

Would you like the chance to identify opportunities to improve continual service for Digital Services at an organisational level?

If so, we would love to hear from you!

Job description

This is a Service Request Co Ordinator role that is fully embedded into the Department for Transport’s Digital Service team.

Our Digital Service, as the Centre of Excellence, will:
•Offer high performing, secure and innovative services.
•Grow our Professionalism.
•Build Relationships to achieve DfT’s objectives.
•Empower our people to meet user needs.

The Department for Transport's (DfT) Digital Service is a leading-edge government capability that provides digital, data and technology (DDaT) to our users. We were established in September 2017 and deliver a blend of services, primarily to our ministerial department.

DfT works with our agencies and partners to support the transport network that helps the UK’s businesses and gets people and goods travelling around the country. We plan and invest in transport infrastructure to keep the UK on the move.

The Digital Service team is tasked with owning, supporting and developing our delivery of digital services across the organisation. You will work closely with Digital Adoption Team, Digital Workplace Team and our service provider to support in the execution of digital adoption activities, roll-out of end-user devices and ensuring efficient collaboration, consistency and excellence in knowledge of our systems and services.


Reporting to the Service Manager Digital Support, the role will:

• Manage the day to day delivery of the service request service providing for the whole life cycle management of user accounts, groups and resources in response to requested service request submissions at an organizational, business and individual user level.
• Manage a software asset management service ensuring that administration of software assets is carried out according to industry and departmental procedures.
• Manage the administration and training of the IT Focal Point network across the department.
• Support the Senior Service Manager (Service Request Team) in the delivery of end-to-end digital services by means of cross-team coordination, collaboration and flexibility.
• Monitor and meet agreed service performance targets, creation of management information dashboards & reporting, assisting with resolution of operational incidents and problems.
• Work in collaboration with other service managers within the Digital Service to ensure a joined-up approach to Digital Service Delivery

About You

You will have experience in and be competent in the following areas:

• Able to analyse & resolve service delivery issues.
• Follow and/or contribute to the development of documented and automated processes / workflows.
• Monitor technology performance and identify opportunities to improve it through continual service improvement.
• Good written and verbal communication skills with a high attention to detail.
• Someone who is proactive and able to work in a fast-paced environment.
• Strong interpersonal skills and the ability to build effective relationships with colleagues across the organisation.
• Good organisational skills, with the ability to develop and implement effective administrative processes and the ability to manage own time and priorities effectively.

About us

Our mission at the Department for Transport is ‘connecting people and places’. Everything we do to achieve this is reinforced by our values:

• Confidence: to challenge, to take action, to innovate
• Excellence: in our professionalism, in our delivery, in our learning
• Teamwork: we are inclusive, we collaborate, we support each other

These values define the kind of organisation we want to be – delivering for today whilst being ambitious for tomorrow.

We embrace diversity and celebrate our differences. Everyone is involved in making DfT an inclusive and great place to work. We actively promote a flexible approach to working whilst giving our staff opportunities to maximise their skills and achieve their full potential.

We are different people, one team.

Find out more about what it's like working at the Department for Transport.

Currently this role will be a mixure of working from home and in the office. a few days a week


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

  • Managing a Quality Service
  • Communicating and Influencing
  • Delivering at Pace

Technical skills

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

  • SFIA 6 - Asset Management
  • SFIA 6 - Change Management


"Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits.

This includes:
- a generous annual leave entitlement,
- attractive pension options,
- flexible working,
- good career development opportunities,
- a variety of career paths,
- inclusive working environments and much more to support a healthy work/life balance."

Things you need to know Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.

We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

The sift is due to take place week commencing 14th September 2020

Interviews/assessments are likely to be held week commencing 28th September 2020

This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

If successful and transferring from another Government Department a security check may be carried out.

How to Apply

When considering applying please look at how your experience relates to the role, and within your CV and Personal Statement please provide detailed evidence of your experience of the following:

• Experience of working in an IT/Digital service delivery team.
• Experience of IT service management across the service lifecycle, familiar with ITIL principles.
• Experience in Service Delivery and Demand, and Operations Management.
• Experience of IT Service Management System (eg Service Now and Ivanti Service Manager etc)
• Experience in Windows 10 and Microsoft 365 Administration.

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. For further information on Success Profiles please click here.

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

The selection process will be designed specifically for the role. As a result, your assessment could include:

• An interview with one or more exercises

The interview may consist of a range of question types which could include questions about your strengths or how you would respond in any given situation, as well as specific examples of things you have done. You may also be asked to sit a written assessment or present on a particular topic.

Your interview may consist of a range of question types. These may include questions about:

• What energises and motivates you
• How you would manage situations relevant to the role
• Your previous experience
• Your professional skills and knowledge

Further Information

We have adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.

We may hold a merit list for up to twelve months. During this time, if a similar role is identified and you have been placed on the merit list you may be considered for the post. Within the merit list period, your application form and selection information may be shared across the department and its agencies.

Please see attached candidate notes for further information about our recruitment process.

We welcome applications from every part of the community and we don’t discriminate against any gender identity. We’re especially interested to hear from underrepresented groups in the DfT such as gender diverse, BAME, LGBT+ and disabled candidates.

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

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.

Due to Covid-19, there is less capacity to complete National Security Vetting checks. Vetting is being prioritised for staff either directly involved in the HMG Covid-19 Response or roles in a limited number of agreed high priority areas.

Therefore, in some instances, following successful BPSS pre-employment checks, the successful candidate may commence employment on the premise that NSV higher security checks will be conducted once normal service levels resume. Should NSV checks prove to be unsuccessful, an alternative role, not requiring NSV clearance, will be identified within the department.
If this is not possible the start date for some campaigns will need to be delayed until vetting has been completed.

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 Government Recruitment Service via 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.

Any move to the Department For Transport will mean you will no longer be able to carry on claiming childcare vouchers.

You will however have access to the governments Tax Free Childcare scheme.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code 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.

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.

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