IT Service Delivery Manager (Digital Workplace) - Flexible Working Available

Hastings, East Sussex
£29,832 to £32,367 (Hastings) / £33,990 to £36,880 (London) 
03 Jun 2019
03 Jul 2019
Full Time
Contract Type

Job description

Can you help us shape and deliver the Department for Transport's exciting new Digital Service? 

Do you want to play your part in ensuring we are making the most of digital, data and technology in moving Britain forward? 

Do you have experience of managing IT Services and suppliers? 

If so, we want to hear from you. 

We are looking for an IT Service Manager (Digital Workplace) to join our Digital Services Team. You will lead and provide support for one or more IT services or products and provide a significant contribution to the delivery of end-to-end digital services by ensuring that all processes are carried out to ITIL standards, that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams, and by liaising with all other IT service functions to make sure that services are maintained. 

This is a people centred role and will typically suit individuals with good interpersonal skills. 

You will be actively involved with the Senior Service Manager (Digital Workplace) and have the chance to create positive working relationships across the Department for Transport's Digital Service 

Role Responsibilities include but are not limited to; 

• IT Service Management - operating, managing & providing support (including technical support & Incident management) for one or more products or services. 
• Supporting the Senior Service Manager Digital workplace in the delivery of end-to-end digital services across the service lifecycle, by means of cross-team coordination, collaboration and flexibility, avoiding technical silos. 
• Contributing to the design of, and agreeing, quality service metrics and performance targets, and quality assurance of services to agreed standards.
• Implementing changes and new products and services, by applying collaborative ways of working across the Digital Service and Live Services, enabling beneficial changes to be made with minimum disruption to the services. 
• Engaging with end users and service suppliers, capturing and formalising improvement opportunities for digital services in coordination with the Digital Support Lead & Business Engagement. 
• Being responsible for service level management, event management, availability management, capacity management and service asset and configuration management in their area of responsibility, including involvement in resolving operational incidents and problems. 
• Contributing to continual improvement and innovation of live services. 
• Building a forward-looking view of live services demand in order to plan the right resources for future service provision. 

Desirable Qualifications: 

ITIL Foundation (v3 or v4) 
BCS Specialist Certificate in Supplier Management 

Please refer to the Role Profile on the bottom of this page for full role responsibilities. 

About you 

You will hold experience of IT service management across the service lifecycle (end-to-end), with demonstrable experience working with ITIL principles. You will have good communication and organisational skills both verbally and in writing where you can adapt your delivery to suit a wide variety of audiences. You are someone who can gain rapport quickly and build effective working relationships. You'll be a dedicated and confident self-starter who looks to have real impact with the team. 

About us 

We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department. 

You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future. 

DfT has been recognised for its leadership on workplace gender equality by being included in The Times Top 50 Employers for Women 2017. 

DfT’s inclusion is recognition of our commitment to make the Department a great place to work through our culture of equality and inclusivity and the great strides we’ve made to raise the number of women in senior positions. 


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

  • Seeing the Big Picture
  • Communicating and Influencing
  • Managing a Quality Service

Technical skills

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

  • DDaT Framework - (
  • SFIA Framework - (attached on bottom of advert)

Benefits Pensions

Civil Service pension schemes may be available for successful candidates.


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Things you need to know Security

Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

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

When considering applying please look at how your experience relates to the role, please tailor your CV and Personal Statement to reflect the role and the essential skills/ criteria described in Role Profile. 

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 

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 equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information Contact point for applicants

Please direct all enquiries to Natasha Davies at

Sift/interview dates and location

The sift is due to take place week commencing 1st July 2019. 

Interview/assessment will be held week commencing 15th July 2019. 

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. 

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. 

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 

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. 

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact 

Government Recruitment Services via email: 

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: 
Click here to visit Civil Service Commission 

Childcare Vouchers 

Any move to the Department for Transport (DfT) will mean you will no longer be able to carry on claiming childcare vouchers. 

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