About the job Summary

We recognise the challenges that people with (multiple) protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including Black, Asian and Minority Ethnic (BAME) people, people with a disability, and people with gender diverse identities.

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 Live IT Services Team and suppliers?

If so, we want to hear from you.

Job description

We are looking for a Live Services Manager to Lead our Digital Services Team. You will lead, and you will operate, manage, and provide support for platform and end-user computer services. To be responsible for the delivery of end-to-end digital services by means of cross-team coordination, collaboration and flexibility, avoiding technical silos within the function, including provision of appropriate support to Projects in delivery of new services and embedding best practise in Transition of new products & services into live.

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

You will be actively involved with the Head of Live Services and have the chance to create positive working relationships across the Department for Transport’s Digital Service.
 

Responsibilities

Include but are not limited to;

• Being responsible for the delivery of digital services by means of cross-team coordination, collaboration and flexibility, avoiding technical silos within the function
• Being accountable for the operations and support of end-user compute services (enterprise communications, mobile devices, desktops and laptops)
• Manage a Service desk using internal staff and external companies as appropriate
• Responsible for ensuring deliver of requests for customer-based hardware and software
• Implementing changes, by applying collaborative, ‘continuous improvement’ ways of working, enabling beneficial changes to be made with minimum disruption to the services
• Being accountable for the following ITIL Practices: Service Desk, Incident Management, Problem Management and Service Request, acting as an escalation point.

About you

You will be an experienced Live service desk manager with a proven track record of delivering a variety of end-user services and leading a multidisciplinary team, preferably with experience of large scale change transformation programmes.
You will hold multiple years’ experience of IT service management across the service lifecycle (end-to-end), with demonstrable experience working with ITIL principles. You will have experience of managing high level Service Desk and Service Requests teams, within an environment of continuous service improvement (CSI). 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 will have experience in ‘continuous improvement’ ways of working whilst implementing changes to be made with minimum disruption to the services. You will have experience of managing a team of digital service and product experts within a culture of innovation, flexibility, collaboration and agile principles. You work well with colleagues at all levels and see the importance of building effective working relationships both within and outside of your immediate team. A strong communicator, you have the confidence to back your own ideas and opinions with the ability to explain your thought process in a clear and effective way.

We are different people, one team



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

Behaviours

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

• Making Effective Decisions
• Managing a Quality Service

Technical skills

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

• SFIA6 Skill Framework - Strategy and architecture / Business strategy and planning / IT management
• SFIA6 Skill Framework - Delivery and Operation / Service design / Service level management

Benefits

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.

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

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.

See our vetting charter.

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, Strengths, 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 Civil Service Nationality Rules has been updated following the United Kingdom’s exit from the European Union. The new rules will come into effect on 1st January 2021. We urge people from the EU, European Economic Area and Switzerland to be familiar with the updated Nationality rules prior to applying for this role.

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:
• Demonstrable experience of working to ITIL standards, particular around the areas of Service Desk, Incident management, problem management and Service Management.
• Demonstrate the ability to drive a culture of continuous service improvement across the team. ? Experience of planning Service Life Cycle management, from service transition into operational state to service retirement.
• Experience of supplier management..
• Experience of working alongside a number of stakeholders, strong influencing skills and the ability to prioritise and manage competing


Sift & Interview Dates

The sift is due to take place week commencing 17th May 2021

Interviews are due to take place week commencing 31st May 2021

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.

The selection process will be designed specifically for the role. As a result, your assessment could include:
• an interview
• an interview and a technical exercise (eg presentation, written, or coding exercise etc)
• a full day of activities including interactive, written and timed exercises

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

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 visit our Careers website

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email [email protected] for assistance.

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

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

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.