It service manager

The newly created Department for Business and Trade brings together the business focused functions of the former Department for Business, Energy and Industrial Strategy (BEIS) and the Department for International Trade (DIT). Our joint expertise in trade and business provides us with a unique opportunity to unleash the power of UK businesses, reform regulation to reduce burdens and unlock post-Brexit freedoms. Job Description Let us tell you a little bit about the role… As an IT Service Manager, you will be working as part of a busy and dynamic team, you will ensure the overall IT service is in line with agreed service level agreements (SLA’s), that normal service operation is in place, and that the best possible levels of service quality and availability are returned and maintained, so our staff can continue their vital work within DBT and keep the department functioning at all levels. You will be responsible for ensuring that any incidents, problems, and changes within the IT Team of DBT are dealt with in a timely manner whilst ensuring great customer service. You will also oversee our asset/license management process to ensure all assets/licenses are utilised and accounted for to ensure value for money. This role is available in seven UK locations and can only be worked from within the UK, not overseas. Most DBT employees will be working a hybrid pattern, spending 2-3 days a week (pro rata) in the office on average. Changes to these working arrangements are available in certain circumstances but must be agreed with the vacancy manager and in line with the requirements of the role and can only be discussed with successful candidates. Travel to your primary office location will not be paid for by DBT, but costs for travel to an office which is not your main location will be covered. Find out about life at DBT, our benefits and meet the team by watching our recruitment video, visiting our website or reading our blog! Responsibilities What we’re looking for from you… You will be an experienced IT professional who can: Show accountability of adherence to agreed SLAs/OLAs, processes and procedures for assigned services and contracts. Be responsible for quality products and services that meet the needs of the business. Help to embed agile working practices and a digital by default culture across the department, by effectively engaging with a variety of stakeholders. Follow the processes to aid service continuity planning and support. Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements. Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users. Ensure that all technical change is communicated and managed, with appropriate governance Essential Skills and Experience You will need to have demonstrable skills and experience of: You’ll have demonstrable skills and experience of: Managing third party suppliers, working to an agreed service level agreement, and escalating where appropriate. Attending or chairing regular service review meetings and holding the supplier to account for the service supplied. Investigating problems, understanding impact of technical changes and opportunities in existing processes and contributing to recommending both tactical and strategic solutions to these. Works with stakeholders to identify objectives and potential benefits available. Identifying key users, stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships. Service Focus - Seeing the bigger picture, investigating how to get the best of underlying services Service Reporting - Producing the relevant reports to senior managers in a standard format in an agreed timeframe, providing supporting evidence if needed. Works with key stakeholders to discuss any changes or improvements in the reporting processes. Desirable Skills and Experience This isn’t necessary but would be ideal if you: Possess broad technical understanding Can demonstrate the skill of continual service Have experience or understanding of asset management Benefits Extensive learning and development tailored to your role, with budget for training, qualifications or professional membership of a recognised body An environment with flexible, hybrid working options such as condensed hours A culture encouraging inclusion and diversity A Civil Service pension with an average employer contribution of 27% Annual leave starting at 25 days per annum plus statutory bank holidays rising to 30 days with service Three paid volunteering days a year Employee benefits programme offering retail discounts, a season ticket loan for public transport, and a cycle to work scheme How to Apply Unless otherwise specified, all interviews are currently being held online. Please ensure that you check your emails regularly as all updates from us will be sent to you this way. Sift will take place week commencing: 16/10/2023. Interviews will take place week commencing: 30/10/2023. Please notes these dates are indicative and may be subject to change. As part of the application process you will be asked to upload a CV and complete a personal statement outlining your experience, skills and fit for the role. At the sift stage for this role, we will assess your CV and personal statement against the essential skills and experience listed above, so please ensure these documents evidence these criteria. There is no limit on the personal statement, but we recommend writing around 750 words. You can use bullet points and subheadings if you prefer. As well as evidencing the criteria you should also touch upon why you re interested in DBT and in this role. If we receive a high volume of applications, we will conduct a ‘short sift’ and read one element of your application. For this campaign a short sift would be conducted based on: Personal Statement. How We Interview At the interview stage for this role, you will be asked to demonstrate relevant Technical Skills and Behaviours from the Success Profiles framework. A role-specific list of these can be found below. There will be a technical element within the interview where you will be asked questions about your specific professional skills and knowledge relating directly to the job role. We will assess you against these Technical Skills during this process: Stakeholder relationship management Continual Service Improvement Ownership and Initiative Technical understanding Detailed explanations of each Technical Skill can be found on the DDaT Framework. We will also assess you against the following Behaviours: Managing a Quality Service Communicating and Influencing Seeing the Big Picture Changing and Improving Reserve List Appointments may be made to candidates in merit order based on location preferences. Candidates who pass the bar at interview but are not the highest scoring will be held on a 12-month reserve list for future appointments. Candidates who are judged to be a near miss at interview may be offered a post at the grade below the one advertised. Security Clearance Details All security clearances require you to provide evidence of your UK footprint where you have been physically present in the UK. The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. Failure to meet the residency requirements will result in your security clearance application being rejected. If you require SC clearance you will need to provide evidence of the below requirements. Checks will be made against: Departmental or company records (personnel files, staff reports, sick leave reports and security records). UK criminal records covering both spent and unspent criminal records. Your credit and financial history with a credit reference agency. Security Services record. Location Details Further Information The Department for Business and Trade embraces and values diversity in all forms. We welcome and pride ourselves on the positive impact diversity has on the work we do, and we promote equality of opportunity throughout the organisation. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Click through to apply and find out more. Our recruitment process is underpinned by appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commission s Recruitment Principles. The Civil Service Code sets out the standards of behaviour expected of civil servants. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DBT by email: [email protected]. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment. Click here to download a PDF about the Civil Service Commission/Complaints.