Job Description

Details

Reference number

323534

Salary

\xc2\xa369,869 - \xc2\xa377,740

Job grade

Grade 6

Contract type

Permanent

Business area

DWP - Digital

Type of role

Digital
Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

1


Contents

• Location About the job Benefits Things you need to know Apply and further information

Location

This role may be located in one of the following locations; Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield. Please find further information on the Corporate hub locations here.
About the job

Job summary

Across DWP Digital, our Lead IT Service Managers are responsible for setting the vision and strategy for service management, ensuring processes are established, embed, and managed to deliver the highest possible level of access, stability, and customer service. This role is to lead the Service Management team within Identity and Trust, the DWP Digital team responsible for designing, building, and running secure and proportionate access to the department\xe2\x80\x99s information systems across all channels including web, telephony, and face-to-face. As a result of the department\'s Strategic Reference Architecture (SRA) approach which actively encourages re-use of common capabilities across service lines, it is anticipated that all customer interactions with the wider department will rely upon solutions deployed by this team and that means over 20 million customers and tens of millions of customer interactions per year; the exciting, \xe2\x80\x98large-scale\xe2\x80\x99 nature of this challenge cannot be overstated. We are at the start of this fascinating journey and need a visionary, strategic thinker to bring our vision of word class service management to life. An exciting challenge for the role will be to transform the team into a 24/7x365 service management operation. This role will involve some travel to DWP Hub locations.

Job description

You will be responsible for managing a small team of 9 dedicated professionals, working alongside and with the development teams. While mentoring and supporting the existing team all with differing knowledge and skills sets. You will ensure that service management needs are built into solution designs right from the start and you will set out the short-, medium- and long-term service management vision for the various customer data access and Identity services. Your work will extend beyond the department, working in collaboration with other government departments as citizens increasingly expect a joined-up, one government experience. Knowledge and understanding of modern Identity and Access Management approaches would be desirable for this role. The responsibilities of this role require you to demonstrate ability to:

• Create and own the strategy for the service management of core Strategic Reference Architecture (SRA) capabilities; the SRA is an approach adopted by the department to actively reuse common digital capabilities across different service lines.
• Manage multiple Critical National Infrastructure (CNI) services, across multiple platforms and technologies across all ITIL disciplines.
• Show confidence and resilience in building effective relationships with stakeholders at all levels. Acting as an escalation point for the Products/Services within your portfolio.
• Work with a managed service 3rd party provider including; contract negotiations and supplier management.
• Procure IT Services, both resources and assets.
• Use strong leadership, engagement, influencing skills to develop, implement, and run exceptional IT services to meet all performance targets/KPI\xe2\x80\x99s and create an engaged, effective, and efficient user-focused delivery function.
• Translate strategic insight into clear objectives, ensuring the team clearly understand responsibilities and Business priorities, working together to fulfil shared goals, whilst complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes.
• Identify Product/Service support performance improvement opportunities and assists in their prioritisation against the backlog, ensuring compliance with quality management, risk management, security policies and procedures.
• Work with Product/Service teams to ensure the smooth integration of releases into live support.

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Significant experience of using expertise in a Service Management Framework e.g. ITIL to manage end to end services in a complex IT environment.
• Experience in defining, implementing, shaping the service strategy in order to continually improve policies, standards and guidance for delivery of IT Products and Services.
• Experience in developing and continually improving the policies, standards and guidance used in delivery of the services.
• Experience in developing and managing relationships at senior levels to support Commercial, Financial and Supplier outcomes.
• Proven track record of implementation, negotiation, and delivery with stakeholders at senior levels.
• Knowledge of FinOps and responsibility for cost optimisation for existing services.

If you would like to learn more about the role, please contact Felicity.Smith@dwp.gov.uk

Qualifications

ITIL foundation AND ITIL 4 Strategist: Direct, Plan & Improve
Benefits

• An employer pension contribution of up to 27% For further information please click here.
• Annual leave rising up to 30 days, (based on your working pattern).
• Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
• Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.
• An inclusive and diverse environment with opportunities to join staff networks including: Women\xe2\x80\x99s Network, National Race Network, National Disability Network (THRIVE) and many more.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Salary Information

Pay for this role is from \xc2\xa369,869 (Band Min) to \xc2\xa377,740 (Band Max).

Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.
Things you need to know

Selection process details

Stage 1: Application

As part of the application process you will be asked to complete:

1. A Personal Details application form.

2. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.

3. Personal statement up to 1250 words. Further details around what this will entail are listed on the application form. When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria listed in Person Specification. The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria above. Important Information

• You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form.
• Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
• If your employment history/personal statement contains any personal details your application will be withdrawn.

Stage 2: Interview If you\xe2\x80\x99re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria.

You will be asked to do a short (5 -10 minutes) presentation on a specific topic. Further details will be provided to candidates invited to interview.

Interviews will take place from mid December. Sift and Interview dates to be confirmed.

Further Information Find out more about Working for DWP For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the \xe2\x80\x9cReasonable Adjustments\xe2\x80\x9d section in the \xe2\x80\x9cAdditional requirements\xe2\x80\x9d 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\xe2\x80\x99re deaf, a Language Service Professional. For further information on reasonable adjustments, terms and conditions and how we recruit visit the How We Recruit page
Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

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.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• 
  Name :
  Felicity Smith
  Email :
  Felicity.Smith@dwp.gov.uk

Recruitment team

• 
  Email :
  digitialrecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here https://careers.dwp.gov.uk/how-we-recruit/.