IT Service Delivery Manager

Disclosure & Barring Service

Apply before 10:00 am on Monday 5th August 2024

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Details

Reference number

361568

Salary

£32,000 - £35,800

A Civil Service Pension with an average employer contribution of 27%

Job grade

Higher Executive Officer

Contract type

Permanent

Business area

IT Service Management (ITSM) Technology & Innovation Directorate

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Part-time

Number of jobs available

1

Contents

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

Location

Work can be done remotely, but the post holder will have a contracted base of Darlington. The post holder may be required to attend their contracted office in accordance with the needs of the organisation.

About the job

Job summary

Working as part of a small team of skilled IT Service Managers who manage on a day-to-day basis IT operational and IT Controls requirements. IT Service Managers work together providing cover for each other across the IT capability areas. 

As an IT Service Delivery Manager, you will help to manage various IT processes, ensuring documentation is kept up to date, reporting is collated, produced and delivered, whilst also being a champion for ITIL process adoption across the business.

The IT Service Delivery Manager will be responsible for supporting Knowledge Management and Document Management and analysis work to improve the way in which DBS ITSM operates to better support the business objectives. They will collate performance measures, analyse current artefacts, and present information on current processes and performance. The role holder will work with key stakeholders and suppliers to monitor the effectiveness of improvements when introduced.

The vacancy falls within the IT Controls workspace. We are seeking a professional with expertise in Availability and Capacity Management, Hardware and Software Asset Management, and Knowledge Management. The ideal candidate will possess a keen eye for detail, articulate communication skills, and possess a proven track record in service operations. Experience in implementing ITIL across Software as a Service (SaaS) products would be advantageous.

The Job holder will report directly to an IT Senior Service Manager in the Technology and Innovation Directorate.

Job description

The Job Holder will be required to work on end-to-end processes which cross the boundaries between ITSM and other DBS Operational and Digital teams, so providing a key component of the 'glue' bonding IT services together. Examples of operational tasks the role holder may undertake: 

• Knowledge Management - maintain knowledge management process, quality check knowledge management articles, promote use of knowledge articles
• Document Management - maintain and improve document management, quality check process documents, manage and review documents
• Web Presence & SharePoint Administration - maintain and enhance the ITSM team’s internal and external facing web presence, which utilises SharePoint
• Availability & Capacity Management - maintain and develop the Availability and Capacity Management process
• Liaising and building relationships with internal colleagues, suppliers and stakeholders
• Creating and reviewing new process documentation
• Reviewing, contributing and applying governance for Service Design Documentation
• Supporting production of Monthly Service Reporting and analysis of data
• Undertake Service Level Agreement Analysis following Service Level Management practices
• Governing and assuring to ensure suppliers are meeting their contractual deliverable and obligations
• Organise and chair both internal and external meetings
• Assisting and ensuring the governance for project delivery
• Participate in ITSM related activities in both the Darlington and Liverpool offices, as required

As a member of the DBS IT Service Management Team the post holder will play an active role in the delivery of various functions as well as contributing to the overall team tasks and activities. The Job Holder should:

• Have excellent written and verbal skills and must be able to document and articulate to others key issues in the infrastructure arena
• Drive problem resolution through the appropriate escalation channels
• Confidently participate in white board type design and review sessions
• Evaluate and understand new products and services within the team’s scope
• Confidently participate in any contractual review or transfer to operation session
• Have the ability to get the best out of a supplier
• Contribute to building a culture of service excellence, always putting the customer, our people, and our business at the centre of everything we undertake
• Complete ad-hoc activities as directed by line management

Person specification

Essential Criteria 

Ability to manage own workload and work to tight deadlines and timescales, using own judgement to prioritise across differing situations.

Ability to produce high quality documentation.

Excellent organisational skills.

Excellent analytical skills.

Understanding of service management approaches.

Knowledge and experience of the ITIL framework and processes.

Significant experience of Continual Service Improvement.

Knowledge of techniques associated with Supplier Performance Management.

Information Technology Infrastructure Library (ITIL) Foundation Accreditation.

Desirable Criteria 

Strong analysis skills and an innovative approach to problem solving with the capability to build on concepts and principles.

Able to formulate / assist in the development of Policies and procedures.

Can contribute to an environment that supports cooperation and cohesiveness among the work team and with other areas within IT Services.

Developing and maintaining excellent working relationships with senior stakeholders.

Significant experience of the delivery of professional IT Services.

Experience across multiple IT disciplines and using multiple ITIL Processes.

Defining performance measures and interpret complex performance data.

Experience of ServiceNow toolset.

Degree or Equivalent is desirable.

Behaviours

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

• Delivering at Pace
• Managing a Quality Service
• Seeing the Big Picture
• Working Together

Benefits

Alongside your salary of £32,000, Disclosure & Barring Service contributes £8,640 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an average employer contribution of 27%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

To apply for this post, please provide your CV together with a suitability statement of no more than 500 words - outlining how your skills, experience and qualifications meet the requirements of the role, including all essential and desirable criteria, and the key responsibilities.

Candidates who are successful at the initial sifting stage will be invited to a panel interview. The interview will assess the following behaviours:

Delivering at Pace

Managing a Quality Service

Seeing the Big Picture

Working Together

Recruitment Timeline:

Advert Closing Date: 05/08/2024 at 10am
Shortlisting Applications: w/c - 05/08/2024
Interviews: w/c - 12/08/2024

*The above dates are indicative, and maybe subject to change.

Interviews to take place via Microsoft Teams.

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

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