Defence Digital Lead Service Transition Manager - MoD - G7
Government Digital & Data -
Defence Digital ensures our Armed Forces remain among the most technologically advanced in the world. We do this by putting innovative and effective technology into the hands of over 200,000 users, from the boardroom to the front line.
We lead on cutting-edge data science, automation, and cyber security at scale. Our mission goes beyond the battlefield by leading humanitarian efforts and driving digital innovation that impacts lives across the globe.
Defence Digital forms part of Strategic Command which manages the MOD’s joint capabilities for the Army, RAF, and Royal Navy.
Passionate about using your skills to make a critical difference? Your next career move could be here!
This position is advertised at 37 hours per week.
Job description
We are looking for a Lead Service Transition Manager, also known as the Interop Service Transition and Operations Manage. The role holder will be responsible for ensuring all International Interoperability Live Services are delivered with levels of support agreed with the customers; they will also be responsible for managing change to live services in collaboration with Senior Product Managers to ensure that routine support activities and the introduction of routine and complex change does not adversely affect the user experience.
Drawing upon wide experience of IT Operations, but particularly IT Service Management, Change & Release Management and Transition Management, this role reports directly to the Service Owner, and will be responsible for the coordination across projects, suppliers, and service teams to ensure Interoperability services are sustained.
Responsibilities:
IT Service Operations management:
- Develop and own the Interop Service Operations Strategy and Delivery Plan, aligned and linked to overarching Defence Digital Strategies and Service Management.
- Work with Interop colleagues to align, review, improve, and maintain Interop Service Operations policies, processes and controls; driving continuous improvement of the quality, standards and performance to customers.
- To own all aspects of Interop Service Operations including related strategy and delivery action plans; policies, procedures, and guidance; BAU and strategic activities; minor and complex change etc.
- Delivery and reporting of Interop Service Operations in line with the service KPIs and other performance measures.
- Oversee, drive, direct, and support the ongoing development and improvement of our IT Service Support including the professional development of the service and colleagues within the team. Oversight of IT Service Support activities across areas such as: Client-side/end-user customer technical support, request fulfilment, asset management, etc. Seek opportunities within to drive efficiencies by maximising tools and methods including automation and self-service.
- Deliver 2nd and Third Line support teams in accordance with the Operational Service Management (OSM) ITIL processes and procedures.
- Provide Early Life support service model test assurance activities, revise processes and procedures in line with test outcomes.
- Act as contact and escalation point for IT Service Operations and IT Service Desk incidents, taking the lead in incident resolution.
- Involvement in any Post Implementation Review (PIR).
- Collaborating with Compliance, Risk and Security colleagues to ensure standards and adherence to security requirements and standards as required.
- Manage delegated budget, forecasting and spend control for Interop Service Operations and Interop Service Support and oversight of procurement activities.
Change management and delivery:
- Working closely with the Interop Service Owner to oversee the transformation and development of Interop Service Support within Defence Digital.
- To collaboratively work with colleagues to support effective and efficient transition of new, and changes to, services into BAU with minimal disruption.
- As part of the Interop Leadership Team, contributing toward and influencing strategic Interop direction and planning.
- Ensure quality is fundamental to delivery by helping the team seek out and use best practice.
- Support building and maintaining a psychologically safe place for delivery to operate in.
It is essential that this role has face to face engagement with partners, sometimes at short notice which could necessitate overseas detached duty.
This role also has a requirement to travel to multiple locations in the UK for stakeholder engagement and team management.
Candidates should also be aware that Operations might dictate that out of hours working or overtime may be required at short notice.
Person specification
We are seeking a Service Transition and Operations Lead to join the Interoperability Services team within Defence Digital. Candidates who meet the eligibility criteria may come from diverse backgrounds but will have worked in an agile multi-functional team with experience of one or more of: Service Operations, Service Transition, or Change and Release Management. They should be able to demonstrate leadership within one of these.
They understand and appreciate the range of skills different people bring to multi-functional teams, made up of both staff and suppliers, and can operate as the decision maker so they ensure the team can deliver at pace and to a high-quality standard.
Successful candidates are able to demonstrate a growth and personal development mindset having already fulfilled a leadership role in agile practice. They will be able to demonstrate a pragmatic attention to detail, knowing when to adapt to a situation.
This role will be part of the Interoperability Services area and is responsible for delivering secure interoperability services to NATO, the Five Eyes community, and International Partners of Choice.
We enable the sharing and protection of very sensitive information that requires enhanced protective controls, including the use of secure networks on secured infrastructure and appropriately defined and implemented boundary security controls, suitable to defend against highly capable and determined threat actors, whereby a compromise could threaten life (an individual or group), seriously damage the UK’s security and/or international relations.
The successful candidates will be responsible for leading Service Transition and Service Operations for these critical services, developing and implementing change to respond to Defence’s operational needs. Our mission, with your help, is to drive excellence in Service Management to provide effective, efficient, scalable and evergreen interoperability services in a truly agile environment to meet our customer needs.
Note; A full UK Driving Licence is essential due to regular travel to Defence sites, many of which are remote and not easily accessible via public transport.
Passport; A valid passport will be required as overseas travel may be required.
Due to security and information access restriction, the role is only open to a sole British national.
Licences
A full UK Driving Licence
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
Technical skills
We'll assess you against these technical skills during the selection process:
- Asset and Configuration Management
- Continuous Service Improvement
- Incident Management
