Head of IT Service Management

Job summary

At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more.

Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Now, you’ve got the opportunity to join them.

Job description

Providing innovation to government partners.

Delivering best-in-class solutions.

Working at the cutting-edge of technology

It all matters.

Set the vision, adapt to customer needs

As Head of IT Service Management, you’ll set the vision and strategy for service management. You’ll ensure that processes are owned and that they can evolve with organisational need. Plus, you’ll have the opportunity to shape and lead your own team.

In overseeing service operations, you’ll make sure that we offer high-quality support for all our customers. You’ll ensure that practices and services are standardised, while maintaining some flexibility, so that they can be a better fit for differing customer needs. You’ll be proactive about ensuring that service management considerations are built into new bids and proposals too.

It’ll be your responsibility to ensure that each individual customer service is fulfilled – leading to customer satisfaction, and implementing remedial plans, when it’s needed. You’ll make sure service performance reporting is continually aligned to the customers changing requirements. When agreements need to be renegotiated, you’ll offer guidance.

You’ll take ownership of Continual Service Improvement across the Service Management function and wider services.

Motivate your team, drive success

In this senior role, you’ll lead and motivate a team of IT Service Management experts. This will involve recruiting, coaching and developing them. You’ll also be responsible for the performance of direct reports, ensuring that all policies and processes are followed. We’d like you to foster a culture that not only guarantees successful service delivery but is also a positive, learning-driven environment.

Build on our success with stakeholders

Working effectively with stakeholders will be key to your role. You’ll build senior‑level relationships (such as with other FCDO Services Directors) and manage long‑term strategic connections at the operational level.

You’ll also represent the voice of the customer to internal stakeholders. And you’ll constantly interact with customers – responding to difficulties and troubleshooting – to ensure that services are as useful as possible.

Bring extensive IT expertise and leadership brilliance

We’re seeking someone with significant experience in both management and large, complex service delivery environments. You’ve led a team of Senior Service Delivery Managers.

You have hands-on experience with service management tooling (ServiceNow) and with delivering to defined standards (at a minimum, ISO9001 & ISO20000:1). This is matched with extensive knowledge of formulating SLAs/OLAs. You’re an ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation. Plus, you’re knowledge of technical matters in respect of security, IT and Comms technologies.

To be ready for the role, you’ll be familiar with commercial and financial management practices within highly regulated sectors, such as (but not limited to) the Public Sector.

It would be a plus if you are a ITIL4 Strategic Leader and/or Master, as would qualifications in ‘Lean Thinking’ (such as Six Sigma). Experience of working within a variety of project and programme management methodologies would be beneficial. As would any familiarity with FCDO Services or our customers’ work.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Developed Vetting (DV)clearance. You can find out more about vetting on our website: https://www.fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

Person specification

ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation

Demonstrable experience of working within large complex service delivery environments, with significant management experience

Experience of leading a team of Senior Service Delivery Managers

Hands-on experience of service management tooling, such as ServiceNow

Extensive knowledge of formulating SLAs/OLAs

Extensive experience of delivering services to defined standards (at a minimum, ISO9001 & ISO20000:1)

Hands-on experience of commercial and financial management practices within highly-regulated sectors, such as (but not exclusive to) the Public Sector

Knowledge of technical matters in respect of security, IT and Comms technologies

Qualifications

ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation

Behaviours

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

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service

Technical skills

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

• ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation
• Demonstrable experience of working within large complex service delivery environments, with significant management experience.
• Experience of leading a team of Senior Service Delivery Managers
• Hands-on experience of service management tooling, such as ServiceNow
• Extensive knowledge of formulating SLAs/OLAs
• Extensive experience of delivering services to defined standards (at a minimum, ISO9001 & ISO20000:1)
• Hands-on experience of commercial and financial management practices within highly-regulated sectors, such as (but not exclusive to) the Public Sector
• Knowledge of technical matters in respect of security, IT and Comms technologies

We only ask for evidence of these technical skills on your application form:

• ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation
• Demonstrable experience of working within large complex service delivery environments, with significant management experience.
• Experience of leading a team of Senior Service Delivery Managers
• Hands-on experience of service management tooling, such as ServiceNow
• Extensive knowledge of formulating SLAs/OLAs
• Hands-on experience of commercial and financial management practices within highly-regulated sectors, such as (but not exclusive to) the Public Sector
• Knowledge of technical matters in respect of security, IT and Comms technologies

Benefits

Alongside your salary of £58,209, FCDO Services contributes £16,863 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
• A leave allowance starting at 25 days per annum
• 9 days per annum public and privilege days
• Free shuttle bus available between central Milton Keynes and Hanslope Park

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific/technical skills.

Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details

• career history with key responsibilities

• achievements

• qualifications

Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the technical/ job specific questions which are outlined in the application form.

To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific/technical skills.

Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details

• career history with key responsibilities

• achievements

• qualifications

Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the technical/ job specific questions which are outlined in the application form.

Those that are successful will be invited to a MS Teams interview

At the interview you will present a short presentation and asked a blend of questions on technical/job specific skills and behaviours

Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match.

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

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

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 theCivil 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

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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 : Fcdoservices.recruitment@fcdo.gov.uk
• Email : Fcdoservices.recruitment@fcdo.gov.uk

Recruitment team

• Email : FCDOServices.Recruitment@fcdo.gov.uk

Further information

If you feel your application has not been treated in accordance with the Civil Service Commission Recruitment Principles and you wish to make a complaint, you should contact FCDOServices.Recruitment@fcdo.gov.uk in the first instance.
If you are not satisfied with the response you receive from FCDO Services, you can contact the Civil Service Commission. For more information, please visit their website.

Attachments

Candidate pack - Head of IT Service Management Opens in new window (pdf, 1974kB)