Head of Service Management

Job summary

At FCDO Services we protect the UK’s interests at home and overseas. We design and construct secure government buildings and 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.

Job description

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.

Providing innovation to government partners

Delivering best-in-class solutions

Working at the cutting-edge of technology

It all matters

Lead the expert team that helps to maintain the security of our IT operations

When you join us in this vital leadership role you’ll be responsible for a small team of highly committed and collaborative IT Service Managers, and focus on ensuring adequate resources are available to deliver an efficient and successful service. Acting as a hands-on escalation point for business stakeholders, you’ll be accountable for the ongoing execution of continual service improvements, and be responsible for the recruitment, coaching, development and performance of your team. And most importantly, you’ll set the vision and strategy for IT service management throughout our organisation, ensuring that practices and services are standardised while at the same time capable of adapting to the needs of different services and customers.

Committed to building service management considerations into all new bids, proposals and change requests, and overseeing service operations to ensure consumer support is of the highest quality, you’ll work to create, develop and maintain excellent relationships with a diverse range of internal stakeholders and customers. We’ll also expect you to confirm that each individual customer service agreement is fulfilled, support the renegotiation of agreements, interact with customers to resolve any issues that arise, and work to maintain you and your team’s professional development and knowledge.

Use all your technical IT skills as you work to defend the nation’s interests

To be a success in this significant role you’ll hold ITIL 4 Managing Professional certification, have well developed experience of working in service delivery environments, and possess the leadership and management skills necessary to lead an expert service delivery team. It goes without saying that you’ll have hands-on experience of using service management tooling such as ServiceNow, and in addition to demonstrable knowledge of formulating SLAs/OLAs, you should be capable of delivering services to defined standards at a minimum level of ISO9001 and ISO20000:1.

With well developed commercial acumen and the confidence to drive organisational change management, experience of working with project and programme management methodologies would be desirable, as would the ability to operate in both established and ‘green field’ service management environments. It would be an advantage if you possess some technical expertise relating to security, IT and comms technologies, and in addition to knowledge of our organisation’s overseas operations, experience of supplier management would be a plus.

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 Security Check (SC) clearance. You can find out more about vetting at 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

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

Person specification

We are looking for people with:

• ITIL4 Managing Professional
• Demonstrable experience of working within service delivery environments.
• Experience of leading and managing a Service Delivery team
• Hands-on experience of service management tooling, such as ServiceNow
• Demonstrable knowledge of formulating SLAs/OLAs
• Demonstrable experience of delivering services to defined standards (at a minimum, ISO9001 & ISO20000:1)
• Commercial acumen of management of services
• Experience of driving organisational change management from inception to results

Qualifications

ITIL4 Managing Professional

Behaviours

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

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

Technical skills

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

• Experience of leading and managing a Service Delivery team
• Demonstrable experience of working within service delivery environments
• Demonstrable knowledge of formulating SLAs/OLAs
• Demonstrable experience of delivering services to defined standards (at a minimum, ISO9001 & ISO20000:1)
• Commercial acumen of management of services

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.
• Annual leave starting at 25 days.
• A culture encouraging inclusion and diversity.
• A Civil Service pension.
• Free shuttle bus available between central Milton Keynes and Hanslope Park
• 9 days per annum public and privilege days

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 questions.

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
• skills and experience
• achievements
• qualifications

Your personal statement should outline your interest in the role.

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

Those that are successful will be invited to a MS Teams or Face to face interview.

At the interview you will be asked a blend of questions on technical skills and behaviours.

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 security check (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.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.

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 : FCDO Services Recruitment Team
• Email : Fcdoservices.recruitment@fcdo.gov.uk

Recruitment team

• Email : Fcdoservices.recruitment@fcdo.gov.uk

Attachments

Candidate pack Head of Service Management Opens in new window (pdf, 1822kB)