Regional Head of IT Service Delivery

Job summary

The Foreign, Commonwealth & Development Office pursues our national interests and projects the UK’s role in the world. We promote the interests of British citizens, safeguard the UK’s security, defend our values, reduce poverty and tackle global challenges with our international partners. We employ more than 17,000 staff in 179 countries and territories, across our diplomatic and development offices worldwide, which consists of 282 officially designated Posts. Our UK-based staff work in King Charles Street, London, Abercrombie House in East Kilbride and in Milton Keynes.

Job description

As a Regional Head of IT Service Delivery, you will have the opportunity to shape overseas IT delivery by providing leadership to the wider Overseas IT team such as Regional IT Support Managers (RITSMs) and owning the development of a cohesive regional IT support community. You will travel across the region to manage relationships between Heads of Mission, Deputy Heads of Mission, Senior IDD leaders and our external partners. Dependant on role you may cover Europe, Middle East, Africa or Americas and Overseas Territories, Asia and Pacific.

You will conduct regular engagement to elicit diplomatic priorities that may affect IT service delivery and serve as the primary point of contact for IT service-related issues. You will also act as the ‘front door’ into IDD for regional stakeholders and facilitate RITSMs development of both technical knowledge and soft skills, augmenting their skills through job shadowing with other regions.

You will work in an innovative Information Technology team, exposed to methods and frameworks that will allow you to build a knowledge base to accelerate your career. You will also benefit from a tailored learning and development offer; you will have access to resources through the FCDO's International Academy and the Government Digital Service, which cover on-the-job learning, coaching/mentoring and formal training to support your growth and career progression.

Roles and responsibilities

The successful candidates will be responsible for:

• Ensuring the delivery of reliable and efficient IT services in the region. Using qualitative and quantitative Management Information (MI) to guide interventions and provide direction to all regional IT staff. Driving the delivery of IDD initiatives targeting networks within the region. Prioritising RITSMs objectives to maximise value of IDD projects whilst maintaining service delivery performance.
• Proactively seeking opportunities within the region to adopt new or existing technologies offered by IDD to enhance the IT service experience. Influencing the planning and deployment of IDD resources within the region based on emerging IT service priorities and value for money. Ensuring follow-up actions are recorded and directed to the necessary IDD teams for execution.
• Ensuring that IT crisis management plans for the region are up-to-date and that business continuity plans are in place to minimise disruption due to IT service failures. Responsibility for the management and mitigation of risks that could jeopardise the delivery of reliable and efficient IT services within the region.
• Surveillance of local contracts for the provision of IT services procured locally, ensuring value for money and good governance. Identify where IDD might have an opportunity to centralise services. Providing advice and guidance on managing commercial contracts for IT services.
• Executing due diligence and surveillance of local IT spend within the region to identify opportunities to prevent the proliferation of Locally Managed IT Solutions (LMITS); with a specific target of reducing spend on LMITS in favour of approved corporate platforms.

Successful candidates will also have line management responsibilities for up to five members of staff who are based across the overseas network.

The FCDO also operates an agile workforce. To facilitate this, you may be required to undertake other duties from time to time as we may reasonably require.

Candidates who secure a role that is considered specialist/technical, may be required to affiliate to the relevant specialist network, if not already a member.

This role may require occasional travel to UK offices and overseas networks. This is estimated at two times a year plus additional if required for operational reasons.

Person specification

You must be a British Citizen at the time of application and, if invited to interview, you will need to bring proof of identity (British Passport/Driving Licence etc.) with you.

This role requires you to attain Developed Vetting (DV) security clearance.

For more information about this process, click here. Attaining DV will require you to have been resident in the UK for five of the last ten years. At least one year of this must have been a consecutive twelve-month period. Serving overseas with HM Forces, in some other official capacity as a representative of His Majesty’s Government or having lived overseas as a result of your parents’ or partner’s Government employment counts as UK residency for the purposes of security clearances.

It is essential in your application that you provide evidence and proven examples in each of the following Essential Criteria, the Behaviours and the Technical question as far as you are able to do so. These responses will be further developed and discussed with those candidates invited for interview.

Essential Criteria

• Substantial Experience in Information Technology, Computer Science or related field with strong stakeholder management skills and proven experience in IT Service Management and Leadership activities.
• Able to demonstrate the skills outlined for an IT Service Manager role, in particular:
• Service Focus - See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• Ownership and Initiative - Own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Stakeholder Relationship Management - Identify important stakeholders and communicate with them clearly and regularly. Tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs. Build and reach consensus. Work to improve stakeholder relationships, using evidence to explain decisions made.
• A deep understanding of service management, incident and problem resolution, supplier and financial oversight and change enablement.

Behaviours

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

• Leadership
• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service

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

• Leadership

Technical skills

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

• Service Focus (Practitioner Level)
• Ownership & Initiative (Working level)
• Stakeholder relationship management (IT Operations) (Working level)

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

• Service Focus (Practitioner Level)

Benefits

Alongside your salary of £46,000, Foreign, Commonwealth & Development Office contributes £13,326 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• A Civil Service pension with an employer contribution of 28.97%
• 25 days Annual Leave per annum.
• 9 days Public and Privilege holidays per annum.
• Learning and Development tailored to your role.
  
  See the attached candidate pack.

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.

This vacancy uses the Success Profiles Framework to assess your Behaviours. Your Technical Skills will be assessed against the IT Service Manager framework.

Please see the ‘Hints and Tips’ that are provided for your information about how to prepare Behaviour examples at the Application and/or Interview stage.

Application Stage

You will be required to complete the following as part of the online application:

• A CV detailing your career history (including any relevant qualifications). CVs will be assessed against the Essential Criteria outlined in the Person Specification section below.
• A Personal Statement of 500 words explaining how you consider your skills, qualities and experience provide evidence of your suitability for the role, with specific reference to the Essential Criteria. These responses will be explored further during the interview process for shortlisted candidates.

Your application will be assessed on the following:

Behaviour:

• Leadership

Technical Skills:

• Service Focus (Practitioner Level)

IMPORTANT: If you are applying under the Disability Confident Scheme and require Reasonable Adjustments in order to complete your application, please ensure Government Recruitment Service (GRS) are aware of this on the date of application and certainly by the closing date.

In the event of a large number of applications, we may conduct an initial sift by a lead Behaviour. For this campaign we will be prioritising Leadership. Only candidates who meet the minimum standard in this Behaviour will have the rest of their application fully assessed.

Interview Stage

At the start of your interview, you will also be asked a non-assessed warm-up question about your motivation for applying for the role.

Candidates will be required to give a 5-minute Presentation at the Interview, the topic will be sent to you in advance of your Interview. The Presentation will test the following Technical skills from the IT Service Manager framework:

• Ownership & Initiative (Working level)
• Stakeholder relationship management (IT Operations) (Working level)

You will also be assessed on the following Behaviours at Interview:

Behaviours:

• Communicating and influencing
• Delivering at pace
• Managing a quality service

Please note that the FCDO carries out name-blind (anonymised) recruitment to help build a more diverse and inclusive workforce. The personal information on your application form and/or CV will be concealed during the sifting phase, and only the names of those who are being invited for Interviews will be made known to the Panel.

Please see the attached candidate pack for the selection process details.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via fcdorecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ 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’re deaf, a Language Service Professional.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to FCDO from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems reading the Candidate Pack, such as through screen reader software, please contact our Team via fcdorecruitment.grs@cabinetoffice.gov.uk and we will share a Word version of this.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

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

Security

Successful candidates must undergo a criminal record check.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.

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.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 : FCDO Recruitment Team
• Email : fcdorecruitment.grs@cabinetoffice.gov.uk

Recruitment team

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

Further information

If you wish to make a complaint you should email HRDirectUK@fco.gov.uk. If you are not satisfied with the response you receive from the FCDO you can contact the Civil Service Commission.

Attachments

Hints and Tips on Behaviour Examples Opens in new window (pdf, 85kB)2025-11-17 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 231kB)Candidate Pack 445633 Regional Head of IT Service Delivery Opens in new window (docx, 1020kB)Candidate Pack 445633 Regional Head of IT Service Delivery Opens in new window (pdf, 635kB)