Senior IT Service Manager

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.

Work to maintain the security and efficiency of our global IT operation

When you join us in this vital senior role, you’ll focus on supporting the successful delivery of high-quality services as you work with our customers to resolve any issues and incidents that occur, assess and steer change, and coordinate and lead our delivery teams as they work on short and long-term solutions. You’ll be working closely with Project Managers, Product Owners and Technical Architects, and in addition to developing a strong understanding of our customers’ requirements, you’ll also ensure they’re within our organisation’s technical capabilities and capacity. Leading investigations into problems and opportunities relating to existing processes, you’ll also generate creative new approaches to improving the service we offer.

You’ll have several additional tasks – these include providing advice on technical, risk and mitigation matters, contributing to proposals for our customers, and ensuring that the solutions we develop are timely, commercially viable, and align with the strategic roadmap. You’ll also be responsible for ensuring incident, problem, change and request processes are adhered to, working practices are in line with the relevant ISO standards, and change requests with existing customers are realised. Committed to maintaining your own and your team’s knowledge and development, you should also be ready to act as an escalation point for any service failures and ensure that resolution plans are executed correctly.

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

This is a fast-paced and complex role, and to be a success you’ll have plenty of experience working with customers in an IT service delivery environment. So, with this in mind you should hold a BTEC or its equivalent, preferably in Information Technology, or have plenty of relevant, hands-on experience in a similar role. You’ll have worked with service management tooling, such as ServiceNow, and in addition to ITIL4 Managing Professional certification, you should possess broad technical understanding and well-developed awareness of service design across the delivery lifecycle.

Some experience of international service delivery, ideally within the public sector, would be desirable, as would the ability to manage internal suppliers and third parties. You’ll be at an advantage if you can show technical knowledge relating to security, IT and communication technologies, and any commercial expertise would be a plus. You’ll be working with a wide range of colleagues and stakeholders, so it’s important that you have excellent communication and interpersonal skills, and a strong commitment to building long term relationships with our customers’ technical specialists and our product and services teams.

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 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:

• Experience of working within IT service delivery environments
• BTEC or equivalent, preferably in Information Technology or relevant experience
• Hands-on experience of service management tooling, such as ServiceNow
• ITIL4 Managing Professional
• Understand of service deign across the service delivery lifecycle
• Broad technical understanding

Qualifications

ITIL4 Managing Professional

BTEC or equivalent, preferably in Information Technology or relevant experience

Behaviours

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

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

Technical skills

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

• ITIL4 Managing Professional
• BTEC or equivalent, preferably in Information Technology or relevant experience.
• Experience of working within IT service delivery environments
• Hands-on experience of service management tooling, such as ServiceNow
• Understand of service deign across the service delivery lifecycle
• Broad technical understanding

Benefits

Alongside your salary of £48,801, FCDO Services contributes £14,137 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 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.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 Snr IT Service Mgr Opens in new window (pdf, 1833kB)