Service Delivery Manager

Job summary

The MOD's digital teams ensure we remain among the most technologically advanced Armed Forces in the world. We develop and lead in cutting-edge data science, automation and cyber security solutions to protect the UK and its interests, at home and abroad.

Our mission also goes beyond the battlefield by leading humanitarian efforts and driving innovation that impacts lives across the globe.

▶ Watch to find out more about what we do.

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

High Grade Messaging (HGM) forms part of the team structure providing 24/7/365 service delivery, to a select customer base within the UK and overseas.

As HGM Service Delivery Manager, you’ll have a primary operational focus, managing service delivery in a high-tempo, customer-facing environment. You’ll ensure service performance standards are met, services provided are resilient and be instrumental in service transition projects.

Accountable for the performance of the teams, you’ll ensure they’re motivated and collaborative, identifying and resolving issues as required.

You’ll focus the team on what is most important for the delivery of products and services and encourage and facilitate continuous improvement. You’ll coach and mentor team members and others, to apply the most appropriate Agile and Lean tools and techniques.

High Grade Messaging is being replaced by Military Messaging, with service transition work already underway.

Responsibilities

• Responsible for the delivery of HGM, to meet the designated delivery requirements and performance activities of Service Level Agreements (SLA), in a cost-effective manner.

• Ensure the delivery of MOD’s Messaging Services on the associated platforms and manage the processing of messaging signals.

• Act as the departmental Assistant Security Officer, ensuring that the appropriate security regulations and procedures for all aspects of physical, personal, documentary and digital security are correctly adhered to.

• Act as Line Manager/Countersigning Officer for civilian staff, complete annual appraisals for military staff and hold regular face to face staff briefings, to communicate both core and local information across all managed sites.

• Manage, in consultation with senior management, implementation of organisational change and business improvements within your area of responsibility. Liaise with authorities and represent Messaging at meetings and forums, as a subject matter expert.

• Responsible for the implementation of business management systems and reviews, ensuring compliance with overarching policies and processes.

• Manage, maintain and control all aspects of the appropriate Crypto Account, providing full records for accountability.

• Provide support to project teams and commercial partners, during the transition to the replacement Military Messaging facility.

Person specification

Please ensure that your application meets the essential criteria below:

We would expect to see experience of service delivery in a digital environment, management of Service Level Agreements and knowledge of IT security and/or ITIL service transition practices.

To be successful in this role, you’ll also need:

• Experience in leading and supporting a busy and diverse team, able to multitask and prioritise when faced with competing deadlines.
• Knowledge of security policies and procedures.
• Ability to build and maintain strong working relationships.
• Great communication skills, both verbal and written.
• Ability to quickly assess information and make credible recommendations at pace.
• Proficiency in the use of Microsoft 365 software, including Excel and Outlook.
• Motivation to learn and commitment to your continuous development.

Additional details

There will be a requirement to travel to meetings or attend training courses within the UK (or potentially occasional overseas visits).

We have fantastic learning and development programmes to gain externally recognised qualifications and if not held already, opportunity may be provided to gain the following when in post:

• ITIL (Information Technology Infrastructure Library) certification

As High-Grade Messaging (HGM) is a critical service in Defence, Reservists must be aware that HGM will take priority above most routine Reservist activities.

If not already held, successful candidates will be required to undergo Developed Vetting (DV) clearance.

Please note this position is open to sole UK Nationals only.

As the post holder will have access to very sensitive information, there are limitations on travelling to a small number of countries and we will undertake additional security checks as part of the recruitment process. Applications from candidates with close connections to certain countries may take considerably longer to process, or in some cases result in a withdrawal of an offer of employment. Further details will be provided at the conditional offer stage.

Behaviours

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

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

Technical skills

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

• Service management framework knowledge

Benefits

Alongside your salary of £37,720, Ministry of Defence contributes £10,927 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Our benefits include:

• Learning and development tailored to your role with a dedicated minimum of 5 days per year.
• 25 days paid annual leave rising (by 1 day per year) to 30 days upon completion of five years’ service.
• Ability to roll up to 10 days annual leave per year.
• In addition to eight public holidays per year, you will also receive leave for HM The King’s birthday.
• A Civil Service pension.
• Parental and Adoption Leave.
• Discounts on a range of services within and external to the civil service – Defence Discount Service, Civil Service societies for Sports and Leisure, Healthcare, Insurance, Motoring, Company discounts with Virgin, Vodafone, and Microsoft Office.
• In year rewards and ‘thank you’ schemes such as vouchers and gift cards.
• A culture encouraging inclusion and diversity.
• Find out more here - Discovermybenefits.

Where business needs allow, some roles may be suitable for a combination of office and working from home as part of a non-contractual hybrid working arrangement. All office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to site capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD workplace, will also count towards this level of office attendance. Applicants can request further information regarding how this and other flexible working arrangements may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

Please Note: Expenses incurred for travel to interviews will not be reimbursed.

The post does not offer relocation expenses.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

Any move to MOD 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/.

The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.

MOD Recruitment Satisfaction Survey – We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights.

Equality and Diversity

Our people are at the heart of everything we do. It’s vital that our workforce reflects the diversity of both our audience and the wider society in the UK, so we’re proud to be an equal opportunities employer and we actively seek candidates from diverse backgrounds and communities. We also recognise the importance of a good work life balance, so we do everything we can to accommodate flexible working, including part-time and job shares for all our roles. Please just let us know in your application or at any stage throughout the process if this is something you want to explore.

Defence operates an organisation model in which every individual belongs to a Government Profession. The successful applicant will be posted into one of the defined Government Professions on Standard Terms of Reference for the grade. Defence reserves the right to move individuals between roles, within their allocated profession, to meet the needs of the business and in support of agile resourcing.

Defence is going through a significant transformation programme which aims to improve the way the Command conducts its business and delivers for Defence and the nation. As a consequence of this, all posts within Defence Headquarters and in time the wider organisation, are/will be subject to review and potential changes as we continuously improve across the period of the transformation programme. These changes may be minor or could be more substantive and will generate new opportunities. Throughout, the transformation programme is committed to following the MOD’s framework on managing and supporting people through the change process and places an emphasis on early and open consultation and engagement with personnel and Trade Unions.

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.

Candidates will be required to provide CV details to include job history; qualification details and previous skills and experience.

Candidates will be required to provide a Personal Statement (1250 words max), which will be assessed against your responses to the questions listed below. Each one will be scored and make up part of your overall score to assess your suitability to be invited to interview:

1. Describe your experience of working within a service delivery, or similar, environment.

2. Tell us about your experience of leading a team to deliver outcomes, within an organisation.

3. Provide an example of when you have used your communication skills effectively in the workplace.

At sift, you will be assessed against your CV, assessed against your relevant skills, knowledge and experience for the role and on your Personal Statement.

Interviews

At Interview we will assess you against these Behaviours and Technical Skills during the interview process:

• Leadership
• Delivering at Pace
• Communicating & Influencing
• Working Together
• Managing a Quality Service

Technical Skills

• Service management framework knowledge

The Digital, Data and Technology Profession Capability Framework and the professional role used in this vacancy can be found at: IT Service Manager - IT service manager - Government Digital and Data Profession Capability Framework

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk .

As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system.

Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.

The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.

The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out.

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.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 : Defence Digital Talent Acquisition Team
• Email : ukstratcomdd-hr-talentacqdel@mod.gov.uk

Recruitment team

• Email : DBSCivPers-ResourcingTeam3@mod.gov.uk

Further information

Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: , Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk

Attachments

Defence Digital Candidate Pack Opens in new window (pdf, 4734kB)