13 Jobs in Warrington
Service Delivery Manager
Job summary
Information about the Command
Digital, Data & Technology (DDaT), supports NCA operational commands with how we exploit data and to ensure the NCA uses the best technology platforms with the right tools and applications to further enable the NCA to protect the public from serious and organised crime. We are responsible for defining and delivering our data and technology strategy, policy and architecture, and building and sustaining resilient services which are critical to our mission success.
The pace of change within the digital and tech world means we need to be agile and innovative in how we respond to threats while exploiting the opportunities this presents.
Information about the Business Area
Enterprise Services provides and manages the enterprise IT capabilities that support the NCA and its partners in delivering operational outcomes across the Serious and Organised Crime (SOC) system. Operating 24 hours a day, 7 days a week, all year round, the team ensures services are reliable, resilient, and available when they are needed most.
Working in partnership with suppliers, Enterprise Services maintains a strong focus on delivering cost-effective, high-quality services that meet current organisational needs while supporting ongoing transformation. The team leads the introduction of new services into live operation, ensuring they are implemented smoothly and deliver tangible value across the estate.
Enterprise Services plays a critical role in managing and driving the supply chain, enabling the NCA to remain agile and responsive, while building and sustaining a future-ready technology environment.
Job description
An opportunity has arisen to join Specialist Operational Services (SOS) as a Service Delivery Manager and Major Incident Practice Manager.
We support a number of operationally focused IT services on behalf of Enterprise Services, responding to incidents, escalations and service requests. The critical services are delivered and supported on a 24/7 basis. To deliver this, we continually look to develop and build a team of professional and experienced IT service support and management practitioners.
The post holder will be required to be part of an on-call 24/7 rota, which attracts an on-call allowance for each session you are on-call.
The successful candidate will be working in a fast-paced environment and will need to be flexible and responsive to changing priorities and be able to quickly grasp, assess and deal with complex issues.
Role DescriptionThe successful candidate will be required to act as a Service Delivery Manager and Major Incident Practice Manager, applying the ITIL framework, responsible for ensuring the effective, consistent delivery of IT services that support business operations and a high-performing service desk, ensuring services are reliable, efficient and aligned to user needs.
The candidate will act as the primary point of accountability for service quality, coordinating internal teams and third-party suppliers to achieve agreed service levels, driving continual service improvement and embedding best practice across multiple services.
The role demands strong leadership, accountability and sound judgement, with a focus on delivering a reliable, efficient and customer-centred service in a complex operational environment.
Duties and ResponsibilitiesIncident Management:
Responsible for restoring normal service operation as quickly as possible following an unplanned disruption or reduction in service.
Problem Management:
Identify and manage the underlying causes of incidents to prevent recurrence and minimise the impact of future disruptions.
Knowledge Management:
Creation, sharing and maintaining of information to support efficient service delivery and decision-making.
Request Management: Ensure that service requests are logged, categorised and fulfilled in line with agreed service levels.
Change Management:
Support the change management function to ensure that changes to services are assessed, approved, implemented and reviewed in a controlled manner, minimising risk to live operations and service stability.
Service Reporting:
Produce meaningful reporting on service performance to support decision-making, accountability and continual improvement.
Supplier Management:
Ensure that third-party suppliers deliver services in line with agreed commitments, supporting overall service quality and performance.
On-call working
On-call working approximately one week in every seven. 24hr/day on-call availability required. This may be subject to change and the frequency will be directed by your line manager.
Person specification
IT SkillsAbility to confidently work with M365 as well as learn other applications and programmes as required.Data AnalysisAbility to extract and interpret data/information. Customer Service Understands who the customer is, what they want and need and effectively delivers against those requirements, exceeding expectations where possible.OrganisedAble to plan carefully, keep things tidy and work effectively.Problem SolvingUsing logic and imagination to make sense of a situation and find an intelligent solution.CommunicationConveys information clearly and effectively through written and verbal communication. Time ManagementEffectively manages time and workload and escalates issues - ensuring tasks are completed to agreed standards and timelines.Team WorkWorks effectively with others to focus on and achieve joint outcomes, rather than individual goals.Relationship ManagementDevelops and maintains positive relationships with internal and/or external stakeholders in order to achieve stakeholder needs and business objectives.Knowledge ManagementUnderstands the service, records relevant information and makes available to colleagues to ensure effective and resilient delivery.Essential Criteria
You must meet the essential criteria and evidence this within your application to be considered for the role.Entry Requirements- Experience of IT service management or 1st line support.
Desirable Criteria
Desirable criteria are only used for assessment in the event of a tie break.- ITIL Foundation (v3, v4 or v5).
- Experience of using an IT service management tool.
- Critical thinking and problem solving, using knowledge, facts and data to effectively solve problems.
- Experience of authoring work instructions for 1st and/or 2nd line support.
Benefits
Alongside your salary of £45,326, National Crime Agency contributes £13,130 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).All NCA employees are members of the UK Civil Service and eligible for the Civil Service pension scheme, alongside your salary the NCA contributes £13,130. Further information on the benefits of the scheme is available on the Civil Service Pension Website.
New entrants to the NCA receive 26 days annual leave, rising to 31 on completion of 5 years continuous service, plus 8 bank holidays.
If qualifying criteria is met new joiners from UK Police Forces or the UK Intelligence Community (UKIC) will have service with those employers taken into account for continuous service purposes for annual leave entitlement only, this will be up to a maximum of 31 days leave (including 1 privilege day).
Other benefits include:
- Flexible working, including flexi-time, compressed hours and job sharing (in line with business requirements)
- Family friendly policies, notably above the statutory minimum
- Learning and Development opportunities
- Interest free loans and advances, including season tickets, childcare and rental deposits
- Housing schemes - Key Worker status
- Discounts and Savings with a wide variety of services including Cycle to Work, Smart Tech schemes, dental insurance, gym discounts and savings on everyday spending, available through the Reward Gateway , Edenred and Blue Light Card schemes.
- Staff support groups/networks
- Sports and social activities, including membership to the Civil Service Sports Council (CSSC)
Further information is available on the NCA Website.
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
How we will assess youYour application will be assessed against the following:Experience Criteria - will be assessed by 250 word examples on:- Experience of Managing IT Service Desk Operations and IT Support Service
- Analysing Information to Inform DecisionsA panel will assess how well your application demonstrates the requirements outlined above.
A panel will assess how well your application demonstrates the requirements outlined above.
Full advert details for this vacancy can found on the advert on the NCA Recruitment Portal. Please follow the link to apply at advertisers' site.Longlist
In the event of a high number of applications, we may operate a longlist. Applicants will need to meet the minimum pass mark for the lead criteria.
- Experience of Managing IT Service Desk Operations and IT Support Service
Candidates who do not meet the minimum pass mark for the lead criteria will not progress to having their other criteria assessed. Applications must meet the minimum criteria to be progressed to the assessment stage.
You will receive an acknowledgement once your application is submitted.
We aim to have sift completed and scores released within 10 working days of the closing date of the advert. For high volume campaigns this timeframe may be extended.
Scores will be provided but further feedback will not be available at this stage.
For guidance on the application process, visit:NCA Applying and Onboarding
Assessment 1
The format of this assessment will be Interview which will be tested on the criteria listed in the Success Profiles at Assessment section.
Success Profiles at Assessment
Behaviours- Delivering at Pace
- Managing a Quality Service
- Making Effective Decisions
- Sound understanding of information management, data protection and privacy principles.
- Experience of service management or a senior role on an IT service desk.
- Experience of using an IT service management tool.
- Experience of applying ITIL to services.
Reserve lists can be used to fill similar role types across the Agency where the assessment criteria is considered a match by the recruitment team and the business area.
In the event of a tie at the assessment stage, available roles will be offered in merit order using the following order:
- Lead criteria (behaviours/technical/experience)
- If still tied, desirable criteria will be assessed (if advertised)
- If still tied, application sift scores will be used
Security and Vetting
People working with government assets must complete baseline personnel security standard checks.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is SC Enhanced. All security clearances will be managed by the NCA.For more information on security vetting please visit: UK Security Vetting guidance for applicants and Demystifying Vetting and see our vetting charter at: The Vetting Charter.Vetting requirements - SC Enhanced
Prior to commencing the role, you will need to successfully complete SC Enhanced clearance and then achieve DV Enhanced clearance within the first 12 months in post. The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years.The requirement for DV Enhanced clearance is to have been present in the UK for at least 7 of the last 10 years.Failure to meet the residency requirements will result in your security clearance application being rejected.If the increased clearance cannot be obtained you will be moved to a role appropriate to your clearance level achieved on entry. For further information on National Security Vetting checks please visit the following page Demystifying VettingIndividuals will be required to undertake and pass a substance misuse test as part of pre-employment checks.Occupational Health
Successful candidates will be expected to undertake an occupational health assessment. Depending on the role an in-person medical may be required in either London or Warrington. Unfortunately, travel costs will not be reimbursed.Things you need to know
Multi Location
Where multiple locations are advertised, appointments will be made in merit order for each location.
Please indicate up to three location preferences clearly. Only your first three preferences will be considered. You may be allocated to any of the locations you select. If you decline an offer for a location you have selected as a preference, a further offer may not be made.
If you choose to reject an offer and no alternative preferred location can be offered, you will not be able to return to the process or be placed on a reserve list.
Only the advertised locations are available; any additional notes added to the application will not be taken into account.
Near Miss
If you meet the criteria for a lower grade, you may be offered that role if not appointable at the advertised grade.
Conversely, if found appointable at a higher grade but no posts are available, you may be offered a lower-grade role.
All offers are made based on merit.
Hybrid Working
The NCA supports hybrid working. The extent of remote working will depend on the role and can be discussed at the offer stage.Reasonable Adjustments
We’re proud to be a Disability Confident Leader and an inclusive, equal opportunities employer.
We’re committed to creating a workplace where everyone can be their authentic self. If you’re neurodiverse, have a disability, or live with a long-term health condition, we encourage you to let us know about any reasonable adjustments you may need during the recruitment process.
If you experience accessibility issues with the advert or require reasonable adjustments, please contact our Recruitment Team at Central.Recruitment@nca.gov.uk before the advert closing date.
Please ensure you complete the ‘Equal opportunities’ and 'Reasonable Adjustments' sections in the application form to inform us on what support you may need in the recruitment process.
For more on our Disability Confident commitment, visit Disability Confident Scheme , Civil Service Careers.
Visit NCA Benefits and Support for more details.
Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy
In order to monitor the effectiveness of the National Crime Agency's Diversity & Inclusion strategy, we require certain personal details about you on submission of your application for statistical and monitoring purposes only. Please note that this will be treated in confidence and will not impact your application.
This vacancy is part of the Great Place to Work for Veterans initiative.Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit on merit through fair and open competition, in line with the Civil Service Commission's Recruitment Principles.
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.
If you believe your application has not been treated fairly, email: Central.Recruitment@nca.gov.uk (quoting the vacancy reference).
If unresolved, you may escalate your complaint to the Civil Service Commission.
Working for the NCA
The National Crime Agency is a 24/7 organisation, and working patterns must support business requirements. Some roles may require you to respond at short notice or outside of core hours.If preferable, alternative contract types may be available. Please review the green bar of this advert to view all available contract types for this role. Where Loan or Secondment options are available, these would be for existing Civil Servants (Loan) and applicants from accredited Non-Departmental Public Bodies (NDPBs) or any other employer (Secondment). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.If you have any specific queries about the role that are not covered by the advert, please contact:Name : Central Recruitment Team
Email : Central.Recruitment@nca.gov.uk
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 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
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.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 : central.recruitment@nca.gov.uk
- Email : central.recruitment@nca.gov.uk
Recruitment team
- Email : central.recruitment@nca.gov.uk
Further information
If you believe your application has not been treated fairly, email: Central.Recruitment@nca.gov.uk (quoting the vacancy reference).If unresolved, you may escalate your complaint to the Civil Service Commission.
Salary range
- £45,326 per year