Service Management Lead

The Department for Business and Trade (DBT) is the department for economic growth. The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support businesses to invest, grow and export, creating jobs and opportunities across the country., DDaT is embarking on a significant programme of governance and assurance improvement across our technical estates. This role sits at the heart of these initiatives and will have responsibility for implementing an already advanced Technical Services Improvement Plan, but also for assessing those plans and evolving them where appropriate, using either ITIL aligned processes or similar best practice methodologies. It will involve ensuring accurate documentation, managing stakeholders who want different, sometimes conflicting outcomes from the same process, and engaging across DDaT and wider DBT., You will:
+ Lead on the creation and implementation of a Service Management Operating model and Continuous Improvement Plan, focused initially on the Cirrus MOU and End to End EUC support model. This will include identifying and developing improvements to the plan itself based on your own experience of best practice, and defining and evolving assurance based on the ITIL v4 framework
+ Fully document relevant practices and ensure they are agreed to by all relevant stakeholders. You will need to be able to manage active and reactive conversations, know when to escalate, and know when to act
+ Be a senior Subject Matter Expert in a team of Service Management professionals identifying problems in the team and ensuring you give constructive and adaptive feedback with the aim of achieving successful outcomes
+ Engage with Third Party providers where appropriate to ensure plans are seen through to completion
+ Proactively support the wider rollout of ITIL Service Management practices in our DDaT enterprise, being able to assure standards, Offers will be made in merit order based on location preferences. If you pass the bar at interview but are not the highest scoring you will be held on a 12-month reserve list in case a role becomes available. If you are judged a near miss at interview, you may be offered a post at the grade below the one you applied for.
This role requires SC clearance. DBT’s requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. Failure to meet this requirement will result in your application being rejected and your offer will be withdrawn. Checks will also be made against:
+ departmental or company records (personnel files, staff reports, sick leave reports and security records)
+ UK criminal records covering both spent and unspent criminal records
+ your credit and financial history with a credit reference agency
+ security services record
+ location details
More about us
This role can only be worked from within the UK, not overseas. If you are based in London, you will receive London weighting. DBT employees work in a hybrid pattern, spending 2-3 days a week (pro rata) in the office on average.
Travel to your primary office location will not be paid for by DBT, but costs for travel to an office which is not your main location will be covered. You can find out more about our office locations, how we calculate salaries, our diversity statement and reasonable adjustments, the Recruitment Principles, the Civil Service code and our complaints procedure on our website. Find out more about life at DBT, our benefits and meet the team by watching our video or reading our blog!
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.

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
Further information on nationality requirements (opens in a new window)

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 the Civil 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).
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You'll be proactive but thoughtful, well versed in the challenges you will face when leading the Technology Service Management team. You will manage technical and non-technical stakeholders respectfully but firmly and be able to see complicated tasks through to completion. You will be quality and outcome focused, able to understand when to gather more information and when to act and pride yourself in making considered decisions., + Experience creating and implementing Service Management and Improvement programmes
+ Extensive experience in designing and implementing either ITIL aligned processes or good practice methodologies
+ Managing a wide variety of stakeholders with conflicting priorities
It is desirable that you have:
+ Experience with implementing ITIL V4 based practices across a growing enterprise
+ Foundation, or better, Qualified, At the interview stage for this role, you will be asked to demonstrate relevant Technical Skills and Behaviours from the Success Profiles framework. These are role specific and in line with the DDaT Capability Framework.
Technical Skills
+ User focus
+ Service Management framework knowledge
+ Stakeholder relationship Management
+ Strategic thinking
Behaviours
+ Leadership
+ Working Together
+ Managing a Quality Service

+ Learning and development tailored to your role
+ An environment with flexible working options
+ A culture encouraging inclusion and diversity
+ A Civil Service pension with an employer contribution of 28.97%