Service Delivery Manager

Job title –Service Delivery Manager
Profession- Service Management
Directorate– Technology
Full Time equivalent- 37.5 hours
No of Roles– 1
Contract Type– Permanent
Location– Hybrid Working
UKHSA operates a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata,(averaged over a month) working at one of UKHSA's locations (Birmingham, Leeds, Liverpool, and London). Specialist or regional roles will be based at the appropriate UKHSA site. For certain roles, some additional flexibility may be possible, which will be agreed upon with the hiring manager based on individual requirements and business needs.
Working Pattern– Full Time / Flexible Working / Hybrid Working
Grade & Salary –Grade 7. National banding -£51,824- £61,414 per annum. Outer London -£53,812- £63,252 per annum. Inner London - £55,799- £65,089 per annum.
New entrants to the Civil Service are expected to start on the minimum of the pay band.
The role operates with a high degree of autonomy, with an expectation that stakeholder and supplier relationships can be established, managed, and enriched without oversight by a senior employee. The role can and will be expected to make professional decisions when it comes to operational changes, operational decisions around service restarts, project go lives, SLA and KPI reviews, and general oversight of the service within their portfolio.
The role itself will be part of a small, client-side team, with the ITSM disciplines (Service Desk, Major Incident Management, Problem Management, Change Management, Service Design, and Monitoring) being provided by a third party service partner.
The role will work across a number of departments:

• Product Delivery - by influencing and shaping future investment, based on operational performance
• Commercial- supporting during relevant vendor renewals and negotiations, specific tender exercises, and where needed, support and representation at various approval boards
• Finance- forecasting and budgeting, including holding a continuous lens on cost savings
• Business- during an outage, working closely with the business to support on managing the business output during system recovery

Comms- pioneering the work of Technology and encouraging the use of IT processes
As the IT Service Delivery Manager, you will be working very closely with several areas within IT as well as business stakeholders within the wider UKHSA.
The SDM will be engaged early in project delivery and work alongside the Service Design & Introduction Manager to ensure that new and adapted services are transitioned smoothly into BAU.
The SDM will be responsible for the availability of all production business services. That will entail working closely with the Service Desk, Major Incident, Problem and Change Managers and all level of support organisation.
The SDM will also perform periodic service reviews with 3rd Party and internal service providers, ensuring that SLA & KPI achievement is maintained and identify areas for continual service improvement.
The SDM is often required to work under pressure and outside of business hours when priority services are unavailable, or project implementations are underway
Main Duties of the Job

• The post holder plays a critical role in stakeholder management and will be expected to be interacting regularly with stakeholders (whom could be internal or even external in the form of Receiver Organizations) to continually assess their needs and expectations, and ensuring systems and processes are fit for purpose
• The post holder will be pivotal in providing operational updates (whether these are planned and unplanned service interruptions)
• The post holder will be working with internal teams to ensure delivery remains optimum and within service levels. These teams could vary from internal support teams, DevOps teams, Cyber, Procurements, Finance.
• The information being relayed is usually in highly technical terms which the post holder will need to be skilled in translating into “business speak”. For example, if a stakeholder wants an update on a critical incident and the underlying cause of the incident is highly complex, the post holder would be expected to translate this into a suitable stakeholder summary
• At times, updates to stakeholders may be challenging as it means delivering messages with a less than positive angle. The post holder would be expected to be able to lean into their communication toolkit and land messages professionally and respectfully, with empathy where relevant, especially if there are wider reputational implications as a result of the update. There may be a situation where the post holder has to influence a course of action to be taken by the business or by Technology so would be expected to have the skills to ensure the best outcome
• System performance issues- the post would have to manage business expectations around what is optimum availability and what is suboptimal, leaning into performance data to analyse capacity constraints and then making recommendations to address the bottlenecks
• Stakeholder feedback- the post will be forefront in managing stakeholder feedback in respect to operational services and hence would need to be skilled in managing both position and negative feedback
• Supporting Problem Management in root cause analysis. Working across ITSM disciplines to investigate and determine the underlying reasons to prevent future occurrences
• The post holder will assess options and present business justification with an options appraisal (where relevant) to enable stakeholder endorsement . This could be related to future maintenance programmes, an alternative way of utilising the systems, or future investment
• Stakeholder engagement principles at a service level. The post holder can agree with their stakeholders the best channel and mechanism by which to provide updates around IT governance

Essential Criteria

• Proficiency in defining, measuring, and managing service levels and KPIs to ensure service quality is optimum
• Working in partnership with UKHSA stakeholders and vendors to provision leading Service Delivery capabilities
• Operational oversight and delivery management of IT Services
• Skilled in managing vendors and working with UKHSA Procurement to ensure the best Service Delivery outcome for UKHSA, whilst ensuring value for money
• Ability to create performance reports based on clear metrics and lean into data to further optimise Service Delivery processes
• Advocate the use of ServiceNow in terms of ITSM delivery, and utilising essential functions of the tool
• Commitment to a kaizen approach to service improvement, leaning into CSI governance and principles
• Highly skilled in financial management, cost modelling, forecasting, and commercial analysis
• An understanding and appreciation of industry best practices such as ITIL
• A desire to continuously improve system service availability and reduce downtime for stakeholders, via enterprising, strategic, and tactical means
• Ability to manage across a stakeholder base, representing Technology amongst Senior Leadership forums
• Ability to support all the standard IT Service disciplines- Service Desk, Major Incident Management, Problem Management, Change Management, Continuous Service Improvement, Service Design & Introduction, Monitoring & Observability, and IT Service Continuity Management

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Selection Process
This vacancy is using Success Profiles, and will assess your Behaviours, Experience.
.
Stage 1: Application & Sift
As part of the application process, you will be asked to provide a Statement of Suitability in no more than 1000 wordsproviding examples of how you meet the essential criteria. It should also detail what you and your experience can bring to the role.
This part of the selection process should outline how you consider your skills, experience and achievements, and provide evidence of your suitability for the role, with particular reference to the essential criteria outlined.
You will also be asked to provide information within the ‘Employer/ Activity history’ section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history. This will be used in sifting process and will be scored
If you are successful at this stage, you will progress to interview
Stage 2: Panel Interview
All applicants that progress to interview will be assessed on behaviours / experience / technical / ability through Success Profiles.
When assessing strengths, we want to find out whether you and the job role are a good fit. We will look at what you enjoy doing and what you do well and often. By ensuring that the role is the right fit for you, you are more likely to enjoy it and perform well.
The Behaviours tested during the interview stage will be:
Seeing the Big Picture
Changing and Improving
Making Effective Decisions
Managing a Quality Service
Communicating and Influencing
Working Together
Developing Self and Others
Delivering at Pace
Benefits

• Alongside your salary of £49,592, UK Health Security Agency contributes £13,390 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
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• Range of health and wellbeing support

Any move to UKHSA 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.
Reserve List:
Candidates who pass the interview criteria but are not offered a post will be kept on a reserve list for 12 months and may be contacted if similar roles become available.
If you are interviewed for the post and do not meet the required threshold for the specified grade, your application may be assessed against a similar, lower grade role and you may be offered the post should one be available.
DBS -People working with government systems must complete Basic Personnel Security Standard (BPSS) checks which includes a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed for this role is BPSS however there may be a requirement for this role to be SC cleared and you should familiarise yourself with the criteria of security clearance.
This role is Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants. Appointments to roles within UKHSA will be made in accordance with the Civil Service nationality rules. These can be found at https://www.gov.uk/government/publications/nationality-rules This job is broadly open to the following groups:

• UK nationals
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals of the Republic of Ireland
• Nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
• Relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• Relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• Certain family members of the relevant EU, EEA, Swiss or Turkish nationals

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's Recruitment Principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run aDisability Confident Scheme (DCS)for candidates with disabilities who meet the minimum selection criteria.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction.Read more about prison leaver recruitment.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Government baseline personnel security standard
It’s important to note that there are currently exceptions to applications being considered if your conviction relates to any of the following:

• life sentences
• arson
• sexual offences
• hate and terror offences

Some departments will also consider the specific offence against the nature of the business, i.e., a conviction for fraud may rule you out for a finance role