Vacancy -- IT Service Manager
Working for the Civil Service
The Welsh Government's recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.
The Civil Service Code sets out the standards of behaviour expected of civil servants.
Vacancy Details
Purpose of Post:
The Welsh Government is growing its Digital, Data and Technology profession. Teams across WG are now looking to improve their services and policies using digital and you could be part of this exciting area of work.
As an IT Service Manager you will……
Be primarily responsible for the day to day operations and delivery of ITIL processes against services including People Management if/where applies.
Play a vital role in continually developing and strengthening the delivery of ITIL related processes.
Provide governance across the areas of expertise for the highest level of delivery and support for the WG services.
The Service Manager’s responsibilities fall within the following main areas:
Management of SLA/KPI Attainment
Escalation Management
Operational and Delivery Management of ITIL processes/functions
People Management
Quality and Continuous Service Improvement (CSI)
Welsh Government currently has roles in teams dealing with ICT Business as Usual and Education
Welsh Government is looking to grow its digital, data and technology profession and there is potential that other similar roles will become available within other teams. We will keep a reserve list of those who successfully pass the interview stage and if a similar role becomes available we will look to contact those on the reserve list.
Key tasks:
Your main responsibilities will be:
- Assist in managing successful service delivery through the use of controlled processes and policies (SLA achievement and high level of customer satisfaction across managed services)
- Monitoring and managing overall performance of services against specific process delivery
- Assists in defining process strategy, policies and standards
- Assists in defining and monitors Key Performance Indicators
- Ensures the process is managed and performance is as agreed and documented
- Good communication around issues and opportunities
- Ensuring operations teams are aware of changes and are prepared
- Manage process/ service management governance including reporting packages
- Continuously striving for removing all obstacles to customer satisfaction and / or financial performance
- Working with the Business and operations teams to identify and manage service improvement activities
- Attend as required service review meetings
- Along with operational managers and technical leads contribute to the overall performance of BAU
- Management and control of service delivery ensuring that agreed targets and service levels are met and appropriate qualitative standards achieved
- Effective resource and task management to ensure guaranteed cover to the business
- Assist and actively collaborate on Audit preparation and readiness
- Attend, as required, Change Advisory Board (CAB) meetings
- Attend regular meetings as applies
If applies, people management including:
- Staff 1-2-1’s and Personal development goals
- Maintain employee climate and morale, encouraging good cross functional working and ensuring that local concerns are addressed appropriately
- Mentor, Coach and Lead team ensuring WG continue to leverage best of breed practices
Process and Procedures management
- Management of ITIL managed processes
Service Delivery Management
- Constantly monitor and manage the SLA’s agreed with the business on managed services
- Work on and present service/process reporting to management
Team Leadership & People Management
- Meetings
Undertake regular meetings with the Ops Managers where operational feedback/issues need to be raised. (Monthly)
- Hold Appraisal meetings (Qtly)
- Attend Team leadership meeting (Monthly)
- Attend Ops Team Leadership meeting
- Attend Periodic Team / ICT meetings
Statistics and Trend Management
- Trend analysis and the identification of recurring issues or pro-active problem solving
- Review with the Ops Managers the delivery performance via relevant reports, identify issues and set plans of improvements and present to management
Management Support
- Prepare and Review performance against processes and policies with management using a reporting package
- Assist in day to day service support and delivery
Development opportunities:
As part of the DDaT profession it will be important to keep your skills up to date and this will be supported by in-house training from within the community.
If you want to develop your skills in other areas e.g. those listed as desirable criteria, the DDaT profession within WG will support that. There are a range of opportunities available including formal training e.g. ITIL, informal shadowing and knowledge transfer from existing staff or attending specialist, role specific training offered by UK Government.
There will also be subject specific training from your teams giving you a background of the area of work you will be working in and training for any systems they support.
Opportunities may arise for you to move to other key projects depending on Ministerial priorities thereby growing your portfolio of work.
Closing Date:
Eligibility
Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:
Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.
Equality and Diversity
The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.
We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.
We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.
We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.
Disability Confident
A Great Place to Work for Veterans
Welsh Language Requirements
The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace.
The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.
Social Partnership
In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.
Our 3 recognised trade unions are:
• PCS
• Prospect
• FDA
This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
• pay
• terms and conditions
• policies and procedures
• organisational change.
Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.
The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.
Competencies / Job Specific Criteria
As part of your application, please prepare a personal statement that outlines how you meet the following ESSENTIAL requirements for the role. Your personal statement should be no more than 2 sides of A4.
To be successful for this role you will be:
Managing a Quality Service
Prioritises tasks and understands business needs. Measures the impact of their work. Ensures that services are available for users (99999 approach). Proactively manages problems which underpin service availability by employing programme, project and risk management methodologies appropriately.
Changing and Improving
Makes the right decision at the right time. Fixes the cause of the problem, not the effect.
Delivering at Pace
Focuses on delivering timely performance and takes responsibility and accountability for quality outcomes. Works to agreed goals and deals with challenges in a responsive and constructive way. Applies agile techniques to continual service improvement.
Relationship Management
Influences stakeholders and manages relationships effectively. Builds long term strategic relationships. Facilitates and delivers the business outcomes.
The following technical skills are also ESSENTIAL for success in this role. Please ensure you attach a CV which demonstrates your ability in relation to these skills.
ITIL qualified to a minimum of foundation level v3
ITSM Toolset Knowledge
This role also requires National Security Vetting to SC (Security Cleared) level. (If the successful candidate does not already hold SC clearance, the post will be offered on a conditional basis of obtaining SC clearance).
Additional evidence MAY be provided against ANY of the following DESIRABLE job specific capabilities (and will be used to distinguish between candidates assessed at a similar level). Please include this evidence in your CV.
ITIL qualified to Intermediate Level
Assessment Mechanism
To apply for this role you will be asked to attach the following:
- A Personal Statement of suitability explaining how your experience and skills provide evidence against the essential requirements of the role. Your Personal Statement should be no more than two sides of A4.
- An up to date CV including evidence of the essential technical skills and any desirable job specific capabilities where applicable.
Please note applications will be assessed in the first instance on the basis of evidence provided in relation to the job specifics criteria. Applications from candidates that fail to satisfy our requirements against the job specifics will not be assessed further.
If you are successful at the sifting stage, you will be invited to interview. The interview will focus on your skills and experience in relation to the essential requirements of the role. We may also include a test or assessment if appropriate.
Following the interview, if successful, we may keep your details for up to 12 months on a reserve list should other similar posts become available.
PLEASE NOTE: It is important that you do attach both of these documents (both the Personal Statement and CV) in your online application to be considered for this role.
Assessment Process
Other Information
- Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
- Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
- For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
- Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.
How to apply
All applications for this vacancy should be made online via the Welsh Government's online application system. If you have a disability which would prevent you from applying on-line, please e-mail SharedServiceHelpdesk@gov.wales to request an application pack in an alternative format, or to request a reasonable adjustment related to a disability in order to submit your application.
To apply, you'll need to have an account on our online application system. Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account. Registration takes just a few minutes to complete. You'll need an e-mail address to be able to register. Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.
If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.
For further information regarding the Welsh Government recruitment process, please see the Recruitment Guidance for External Candidates (link).
When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)
Grievance and Complaints
This vacancy is closed to applications.