- Lead and manage the Service Management team (insourced and outsourced) to ensure the effective, efficient and secure operation of the HSE�s IT estate and the delivery of SM processes.
- Supporting the Deputy Director in creating joined up services.
- Monitor the performance of 1st, 2nd and 3rd Line Support teams to the complete IT estate (technologies and core business applications), ensuring that effective Incident and Problem Management leads to solutions and swift Return to Service for business users.
- Deliver an IT major incident management function.
- Design, document, establish, operate and be accountable for the delivery and execution of Service Management processes.
- Interpreting user insight and performance data to drive service design and iterative operational improvements for digital and assisted digital service channels.
- Clarifying and articulating the diverse requirements of users and delivery partners to support effective delivery of a service.
- Deliver plans that have positive impact and are aligned to the organisations overarching digital strategy.
- Develop and maintain the IT Budget and Forecast, accounting for expenditure and the rolling plan for the refresh of technologies.
- Ensure that all IT assets are documented, tracked, and identifiable by location and user, and all audit requirements supported, and the AMDB and CMDB are accurate and reliable.
- Manage and assure the HSE�s IT Assets and the IT Asset Lifecycle from requirements definition, to procurement, tracking, operation and disposal.
- Ensure that Software Licence Compliance is achieved, software assets identified and their use monitored and controlled.
- Deliver the effective User Administration of all IT Users
- Develop, test and continuously review the IT Services Business Continuity and Disaster Recovery Plan.
- We are looking for an experienced IT Service Manager with a background in managing ITIL functions across a range of internal and external suppliers.
- You will have a proven track record of IT Service Management successfully ensuring that live IT Services are protected at all times. creating high quality products and services which deliver value to organisational core business.
- You will be an inspirational, confident, and empowering leader who can effectively promote collaborative working across teams and achieve impact through others.
- An effective communicator, who has strong inter-personal skills and the ability to engage with senior stakeholders and a wide range of colleagues across the organisation.
- Expert knowledge of IT Service Management practices
- Excellent customer service skills, and able to instil and inspire in others a customer service ethic
- Excellent leadership skills, setting a positive example, including the ability to drive culture change and improve equality, diversity and inclusion
- Ability to work at pace in a complex multi-stakeholder environment at senior level and able to manage political and reputational risks.
- Able to see the big picture, identify tensions, set priorities, and make trade-offs between the strategic and the pragmatic alongside adopting different tactical approaches.
- Resilient with the ability to challenge peers and hold them to account for their teams operational performance.
- Experience of working with ambiguity and agility, with a developed ability to multi task, prioritising different functions at a short notice
- Ability to work with considerable autonomy and personal responsibility at pace,
- Experience of financial management, risk management and assurance.
- ITIL Intermediate Certificate
- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity.
- Competitive rates of pay.
- Access to the highly competitive Civil Service Pension Scheme to which HSE contribute , far more than in the private sector.
- Family friendly policies and working hours to help balance your home life and career.
- Carer friendly policies and working hours to help balance your home life and career.
- 25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leave.
- Parental leave benefits.
- As a member of HSE you will gain access to a wide range of fantastic benefits that you can take advantage of such as the Cycle to Work Scheme, E-Gift Cards and Vouchers via our partner EdenRed.
Head of IT Service Management - Bristol, United Kingdom - UK Civil Service
Description
Job summary
The Civil Service embraces equality, diversity, and inclusion. At HSE, your personal qualities are as important as your professional experience. We welcome applications from all backgrounds and all walks of life.
Our approach is to recruit �on merit on the basis of fair and open competition�, in line with the Civil Service Commission�s Recruitment Principles. As such, our thorough selection process ensures that you and every other candidate receive equal and fair treatment.
Keeping people safe and healthy matters and that�s what we do at the Health and Safety Executive. Every day, everyone on the team contributes to protecting lives and we apply our expertise to help influence change in mindsets about health and safety throughout industry. We undertake world-class science to build our knowledge about safe working practices, and then apply that understanding to the workplace, guiding every part of the economy to function safely. And when accidents happen, we investigate and hold those at fault to account whilst ensuring that lessons are learnt across industries. We are a modern, independent, data driven Regulator and we are proud to have made Great Britain one of the safest places to work in the world.
Technology, data, and digital services underpins everything that HSE does. We are a knowledge organisation, with a wealth of experience in keeping people safe. It is the responsibility of the Information and Technology Services (ITS) Division to ensure that everyone in the organisation can access our data and information, to share it and to use it to make effective decisions. We support over 3000 colleagues working in a hybrid style at home and in 26 offices across Great Britain. Our services keep inspectors functioning effectively and efficiently on industrial sites nationwide, from oil platforms in the North Sea to our deepest mines and quarries.
About Service Management. �
The Information and Technology Services (ITS) Division is responsible for delivering all IT Services to enable HSE to deliver its strategic and delivery plans. An exciting opportunity has arisen to lead the HSE�s IT Service Management Team. HSE�s IT Services have recently transformed, and we are continuing to build in-house capability to give us the skills and experience we need to take our ambitious business plans forward. You will manage a blend of insourced and out-sourced teams, to maintain and operate a modern IT estate.�
Job description
As Head of Service Management, you will be responsible for the overall design and delivery of end-to-end IT services provided to the Health and Safety Executive (HSE) ensuring excellent customer service. Our Service Model is based on ITIL (IT Infrastructure Library) best practice principles. The adoption and enhancement of these practices is an on-going priority activity with an ambition to achieve the highest levels of business value through service excellence. There is a need to employ skills specifically aligned with this ambition on an enduring basis to act as the focal point and lead for co-ordination, integration and continuous service improvement; ensuring that our service operations are business driven, customer focused and value for money. You will work under the direction of the Deputy Director IT Operations and will have line management responsibility for the 34 strong service management team.�
Key Responsibilities
Whilst the post can be based in any HSE location outside of London, it is expected that the successful candidate will be required to attend our Bootle HQ in Liverpool on a regular basis.
At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement and your allocated office will be your contractual place of work. There will be a requirement to travel to the office for various activities , collaborative working, supporting and training colleagues. If hybrid working is suitable for you and your role, the arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account. Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.
Person specification
Essential Skills:
You will therefore be able to demonstrate:
Desirable Criteria -
Qualifications
ITIL Foundation CertificateBenefits
Alongside your salary of �67,697, Health and Safety Executive contributes �18,278 towards you being a member of the Civil Service Defined Benefit Pension scheme.We invest in our people with;
This post is eligible for Excess Fares Allowance.� A successful internal candidate currently based at another office may be entitled to Excess Fares Allowance in line with HSE policy ()