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We have a great new opportunity to lead one of DWP's brilliant User Support Services (USS) Service Management Teams.
Our teams are part of the wider service management community that supports the delivery and continuity of DWP's live service, for over 100,000 colleagues. We support end users who are delivering critical citizen facing services to more than 20 million customers.
We're responsible for all onsite and remotely delivered Field Services nationally.
It's big stuff, and important. We provide responsive IT support which keeps DWP operations online and ensures our people have the right tools to do their jobs.
Duties. Work. Projects.
This role is a high profile leadership role. You'll be responsible for building teams and coalitions across DWP's Technical Services and beyond, to transform the delivery of a range of on-site and remote services.
You will be supported by a small leadership team who in turn matrix manage up to 200+ field engineers.
Together we provide first line help and support. We optimise the delivery of new and enhanced digital products and services and help find efficiencies for DWP.
From resolving technical issues to creating and supporting a digital workplace, we aim to deliver innovative solutions that help over 100,000 colleagues in 800 locations get the most from our technology.
Experience in leading a similar operation in a modern digital IT support environment providing first line on site field services is something that will really help you hit the ground running.
You'll have accountability for areas like our Techbar, deployment, site visits, and Accessibility service outcomes. It's your job to make sure we get value and quality out of these services.
You'll need strong leadership and influencing skills to develop, implement and run exceptional field services through a range of on-site and digital delivery channels
Your team will be geographically dispersed and will require significant travel in future.
What skills, knowledge and experience do you need to show us?
The ideal candidate for this role will be able to demonstrate the following essential criteria
You are able to work with others to identify areas for improvement and simplify processes and increase efficiency
Service Reporting: You leverage your data analytics skills to enhance business performance
You can motivate, empower and equip your team and those around you so that they are focused on and can deliver the top priorities
You communicating in a straightforward, honest and engaging way, based on your audience
You understand the complexity and diversity of customer needs and expectations, and you create regular opportunities for colleagues, stakeholders, delivery partners and customers to help improve the quality of service.
Knowledge of a service management framework (e.g. ITIL) with previous experience of Service Management
Demonstrable experience of managing large IT programmes, projects, products or services, and applying your knowledge of technologies, solutions and technical capability
Proven track record of implementation, negotiation and delivery with stakeholders at all levels
Experience managing infrastructure technology across a multi-supplier landscape.
Details. Wages. Perks.
The nature of this role, which supports DWP users across the whole country. So, you can be based in a number of locations, including Birmingham, Blackpool, Cardiff, Glasgow, Leeds, Manchester, Newcastle-upon-Tyne, Sheffield.
We also all have the tech and tools we need to enable our people to work flexibly, and many of us are working remotely at the moment due to COVID-19.
We offer a competitive salary up to Â£59,589, a brilliant civil service pension of circa 27% and a leave package starting at 26 days.
We also have a broad benefits package built around your work-life balance which includes:
Flexible working, including flexi hours and flexi days off
Family friendly policies
Volunteering and charitable giving
Discounts and savings on shopping, fun days out and more
Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
Sports and social activities
Learning and development, including coaching, mentoring, qualifications and accreditation, career progression opportunities and lots more.
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