[New Job Opening] Service Desk Operations Manager job Vacancy in London


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Job Details:
Position Name :
Service Desk Operations Manager
Job ID :
Description : Service Desk Operations Manager
Location: London, Sheffield, Birmingham, Nottingham & Glasgow
Oleeo: 52954
Closing Date: Friday 11th February 2022
Interviews: 1st March 2022
Grade: 7
Salary: London £54,274 – £63,500, National £50,427- £59,000
The Role
We’re recruiting for a Service desk Operations Manager here at MoJ Digital & Technology, to be part of our warm and collaborative service Operations team.
The Service Desk Manager reports directly to the Head of Service Desk.
You will be working in a Service Integration and Management (SIAM) model and essential to your success will be the ability to build and maintain effective relationships with a variety of suppliers, both internal and external, across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, HMCTS.
As a Service Desk Manager, you will be accountable for the delivery of a high-quality governance. You will lead the implementation and improvement of Service Desk processes and supporting systems into the Authority and ensure that you have a strategy and roadmap for evolving our operational processes and capability.
The role is also responsible for the operational delivery of the Compliments, Complaints and Escalation process and procedures for Digital and Technology.
To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy.
Key Responsibilities:
Govern the delivery of the Service Desk via the agreed Governance Structure.
Own the Contact Handling Process utilised by the Service Desk, driving improvements and maturity
Continue to drive initiatives to deliver the Service Desk in a steady state and support continuous improvement
Work with the Service Desk supplier to ensure performance and quality of the function is at the highest level
Support new demand for the Service Desk to implement required changes or modifications
Build strong relationships with Internal and External Stakeholders, and ensure processes are interlinked
Continuous Service Improvements, providing value for money and drive towards Self-Heal
Working collaboratively with the Service Desk to identify improvements and success
Ensure the Service Desk is managing the lifecycle of Severity 3 & 4 Incidents as per the agreed process, ensuring that trends are being identified for root cause resolution, CSI and Knowledge improvement
Manage (people and functional) the Compliments, Complaints and Escalation Team, driving improvements, value for money and maturity of the service provided
Support any innovations or Shift Left activities, reducing costs and improving Self-Heal
Support the:
Increase knowledge of the Service Desk to reduce all contacts
Increase Knowledge articles,
Empower the End User to Self-Heal
Support the development of a One Team ethos between MoJ and the Service Desk
Promote the usage of all Service Desk communication channels
Continuously strive to mature the service delivered to MoJ users
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
This is a Grade 7 role with a salary of London £54,274 – £63,500, National £50,427- £59,000 plus great benefits:
37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
10% dedicated time to learning and development with a budget of £1000 a year per person
Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
25 days leave (plus bank holidays) and 1 privilege day usually taken around the Queens’ birthday. 5 additional days of leave once you have reached 5 years of service.
Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
Wellbeing support including access to the Calm app.
Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT
Bike loans up to £2500 and secure bike parking (subject to availability and location)
Season ticket loans, childcare vouchers and eye-care vouchers.
5 days volunteering paid leave.
Free membership to BCS, the Chartered Institute for IT.
Some offices may have a subsidised onsite Gym.
Bike loans up to £2500 and secure bike parking (subject to availability and location)
Season ticket loans, childcare vouchers and eye-care vouchers.
5 days volunteering paid leave.
Free membership to BCS, the Chartered Institute for IT.
Some offices may have a subsidised onsite Gym.
Person Specification
Meet the requirements for SC clearance
Asset and configuration management. You know how to manage configuration items, related information, service compliance and risks.
Business analysis (IT operations). You can lead investigative work into problems with and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements. You know how to absorb large amounts of conflicting information and use it to produce solutions.
Continual service improvement. You know how to analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements. You help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems. You know how to achieve excellent user outcomes.
Relationship management. You know how to influence stakeholders and manage relationships effectively. You can build long-term strategic relationships. You know how to facilitate and deliver business outcomes.
Service focus. You know how to see the bigger picture and can investigate how to get the best of underlying services.
Service Management Framework knowledge. You have an expert Certificate in Service Management Framework qualification.
Service reporting. You know how to leverage your data analytics skills to enhance business performance.
Strategic thinking. You can define strategies and policies, providing guidance to others on working in the strategic context. You know how to evaluate current strategies to ensure business requirements are being met and exceeded where possible.
Technical understanding. You understand core technical concepts related to the role and can apply them with guidance.
User focus. You know how to collaborate with user researchers and can represent users internally. You understand the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to be used.
Tooling Knowledge – Has practical in-depth understanding of ServiceNow and its reporting module.
We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.
Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.
How to Apply
Candidates must submit a CV and cover letter which describes how you meet the requirements set out in the Person Specification above.
In D&T, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:
Communicating and influencing
Developing self and others
Making effective decisions
Delivering at pace
Seeing the big picture
Changing and improving
Managing a quality service.
Your application will be reviewed against the Person Specification above by a diverse panel.
Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.
Should we receive a high volume of applications, a pre-sift based on your technical skill level will be conducted prior to the sift.
Terms & Conditions
Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements.
If you have any questions please feel free to contact recruitment@digital.justice.gov.uk
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