IT Service Delivery Manager (ITS Band 3/SEO)

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We look forward to receiving your application

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

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 drive 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, Technology and Facilities 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.

We strive to constantly improve the technologies and services supporting the organisation. Our end user computing devices are leading edge, and we are making significant progress in delivering new cloud-based services.  Our service management and information management services are very highly regarded within the organisation and pride themselves on excellent customer service.  Our commercial team has built strong relationships with suppliers and our project management team is embedded in our corporate change programme, transforming the older legacy systems that have underpinned the organisation for a long time.

We are a learning team, and everyone is encouraged to undertake training, development and courses that will keep them and the team current and excited by new opportunities.  The team works well because everyone’s contributions and ideas are listened to and valued, and we can only grow and improve, if there is an enthusiasm to explore our disciplines and try new ways of working.

You will be required to work out of hours on an on-call rota, weekdays and weekends.

The post can be based in any HSE location (except for our London offices), however attendance at HSE Headquarters in Bootle a minimum of once a week is required.  For further information about HSE locations please click here.

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 e.g., 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 considered.  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.

We are seeking a highly skilled and professional IT Service Delivery Manager to join our team. As HSE’s IT Service Delivery Manager, you will be responsible for protecting HSE Live Services, overseeing the successful delivery of IT services.

You will work closely with cross-functional teams, stakeholders, and 3rd party suppliers to align IT services with business objectives, deliver exceptional customer service, and drive continuous improvement initiatives. You will report directly to the Head of Service Operations, are accountable for service management across platforms and multiple channels to ensure availability, performance and process maturity across this landscape. You will work in partnership with teams across ITS, HSE partners and HSE colleagues to deliver a service seeking for operational excellence.

You will be able to work using your own initiative, making decisions on service management issues, sometimes with limited information, or work within a team environment. You will have experience, or some understanding of IT service management and have a good understanding of incident; problem; change release and configuration management operate.  

You will have a firm background in IT service management, excellent leadership abilities, and a proven track record of successfully managing IT service delivery.

Key Responsibilities:

• IT Service Management: Implement IT service management strategies, policies, and procedures to ensure efficient and effective delivery of IT services. Monitor service levels, identify areas for improvement, and proactively address service delivery issues.
• Service Level Agreement (SLA) Management: Maintain SLA performance with internal and external stakeholders. Monitor SLA performance, feed into monthly service reviews, and drive efforts to meet or exceed agreed-upon service levels.
• Incident and Problem Management: Oversee the resolution of IT Incidents and Problems, ensuring timely response, escalation, and resolution. Implement incident and Problem Management processes, including root cause analysis and preventive measures, highlighting and capturing any risks for consideration at the Service Risk Register monthly review.
• Ensure all Incidents are checked to an appropriate level of Quality following resolution, providing feedback to functional heads.
• Develop and present regular D/W/M performance and MI reports and dashboards to senior management as required.
• Ensure that change management procedures are followed, minimising disruption to live services, protecting the IT Service Desk and maintaining a stable IT environment.
• Collaborate with 3rd party suppliers to resolve issues and improve service delivery.
• Continuous Improvement: Identify opportunities to enhance IT service delivery processes, tools, and technologies. Drive continuous improvement initiatives, such as automation, standardisation, and optimisation, to increase operational efficiency and service quality.

Essential Experience Criteria:

• Proven experience in IT service delivery management
• Proficient knowledge of IT service management frameworks, processes, and best practices.
• Excellent leadership and people management skills, with the ability to motivate and inspire a diverse team.
• Accomplished problem-solving and analytical skills, with the ability to identify and address service delivery issues.
• Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate with stakeholders at all levels.
• Knowledge of emerging technologies and trends in IT service delivery.
• 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
• Proficient use of MS 365 products

We’ll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Seeing the Big Picture
• Delivering at Pace

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

We invest in our people with;  

• Competitive rates of pay
• Access to the highly competitive Civil Service Pension Scheme to which HSE contribute 27.1% far more than in the private sector.
• Family friendly policies and working hours to help balance your home life and career
• Carer friendly policies to help create a supportive working culture
• 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

Allowances

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 (http://intranet/finance/expenses/excess-fares-allowance-policy.htm)

Job contact :

• Name : Elaine Dearden
• Email : Elaine.Dearden@hse.gov.uk

Recruitment team

• Email : hr.resourcing-team@hse.gov.uk