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About the job
Job summary
Can you oversee and manage the high quality of service delivery required in a critical IT environment whilst building strong relationships with key IT suppliers?
Do you have a sound commercial background to drive contract and SLA activities to ensure IT service standards are consistently met?
If so, we are looking for a IT Service Manager to join us at the Maritime and Coastguard Agency (MCA) and we’d love to hear from you!
The Maritime and Coastguard Agency (MCA) implements the governments maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.
Safer lives. Safer Ships. Cleaner Seas.
Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.
We welcome applications from all communities, and we dont discriminate against any identity. Were interested to hear from you, regardless of your background.
Job description
This role will be based in the Southampton HQ. MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work. Details of the arrangement will be discussed further with your line manager.
MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work.
The expectation is that you will spend a minimum 60% of your working time based at your principal workplace. Details of the arrangement will be discussed further with your line manager.
Your responsibilities include but are not limited to:
Supplier Management / Engagement:
- Managing service levels and contracts.
- Conduct regular service reviews with stakeholders to gather feedback, address concerns, and identify areas for improvement.
Service Delivery:
- Service delivery of solutions, platforms, and services across MCA.
- Reporting performance quality measures and ensuring they meet good practice and standards.
- Undertaking commercial and contract activities.
- Participate in budget planning and resource allocation processes.
- Supporting continuous review of operational and performance insights and trend analysis.
Stakeholder Management:
- Responsible for the relationship management and ongoing management of digital, data and technology external suppliers including management of supplier performance through regular service reviews.
For further information about the role and responsibilities, please see the attached role profile.
Person specification
About You
- A blend of direct Service Management knowledge, as well as proven experience of managing the support of solutions, platforms, and services.
- Demonstrable experience in supplier management.
- Experience within a technical IT and infrastructure environment.
- Experience of operational IT management, including ITIL competency in standard practices (Incident Management, Service Request Management, Problem Management and Change Management).
- Great communicator with a focus on customer satisfaction.
Additional Information
- Working with emergency (Blue Light) systems that supports vital life-saving services.
- Opportunity to work across our key sites, including Southampton HQ and Fareham Operation Centre.
- The role is required to partake in the out of hours on call rota to cover high priority incidents outside of normal working hours.
- There may be a requirement for occasional travel on official duty within the UK, which may involve overnight stays.
- The role requires SC Clearance.
Behaviours
We’ll assess you against these behaviours during the selection process:
Technical skills
We’ll assess you against these technical skills during the selection process:
- DDaT Framework – IT Service Management – Relationship management (IT operations) (Skill level: Practitioner)
- DDaT Framework – IT Service Management – Service Reporting (Skill Level: Practitioner)
- DDaT Framework – IT Service Management – Ownership and initiative (Skill Level: Practitioner)
- DDaT Framework – IT Service Management – Service focus (Skill Level: Practitioner)
- DDaT Framework – IT Service Management – User focus(Skill Level: Practitioner)
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.
Click here to get a copy of the MCA Staff Benefits Brochure
Find out what it’s like to work at the Maritime and Coastguard Agency
Things you need to know
Selection process details
How to Apply
CV and Personal Statement:
Within your CV and Personal Statement please demonstrate your knowledge and experience of:
- A blend of direct Service Management knowledge, as well as proven experience of managing the support of solutions, platforms, and services.
- Demonstrable experience in supplier management.
- Experience of operational IT management, including ITIL competency in standard practices (Incident Management, Service Request Management, Problem Management and Change Management).
Your Personal Statement will be limited to a maximum of 1,250 words.
It is essential when submitting your personal statement that you provide as much detail as possible, and utilise the full word count given, against the essential criteria outlined above as this will be used in conjunction with your CV to assess candidate suitability to move to the next round in the recruitment process.
The sift is due to take place w/c 15 January 2024
Interviews/assessments are likely to be held 01 February 2024
Interview could be conducted online via Teams or face to face at one of our offices. Further details will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
The selection process will be designed specifically for the role. As a result, your assessment will include:
- An interview.
- A presentation.
Youre encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.
Should a large number of applications be received, an initial sift may be conducted. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.
Pre-employment Checking
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
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Contact point for applicants
Job contact :
- Name : Digital Resourcing
- Email : digital.resourcing@dft.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
