Defence Digital – Customer Services Team Leader (Fusion Team)

Would you like to use your IT knowledge, skills or technical qualifications to make a difference and help our customers deliver Defence operations, military capability and support?

Would you like to gain a recognised qualification through fully supported training and development?

We are Defence Digital (DD), part of Strategic Command, fulfilling an important role in the age of information warfare within the Ministry of Defence (MOD). We provide digital and technology services to our Armed Forces, ensuring they can operate securely via various communication means including radio, satellite, and the internet. Operating at scale, with an annual budget in excess of £2Bn and a diverse team of 2,500 colleagues, we’re aiming to make our Armed Forces some of the most technologically advanced in the world.

If you can see yourself contributing to the world of Defence digital and technology, the next chapter of your career may be with us!

This position is advertised at 37 hours per week. 

Strategic Command is going through a significant transformation programme which aims to improve the way the Command conducts its business and delivers for Defence and the nation. As a consequence of this, all posts within Strategic Command Headquarters and in time the wider organisation, are/will be subject to review and potential changes as we continuously improve across the period of the transformation programme. These changes may be minor or could be more substantive and will generate new opportunities.  Throughout, the Command’s transformation programme is committed to following the MOD’s framework on managing and supporting people through the change process and places an emphasis on early and open consultation and engagement with the Command’s personnel and Trade Unions. 

The Operate team sits under a wider framework of the DD Fusion Customer Services area and is the centre of the ‘here and now’ live service digital activity, taking place across the MOD. 

This post has line management responsibilities that are based in Corsham and is part of DD Customer Services (CS). While location of this role can be any eligible DD site, travel to Defence Digital HQ in Corsham will, at times, be required. 

The purpose of Defence Digital Customer Services is:

• To provide our customers with a consistent and proactive focal point for engaging with Defence Digital.
• To understand our customers’ businesses and their challenges, playing a critical role in representing their view across all levels of DD.

The CS Fusion Team Operate Team Leader will be the CS focal point for all DD ‘live services’ (or the operating environment) issues and managing engagement with our key stakeholders regarding:

• Activity in response to DD live service major incidents (MIs); including keeping our stakeholders informed via appropriate communication channels.
• Working with other DD teams on planned changes, or outages to DD live services, including stakeholder communication.
• Engaging with key stakeholders and other Customer Services areas on incident management, incident escalation and our problem management processes.
• Working with internal and external staff to develop a culture of continuous improvement on our standard operating procedures and service offerings.
• Be responsible for engaging with other programmes within Defence Digital that will impact on the Operate space. 

The Customer Services Fusion Operate team leader will lead the ‘Operate’ area within the Fusion team. This is an exciting role in a that has an opportunity to bring changes to the way that DD Customer Services Fusion operates and would suit someone who readily brings initiative and enthusiasm to improving customer services for our customers. 

This role will drive the interaction with key stakeholders on behalf of the Customer and manage DD live service issues, escalating them where necessary, and leading on resolving them.

We are a friendly, highly specialised team that thrives on curiosity, innovation and great ideas. We love creative thinking, get excited about change (and supporting it!) and encourage curious minds. So, if that sounds like you, then come and join us

Working in the Customer Services Fusion Team, the SEO Operate responsibilities will include:

• Supporting the delivery of DD core outputs by working closely with CS Customer Managers (CMs) to ensure that their customers can deliver military capability, defence operations and business operations both across the UK and the Rest of the World. 

• Working with other DD teams on planned changes, outages or major incidents (MI) outages to DD live services, including leading on our stakeholder communication. 

• Leading on the CS input into the DD live services Incident Management, Incident Escalation and Problem Management processes; driving through necessary improvements. 

• Proactively managing the Operate Team members working within the Global Operations Security Control Centre (GOSCC) in: 

• The building and maintaining of relationships with the GOSCC Duty Staff, Delivery Partners, Delivery Teams and other Stakeholders and understanding their responsibilities and processes. 

• Engaging with CS Customer Managers (CMs) in order to understand their Customers’ activities, priorities and objectives, both generally and with specific regard to ICT requirements, in order to understand the impact on Customers of any DD Service issues/denials. 

• Facilitating, within the live service area, the resolution of Customer / User / Site issues, in accordance with agreed performance targets and established processes and procedures, escalating to Higher Authority as required.
• Assisting in assuring agreed services, supporting the resolution of incidents by Delivery Teams, maintaining awareness of and supporting GOSCC discussions with Customers and Contractors regarding Problems, Change and Planned Outages.

This position may be suitable for individuals with relevant skills and experience in managing a live service, or any similar activity. Taking initiative and being willing to work with stakeholders to drive change will be key.

If you have the following skills and experience, we would love to hear from you!

• Experienced in managing teams across multiple locations
• The ability to build long term relationships with key internal and external stakeholders.
• Highly effective networking and able to negotiate well and influence people.
• Able to communicate effectively to a variety of audiences, synthesising information to portray key messages and facilitate effective decision making.
• Able to respond quickly and effectively to major incidents as they develop, working alongside other teams as a collective.
• Good problem-solving skills, including being able to demonstrate self-resilience when resolving issues.

Dependent on the business need, there is a requirement to travel to meetings within the UK, including the occasional overnight stay away from home (and potentially occasional overseas visits).

A full UK Driving Licence is essential due to regular travel to Defence Sites, many of which are remote and not easily accessible via public transport.

This job role is suitable for hybrid working, which is an informal, non-contractual and voluntary arrangement, blending a balance of attendance in the workplace (your permanent duty station which is based on business assessment of where the work is best done) and working from home as a personal choice (if the role is suitable for this).  If you are successful, any opportunities for hybrid working will be discussed with you prior to you taking up your post.

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

• Leadership
• Changing and Improving
• Delivering at Pace
• Managing a Quality Service
• Working Together

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Family Friendly – Parental and Adoption Leave.
• A wide range of discounts – Defence Discount Service, Civil Service societies for Sports and Leisure, Healthcare, Insurance, Motoring, company discounts with Virgin, Vodafone, and Microsoft Office.
• 5 days per year Learning & Development
• In year rewards and ‘thank you’ schemes.
• Flexible working.
• Generous leave allocations.
• Please see Benefits Leaflet or follow this link Discover my benefits for more detail. 

Defence Digital operates an organisation model in which every individual belongs to a Government Profession. The successful applicant will be posted into one of the defined Government Professions on Standard Terms of Reference for the grade. Defence Digital reserves the right to move individuals between roles, within their allocated profession, to meet the needs of the business and in support of agile resourcing.

Within Defence Digital each profession is led by a Professional Head of Community who will lead professional development and support the Continuous Professional Development path for their group.

Defence Digital is currently going through a Transformation Programme which aims to ensure we have the right workforce, with the right skills, to deliver the MOD’s Digital Strategy. As the programme progresses, Defence Digital staff may be required to undergo an assessment to understand and develop their upskilling needs to support the delivery of this strategy. This post may be impacted by Transformation.

The post does not offer relocation expenses. 

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. 

Please Note: Expenses incurred for travel to interviews will not be reimbursed. 

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.  

Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/. 

The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.  

MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights. 

Job contact :

• Name : Defence Digital Talent Acquisition Team
• Email : ukstratcomdd-hr-talentacqdel@mod.gov.uk

Recruitment team

• Email : DBSCivPers-Resourcingteam3@mod.gov.uk