Location
Hanslope, South East England, MK19 7BH
About The Job
Job summaryAt FCDO Services we protect the UK’s interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we’re on. In our world, it all matters.
Job Description
Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Now, you’ve got the opportunity to join them.
Providing innovation to government partners.
Delivering best-in-class solutions.
Working at the cutting-edge of technology
It all matters.
Work to maintain the security and efficiency of our global IT operation
When you join us in this vital senior role, you’ll focus on supporting the successful delivery of high-quality services as you work with our customers to resolve any issues and incidents that occur, assess and steer change, and coordinate and lead our delivery teams as they work on short and long-term solutions. You’ll be working closely with Project Managers, Product Owners and Technical Architects, and in addition to developing a strong understanding of our customers’ requirements, you’ll also ensure they’re within our organisation’s technical capabilities and capacity. Leading investigations into problems and opportunities relating to existing processes, you’ll also generate creative new approaches to improving the service we offer.
You’ll have several additional tasks – these include providing advice on technical, risk and mitigation matters, contributing to proposals for our customers, and ensuring that the solutions we develop are timely, commercially viable, and align with the strategic roadmap. You’ll also be responsible for ensuring incident, problem, change and request processes are adhered to, working practices are in line with the relevant ISO standards, and change requests with existing customers are realised. Committed to maintaining your own and your team’s knowledge and development, you should also be ready to act as an escalation point for any service failures and ensure that resolution plans are executed correctly.
Use all your technical IT skills as you help to defend the nation’s interests
This is a fast-paced and complex role, and to be a success you’ll have plenty of experience working with customers in an IT service delivery environment. So, with this in mind you should hold a BTEC or its equivalent, preferably in Information Technology, or have plenty of relevant, hands-on experience in a similar role. You’ll have worked with service management tooling, such as ServiceNow, and in addition to ITIL4 Managing Professional certification, you should possess broad technical understanding and well-developed awareness of service design across the delivery lifecycle.
Some experience of international service delivery, ideally within the public sector, would be desirable, as would the ability to manage internal suppliers and third parties. You’ll be at an advantage if you can show technical knowledge relating to security, IT and communication technologies, and any commercial expertise would be a plus. You’ll be working with a wide range of colleagues and stakeholders, so it’s important that you have excellent communication and interpersonal skills, and a strong commitment to building long term relationships with our customers’ technical specialists and our product and services teams.
Responsibilities
- Lead delivery teams and coordinate activities to ensure high-quality services and timely solutions.
- Collaborate with Project Managers, Product Owners and Technical Architects to align requirements with capabilities and capacity.
- Investigate problems and opportunities in existing processes and devise innovative improvements.
- Provide advice on technical, risk and mitigation matters and contribute to customer proposals.
- Ensure incident, problem, change and request processes are adhered to and aligned with ISO standards.
- Act as an escalation point for service failures and ensure resolution plans are executed.
Qualifications
- Experience of IT service delivery environments.
- BTEC or equivalent, preferably in Information Technology, or relevant experience.
- Hands-on experience of service management tooling, such as ServiceNow.
- ITIL4 Managing Professional.
- Understanding of service design across the service delivery lifecycle.
- Broad technical understanding.
Benefits
Discover the support you need to grow your career further. We offer a competitive salary, generous holiday entitlement and a Civil Service Pension. You’ll also have access to training and other development opportunities. Our offices have an on-site gym, nursery, cafe, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there.
Other
It takes a diverse team to protect a diverse world. We are a Disability Confident employer and a ‘Carer Confident’ workplace. All colleagues must be security cleared; vetting to Developed Vetting (DV) may be required. For more details see fcdoservicescareers.co.uk/how-to-apply/.
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