Head of IT Service Operations

  • Location:

    Manchester, Greater Manchester

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Job ref:

    BBBH123561_1594290671

  • Published:

    9 days ago

  • Client:

    Undisclosed Company

Head of IT Service Operations - Department for Work and Pensions

Salary - Circa £105,000 plus enhanced pension, 25 days holiday, childcare support and much more.

The Organisation

The Department for Work and Pensions (DWP) is one of the largest Government Departments, with an enormously ambitious and challenging agenda to delivery technology change. Often working in partnership with the private and voluntary sector, the Department employs over 84,000 people to provide services and support to over 22 million people and is responsible for paying over £165 billion in benefits and pensions.

The scale of the Digital Group challenge in DWP is one of the largest in Europe today. Our Digital products underpin the annual processing of 5m benefit claims, payments of £165 billion in benefits and pensions, and support to over 84,000 users across 850 locations.

The Department is committed to promoting flexible ways of working to enable the business to operate at maximum efficiency. The business may require you to remote / home work to ensure you can continue to support the overriding business objective. Any remote or home working arrangement is temporary only (unless expressly agreed otherwise) and does not constitute a change to your designated place of work.

The Role

Reporting into the Technology Services Director, the successful candidate will be at the heart of improving the day to day service of DWP, keeping IT operations secure and safe and enabling development and the safe landing of new Digital services. The role is to lead the 24*7 provision, protection and support of our IT operational services and the development and on-boarding of new services.

The role is centred on user experience and service excellence and the need to ensure the DWP's digital services are operational and its development services efficient and effective. You will be a part of DWP Digital's Senior Leadership Team, shaping the future direction of the Department and ensuring alignment to the wider Government Transformation Strategy and functional plans for the Digital, Data and Technology Function.

The Department is committed to promoting flexible ways of working to enable the business to operate at maximum efficiency. The business may require you to remote / home work to ensure you can continue to support the overriding business objective. Any remote or home working arrangement is temporary only (unless expressly agreed otherwise) and does not constitute a change in your designated place of work.

Key Responsibilities

  1. Acting a trusted advisor and leader within the Technology Services Directorate and across DWP Digital and the wider DWP Department;
  2. Leading and managing 24*7 IT Operations putting service excellence at the heart of your approach. This includes responsibility for the key disciplines of service management and service delivery (e.g. incident, problem, change, transition, configuration management, asset management, service continuity and reporting, etc)
  3. Leading a number of projects to continually improve service protection and performance;
  4. Managing and developing state of the art operations user experience control centre (UXCC) that proactively monitors digital service performance across DWP;
  5. Managing the performance, development and well-being of a number of teams operating in an agile delivery environment;
  6. To develop and maintain IT operations strategy and continually drive, challenge and support continuous IT service improvement;
  7. Leading and managing a large team (circa 8 direct reports & 250 staff) of digital and technology experts and 3rd party suppliers to ensure day to day operational service meets the needs of our business
  8. Manage a significant operational budget and commercial arrangements to maintain and refresh operational IT service.

Person Specification

  • Expert and experienced in managing 24*7 IT Operation in a large complex enterprise with significant experience of operations centres, proactive and real-time monitoring, resilience and recovery, disaster recovery management, full service management and service delivery disciplines (strategy through to policy);
  • Experienced in managing high volume mission critical 24*7 IT Operations in a large business critical enterprise and leadership in critical incident and problem response handling;
  • Experienced in managing services across multiple data centres with public and private cloud services;
  • Experience in setting IT service strategy and managing continuous service improvement;
  • Experience of IT operations in an agile and dev-ops delivery environment;
  • Extensive experience of industry frameworks in IT Operations, e.g. ITIL, COBIT, VERiSM;
  • Proven experience of developing capability at an organisational and team level, through empowering, supporting and developing staff to achieve the highest performance standards.
  • Successful track record of delivering digitally enabled organisational transformation programmes
  • Strong track record of building excellent stakeholder relationships
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