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The newly created Department for Business and Trade brings together the business focused functions of the former Department for Business, Energy and Industrial Strategy (BEIS) and the Department for International Trade (DIT). Our joint expertise in trade and business provides us with a unique opportunity to unleash the power of UK businesses, reform regulation to reduce burdens and unlock post-Brexit freedoms.

Job Description

Working within a small team and reporting to the IT Service Management Lead, you will be responsible for ensuring the overall IT service is in line with agreed metrics and KPIs (Key Performance Indicators).

This role is available in seven UK locations and can only be worked from within the UK, not overseas. Most DBT employees will be working a hybrid pattern, spending 2-3 days a week (pro rata) in the office on average. Changes to these working arrangements are available in certain circumstances but must be agreed with the vacancy manager and in line with the requirements of the role and can only be discussed with successful candidates. Travel to your primary office location will not be paid for by DBT, but costs for travel to an office which is not your main location will be covered.

Responsibilities

In your day-to-day role, you will:

• Manage contracts for assigned service suppliers and ensure service is delivered in line with the agreed contract

• Take accountability of adherence to agreed metrics and KPIs, processes and procedures for assigned service and contracts

• Follow incident management processes, in line with industry best practice, ensuring responses to KPIs through effective investigation and resolution

• Be responsible for quality services that meet the needs of the business

• Inform and advise on defining, designing, and refining necessary support models to include people, process, and technology in alignment with service management best practice

• Support the collaborative, dynamic planning process - prioritising the work that needs to be carried out against the capacity and capability of the team

• Embrace agile working practices where appropriate and a ‘digital by default’ culture across the department

• Manage and effectively engage with stakeholders across DBT

• Follow defined processes, helping service continuity planning and support. Identify the information and systems that support critical business processes, integrity and confidentiality and then coordinate design, testing, maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity

• Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements

• Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users

• Feed into the lifecycle management processes within the group

Essential Skills and Experience

You should be able to demonstrate essential skills and experience of:

• Implementing policies, processes or procedures and working within their boundaries

• Identifying key users, stakeholders, and relationships, contributing to building and improving these relationships, possessing an ability to collaborate and communicate across teams and organisational boundaries

• Experience of working with third party suppliers, involving working to agreed KPIs or SLAs and escalating where appropriate, within an IT environment

• An analytical approach to problem investigation, understanding the impact of technical changes and recognising opportunities to improve and provide solutions

• Providing written reports that clearly articulate service and/or supplier performance through executive summary, supported by fuller detail

Desirable Skills and Experience

• Experience working in AGILE Service Management

How to Apply

Unless otherwise specified, all interviews are currently being held online. Please ensure that you check your emails regularly as all updates from us will be sent to you this way.

Sift will take place week commencing: Monday 13th November 2023

Interviews will take place week commencing: Monday 20th November 2023

Please notes these dates are indicative and may be subject to change.

As part of the application process you will be asked to upload a CV and complete a personal statement outlining your experience, skills and fit for the role.

At the sift stage for this role, we will assess your CV and personal statement against the essential skills and experience listed above, so please ensure these documents evidence these criteria. Your personal statement must be a maximum of 750 words/There is no limit on the personal statement, but we recommend writing around 750 words. You can use bullet points and subheadings if you prefer. As well as evidencing the criteria you should also touch upon why you're interested in DBT and in this role.

If we receive a high volume of applications, we will conduct a ‘short sift’ and read one element of your application. For this campaign a short sift would be conducted based on: CV only OR Personal Statement.

How We Interview

At the interview stage for this role, you will be asked to demonstrate relevant Technical Skills and Behaviours from the success profiles framework. A role-specific list of these can be found below.

There will be a technical element within the interview where you will be asked questions about your specific professional skills and knowledge relating directly to the job role.

We will assess you against these Technical Skills during this process:

• Business analysis

• Service reporting

• Technical understanding

Detailed explanations of each Technical Skill can be found on the DDaT Framework.

We will also assess you against the following Behaviours:

• Communicating and Influencing

• Working Together

• Seeing the Big Picture

• Managing a Quality Service

Security Clearance Details

This role requires you to undergo Security Clearance. The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. You will be asked to provide evidence of your UK footprint where you have been physically present in the UK. Failure to meet the residency requirements will result in your security clearance application being rejected.

If you require SC clearance you will need to provide evidence of the below requirements.

Checks will be made against:

• Departmental or company records (personnel files, staff reports, sick leave reports and security records)

• UK criminal records covering both spent and unspent criminal records

• Your credit and financial history with a credit reference agency

• Security Services record

• Location details

Further Information

The Department for Business and Trade embraces and values diversity in all forms. We welcome and pride ourselves on the positive impact diversity has on the work we do, and we promote equality of opportunity throughout the organisation. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Click through to apply and find out more.

Our recruitment process is underpinned by appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commission's Recruitment Principles. The Civil Service Code sets out the standards of behaviour expected of civil servants. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DBT by email: ddat.recruitment@trade.gov.uk. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment. Click here to download a PDF about the Civil Service Commission/Complaints.