Change and Release Manager
Role details
Job location
Tech stack
Job description
The Change and release Manager will provide proactive and effective leadership on business change activity. The role will work within the Live Service Contact Centre Team to support the contact centre outsourced supplier in providing the tools and solutions required to deliver best in class user support across all contact channels including voice, webchat and webform / email.
The role holder will act as the conduit between Product teams, Reliant Party Onboarding and the contact centre to ensure that all change is managed effectively to safeguard business operations and audit the quality of delivery to measure the effectiveness of the change.
This role will have centralised oversight and will provide expertise to the business, to deliver effective change across GDS. This is an exciting and rewarding opportunity to make a real impact in ensuring we are delivering exceptional support to UK citizens and users of the One Login service.
As a Change and Release Manager you'll:
- manage the onboarding of all new reliant parties into the contact centre acting as key point of contact in relation to all change derived from such onboarding including changes to user journeys, updates to chat bot and telephony messaging as well as support materials for contact centre agents.
- liaise with internal product teams regarding changes to user journeys within One Login ensuring business readiness of contact centre to support such change ahead of deployment. This may also include management of the contact centre outsourcer in relation to any system build and testing.
- work with User Centred Design team to input into changes to call centre scripting, guidance, webchat flows and webform updates ensuring these reflect user experience from insights.
- support and audit the quality assurance process in the contact centre and conduct sample checks to measure the quality of service being delivered
- act as a Subject Matter Expert for the contact centre on any One Login journey related queries requiring advice and guidance, as well as being initial point of contact for senior stakeholders on initiatives you are leading
- represent the Live Service Contact Centre team on calls with Reliant Parties, The standard selection process for roles at GDS consists of:
- a simple application screening process - We only ask for a CV and cover letter of up to 750 words. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the "person specification" section above
- a 60 minute video interview
Depending on how many applications we get, there might also be an extra stage before the video interview, for example a phone interview or a technical exercise.
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
In the event we receive a high volume of applications, we will conduct the initial sift against the lead criteria which is:
- have experience in managing and delivering change through a managed service contact centre ensuring value for the business and adherence to company policies
In the Civil Service, we use Success Profiles to evaluate your skills and ability. This gives us the best possible chance of finding the right person for the job, increases performance and improves diversity and inclusivity. We'll be assessing your technical abilities, skills, experience and behaviours that are relevant to this role., A reserve list will be held for a period of 12 months, from which further appointments can be made.
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.
Please note that this role requires SC clearance, which would normally need 5 years' UK residency in the past 5 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.
Sponsorship
DSIT cannot offer Visa sponsorship to candidates through this campaign. DSIT holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify. Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .
See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Requirements
Do you have experience in Quality assurance?, * have experience in managing and delivering change through a managed service contact centre ensuring value for the business and adherence to company policies
- use quantitative and qualitative data about users and user journeys to turn user focus into program outcomes
- own operational change issues through to successful resolution, often involving liaison with external reliant parties.
- work collaboratively in a group through strong stakeholder management skills, actively networking with others
- ensure that changes to assets are recorded and controlled appropriately
- diagnose and prioritise incidents relating to change, finding a successful outcome through investigation of the causes
- have worked in a critical fast paced national infrastructure program having managed complex governance relating to fraud, digital and security.
- have experience of auditing and driving quality service standards, * Changing and Improving
- Working together
- Delivering at Pace
- Seeing the Bigger Picture
- Managing a Quality Service
We'll also be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework for the Change and Release Manager role:
- Change Management
- Service Focus
- User Focus
- Community Collaboration
- Ownership & Initiative
- Continual Service Improvement
- Technical understanding
- Problem Management
- Incident Management
- Asset and Configuration Management
Benefits & conditions
There are many benefits of working at GDS, including:
- flexible hybrid working with flexi-time and the option to work part-time or condensed hours
- a Civil Service Pension with an average employer contribution of 28.97%
- 25 days of annual leave, increasing by a day each year up to a maximum of 30 days
- an extra day off for the King's birthday
- an in-year bonus scheme to recognise high performance
- career progression and coaching, including a training budget for personal development
- paid volunteering leave
- a focus on wellbeing with access to an employee assistance programme
- job satisfaction from making government services easier to use and more inclusive for people across the UK
- advances on pay, including for travel season tickets
- death in service benefits
- cycle to work scheme and facilities
- access to an employee discounts scheme
- 10 learning days per year
- volunteering opportunities (5 special leave days per year)
- access to a suite of learning activities through Civil Service learning
Any move to Government Digital Service 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
Office attendance The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The current expectation for staff is to attend the office or non-home based location for 40-60% of the time over the accounting period. DSIT does not normally offer full home working (i.e. working at home); but we do offer a variety of flexible working options (including occasionally working from home).
