Senior Operational Demand Manager - Data, Services & Analytics

Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.

As a Senior Operational Demand Manager within Home Office Digital, you will act as a conduit between Data Services and Analytics (DSA), our customers and teams, capturing and responding to customer change initiatives, issues and queries.

You will be responsible for responding to and managing demand management requests within DSA, as well as supporting the demand management process in the development, maintenance and review of the service in line with the Service Level Agreements (SLAs) for services provided to customers.

You will work closely with your team and others such as the Portfolio, Product, Delivery and Service Managers, ensuring services in relation to DSA are delivered.

We're recruiting Digital, Data and Tech professionals to join the Home Office, working in a wide range of roles. Watch this video to hear from members of the team talking about the projects they work on and their experience of working here., As a Senior Operational Demand Manager, your main day-to-day responsibilities will be:

• Managing the Demand Management end to end process, ensuring all demand activities adhere to internal governance frameworks. Ensuring appropriate Service Level Agreements (SLAs) that underpin the delivery of this service are established and reflect customer needs.
• Acting as a conduit between customers and DSA teams, capturing and responding to customer requests and queries.
• Managing the regular review of SLAs against performance to ensure that the services being delivered are in line with customer requirements.
• Managing and responding to new and existing requests through the DSA front door process, ensuring you respond to requests and manage the progression through the demand management process, in line with the appropriate SLAs.
• Understanding the schedule of new and inflight demand / changes, having a clear view ensuring demand is assessed, to establish the impact on existing services and responding to customer needs.
• Meeting with customers, effectively managing outcomes ensuring they're documented and shared. Proactively contributing to continual service improvement, undertaking knowledge management activities: identifying, controlling and storing any relevant information.
• Working effectively with stakeholders at all levels both internally and externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.

Hybrid Working

Home Office Digital is geographically spread across multiple locations with most staff working in line with the Department's hybrid working arrangements (a minimum of 60% of time in an office location, with the remainder working from home). The successful candidate will be based in either the Croydon, Liverpool, Manchester or Sheffield regional office, however there may be a requirement for occasional travel to other locations.

Due to the requirements of the role, the successful candidates will be required to work full-time (37 hours per week)., Strategy and Architecture

• Advice and Guidance

• Specialist Advice (TECH) - level 2

• Governance, Risk and Compliance

• Risk Management (BURM) - level 3

• Strategy and Planning

• Measurement (MEAS) - level 3

Delivery and Operation

• Service Management

• Service Level Management (SLMO) - level 3

Relationships and Engagement

• Stakeholder Management

• Stakeholder Relationship Management (RLMT) - level 4
• Customer Service Support (CSMG) - level 3, Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people can bring their whole selves to work and perform at their best.

We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

For further information please see the attached notes for candidates which must be read before making an application.

Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate's responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.

Transfer Terms: Voluntary.

If you are invited to an interview, you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.

You will need to meet the nationality requirements for this role and obtain the necessary security clearance to take it up.

For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers

For further information on National Security Vetting please visit the Demystifying Vetting website.

Please see the attached list of Home Office acceptable ID documents.

Any move to the Home Office 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

This role is full time/flexible working basis only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
• Complete the "Assistance Required" section in the "Additional Requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback 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

Do you have experience in Presentation skills?, As a Senior Operational Demand Manager, you will have a demonstrable passion for engaging with stakeholders and managing relationships with the Business, with the following skills or experience:

• Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally, engaging effectively with customers.
• Customer-focused with a strong sense of ownership and drive to follow tasks through to completion.
• Ability to understand the types of demand requests raised, the work required and the user benefits.
• Acting as an advisor within the demand process, influencing prioritisation and resolving conflicts, particularly when there are competing demands.
• Excellent analytical and problem-solving skills.
• Developing and reporting on SLAs.

SFIA capability framework

Skills for the Information Age (SFIA) is the technical framework that sets the standard capability and development of all IT Operations levels in the Home Office. This is a link to the capability framework: All skills A - Z English (sfia-online.org)

We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process.

SFIA levels of responsibility - Use the SFIA Levels of responsibility to understand what would be expected for each Technical Skill listed below.

SFIA Technical skills

The essential technical skills required for this role are listed below and are reflective of the Home Office Government Digital and Data Profession Career Framework., ITIL v3 or v4 Foundation is desirable but not essential and should not prevent application.

Technical skills

We'll assess you against these technical skills during the selection process:

• Specialist Advice (TECH) - level 2
• Risk Management (BURM) - level 3
• Measurement (MEAS) - level 3
• Service Level Management (SLMO) - level 3
• Stakeholder Relationship Management (RLMT) - level 4
• Customer Service Support (CSMG) - level 3, Please note that this role requires Security Check (SC) clearance, which would normally need 5 years' UK residency in the past 5 years.

However, in exceptional circumstances security clearance applications for candidates who have been present in the UK for at least 3 of last 5 years may be considered. Failure to meet this residency requirement will result in your security clearance application being rejected.

Visa Sponsorship

We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa & Immigration (UKVI) Skilled Worker License.

£44,720 - £52,130 New entrants to the Civil Service will start their role on the salary band minimum: £44,720 for National Roles. £48,720 for London Roles.

Recruitment Retention Allowance (RRA): Up to £8,300 is available for candidates who demonstrate exceptional skills and experience evidenced at interview stage. A Civil Service Pension with an employer contribution of 28.97% GBP, Alongside your salary of £44,720, Home Office contributes £12,955 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

You'll also have access to the same benefits available to all civil servants in the Home Office:

• A highly competitive pension with an employer contribution of 28.97%
• 25 days annual leave on appointment rising 1 day per year up to 30 days, plus 8 days public holidays and 1 day for the King's Birthday.
• Flexible working options to enable you to achieve the work life balance that is right for you including; Full time, part-time, flexi time, compressed hours and job sharing.
• A hybrid working model of a minimum 60% of your contracted hours in the workplace and 40% remote.
• Training and development opportunities tailored to your role, including access to technical and professional accreditations.
• Access to funded qualifications (subject to approval)
• A capability allowance reviewed annually.
• A culture encouraging inclusion and diversity.
• Enhanced parental leave schemes.
• Annual performance-based bonus and recognition awards.

This link is to a short guide to employee benefits: Benefits - Home Office Careers, If you feel that your application has not been treated in accordance with the Civil Service recruitment principles and you wish to make a complaint, then contact the Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.