Regional Head of IT Service Delivery
Role details
Job location
Tech stack
Job description
London, Milton Keynes, or East Kilbride - These roles are suitable for Hybrid Working. You will be required to work in line with FCDO policies on Hybrid Working (minimum 60% in the office), As a Regional Head of IT Service Delivery, you will have the opportunity to shape overseas IT delivery by providing leadership to the wider Overseas IT team such as Regional IT Support Managers (RITSMs) and owning the development of a cohesive regional IT support community. You will travel across the region to manage relationships between Heads of Mission, Deputy Heads of Mission, Senior IDD leaders and our external partners. Dependant on role you may cover Europe, Middle East, Africa or Americas and Overseas Territories, Asia and Pacific.
You will conduct regular engagement to elicit diplomatic priorities that may affect IT service delivery and serve as the primary point of contact for IT service-related issues. You will also act as the front door into IDD for regional stakeholders and facilitate RITSMs development of both technical knowledge and soft skills, augmenting their skills through job shadowing with other regions.
You will work in an innovative Information Technology team, exposed to methods and frameworks that will allow you to build a knowledge base to accelerate your career. You will also benefit from a tailored learning and development offer; you will have access to resources through the FCDO's International Academy and the Government Digital Service, which cover on-the-job learning, coaching/mentoring and formal training to support your growth and career progression.
Roles and responsibilities
The successful candidates will be responsible for:
- Ensuring the delivery of reliable and efficient IT services in the region. Using qualitative and quantitative Management Information (MI) to guide interventions and provide direction to all regional IT staff. Driving the delivery of IDD initiatives targeting networks within the region. Prioritising RITSMs objectives to maximise value of IDD projects whilst maintaining service delivery performance.
- Proactively seeking opportunities within the region to adopt new or existing technologies offered by IDD to enhance the IT service experience. Influencing the planning and deployment of IDD resources within the region based on emerging IT service priorities and value for money. Ensuring follow-up actions are recorded and directed to the necessary IDD teams for execution.
- Ensuring that IT crisis management plans for the region are up-to-date and that business continuity plans are in place to minimise disruption due to IT service failures. Responsibility for the management and mitigation of risks that could jeopardise the delivery of reliable and efficient IT services within the region.
- Surveillance of local contracts for the provision of IT services procured locally, ensuring value for money and good governance. Identify where IDD might have an opportunity to centralise services. Providing advice and guidance on managing commercial contracts for IT services.
- Executing due diligence and surveillance of local IT spend within the region to identify opportunities to prevent the proliferation of Locally Managed IT Solutions (LMITS); with a specific target of reducing spend on LMITS in favour of approved corporate platforms.
Successful candidates will also have line management responsibilities for up to five members of staff who are based across the overseas network.
The FCDO also operates an agile workforce. To facilitate this, you may be required to undertake other duties from time to time as we may reasonably require.
Candidates who secure a role that is considered specialist/technical, may be required to affiliate to the relevant specialist network, if not already a member.
This role may require occasional travel to UK offices and overseas networks. This is estimated at two times a year plus additional if required for operational reasons., You must be a British Citizen at the time of application and, if invited to interview, you will need to bring proof of identity (British Passport/Driving Licence etc.) with you., Candidates will be required to give a 5-minute Presentation at the Interview, the topic will be sent to you in advance of your Interview. The Presentation will test the following Technical skills from the IT Service Manager framework:
- Ownership & Initiative (Working level)
- Stakeholder relationship management (IT Operations) (Working level)
You will also be assessed on the following Behaviours at Interview:
Behaviours:
- Communicating and influencing
- Delivering at pace
- Managing a quality service
Please note that the FCDO carries out name-blind (anonymised) recruitment to help build a more diverse and inclusive workforce. The personal information on your application form and/or CV will be concealed during the sifting phase, and only the names of those who are being invited for Interviews will be made known to the Panel.
Please see the attached candidate pack for the selection process details.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
Requirements
Do you have a valid Driving License license?, Do you have experience in Software deployment?, * Substantial Experience in Information Technology, Computer Science or related field with strong stakeholder management skills and proven experience in IT Service Management and Leadership activities.
- Able to demonstrate the skills outlined for an IT Service Manager role, in particular:
- Service Focus - See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
- Ownership and Initiative - Own an issue until a new owner has been found or the problem has been mitigated or resolved.
- Stakeholder Relationship Management - Identify important stakeholders and communicate with them clearly and regularly. Tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs. Build and reach consensus. Work to improve stakeholder relationships, using evidence to explain decisions made.
- A deep understanding of service management, incident and problem resolution, supplier and financial oversight and change enablement., * Leadership
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service, * Service Focus (Practitioner Level)
- Ownership & Initiative (Working level)
- Stakeholder relationship management (IT Operations) (Working level), This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.
Benefits & conditions
£46,000 London based The starting salary for this role at SEO is £46,000 (FTE) per annum. This is non-negotiable. A non-consolidated, non-pensionable Location Allowance of £5,000 (FTE) per annum will apply.
Milton Keynes based The starting salary for this role at SEO is £46,000 (FTE) per annum. This is non-negotiable. A non-consolidated, non-pensionable Location Allowance of £1,750 (FTE) per annum will apply.
East Kilbride based The starting salary for this role at SEO is £46,00 (FTE) per annum. This is non-negotiable.
Location Allowances will apply where staff are working in line with the FCDOs Hybrid Working Policy.
All future pay awards are subject to guidance issued annually by HM Treasury and the Cabinet Office. A Civil Service Pension with an employer contribution of 28.97% GBP, Alongside your salary of £46,000, Foreign, Commonwealth & Development Office contributes £13,326 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
- A Civil Service pension with an employer contribution of 28.97%
- 25 days Annual Leave per annum.
- 9 days Public and Privilege holidays per annum.
- Learning and Development tailored to your role. See the attached candidate pack.
