26.52 IT Service Delivery Manager

This role is available on a remote, hybrid, or office basis. Initially, all DBS employees' contracts are office-based at one of our two sites (Liverpool or Darlington)., Working as part of a small team of skilled IT Service Managers who manage on a day-to-day basis IT operational and IT Controls requirements. IT Service Managers work together providing cover for each other across the IT capability areas.

As an IT Service Delivery Manager, you will help to manage various IT processes, ensuring projects transition into BAU smoothly, Continual Service Improvements are tracked and delivered, whilst also being a champion for ITIL process adoption across the business.

The IT Service Delivery Manager will be responsible for supporting projects to deliver into BAU operations smoothly and Continual Service Improvement to benefit the way in which DBS ITSM operates to better support the business objectives. They will collate documentation, performance measures, and present information on current processes and performance. The role holder will work with key stakeholders and suppliers to monitor the effectiveness of improvements when introduced., The job holder will report directly to an IT Senior Service Manager in the Technology and Innovation Directorate., The Job Holder will be required to work on end-to-end processes which cross the boundaries between ITSM and other DBS Operational and Digital teams, so providing a key component of the 'glue' bonding IT services together. Examples of operational tasks the role holder may undertake:

• Service Transition - Ensure service readiness prior to go-live, including acceptance into service, handover to operations, and validation of support models.
• Continual Service Improvement – Establish and own a structured CSI approach, identifying improvement opportunities across services, processes, and supplier performance.
• Supplier Performance - Performance assurance and governance across the supplier landscape, ensuring suppliers contribute positively to service quality and operational stability.
• Liaising and building relationships with internal colleagues, suppliers and stakeholders.
• Creating and reviewing process documentation.
• Reviewing, contributing and applying governance for Service Design Documentation.
• Supporting production of Monthly Service Reporting and analysis of data.
• Undertake Service Level Agreement Analysis following Service Level Management practices.
• Governing and assuring to ensure suppliers are meeting their contractual deliverable and obligations.
• Organise and chair both internal and external meetings.
• Assisting and ensuring the governance for project delivery., As a member of the DBS IT Service Management Team the post holder will play an active role in the delivery of various functions as well as contributing to the overall team tasks and activities. The Job Holder should:
• Drive problem resolution through the appropriate escalation channels
• Confidently participate in white board type design and review sessions
• Confidently participate in any contractual review or service transition forums
• Have the ability to get the best out of a supplier
• Contribute to building a culture of service excellence, always putting the customer, our people, and our business at the centre of everything we undertake
• Complete ad-hoc activities as directed by line management, We'll assess you against these behaviours during the selection process:
• Delivering at Pace
• Changing and Improving
• Managing a Quality Service
• Working Together, You must meet the security requirements before you can be appointed. The level of security needed is security check.

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, the expectation of UK residency for SC clearance is 5 years continuous presence in the UK. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers. 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 ServiceNow?, The vacancy falls within the IT Controls workspace. We are seeking a professional with proven experience in an IT Service Management role, with responsibility for service transition and/or service improvement. The ideal candidate will possess strong stakeholder management skills, with the ability to work collaboratively across technical and non-technical teams and possess a proactive and improvement-focused mindset. Experience in implementing ITIL across Service Transition would be advantageous., * Ability to manage own workload and work to tight deadlines and timescales, using own judgement to prioritise across differing situations.

• Ability to produce high quality documentation.
• Excellent organisational skills.
• Excellent analytical skills.
• Understanding of service management approaches.
• Knowledge and experience of the ITIL framework and processes.
• Significant experience of Continual Service Improvement.
• Knowledge of techniques associated with Supplier Performance Management.
• Information Technology Infrastructure Library (ITIL) Foundation Accreditation

Desirable Criteria

• Strong analysis skills and an innovative approach to problem solving with the capability to build on concepts and principles.
• Able to formulate / assist in the development of Policies and procedures.
• Can contribute to an environment that supports cooperation and cohesiveness among the work team and with other areas within IT Services.
• Developing and maintaining excellent working relationships with senior stakeholders.
• Significant experience of the delivery of professional IT Services.
• Experience across multiple IT disciplines and using multiple ITIL Processes.
• Defining performance measures and interpret complex performance data.
• Experience of ServiceNow toolset.

Alongside your salary of £36,444, Disclosure & Barring Service contributes £10,557 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work., Candidates who are successful at the initial sifting stage will be invited to a panel interview. The interview will assess the following behaviours:

• Delivering at Pace
• Changing and Improving
• Managing a Quality Service
• Working Together

Recruitment Timeline:

The following timetable outlines indicative dates. Please note, these dates may be subject to change without prior notice -