IT Service Operations Manager
Gangmasters and Labour Abuse Authority
Apply before 11:55 am on Friday 19th July 2024
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About the job
Job summary
Do you thrive in a challenging environment and actively seek solutions? Do you want to be part of a newly created team to deliver a quality service and drive improvements? We are currently recruiting for the position of IT Service Operations Manager to join our newly established Corporate Services Directorate, which consists of three Departments: Finance, Digital Data and Technology (DDaT) and People. This role will be essential in supporting the Corporate Services Departments in becoming more strategic, proactive, efficient, and effective in how they operate and the support they provide, allowing the GLAA to prosper and deliver on its strategic priorities.
About the GLAA
At the Gangmasters and Labour Abuse Authority (GLAA), we provide exceptional service to the public, businesses, and workers in the fight to stop worker exploitation. We are seeking inspiring leaders who can set clear direction, role model exemplary leadership behaviours, and deliver our vital services to our wide range of beneficiaries with a focus on efficiency and excellence. Building a culture of belonging, we are committed to providing an experience that is inclusive, equitable and kind. We prioritise diversity and believe in a culture rooted in collaboration, growth and team cohesion. Everyday, everyone on the team contributes to stopping worker exploitation.
The GLAA is one of the principal investigative law enforcement bodies for labour exploitation in the UK. The GLAA ensures that workers in the UK are treated fairly, properly and are protected from abuse and exploitation. We have three core functions:
- Regulation - We regulate businesses that provide workers to the horticulture, agriculture, shellfish gathering and food processing and packaging sector. Our regulatory work includes operating a licencing scheme, undertaking inspections to ensure compliance with that scheme, and taking enforcement action where there are breaches.
- Prevention – We work with a broad range of stakeholders locally, nationally, and internationally to help prevent workers from being exploited.
- Enforcement - We investigate allegations of worker abuse under the Modern Slavery Act 2015. GLAA Officers conduct civil and criminal investigations and take enforcement action, including prosecutions and court orders to disrupt criminal activity. We also support victims who have been abused, in particular by ensuring they can access specialist help from our partners.
Job description
IT in GLAA
This is an exciting time to join GLAA’s IT team. GLAA is in the process of developing a roadmap to replace its core business systems. You will have a fantastic opportunity to contribute to and implement GLAA’s Digital and Data Strategy. We will be undertaking discovery work in the Spring of 2024, with digital programmes due to commence in the Autumn of 2024. You will operate with the guidance of the Home Office Technology strategy and Government Digital Service’s service manual and TCOP, to redesign how GLAA delivers its work and influence how new technologies can improve operational processes.
Why is this role important to GLAA
As the IT Service Operations Manager, it will be your role to protect live services. You will be responsible for the performance of key functions that support GLAA’s Digital and Data Strategy. This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management.
Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30 hours over 4 days per week.
As the IT Service Operations Manager, you will:
- Contribute to the proactive application management of all GLAA systems and applications.
- Be accountable for establishing and maintaining effective processes and capability for ongoing application maintenance and support for new and existing applications.
- Ensuring all change is managed in accordance with appropriate governance including where required, communication and implementation of change.
- Ensure comprehensive documentation of configurations, releases, and changes, facilitating knowledge transfer within the team and contributing to the overall knowledge management strategy.
- Lead on the development of an asset management strategy that supports the business requirements of GLAA.
- Assess and monitor adherence to asset policies, procedures and processes within the team, whilst being a conduit for asset related requirements, business activity reports and forecasts.
- Ensure audit compliance is observed for GLAA’s IT assets by adopting appropriate inventory management, procurement, and fulfilment processes. Collaborating with management to ensure purchasing effectiveness and resolve purchasing issues.
- Ensure the implementation and maintenance of robust configuration management processes for corporate systems to ensure systematic control of configuration items and adherence to standards.
- Meet regularly with stakeholders to assess the status of assets in use, their current and future requirements, identify any operational risks and progress mutual goals whilst fostering and maintaining positive stakeholder relationships.
- Collaborate with Directorates to foster a culture of continuous service improvement and identify opportunities for service improvements and defining relevant costs.
- Managing the resolution of problems in line with target timescales working with expert users, suppliers and the Home Office (who provide the GLAA ICT infrastructure and service management support).
- Lead responsibility for the GLAA Cyber Security Strategy.
- Lead the IT service management function using established service management processes, procedures and policies to resolve incidents & problems and escalating where appropriate to relevant IT service functions.
- Represent the GLAA IT service management function with the business at a senior level for any live incidents or issues and act as an escalation point for business stakeholders.
- Manage the service delivery of Information and Communication Technology (ICT) services; providing critical end to end service integration focus, working with suppliers, internal teams, and customers to reduce process friction and ensure effective service delivery.
- Contribute to the development and delivery of the GLAA DDAT strategy.
- Establish and maintain up-to-date IT delivery plans, identifying and managing milestones.
- Reviewing the costs of IT Services received and provided to ensure they are efficient and effective and provide value for money.
We are currently underrepresented by female, transgender, non binary, ethnic minority and disabled colleagues, and are keen to change this, so welcome applications from all parts of the communities we serve.
Person specification
When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:
- Working knowledge of case management systems and experience in either Salesforce or Microsoft Dynamics.
- A good understanding of Microsoft and other environments and the underpinning products and technologies including M365, MS Teams, SharePoint Online, Active Directory and Azure Active Directory.
- Experience in implementing and managing IT Service Management (ITSM) best practices to enhance the delivery and support of IT services within the organisation within an IT Service Management framework eg ITIL.
- Experience in monitoring industry trends, technological advancements, and best practices to drive continuous improvement initiatives for enhancing the efficiency and effectiveness of corporate systems.
- Experience in developing Service Management processes to ensure relevant stakeholders requirements are met.
- Experience in managing a high workload against competing priorities.
- Demonstrable experience of independently supporting and maintaining Digital Products and Services.
- Experience with IT and business change processes and governance.
- Keeping abreast of changing trends and market developments of current and future technologies.
- Strong incident management and analytical trouble shooting skills, with good experience of the incident, problem, demand and change processes.
- Transitioning away from legacy technologies.
- Strong communication skills (both oral and written), with the ability to deal with and manage stakeholders confidently.
- Excellent organisational skills, including the ability to use initiative, to prioritise workload, manage others and work under pressure to achieve tight schedules and deadlines.
- Experience of managing multiple delivery partners and managing stakeholder relationships.
- Ability to identify issues and opportunities for service improvements.
- Ability to work with a high degree of autonomy and resilience, to competing demands.
- Good understanding of risk management and operational problem-solving skills in an ICT environment.
Qualifications
ITIL v3 foundation
Experience/Awareness of Government Digital Services, (GDS) requirements.
Desirable
PRINCE 2 Foundation
PRINCE 2 Practitioner
AGILE
Benefits
We offer a generous total package to our employees which includes the following:
- 32.5 days annual leave in addition to 8 public holidays
- Flexible public holiday scheme
- Choice of pension schemes, including access to the extremely generous Civil Service Pension, which also provides a death in service lump sum payment and a survivor’s pension payment
- Annual performance related bonus scheme
- Access to employee discounts
- Access to a wellbeing portal
- Employee assistance programme
- Access to mental health first aiders within the organisation
- Flexibility for working hours through the Flexitime scheme
- Hybrid working available
- Enhanced maternity and paternity benefits
- Commitment to employee development
Things you need to know
Selection process details
Application Information
As part of your application, you will be invited to complete an anonymised CV (including your career history, qualifications and experience), and a Personal Statement (up to 1000 words) which demonstrates how you meet the Essential Skills listed in the person specification.
Application Guidance
Please access the following link for guidance on how to apply and how to complete a personal statement https://www.civil-service-careers.gov.uk/how-to-apply/
Sift Information
At Sift you will be assessed on your CV and your Personal Statement.
The Sift will take place during w/c 22 July 2024.
Interview Information
At interview, you will be assessed against experience based questions and the following strengths:
- Team Leader
- Strategic
- Influencer
- Service Focussed
Interviews will take place w/c 29 July 2024
Please note that dependent on numbers of applications received these dates could be subject to change.
AI Tools & Platforms
During the application process candidates are allowed to utilise AI (artificial intelligence) platforms and Tools to support them in writing their CV’s and Personal Statements. However, all information submitted must be factually accurate. This includes presenting the ideas and experience of others, or those generated by artificial intelligence, as your own. All presented information will be assessed at the Interview Stage.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : recruitment@gla.gov.uk
- Email : recruitment@gla.gov.uk
Recruitment team
- Email : recruitment@gla.gov.uk
Further information
