Operations Resilience Manager
Department for Work and Pensions
Apply before 11:55 pm on Sunday 3rd November 2024
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About the job
Job summary
Do you have experience in identifying and addressing risks to delivery of IT Products and Services?
Have you a background in Disaster Recovery planning and IT resilience?
This is a fantastic opportunity to join DWP Digital as an Operations Resilience Manager (ORM), where you will be responsible for maintaining the performance, availability and stability of live service through prevention, or minimising the likelihood, of disruptions caused by loss of IT service or a disaster.
As part of a team, you will ensure mechanisms to adapt, recover and learn from operational disruption are put in place, and provide advice and guidance on capacity/throughput issues.
As owner of IT Service Continuity Management (ITSCM) and Capacity Management & Performance Processes and Procedures (P&Ps) in line with technology roadmaps, ORMs use their knowledge and experience to ensure live service performance is maintained in line with business goals and requirements, at all times.
The ORM has experience and end to end knowledge of an enterprise class IT estate and the associated support methodologies for business-critical IT services and systems. They understand potential service impacting factors, working across IT Operations and technical capabilities, using their expertise to identify, mitigate and track risks from multiple digital and non-digital factors. Factors include, but are not limited to, recoverability (testing failover and data restore), technical resilience, IT Capacity, user hours lost trend, unmitigated risks, organisational change, 3rd Party Providers, finance.
The ORM will own ITSCM and Capacity risks and provide guidance and support to key stakeholders and technical support teams to manage, mitigate and eradicate their specific risks. They manage plans to test Disaster Recovery and resilience, and forecast capacity trends, ensuring threats to live services associated with the processes owned, and other potential service impacting factors have the appropriate action plans. They will create the annual Capacity Plan and manage the On Premise Hosting Site Recovery Plan.
The ORM makes use of reporting tools and dashboards to report performance, they maintain historical data to identify trends and analyse emerging issues.
Job description
Key activities relevant to all Operations Resilience Managers are:
- Manage the capacity of Digital Services and its environments, taking account of capacity and performance limits for all components of the service. Assess and forecast the impact of capacity issues affecting live service operation and the consequential effects it may have on the wider estate.
- Assure and report on the Resilience and Disaster Recovery Capability of all DWP’s IT services, maintaining and managing the on-premise datacentre recovery plan. Engaging with Technical and Delivery leads to drive performance improvement, identifying and managing opportunities, understanding their goals to ensure Service Continuity requirements support business need.
- Co-ordinate relationships with a range of stakeholders to ensure they provide value for money services and manage relationships with both internal and external projects, technical teams, service management and contractors.
- Outline the necessity for DR failover, data recovery testing and Capacity planning, exploring standard options and those that can be tailored to suit the needs of individual technical services.
- Give advice and guidance, engaging throughout the delivery lifecycle to ensure policies and procedures are considered and that governance measures are understood. Providing consultancy to stakeholders during monthly reviews and on an ad hoc basis.
- Review performance and Operational Resilience Factors with Business Service Owners, managing action plans and identifying improvements as the requirement arises.
- Understand and focus on customer business objectives, quality, service excellence, customer satisfaction and zero tolerance to production outages.
- Support the Major Incident Management process following a Disaster or Major Incident event, in restoring live service as quickly and safely as possible with the smallest possible business impact and ensuring communications are issued as appropriate.
- Assess the impact of current issues affecting live service operation and the consequential effects it may have, from a Capacity and Disaster Recovery perspective, on the wider estate. This would involve application of contracts, finance, technology and complexity, service support arrangements, current performance of the service, future change to the service and other aspects impacting on the service including production operational service risks and issues.
- Review the performance of the business services, associated risks and issues with Technical and Business Service Owners.
- Understand and focus on customer business objectives, quality, service excellence, customer satisfaction and zero tolerance to production outages.
- Facilitate and manage service-related incidents from a Capacity and Disaster Recovery perspective and its communications through tracking, prioritising problems and operating between the Command Centre and other Digital services (e.g. Operational Areas, Service Management, Service Desk), to ensure services are quickly and safely restored with the smallest possible business impact.
There may be a requirement to join a rota for 'on-call' support. Further details will be given to those candidates invited for interview.
Person specification
When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:
- A proven track record in IT Service Operations, Resilience, IT Service Continuity Management (ITSCM) and Capacity Management, detailing how you have operated these processes on an assurance/risk basis.
- Experience in implementing, applying and governing multiple service management processes, including Resilience, IT Service Continuity Management and Capacity Management as a minimum, and using data analysis techniques, tooling, dashboards and reports to support compliance statements.
- Demonstrable understanding of the evolving nature of threat vectors and risks affecting services and products in line with overall Capacity Management, Resilience, Disaster Recovery and Digital Service Management processes and policies.
- A strong working knowledge of enterprise class IT, multiple infrastructure types and complex applications with an understanding of the maintenance functions and recovery strategies required of large, complex and highly integrated systems that are monitored by multiple monitoring tools integrated with Service Management tooling.
- Experience in managing individuals and teams and the ability to communicate effectively across all operational levels of the organisation, as well as with suppliers and customers, using multiple methods of communication and managing stakeholder engagement strategies.
- ITIL4 Service Management framework certification or equivalent experience across a range of Service Operations functions (Event, Incident, Problem, Change, Release, Capacity, ITSCM, Availability and CSI).
If you would like to learn more about the role, please contact caicy.sandford1@dwp.gov.uk.
Benefits
Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We also have a broad benefits package built around your work-life balance which includes:
- Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
- Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
- Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
- Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
- Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
- An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Salary Information
New entrants to the Civil Service will join on band minimum.
Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.
Existing Civil Servants who gain promotion may move to the bottom of the grade pay scale or 10% increase in salary whichever would be the greater.
Things you need to know
Selection process details
As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.
Stage 1: Application
Your application will consist of three parts:
1. A Personal Details application form.
2. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.
3. Personal statement up to 1250 words. Further details around what this will entail are listed on the application form.
When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria listed in the Person Specification.
The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria above.
You will be provided with one combined overall assessment score for both your CV and Personal Statement.
Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.
You will receive one combined score for both your Employment History/CV and Personal Statement, which will be provided in your Personal Statement score.
Important Information
- You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form.
- Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
- If your employment history/personal statement contains any personal details your application will be withdrawn.
Sift and interview dates to be confirmed.
Stage 2: Interview
If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria.
Interviews will take place from late November 2024.
Further information
Find out more about Working for DWP
For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.
A reserve list may be held for a period of 6 months from which further appointments can be made.
Reserve list candidates will be posted in merit order by location.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Reasonable Adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” 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.
For further information on reasonable adjustments, terms and conditions and how we recruit visit the How We Recruit, page
Feedback will only be provided if you attend an interview or assessment.
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Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Caicy Sandford
- Email : caicy.sandford1@dwp.gov.uk
Recruitment team
- Email : digitialrecruitment.grs@cabinetoffice.gov.uk
Further information
