ITSM Practice Manager
Driver and Vehicle Licensing Agency
Apply before 11:55 pm on Sunday 27th October 2024
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About the job
Job summary
Are you knowledgeable in IT Service Management (ITSM) and eager to further develop your skills in a large-scale environment serving millions of customers?
Would you embrace the opportunity to work holistically across multiple ITSM functions, getting to know the services and tech you’re applying them to?
If so, we would love to hear from you!
Job description
Within the new role of ITSM Practice Manager you will be responsible for leading and managing a small, multi-skilled team that operates a wide range of ITSM practices and functions across a particular scope (‘tower’) of DVLA services, e.g. Drivers, Vehicles or Core.
Your team will oversee all ITSM practice activities for DVLA's IT service and support functions relevant to the tower, defining and ensuring performance against Operational Level Agreements (OLAs) for these activities, underpinning IT Service Management’s ability to deliver services in accordance with agreed Service Level Agreements (SLAs) aligned to business and customer needs.
As ITSM Practice Manager, you will have the unique opportunity to apply your ITSM knowledge across the agency, leading your team in applying this for each practice across their scope of services.
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Monday 21st October at 11:30am. Please click here to book
Responsibilities
Your responsibilities will include but will not be limited to:
- Using your knowledge / experience of industry best practice, leading your team in operating all the below listed ITSM practices and functions for the services within your tower, in accordance with the documented processes, activities and success factors for each practice.
- Incident Management.
- Problem Management.
- Change Enablement.
- Service Transition.
- Service Configuration Management.
- Service Continuity Management.
- Capacity and Performance Management.
- Monitoring and Event Management.
- Continual Improvement.
- Management of SSL/TLS Certificates.
- Ensuring that all practice activities and decisions within your individual service tower are with a holistic service context in mind. Balancing multiple factors and sometimes competing objectives of different practices in order to find the best service outcome in any given situation.
- Contributing to the continual improvement of the overall practices through identification of process optimisation opportunities based on operational experience in your service tower. Working with the ITSM Practice Lead, other ITSM Practice Managers and wider stakeholders to assist in identifying and delivering solutions.
- Understanding core technical concepts sufficiently to lead / manage conversations with technical teams and make effective ITSM practice decisions for your service tower based on technical information / recommendations.
For further information about the role please see the attached role profile.
Person specification
About you
You will have a passion for ITSM and enjoy working and leading people in a dynamic, innovative way, which this role will give you the huge opportunity to do. You will be comfortable using your initiative, take pride in your work and lead by example. You will foster a positive and inclusive culture within your team, where everyone feels comfortable speaking openly and is encouraged to contribute.
You will be a confident and articulate communicator, who can converse effectively with a range of stakeholders about technical information, ensuring that it is clearly understood. You will utilise your interpersonal skills to build positive relationships with a wide range of stakeholders and engineering teams in particular.
You will be a proactive individual who continuously looks to improve processes, with the confidence to question how things are currently done and make recommendations to improve efficiency.
You will either already hold the certifications listed on the role profile or will be willing to work towards these once in the role, which you will be supported with.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Working for the DVLA Digital Team
At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.
To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.
Government Digital and Data Profession Capability Framework.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Making Effective Decisions
- Leadership
Technical skills
We'll assess you against these technical skills during the selection process:
- Government Digital and Data Profession Capability Framework - Service Focus (Practitioner)
- Government Digital and Data Profession Capability Framework - Service management framework knowledge (Working)
- Government Digital and Data Profession Capability Framework - Technical understanding (Working)
Benefits
Passionate, reliable and always willing to push yourself and those around you, you’ll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits:
- Best in class learning and development tailored to your role.
- An environment with flexible working options where we encourage a great work-life balance.
- A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
- Generous employer contribution of 28.97%, depending on chosen pension scheme.
- Digital communities with clear career frameworks.
- On-site gym plus personal training available (membership applies).
- On-site nursery, restaurants and coffee bar.
- 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the King’s birthday.
- Free parking.
- A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.
There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.
Things you need to know
Selection process details
How to Apply
As part of the application process for this role you will need to submit a CV with a Personal Statement of up to 1250 words. Further details around what this will entail are listed on the application form.
For your CV and Personal Statement, please provide detailed evidence of your experience of the following essential criteria:
- Hands-on leadership of IT Service Management (ITSM) activities or processes.
- Knowledge of ITSM industry best practice or standards.
- Leading conversations with engineering teams and making effective decisions based on technical information.
- Proactive identification of process or service improvement opportunities and their solutions.
Click here for further guidance on writing a CV and Personal Statement.
The sift is due to take place from 28/10/2024.
Interviews will likely be held from 08/11/2024.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
This interview will be conducted on site at DVLA, Swansea. Further details of which will be provided to you should you be selected for interview.
If invited to interview, this may consist of a range of question types. These could include questions around Behaviours and how you would respond in any situation as well as specific examples of things you have done.
The selection process will be designed specifically for the role. As a result, your assessment will include:
- an interview.
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
For further information on Success Profiles visit our Careers website.
Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Use of Artificial Intelligence (AI)
You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.
Pre-employment Checking
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.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
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 : ITS Recruitment
- Email : ITSRecruitment@dvla.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
