Ref: 1625053

Original Listing

Company: 1625053

Salary: 46,696 - 53,700

Closing Date: Closing date: 14 Apr 2019

Location: Nottingham or Bristol

Head of Service Management



Salary: £46,696 – £53,700 (depending on skills and experience) This role could be based in either Nottingham or Bristol.

Are you a leader who creates an inclusive strategic culture of performance improvement, agreeing outcome ownership and accountability through influence not control?

Would you like to be a key influencer who is responsible for continuous improvement?

Does this sound like you? If so, then we have an exciting opportunity for you in our Digital Services & Technology team and we would love to hear from you.

As the Head of Service Management, you will be responsible for the leadership, management and development of Service Management, defining and executing the strategic approach to deliver continued high performance so that it contributes value to the overall Digital Service & Technology service offering, in the most cost-effective manner. You will need to use a client centric support approach across multiple locations. You will drive the adoption of a service and user focused culture across Live Services, and help us on our journey implementing the Government’s Digital Service Standards.

Being the Head of Service Management, you will own the monitoring and improvement of services through continually ensuring that services are aligned to user needs and demand, providing a single view of service performance. As the role holder you are our key negotiator in the definition and negotiation of SLA and OLAs.

Roles Responsibilities include and not limited to:

This role will:

• Provide strategic leadership and oversee Service Management within Live Services in line with agreed SLAs

• Be accountable for service delivery to agreed targets, managing risk and supporting technical teams with process review and improvement, and ensuring continuous alignment of service to user needs

• Provide advice to the Head of Live Services with regards to the planning, design, improvement, productivity and cost-effectiveness of service and component availability, including the investigation of all breaches of service level targets, with the instigation of remedial activities

• Execute management responsibilities effectively, working with, leading and acting as a role model for team members and colleagues, ensuring capabilities to achieve successful delivery of business performance whilst maximising the efficiency and effectiveness of the financial resources

• Demonstrate leadership by providing influence, direction and mentorship to staff to support the delivery of objectives. Establishes a strong direction and a persuasive future vision; managing and engaging with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service

• Liaise with internal departments to ensure that internal and external customer needs are met and that these requirements are fully communicated throughout the business

Please see the attached Candidate Pack for an in-depth view of the post


About you

As the ideal candidate you are a motivating leader and people manager with an ambitious approach to work. You’ll have excellent interpersonal skills and ability to connect cross functional teams and internal/external clients. You will be passionate about understanding business needs and possess a deep user focus, striving to design services that meet user needs. You will have strong ownership and strategic thinking skills and the experience of service reporting.

About us

The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain's roads.

We do this by helping people through a lifetime of safe driving, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

Our work affects millions of people and thousands of businesses. Most importantly, our work saves lives.

We're an organisation that values professional expertise. We work in inclusive and diverse teams. Meeting the needs of the people who use our services runs through everything we do.

We have exciting plans for the next 5 years to continue making our roads safer. Join us on our journey and help us to save lives.

We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department.

You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future.

DfT has been recognised for its leadership on workplace gender equality by being included in The Times Top 50 Employers for Women 2017.

DfT’s inclusion is recognition of our commitment to make the Department a great place to work through our culture of equality and inclusivity and the great strides we’ve made to raise the number of women in senior positions.