Head of IT Service Management Capabilities (Fixed Term) - DfT - G6

We are looking for a Head of IT Service Management Capabilities.

In this dynamic role, you will set the vision and strategy for key service management processes, including Incident, Problem, Change, Request, Asset, and Configuration Management, ensuring they are not only owned but continually evolving.

These process areas will collaborate closely with Cyber Security operations, End User device provision and support and Cloud Engineering as well as the necessary Knowledge Management to support these disciplines.  You will lead this composite team, ensuring adequate resources and capability, represent the IT service management function at a senior level, and act as an escalation point for business stakeholders.

Job description

As the Head of Service Management Capabilities, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing.

• Advise and influence senior Department for Transport leadership on the most effective methods for governing and maintaining the Department’s technology operations.
• Develop and implement Capability specific strategies to protect the Department for Transport in an evolving agile delivery environment.
• Leading multiple teams of IT Service Management professionals in governing products, services and systems across the Dept for Transport; undertaking activities as required to develop and enhance the skills of their team, growing internal capabilities.
• Development of policy and guidance to support all team activities, ensuring they are always conducted in a lawful and risk-managed fashion. Communication of team findings to stakeholders in a clear and actionable fashion, focusing on real-world impact and with pragmatic options for resolution.
• Managing the prioritisation, allocation and quality of external supplier capability effort to support product and project teams, within the scope of the relevant IT Service Management capabilities, including budget management.
• Development, implementation and transforming of tools and techniques to automate as much of the team’s ‘basic’ work as possible, providing continuous assurance that systems are delivering to business requirement.
• Leading on knowledge transfer to other operational and non-operational teams to help build an understanding of real-world IT service governance and embedding a culture of customer service in the department.
• Effective use of delegated budgets (approx. £19m/year) to deliver the agreed strategy for IT SIAM (Service Integration & Management – a recognised industry governance methodology) governance and related topics, using suppliers and contractors effectively to augment and enhance the team’s capabilities. Supervise, measure and hold accountable, third-party suppliers who are providing services (e.g. System Integrators running their own assurance controls) and help to integrate and improve the combined operational governance as a result.
• Membership of the Digital Strategy & Operations leadership team and Security, Privacy and Live Service leadership community, setting the direction for the area as a whole and representing the entire area (beyond the local team) at corporate events, deputising for the Deputy Director, Digital Strategy & Operations as required.

In return, we can offer you: 

• Access to new and emerging technologies.
• Varied projects developed in a cloud-first environment.
• Support and investment to further your training and development.
• Flexible and hybrid working supporting a healthy work-life balance.
• Industry-leading pension and employee benefits package.

Person specification

The ideal candidate for this role will have a strategic mindset and be capable of shaping and driving the future of service management. They will bring extensive experience in asset and configuration management, particularly in implementing a CMDB and asset management processes within industry-standard ITSM tools. Their understanding of service management frameworks, including ITIL v4 and preferably ISO20K, will ensure the maturity and ownership of processes.

Essential to their success will be their adeptness at forging and maintaining effective relationships with a diverse range of suppliers and business stakeholders. Their keen insight into user needs and expertise in stakeholder and supplier relationship management will help them to navigate complex IT operations environments seamlessly, driving excellence and innovation in service management.

DfT: Digital Service

Find out more about what it's like working at DfT:Digital Service

Additional Information

A minimum of 60% of your working time should be spent at your principal workplace, although requirements to attend other locations for official business, or carry out detached duty in another DfT workplace, will also count towards this level of attendance. 

Occasional travel to other DfT offices will be required.

We recognise the challenges that people with (multiple) protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including ethnic minorities, people with a disability, and people with gender diverse identities.  

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

• GDaD Capability Framework - Head of IT Service Management Asset and configuration management (Skill Level: Expert).
• GDaD Capability Framework - Head of IT Service Management Business analysis (IT operations) (Skill Level: Practitioner).
• GDaD Capability Framework - Head of IT Service Management Ownership and Initiative (Skill Level: Practitioner).
• GDaD Capability Framework - Head of IT Service Management Service management framework knowledge (Skill Level: Expert).
• GDaD Capability Framework - Head of IT Service Management Stakeholder relationship management (IT operations) (Skill Level: Expert).
• GDaD Capability Framework - Head of IT Service Management Strategic Thinking (Skill Level: Expert).
• GDaD Capability Framework - Head of IT Service Management User Focus (Skill Level: Expert).