MOD Corsham, Westwells Road, Corsham, Wiltshire SN13 9NR. Job Summary Defence Digital ensures our Armed Forces remain among the most technologically advanced in the world. We do this by putting innovative and effective technology into the hands of over 200,000 users, from the boardroom to the front line. We lead on cutting-edge data science, automation, and cyber security at scale. Our mission goes beyond the battlefield by leading humanitarian efforts and driving digital innovation that impacts lives across the globe. Defence Digital forms part of Strategic Command which manages the MOD’s joint capabilities for the Army, RAF, and Royal Navy. Watch to find out more about what we do. Passionate about using your skills to make a critical difference? Your next career move could be here. This position is advertised at 37 hours per week. Job Description Customer Services UK (CS UK) Customer Managers are responsible for acting as the liaison and representative between Defence Digital (DD), CS UK Customers and Customer Site Leads. You’ll work with them to understand their operational and business needs, providing support to live service, that reduces or nullifies any loss of services to Defence, promoting DD and enabling access and exploitation of digital capabilities and services. As a Customer Manager, you’ll proactively manage business relationships on behalf of DD and develop strong and trusted customer relationships, across a variety of diverse business units and wide-ranging customer portfolios. You’ll collaborate with colleagues to ensure providers deliver to the contracted and agreed service levels, provide support across the portfolio of DD delivered services at Defence locations and ensure the impact on Defence outputs is understood and prioritised. Across your portfolio of responsibility, you’ll achieve Information and Communication Technology (ICT) installation design compliance, through the MOD Site Coordinating Installation Design Authority (SCIDA) Framework, to protect MOD data in operational and business environments, ensuring confidentiality, integrity and availability. Responsibilities: Customer Relationship Management - Proactively manage and develop DD’s Customer relationships across Core Customers and support and own escalated customer issues to resolution. Customer Champion – Understand and represent customer interests with service owners and providers, confirm services meet their needs and requirements are fit for purpose and any impacts/dependencies are understood and communicated. Live Service - Ensure impacts of major incidents and issues regarding DD services (including Cyber and Electromagnetic) are being captured and articulated to assist in efficient investigation and timely resolution, whilst collaborating with the TLB Liaison Officers where there is a wider impact to Defence. Demand Capture - Work with customers to understand and assist with the capture of changes to digital requirements and future demands. Change Support & Facilitation - Support delivery of customer change activity and facilitate the delivery of DD programmes, projects, change and single & multi tower non-standard service requests (NSSR). Customer Profiles - Ensure core customer information is captured and maintained to facilitate regular customer communication regarding DD products, live services, planned disruption to services and support effective service delivery. SCIDA - Provide SCIDA services, issued by the SCIDA front door, through the SCIDA Framework, to support the delivery of the DD equipment programme and ad hoc tasking. Development – Support to progress up to a SCIDA Competency to Practice (CTP) Complex certification. CS UK is undergoing a change programme which may affect some of the areas of responsibilities within this role. Customer Services UK (CS UK) Customer Managers are responsible for acting as the liaison and representative between Defence Digital (DD), CS UK Customers and Customer Site Leads. You’ll work with them to understand their operational and business needs, providing support to live service, that reduces or nullifies any loss of services to Defence, promoting DD and enabling access and exploitation of digital capabilities and services. As a Customer Manager, you’ll proactively manage business relationships on behalf of DD and develop strong and trusted customer relationships, across a variety of diverse business units and wide-ranging customer portfolios. You’ll collaborate with colleagues to ensure providers deliver to the contracted and agreed service levels, provide support across the portfolio of DD delivered services at Defence locations and ensure the impact on Defence outputs is understood and prioritised. Across your portfolio of responsibility, you’ll achieve Information and Communication Technology (ICT) installation design compliance, through the MOD Site Coordinating Installation Design Authority (SCIDA) Framework, to protect MOD data in operational and business environments, ensuring confidentiality, integrity and availability. Responsibilities: Customer Relationship Management - Proactively manage and develop DD’s Customer relationships across Core Customers and support and own escalated customer issues to resolution. Customer Champion – Understand and represent customer interests with service owners and providers, confirm services meet their needs and requirements are fit for purpose and any impacts/dependencies are understood and communicated. Live Service - Ensure impacts of major incidents and issues regarding DD services (including Cyber and Electromagnetic) are being captured and articulated to assist in efficient investigation and timely resolution, whilst collaborating with the TLB Liaison Officers where there is a wider impact to Defence. Demand Capture - Work with customers to understand and assist with the capture of changes to digital requirements and future demands. Change Support & Facilitation - Support delivery of customer change activity and facilitate the delivery of DD programmes, projects, change and single & multi tower non-standard service requests (NSSR). Customer Profiles - Ensure core customer information is captured and maintained to facilitate regular customer communication regarding DD products, live services, planned disruption to services and support effective service delivery. SCIDA - Provide SCIDA services, issued by the SCIDA front door, through the SCIDA Framework, to support the delivery of the DD equipment programme and ad hoc tasking. Development – Support to progress up to a SCIDA Competency to Practice (CTP) Complex certification. CS UK is undergoing a change programme which may affect some of the areas of responsibilities within this role. Person specification To Be Successful In This Role You’ll Need: To be personable, patient and respectful of others; a good listener, able to converse and collaborate effectively with a diverse range of people across the organisation, including communicating and translating technical information to a non-technical audience. Experience of managing relationships with multiple internal and external stakeholders, preferably within a digital environment. To be able to work alone or as part of a team to confidently share ideas, engage stakeholders, and service providers and escalate issues in an unambiguous and concise manner and be willing to own an issue though to resolution. A good general appreciation of technology, including network infrastructures and digital systems and services, to be able to advise on the impact of change and service disruption. To be able to prioritise activities to support Defence output, be adaptable to change, and embrace innovation to improve customer service. A willingness to continue to upskill and keep abreast of digital changes and opportunities both inside and outside the organisation. Proficiency in using M365 and associated applications. Training for ITIL V4 will be provided, if required. We will also support and develop your Site Co-ordination Installation Design Authority (SCIDA) knowledge and provide further learning and development opportunities, within your field and beyond, enabling you to provide operational support and mission assurance, with a strong, practical and convincing determination to communicate the advantages of the Defence Digital strategy. The role will require face to face engagements, regular business travel within the UK (or potentially occasional overseas visits) and occasional overnight stays away from home. This job role may be suitable for hybrid working, which is an informal, non-contractual and voluntary arrangement, blending a balance of attendance in the workplace (your permanent duty station which is based on business assessment of where the work is best done) and working from home as a personal choice (if the role is suitable for this). If you are successful, any opportunities for hybrid working will be discussed with you prior to you taking up your post. Please note this position is open to sole UK Nationals only. Strategic Command is going through a significant transformation programme which aims to improve the way the Command conducts its business and delivers for Defence and the nation. As a consequence of this, all posts within Strategic Command Headquarters and in time the wider organisation, are/will be subject to review and potential changes as we continuously improve across the period of the transformation programme. These changes may be minor or could be more substantive and will generate new opportunities. Throughout, the Command’s transformation programme is committed to following the MOD’s framework on managing and supporting people through the change process and places an emphasis on early and open consultation and engagement with the Command’s personnel and Trade Unions. Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Working Together Managing a Quality Service Technical skills We'll assess you against these technical skills during the selection process: Ownership and initiative Service focus Alongside your salary of £36,530, Ministry of Defence contributes £10,582 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Our Benefits Include: Learning and development tailored to your role with a dedicated minimum of 5 days per year. 25 days paid annual leave rising (by 1 day per year) to 30 days upon completion of five years’ service. Ability to roll up to 10 days annual leave per year. In addition to eight public holidays per year, you will also receive leave for HM The King’s birthday. A Civil Service pension. Parental and Adoption Leave. Discounts on a range of services within and external to the civil service – Defence Discount Service, Civil Service societies for Sports and Leisure, Healthcare, Insurance, Motoring, Company discounts with Virgin, Vodafone, and Microsoft Office. In year rewards and ‘thank you’ schemes such as vouchers and gift cards. A culture encouraging inclusion and diversity. Find out more here - Discovermybenefits. Equality and Diversity Our people are at the heart of everything we do at Defence Digital. It’s vital that our workforce reflects the diversity of both our audience and the wider society in the UK, so we’re proud to be an equal opportunities employer and we actively seek candidates from diverse backgrounds and communities. We also recognise the importance of a good work life balance, so we do everything we can to accommodate flexible working, including part-time and job shares for all our roles. Please just let us know in your application or at any stage throughout the process if this is something you want to explore. Defence Digital operates an organisation model in which every individual belongs to a Government Profession. The successful applicant will be posted into one of the defined Government Professions on Standard Terms of Reference for the grade. Defence Digital reserves the right to move individuals between roles, within their allocated profession, to meet the needs of the business and in support of agile resourcing. Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements. The post does not offer relocation expenses. External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. Please Note: Expenses incurred for travel to interviews will not be reimbursed. Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts. Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/. The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments. MOD Recruitment Satisfaction Survey – We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills. To apply, please complete the CV template provided on the CS Jobs dashboard. The sift will be conducted on your CV, assessed against your relevant skills, knowledge and experience for the role and on your personal statement, assessed against the essential criteria listed below. All applicants will also need to provide a personal statement (max. 1250 words), which must include evidence of the following essential criteria. Each one will be scored 1-7 and make up part of your overall score to assess your suitability to be invited to interview. Describe a time when a situation in a rapidly changing IT environment has needed you to make or support decisions in response to an emerging issue(s). Demonstrate your experience of, or ability to work in, a customer focused environment, responding to emerging issues, identifying and communicating solutions, minimising disruption to IT Services. From your own knowledge and experience, demonstrate how you work collaboratively across a wide range of stakeholders with varying levels of technical ability. Interviews We’ll assess you against these behaviours and experience during the interview process: Behaviours Communicating & Influencing Working Together Managing a Quality Service Technical Skills Ownership and initiative Service focus User focus Experience You will be asked questions related to your relevant knowledge or experience for this role. The Government Digital and Data Profession Capability Framework and the Business Relationship Manager professional role used in this vacancy can be found at: Business relationship manager - Government Digital and Data Profession Capability Framework The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3mod.gov.uk. As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn. Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills. Security Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements Open to UK nationals only. Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. 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). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. 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). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact : Name : Defence Digital Talent Acquisition Team Email : ukstratcomdd-hr-talentacqdelmod.gov.uk Recruitment team Email : DBSCivPers-ResourcingTeam3mod.gov.uk Further information Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address:, Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: infocsc.gov.uk