Cabinet Office Digital is a cross-government business unit within the Cabinet Office responsible for driving efficiencies and modernising the Civil Service.
Cabinet Office Digital brings together the core services that support civil servants: pensions, recruitment, back office transactional services and the platforms and services used by civil servants. We have a real focus on value for money - firstly for the departments and organisations which use the services we deliver, and ultimately for the taxpayer.
This role sits within Cabinet Office Digital, Platforms and Services Operations, who are responsible for the operation and continuous improvement of Civil Service digital and data platforms.
Cabinet Office Digital’s priorities include:
* Designing, building and operating the systems that underpin services that are essential to government, such as Civil Service Jobs (used by over 220 organisations) and Civil Service Learning (approx 560k users).
* Driving forward Civil Service interoperability, which will enable Civil Servants to work effectively across organisational boundaries, in a more efficient and seamless manner.
* Providing expert technology advice and guidance to support the creation of five shared services platforms as part of the Shared Services Strategy.
Providing services which meet user needs and drive improved user experience so that the Civil Service operates more efficiently and effectively.
We are looking for an experienced Head of Service Desk, for Cabinet Office Digital Platforms and Operations. This is an exciting new role that will lead the design and implementation of a Service Desk provision, for a wide range of existing and new services. The Head of Service Desk will lead the recruitment of the new team to support the new services and be instrumental in the service desk design, tooling, and the establishment of SLAs to meet our customer requirements.
You will have knowledge of a wide range of IT support services including Freshdesk, ServiceNow, Salesforce plus experience in holding partner suppliers to account.
You will lead the 1st and 2nd line support teams and manage technical support with suppliers for Civil Service Jobs, Civil Service Careers, Civil Service Learning, and the Interoperability OneData programme.
You will:
* ensure support of existing and emerging information and communications technology (ICT) services, and provide technical advice to project teams
* provide structured feedback to service owners to drive continuous improvement
* ensure that the service desk team undertakes development so that they can advise on future projects and current issues
* manage and monitor service desk service level agreements (SLAs) and performance
The head of service desk will take over an existing service desk which provides support for the existing Civil Service Jobs website and expand it to provide support for additional services, some of which already exist and others which are planned or are in development.
Civil Service Jobs is used by over 3 million candidates per month to find and view vacancies across the Civil Service. Each year it handles over 2 million applications and advertises 140,000 posts. The live service is used by 220 organisations to advertise their vacancies and manage their recruitment processes.
The Government Skills Campus is a project in delivery that will enable the Civil Service to better identify skills and learning gaps in order to meet its business needs and help employees to understand and enhance their skills in order to reach their full potential, by providing easy access to targeted learning and career development opportunities.
Civil Service Learning is the central learning platform providing hosting for core cross civil service learning products, a central employee learner record, and MI for departments to monitor completion of mandatory courses.
Employee Transfers - is a project in delivery and currently in pilot across a large number of departments to improve how civil servants move between roles in the Civil Service by delivering a service that is fast, simple, consistent and provides an outstanding user experience.
The Central Employee Identifier & Integration Hub are projects in delivery to provide a single unique identifier for every civil servant, connecting data held in different systems and using integration technology to enable data to be shared in a seamless and error-free way via APIs.
This role will be responsible for supporting the continued delivery of the live services, owning and invoking the IT Incident Management process, aiming to restore normal service operation as quickly as possible and minimise any adverse effects on business operations. This ensures that the best possible levels of service quality and availability are established and maintained.
The role will work closely with the project teams and other technical stakeholders to understand the position of live service incidents, agreeing timelines for recovery actions and holding 3rd party providers to account to meet these timelines.
Main Responsibilities
You will work on several platforms on the following activities:
* You will lead the design of the expansion of the Service Desk to accommodate several new service lines and lead on the recruitment of a larger team.
* Incident management:
o Track, own and manage 1st line incidents through to resolution, working with 2nd line support as required;
o Follow up incidents to obtain root cause and preventative measure actions in line with incident and problem management procedures;
o Maintain accurate records of incidents, problems, KPIs and/or OKRs which contribute to critical management information reporting;
o Assist with the escalation of problems to relevant stakeholders where a pattern of incidents has occurred.
* Problem Management:
o Help identify and analyse problems to identify and deploy solutions, working with 2nd line support as required.
* Communication
o Produce detailed, accurate reports on service performance and communicate these to key stakeholders in a consistent and timely manner;
o Issue clear and timely communications informing customers of any disruption to the service.
* Configuration Management:
o Ensuring all the components of each service are understood and well maintained.
* Continual service improvement and change management:
o Taking appropriate opportunities to optimise the services, but doing so through a rigorous change management process to ensure any delivered improvements do not adversely affect stability or live running.
You will be an individual with strong interpersonal skills, who likes working in a delivery focused, service environment with multi-disciplinary teams. You will be someone who is able to contribute in a multi-team environment, where all members support each other closely and make use of our diverse skills and experiences in resolving emerging activities.
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