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 our video to see what we do at Defence Digital 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 Joining our IT Service Management Team means you'll play a vital role in improving our service delivery and ensuring process adherence. Your role will include managing and coordinating tasks, resolving tickets to completion, and participating in broader IT Service Management activities. You'll work closely with Service Delivery Managers, Account Managers, and IT support teams to deliver world-class customer service. Responsibilities: Enhance processes by identifying problems and opportunities and contribute to recommending solutions. Take responsibility for an issue until a new owner has been found, or the problem has been mitigated or resolved. Optimise service delivery by examining groups of services and improving the underlying ones. Generate relevant reports in a standardised format within the agreed time frame. Person specification You will need to be confident, analytical, and articulate, with the ability to use your initiative to achieve successful and timely outcomes. This role demands a collaborative, assertive, and technically knowledgeable approach, along with excellent interpersonal and communication skills. You should have a proven ability to develop, maintain, and enhance relationships with a variety of internal and external stakeholders. When submitting your CV, please highlight your career history and experience relevant to this role. Additionally, refer to the "Things You Need to Know" section of the advert and provide a personal statement (max. 1250 words) demonstrating the essential criteria listed below: Detail your experience in developing and maintaining business relationships with stakeholders and working collaboratively with various teams. Share your working experience in a Service Management role within an Information Communications Technology environment, including the functions you performed. 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, ensuring your CV highlights your relevance to the essential criteria. All applicants will also need to provide a personal statement (max. 1250 words) and it is vital that this includes evidence of the following essential criteria (which is also listed within the Person Specification). Each one will be scored 1-7 and make up part of your overall score to assess your suitability to be invited to interview. Essential Criteria: 1. Detail your experience in developing and maintaining business relationships with stakeholders and working collaboratively with various teams. 2. Share your working experience in a Service Management role within an Information Communications Technology environment, including the functions you performed. Please find below, a link to our video which gives you helpful tips and guidance on the CS Jobs application process: Watch: How to apply on CS Jobs: Guide and Tips We’ll assess you against these Behaviours and Technical Skills during the interview process: Behaviours At interview, you will be assessed against the following: Communicating and Influencing Working Together Delivering at Pace Technical skills We'll assess you against these technical skills during the selection process: IT Service Reporting Please note, if you are selected for an interview, it will be held via Teams. We will try and offer as much flexibility as we can, but it may not be possible to offer alternative dates for interviews or assessments. AI Usage in Job Applications We encourage the use of technology to streamline the job application process. Artificial Intelligence (AI) tools can be helpful in generating ideas, improving writing style, and increasing efficiency. However, it is essential that any content submitted as part of a job application is truthful, accurate, and a genuine reflection of the applicant’s qualifications and experiences. Any use of AI should be supplementary to your own knowledge and abilities. Ultimately, the application should demonstrate your unique skills and suitability for the role. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. 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). Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service 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. Apply and further information 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