IT Service Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

UK Research and Innovation

Salary: £56,745 to £72,509 per annum depending on skills and experience (this may include allowances)
Hours: Full time
Contract Type: Open Ended.
Location: Polaris House, Swindon, Wiltshire or Nottingham (Hybrid working available)

Closing date Sunday 12th January 2025

About us

The UKRI CIO Group plays a pivotal role in managing and optimising the organisations critical enterprise technical services that underpin and enable UKRI's business capabilities. Within the group a team of Service Delivery professionals support the delivery of modern, secure, resilient and scalable services across a larger federated team of Digital, Data and Technology professionals to deliver impact across the organisation and the wider UK research and innovation system.

Purpose

This post provides a rare opportunity for an experienced Service Delivery professional to step into a lead planning and operations role in an organisation at the heart of research and innovation in the UK. Working as part of a team of technical specialists, and reporting directly to the Head of Service Delivery, your broad remit is to promote service management best practice, drive the transition, management and implementation of a key system and then assume the role as the Service manager once transitioned into the BAU teams.

Main outputs and activities

• Manage a fully functioning multi-sourced service with a customer-centric support approach across multiple locations, focused on service availability and performance
• Ensure that all service and support functions remain responsive to customer needs
• Ensure that the service catalogue and wider IT service operations knowledge library are maintained
• Ensure that adequate reporting and service standards are met for your specific service
• Ensure that all technical change is communicated and managed, with appropriate governance
• Ensure continual service improvement is in place across the wider service delivery function

Selection criteria

Skills:

Applicants will be able to demonstrate skills in line with the IT service manager level using the Government Digital and Data Professional Capability Framework

Essential

(S) - Assessed at shortlisting

(I) - Assessed at interview

(S&I) - Assessed at both shortlisting and interview

• Asset and configuration management (S)
• Business analysis (IT operations) (S)
• Continual service improvement (S&I)
• IT service reporting (I)
• Ownership and Initiative (I)
• Service Focus (I)
• Service Management Framework Knowledge (S&I)
• Stakeholder relationship management (I)
• Strategic thinker (I)
• Technical Understanding (S)
• User Focus (S)

Desirable: (optional)

• Be able to prioritise competing deadlines and objectives. (I)
• Experience of working in a Public Sector Organisation (S)
• ServiceNow experience with report management. (S&I)
• Experience of service management in a software development organisation (S)
• Jira experience (S)

Qualifications

• ITIL 4 Foundation (Managing Professional preferred) (S)

Behaviours

We'll assess you against these behaviours during the selection process at Grade 7:

• Managing a quality service
• Changing and improving
• Making effective decisions
• Leadership
• Seeing the Big Picture

About UK Research and Innovation (UKRI)

UKRI launched in April 2018, UKRI is a non-departmental public body sponsored by the Department for Science, Innovation and Technology (DSIT).

Our organisation brings together the seven disciplinary research councils, Research England, which is responsible for supporting research and knowledge exchange at higher education institutions in England, and the UK's innovation agency, Innovate UK. Together we build an independent organisation with a strong voice and vision to ensure the UK maintains its world-leading position in research and innovation. More information can be found at www.ukri.org.

Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit Benefits of working for UK Research and Innovation (UKRI).

The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.

How we support EDI in the workforce

At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit 'How we support EDI in the workforce'.

Disability Confident Employer

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

How to apply

Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Ensure that the job reference number is included in the filename description of each document uploaded. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the 'experience' section of the application.

UKRI seeks to ensure it creates and maintains a system of openness, fairness and inclusion - a collaborative, trusted environment, which is attractive to and accessible to everyone who is interested in developing their career with us.