IT Problem Management Team

Tender description

Summary of the work Undertake prioritised proactive problem management investigation across the HO DDaT managed portfolio. Undertake investigation of incident data to identify patterns and trends. Work with HO DDaT stakeholders to undertake problem analysis and to develop actions plans. Work with the Strategic Service Desk and Supplier Problem Management teams to progress actions. Expected Contract Length 6 Months Latest start date To start onsite with appropriate clearances on 31st October 2016. Budget Range The requirement is for a core team of 4 people over the period of the contract. Additional work for extended scope requirements may be needed and this will be handled on an ad-hoc basis, based on a standard rate card. Why the Work is Being Done The HO DDaT Live Services team are implementing a Problem Management team and capability. Recruitment for this function is ongoing, with the team expected to be active early Q1 2017. This requirement is a short term engagement to actively engage in problem management activity whilst the permanent team are being established. Problem to Be Solved Focused proactive problem management Review of live and historical data (incident and other), across HO portfolios, systems and applications Immediate response to known priority areas and issues Helping to establish the working practices ahead of the permanent team’s formation Who Are the Users The problem management team will provide services on behalf of the business portfolios and systems managed by the Live Services Group. This includes but is not limited to, HM Passport Office Services, Border Force, HM Visas and Immigration, Crime and Policing, internal platform and provider groups and Security Services Early Market Engagement None Work Already Done Some initial prioritisation of activity has already been undertaken. A Lead resource has been engaged and will lead these resources. Existing Team The resources will be working within the Live Services Group and undertake proactive problem management activities across the portfolio of services and systems managed by Live Services Current Phase Not applicable Skills & Experience • Solid Problem Management experience (circa 3+ years) • Strong experience of Problem Management working practices aligned with the industry best practice framework e.g. ITIL • Experience of undertaking proactive holistic problem analysis (cross business portfolio / service provider / IT) to identify trends and patterns of failure resulting in priority focus activity • Capability to formulate improvements and remediation activities to enhance services and provide additional value to customers. • Must hold ITIL Foundation qualification and preferably an ITIL Intermediate level qualification in Problem Management • Experience and working knowledge of the “ServiceNow” IT service support management tool. Nice to Haves • Hold an ITIL Practitioner or ITIL Expert Level accreditation • Experience of working in a challenging and complex public sector environment • Experienced as a team; self organised having an ability to work on their own initiative and without constant direction. Work Location Home Office London Sites: 2 Marsham Street (Westminster) and Croydon. Occasional travel to other Home Office locations may be required. Working Arrangments Onsite full-time 5 days a week. Co-located with other Live Services resources. Security Clearance Must hold or be willing to undergo security clearance (SC) Additional T&Cs Standard Contract No. of Suppliers to Evaluate 4 Proposal Criteria • Experience of senior investigative problem management analysis • Knowledge and experience of industry standard processes and methodologies e.g Kepner Tregoe • Qualifications in ITIL Foundation level and ITIL Intermediate Level – for Problem Management • Analytical Capability • Experience as a Team • Collaboration - ability to develop strong working relationsships with other teams and stakeholders. • Communication - ability to produce and communicate management information Cultural Fit Criteria • Commitment to excellence • Open and collaborative team approach • Flexible working • Commitment to team working Payment Approach Time and materials Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers 1. I have a number of candidates for this opportunity - will the one application I have made be sufficient - or should I register all candidates separately ? The requirement is actually for a team of 4 from a single supplier to be delivered as an outcome rather than as individual specialists, so the one application will suffice.