Digital Service Delivery Implementation

Tender description

Who Speclialist Work With The specialist will report to the Head of UKEF Operations, and will work closely with the Operational Service Delivery Manager. They will also be required to work with project leads on the Digital Portal, Workflow and Bank Delegation Projects. They will also work with key staff within the Business Group (BG), particularly the BG Senior Operations Manager, the Head of Short Term Business Underwriting and Head of Post Implementation Management. What Specialists Work On The specialist will be part of the Operational Service Delivery Team. They will be responsible for defining the model and requirements for this team including defining and drafting the governance, process definitions, data management information requirements and the roles of the required team. The specialist will ensure the service is aligned to the GDS Service Standards. Implementation of a Salesforce Support module and the operating model will also be required to be undertaken. The specialist will support the Operations Service Delivery Manager in setting up the team and service. Where the Work Takes Place UKEF Offices, 1 Horse Guards Road, London, SW1A 2HQ. It may be required that the specialist works at other locations as and when needed. Early Market Engagement None Working Arrangements A typical working day is 9am-5pm, however working outside of these hours may be required due to business/project need. The role is based in London. Work Location UKEF Offices, 1 Horse Guards Road, London, SW1A 2HQ. It may be required that the specialist works at other locations as and when needed. Security Clearance The role will require Government Counter Terrorism Security Standard Clearance (known as CTC). UKEF would facilitate the process should this level or above not already be held by the successful supplier. Additional T&Cs This will fall outside of IR35 regulations. Travel and subsistence expenses to and from UKEF Offices and to other locations in London or the Greater London Area will not be paid. Should the Buyer require the specialist to travel outside of the Greater London area for the role, expenses will be agreed as they arise. Skills & Experience Experience of design of online digital service delivery operating models, most particularly in Financial Institutions or Government Experience of implementation of online digital service delivery operating models, most particurlary in Financial Institutions or Government Experience of building services aligned to GDS Service Standards Experience of managing digital services aligned to GDS Service Standards Designing and implementing a customer support system Experience of working on large/complex projects and programmes Experience in using agile methodology Strong understanding of the importance of user needs Experience of interacting with stakeholders at different levels, including delivering written communications on detailed and complex subject matter Strong interpersonal skills, with the ability to express issues clearly and succinctly in both oral and written communication, to confidently engage with stakeholders and colleagues Strong organisational, planning and prioritisation skills, with ability to think strategically Being commercially and politically aware to consider and understand the wider impacts of all decisions and advice Have an understanding of assisted digital and accessibility within service management Nice to Haves Knowledge and experience of K2 workflow Knowledge of Fidelity ACBS Knowledge and experience of Salesforce Experience of taking services through Service Assessments No. of Specialists to Evaluate 3 Cultural Fit Criteria Demonstrate ability to work in a fast-moving and ambitious Department Be Digital by Default Be able to cope with a significant increase in transactions Be able to demonstrate ability to continuously improve customer service Work closely with other functions within UKEF such as Information Technology (ITD); Change, Innovation & Delivery (CID); and Business Group (BG) Assessment Method Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range £600 (exclusive of vat)