Digital Service Management Practice Lead

Tender description

Summary of the work The specialist will support the Head of Digital Service Management to set up and lead the Service Management Practice, setting contemporary standards and working practices. Undertake effective knowledge transfer to permanent position when filled. Specialist role Programme manager Expected Contract Length Minimum of three months Latest start date Thursday 20 June 1918 Who Speclialist Work With The specialist will support the Head of Digital Service Management to set up the Service Management Practice. There is no current suitable internal resource with the required skills. They will work with counterparts in DWP to build cross-community ways of working, support the organisation’s strategy to increase digital capability and assure delivery of digital services. What Specialists Work On 1. Support the Head of Digital Service Management to set up and lead the Service Management Practice, setting contemporary standards and working practices. 2. Work with counterparts in DWP to build cross-community ways of working, support organisation’s strategy to increase digital capability and assure delivery of digital services; providing direction and coaching. 3. Work with DWP Practice Leads to develop a deep understanding of customer needs both now and in the future, and define strategic, longer-term view of service demand. 4. Undertake effective knowledge transfer to permanent position when filled. Skills & Experience • Demonstrable experience of senior leadership in a digital environment. • Demonstrable in-depth knowledge and understanding of how a Service Management function operates. • Demonstrable breadth & depth of technical knowledge in both Digital and Legacy technology environments across the whole life of service delivery. • Significant technical experience of managing large-scale delivery of digital solutions in a live technical support environment at task level. • Demonstrable experience of integrating delivery with change, release and support services in both Agile and Waterfall environments to time, budget and quality. • Demonstrable experience of challenging organisational processes to reduce complexity and optimise delivery flow and service improvement. • Demonstrable in-depth knowledge and understanding of how a Service Management Framework and DevOps principles and processes are used and evidencing application of this in service delivery, project or programme activities. Nice to Haves • Experience of contributing to or influencing digital organisational transformation through technology Practices or Communities . • Experience of using a range of advanced Agile techniques and Agile and Lean tools and in different settings. • Track record of successfully managing dependencies, risks and issues external to service management and operations support. Work Location Newcastle (Benton Park), Blackpool or Manchester however an expectation of significant travel to Newcastle. Working Arrangments Onsite 5 days a week. Maximum, of £1,000 per week limit on expenses, which must be pre-approved and adhere to BPDTS Expenses Policy. Security Clearance Baseline Personnel Security Standard No. of Specialists to Evaluate 3 Cultural Fit Criteria • Utilise personal network to attract talented individuals to the organisation and build community of practice • Work with counterparts in DWP to build cross-community ways of working • Support BPDTS’s strategy to increase digital capability • Define service outcomes offered and what excellence looks like • Assure delivery of digital services and provide direction and coaching • Deploy people and services to ensure capability and solutions offered by the service practice align with customer need. Evaluation Weighting Technical competence 65% Cultural fit 15% Price 20% Questions from Suppliers 1. Is there a current incumbent? No there is no current incumbent. 2. What is the IR35 status? The role is outside of IR35. 3. What are the key success factors for the role? 1. Support the Head of Digital Service Management to set up and lead the Service Management Practice.2. Build effective cross-community ways of working, support organisation’s strategy to increase digital capability and assure delivery of digital services; providing direction and coaching.3. Work with DWP Practice Leads to develop a deep understanding of customer needs both now and in the future, and define strategic, longer-term view of service demand.4. Undertake effective knowledge transfer to permanent position when filled. 4. Are you able to give more information as to which of the 'Assessment Methods' of Written Proposal, Case Study, Work history, Reference and Presentation - you will be using? We will be using Presentations for the shortlisted/sifted suppliers. It is anticipated that the presentations will be on the 14 June in Newcastle. The Presentation will need to address how you will deliver the key success factor outcomes for the role, as detailed in Q3 of the Q+A log. 5. Would you consider increasing expense limit for the right candidate? No, the expenses are limited at a maximum, of £1,000 per week, which must be pre-approved and adhere to BPDTS Expenses Policy. 6. Which flavour of service management are you looking for? Service management for live software, probably using a variant of ITIL disciplines or service management in the GDS sense which would include both off-line and on-line elements of the service? Or is it both in which case what would the proportions between the two be? The IT Service Management is in a live technical support environment supporting 170+ applications 24/7 365 days of the year and ITSM associated processes. The is a mixture of cloud based and legacy based applications 7. Please could you confirm your maximum day rate As per the published advertisement the Department has not set a Day rate/Budget range for this role. 8. Please could you clarify the civil service level/grade of this role and the level/grade of the person this role reports too or the grading equivalent? The remuneration packages in BPDTS differ. This is not a Civil Service role, this is a BPDTS Ltd role and as BPDTS are an Arms Length Body of DWP employees occupy a Public servant role. BPDTS does not have a grading structure therefore there is no alignment to Civil Service grades however for context, in terms of salary and responsibilities, the Digital Service Practice Lead would be equivalent to a higher grade 6 or lower SCS1 grade.The role will report to the equivalent of a higher SCS1/lower SCS2 role. 9. What skills do you believe the specialist should bring to the role to be able to make a difference? The specialist should have good agile and Dev Ops skills and be willing to share their knowledge, experiences and use of different techniques and fresh ideas. We believe with the right specialist, its a great opportunity for them to be able to make a difference in a relatively short period of time. 10. The expected contract length is a 'minimum of three months.' This is a short period of time, why is this? The contract length has purposefully been set for this period of time to allow us in parallel, to permanently recruit into this digital role. 11. The role appears to be a mix of (1) technology and (2) development of the practice skill set. What's the percentage split? There is not a percentage split. We are looking for a specialist with great development skills and also someone who has technology credibility. Part of the role will be to drive new behaviours of the team, raise the team's capability, bring a sense of energy and galvanise new ways of thinking in our aim to optimise the service. 12. Are the team's Agile skills developed? Currently the team is going through Agile training so the specialist would be expected to work with the team to build on their Agile training and build their capability in this area. 13. Can you explain the alignment of this BPDTS Ltd Service Management role in the DWP organisation? This role will report into the BPDTS Ltd Head of Digital Service Management, who reports directly to Loveday Ryder the CEO of BPDTS. The Service Management team work very closely to the DWP Support Services Lead and the DWP Technology Services Director.