NLEDP IT Service Delivery Manager

Tender description

Summary of the work The IT Service Delivery Manager (SDM) is responsible for the management of the service elements of each Interim Operating Model (IOM). The SDM manages: • Defined measures of integrated service; • Process performance across teams; • Operational agreements; • Contractual arrangements; • Stakeholder management; • Continual Service Improvement (CSI). Specialist role Service manager Expected Contract Length Up to 2 years Latest start date Monday 17 December 2018 Maximum Day Rate £650 Who Speclialist Work With NLEDP Service Management Team What Specialists Work On • Manage operational costs/financial controls. • Escalation point for internal stakeholders/suppliers. • Work with all teams to ensure IOM capabilities effectively and efficiently meet stakeholder needs, including MI/performance measurement. • Work with supplier managers to assure ongoing governance. • Work with Service Management process owners for consistent implementation/delivery of ITIL processes, including Incident, Change, Knowledge, CSI and Problem Management. • Manage/chair regular service review, including inputs/outputs. • Coordinate/improve performance, integration/interoperability across NLEDP teams/suppliers. • Identify/remediate causes of cross team service failure. • Ensure adherence of service team(s) to defined policies/procedures. • Conduct analysis to identify improvements, including work flow/cost-comparison analysis. Skills & Experience • Minimum of 10 years of experience in an operational IT delivery team role. • 5 years demonstrable managerial experience of working in a multi-supplier service delivery environment • Experience in Managing Live Processes, Resourcing for operational teams, Tracking value for service, Developing quality standards • Operating at SFIA Level 4 or above • Experience in streamlining complex IT processes and services • Awareness of secure environments • Strong verbal and written communication skills across teams and levels of organisation with the ability to build strong relationships with key stakeholders, and clearly articulate plans, expected results and benefits • Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected • Ability to take (complex) data and transform it into information that is digestible for colleagues and management teams • Vendor management capabilities to drive efficient and streamlined services across a multi-supplier IT environment • Keen organizational skills with a strong sense of urgency and the capacity to prioritize without formal directives • Ability to work in a fast paced, high pressure work environment • ITIL Foundation Certification v3 or later • Ability to build effective working relationships, establishing credibility amongst a wide and demanding stakeholder group • Experienced in working with strategic partners • Ensure role is and function is represented with suitable authority Nice to Haves • Experience of Jira and Confluence • Experience of managing services hosted through Cloud provisioning, e.g. AWS, Azure. • Understanding of the Law Enforcement landscape • Experience of financial drivers and levers for the control and stewardship used of IT assets and resources used in the provision of IT services Work Location Bernard Weatherill House, 10th Floor, 8 Mint Walk, Croydon, CR0 1EA Working Arrangments Full time on site at least 4 days a week for face to face meetings Security Clearance Minimum of SC clearance No. of Specialists to Evaluate 3 Cultural Fit Criteria • Experience of working in Public Sector organisations such as the Home Office • Experience of working collaboratively with key stakeholders • Ability to transfer knowledge and skills to Civil Servant team members • Challenge assumptions but remain willing to compromise when it is beneficial • Time management skills • Ability to make recommendations for decisions and options Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers 1. Will you consider candidates who are eligible for SC clearance or do you want to have only existing SC cleared candidates? The Programme requires a Service Delivery Manager urgently so therefore our preference is for existing cleared SC candidates. 2. Is this role assessed as inside or outside of the IR35 regulations? We assess this role to be outside of IR35 regulations. 3. Is there a present incumbent? This is an entirely new role. 4. The application requires 2000 words – this puts the stronger candidates off from applying to the position. Do you also require a CV to support the application? CV's will be requested from candidates who are invited to interview.