Capacity Manager

Tender description

Summary of the work Capacity Manager will lead on all areas of the new platform, capacity design and testing, from defining Operational Readiness Strategies, Planning, and executing performance tests with the support of the test engineers. This will ensure the capacity of the new environments taking into account the components' performance limits. Specialist role Delivery manager Expected Contract Length 12 months Latest start date Monday 30 May 2022 Maximum Day Rate £600 Who Speclialist Work With The specialist will work within a large team to deliver the Contact Centre Modernisation Programme. What Specialists Work On As Senior Capacity Manager in the Call Centre Modernisation Programme you will provide technical consultation for the preparation and implementation of Digital Products and Service support policy and procedures. Use strategic insight for Capacity management and planning to provide advice on growth, capacity and performance and reporting on the SLA performance of Products and Services. Develop, implement and manage a workable capacity management policy, particularly taking account of changing customer requirements. Skills & Experience • Responsible for the protection of live services, managing the delivery of capacity and performance related preventative measures and/or restoration of services and live product support. • Own, maintain and manage Capacity Management process and procedures. • In-depth understanding of the evolving nature of capacity and performance related risks affecting services and product support in line with our overall Disaster Recovery and Digital Service Management processes/policies. • Manage suppliers to ensure that the services they provide meet their agreed standards in respect of capacity and performance. • Statistical reporting and predictive capabilities, taking ownership of any escalations and negotiation of any major capacity related issues. • Provide strategic input into the annual budgeting and planning process and contribute solutions to possible resource conflicts. • Define, own, and manage Capacity Management policy & procedures, any associated equipment and diagrams, providing diagnostic support for users. • Co-ordinate and provide technical consultation to Digital Project Managers. • Translate technical requirements into terms that can be understood by Service Management. Nice to Haves • Ensure an agreed technical infrastructure for the implementation of changes to Digital services and their environments. • Experience of Solution Architecture Principles and Contact Centre Designs and operations. Work Location 5 days a week, aligned to a DWP Technology hub and adherence to DWP Hybrid Working Policy. Technology Hubs are; - Manchester, Leeds, Kings Court Sheffield, Newcastle, Birmingham or Blackpool. Working Arrangments In line with DWP's Hybrid Working policy - The expectation is that the candidate will be based in an office 40% of the working week, 2 days. Security Clearance BPSS No. of Specialists to Evaluate 3 Cultural Fit Criteria • Evidence and experience of delivering at pace, with minimal supervision • Sharing knowledge and experience with other team members • Work with stakeholders with limited technical expertise • Experience of working in a culturally diverse working environment with a broad mix of contractors and internal personnel Assessment Method • Interview • Scenario or test Evaluation Weighting Technical competence 40% Cultural fit 10% Price 50% Questions from Suppliers 1. Is there an incumbent? No