IT Service Delivery Manager

Job summary

An IT Service Delivery Manager within the UK Health Security Agency (UKHSA) is responsible for supporting the management of live digital and technology services, ensuring they remain stable, resilient, well governed and continuously improved.

We are seeking two IT Service Delivery Managers who will operate across multiple platforms, suppliers and stakeholders, working closely with the G7 IT Service Delivery Lead to balance operational risk with user needs and delivery priorities.

These are key roles in ensuring services support UKHSA’s mission to protect public health.

Job description

• Support service performance against SLAs, OLAs and operational KPIs, escalating risks and issues appropriately to the relevant leads.
• Coordinate and govern technical change, ensuring appropriate assurance, compliance and communication.
• Contribute to major incident management and service recovery.
• Identify, monitor and escalate operational risks to ensure services remain stable and secure.
• Liaise with IT service functions, delivery teams and suppliers to ensure services are maintained effectively.
• Support continuous service improvement initiatives across live services.
• Maintain an understanding of service architectures, dependencies and associated risks.
• Manage day-to-day management of live services, including incident, problem and risk management.
• Support the planning and scheduling of testing and deployment of releases.
• Contribute to the delivery of new functionality while maintaining the integrity of existing services.
• Ensure service asset and configuration items are controlled, with accurate and reliable information available.

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

Person specification

Essential Criteria

• Experience supporting IT service management in a live operational environment
• Knowledge of ITIL practices, including incident, problem and change management
• Strong organisational and stakeholder management skills
• Ability to work collaboratively across teams and suppliers
• Experience of identifying and managing service risks and issues
• ITIL certification

Desirable Criteria

• Familiarity with supplier management and multi-vendor environments
• A proactive approach to continuous improvement

Benefits

Alongside your salary of £41,983, UK Health Security Agency contributes £12,162 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Please visit our careers site for more information: UKHSA Hub , Civil Service Careers

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles Success Profiles - GOV.UKand will assess your Behaviours and Experience.

Stage 1: Application & Sift

At sift stage you will be assessed against the 6 Essential Criteria listed in this job advert. You will be required to complete:

• An Application form (‘Employer/Activity history’ section on the application)
• A 1000 word Supporting Statement - do not exceed 1000 words as we will not consider any words over and above this number

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the 6 Essential Criteria listed in this advert.

You will receive a joint score for your application form and statement. The application form is the kind of information you would put into your CV – please note you will not be able to upload your CV. Please complete the application form in as much detail as possible. Please do not email us your CV.

Longlisting

In the event of a large number of applications, we may longlist into 3 piles of:

1. Meets all Essential Criteria
2. Meets some Essential Criteria
3. Meets no Essential Criteria

Only those that 'Meets all Essential Criteria' will progress to Shortlisting.

Shortlisting

In the event of a large number of applications, we may conduct an initial sift on the following Essential Criteria:

• Experience supporting IT service management in a live operational environment

Desirable criteria may be used in the event of a large number of applications/successful candidates.

If you are successful at this stage, you will progress to interview and assessment.

Feedback will not be provided at this stage.

Stage 2: Interview

You will be invited to a single face-to-face interview. Interview location and date(s) to be confirmed.

Behaviours and Experience will be tested at interview.

The Behaviours being tested at interview stage will be:

• Managing a Quality Service - Lead Behaviour
• Delivering at Pace
• Making Effective Decisions
• Working Together

You will be asked to prepare a 10-minute presentation explaining how you would work with stakeholders, suppliers, and technical teams to improve service performance and restore user confidence based on the following scenario:

• A critical IT service is experiencing frequent outages resulting in user complaints and reduced confidence in service.