HEO Operational Service Management - Product / Problem Manager

Job summary

The Insolvency Service is a leading government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

The Operational Service Management (OSM) team supports and continually improves a range of business-critical digital services used across the Agency. Working closely with operational colleagues, digital teams, suppliers and service providers, we help ensure systems remain reliable, secure and meet the needs of users.

We are recruiting for HEOs to join the team. Successful candidates may initially be aligned to either our Product Management or Problem Management workstream, depending on business need. Both workstreams play a vital role in supporting service delivery, driving continuous improvement and ensuring users receive effective and efficient services.

Product Management focuses on understanding user needs, managing enhancement requests, supporting system improvements and helping maximise the value delivered by our digital products. Problem Management focuses on investigating issues, maintaining service stability, coordinating incident resolution and identifying opportunities to prevent future problems.

Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive, and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 9 active employee network groups available to join or become an ally, these include, Carers Network, Disability network group, Employee Assistance, Representatives, FACES Network Group, LGBT+, Mind Matters, Part Time Workers, The Shed - Men’s Network Group and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, through our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career!

Job description

If successful you will support the delivery, maintenance and continuous improvement of business-critical digital services.

Working across Product and Problem Management disciplines, you will engage with users, stakeholders, suppliers and technical teams to ensure services remain effective, reliable and aligned to business objectives. You will contribute to service improvements, help resolve issues, support governance activities and use data and insight to inform decision-making.

Responsibilties

As a HEO Operational Service Management - Product/Problem Manager you will:

• support the management and improvement of digital services and business systems
• build effective relationships with users, stakeholders, suppliers and service providers
• investigate issues, identify root causes and support resolution activities
• work with users to understand requirements and identify opportunities for improvement
• monitor service performance and use data to identify trends and inform decisions
• support testing, implementation and continuous improvement activities
• ensure governance, security and compliance requirements are met
• produce reports, communications and management information for stakeholders
• collaborate across Product and Problem Management workstreams to improve service outcomes
• Support and develop colleagues through knowledge sharing and collaborative working, with potential line management responsibilities.

Person specification

We're looking for individuals who:

• have experience of delivering services, projects, products, operational activities or business improvement initiatives in a complex environment
• can analyse information and use evidence to identify issues, risks and opportunities
• build effective working relationships and collaborate with a wide range of stakeholders
• communicate clearly and confidently with both technical and non-technical audiences
• can organise and prioritise work to deliver high-quality outcomes
• demonstrate ownership, initiative and a commitment to continuous improvement
• are adaptable, curious and willing to learn new skills and ways of working
• enjoy working as part of a collaborative and supportive team
• willing to work towards relevant professional development and capability-building activities appropriate to the role, which may include:

- ITIL 4 Foundation

- Agile Project Management Foundation

- Other role-relevant professional development, certifications or training courses as required to support business needs and individual development.

There is a possibility of undertaking line management responsibilities for Problem Analysts on the team therefore experience of managing others workloads or coaching others is essential.

Further Information

This role is aligned to the Government Digital and Data Profession.

Further information on the associated capability frameworks can be found at:

Associate Product Manager - https://ddat-capability-framework.service.gov.uk/role/associate-product-manager

Problem Manager - https://ddat-capability-framework.service.gov.uk/role/problem-manager

Successful candidates may initially be assigned to either the Product Management or Problem Management workstream. Our operating model encourages collaboration, cross-skilling and professional development across both disciplines, providing opportunities to build a broad range of Operational Service Management skills and experience.

Occasional travel to other Insolvency Service locations will be required. This includes attending meetings, workshops, engagement events and visiting colleagues based at other offices where line management responsibilities apply.

Please note: This vacancy is advertised across 11 locations; however, Stratford and Croydon are only available to current Insolvency Service Staff. The advertised salary includes London weighting, which is only applicable to internal candidates.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Changing and Improving
• Delivering at Pace
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• Problem Management
• Service Improvement
• User Focus
• Evidence-based Decision Making

Benefits

Alongside your salary of £35,645, Insolvency Service contributes £10,326 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).

We want you to have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including: