Money and pensions service

IT Service Manager

21/01/2025
Other
Apply Now
Deadline date:
£63000 - £63000 / year

Job Description

Details

Reference number

387631

Salary

£63,000 – £63,000
Circa

Job grade

Other


Contract type

Permanent


Business area

MAPS – Digital, Marketing & IT


Type of role

Digital


Working pattern

Flexible working


Number of jobs available

1

Contents

    Location

    About the job

    Benefits

    Things you need to know

    Apply and further information

Location

Bedford

About the job


Job summary


IT Service Manager

c.£63,000 per annum
London / Bedford
Permanent
Hybrid Working

Join our team as an IT Service Manager and play a pivotal role in enhancing financial wellbeing across the UK. This position offers a unique opportunity to act as the central point of service management contact between the Money and Pensions Service (MaPS) employees and our third-party developer for the Pensions Dashboard Programme (PDP). You will be instrumental in monitoring and managing the service relationship, ensuring effective service delivery and continuous improvement. Additionally, you will play a key role in the smooth transition of the programme to BAU state within MaPS


Job description


Role Overview
The IT Service Manager will report directly to Senior IT Service Manager. In this role, you will be responsible for:

  • Act as the central point of contact between MaPS and the third-party provider’s service teams on PDP initially.
  • Monitor supplier performance against SLAs and manage the service credit regime for both test and live services.
  • Working closely with the Money Helper Team and other colleagues from MaPS to deliver an end to end support model covering citizens (b2c) and pensions industry (b2b) support
  • Help identify the key requirements for a successful transition of the Service from programme to BAU (including entry and exit criteria for the warranty period during the transition)
  • Identify and implement opportunities for service and business improvement.
  • Own the ITIL change & release management processes to ensure changes & releases are managed effectively.
  • Monitor and manage relationships between the supplier and data/dashboard providers.
  • Ensure that Service Management processes (change, release, incident, problem, knowledge, etc.) are fit for purpose and drive efficient and effective service delivery.
  • Oversee the production of management information and key performance indicators (KPIs) related to service.

This is not meant to be an exhaustive list of duties. The need for flexibility, shared accountability and team working is required, and the role-holder is expected to carry out any other related duties that are within the employee’s skills and abilities whenever reasonably instructed.

  • Please note: This role will require travel to both London and Bedford twice a week.

Person specification


Skills and Experience Required
To excel in this role, you will need to demonstrate:

  • ITIL service management qualification, ideally at expert or Managing Professional level.
  • Demonstrable experience as an IT Service Manager with strong capabilities in incident, change, release, and knowledge management.
  • An appreciation of the challenges throughout the financial technology lifecycle (desirable).
  • Good understanding of issues within a large development programme and how the service should operate after transitioning to a BAU state
  • Practical knowledge of technology development governance principles.
  • Proven experience managing a third-party development provider and working with digital delivery teams.
  • Ability to present complex technical information to both technical and non-technical audiences.
  • Experience in service acceptance and leading the introduction of new services.

Benefits


  • About Us
    The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

    At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:


    • Caring
      We care about our colleagues and the people whose lives we are here to transform.

    • Connecting
      We will transform lives through our ability to make positive connections.

    • Transforming
      We are committed to transforming lives and making a positive societal impact.


    Our Inclusive Working Environment
    By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

    Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.


    What We Offer

    • Generous Annual Leave – 30 days plus Bank Holidays
    • Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
    • Interest-free loan for season tickets for buses and trains
    • Cycle to work Scheme
    • Subsidised eye tests & flu jabs
    • Life assurance scheme
    • Give as you earn scheme
    • Employee assistance programme (EAP)
    • PAM Assist and PAM Life scheme (Wellbeing)
    • Enhanced family and sick pay
    • Paid volunteering (2 days a year)
    • Recognition Scheme
    • Discounts portal to numerous retailers

Things you need to know


Selection process details


Flexible Working
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.


Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.


Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.


Application Process
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.


Job Reference: MaPS00742
Close Date: 04th February 2025

Feedback will only be provided if you attend an interview or assessment.


Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.


Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.


Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.


Contact point for applicants

Job contact :

    Name :

    Sabreena
    Email :

    sabreena.chowdhury@reed.com

Recruitment team

    Email :

    sabreena.chowdhury@reed.com

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Mha macintyre hudson

IT Service Manager

27/11/2024
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Deadline date:

Job Description

As MHA continues to grow, we are seeking an IT Service Manager for our Milton Keynes office.


Purpose of the Role

The management and assurance of all IT Services, ensuring high quality, consistent, professional and service level driven support is delivered to the MHA staff and partners (customers).

The role of the Service manager is to provide outstanding service to our customers. Focusing on your aligned regions, offices and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver an exceptional experience.

Working closely with the Head of Service, lead in the delivery of an IT service that is reliable, resilient, scalable, and secure, continually improving the customer experience while adhering to policies and standards.

Proactively contribute to the service improvement plan and take ownership for your region(s). Work with the Head of Service to monitor the service delivered by our IT service providers, ensuring that there is a seamless approach to service and a relentless drive to delight our customers.

Build great relationships with our key customers in your region and become known as the 1st point of escalation for any service queries. Where complaints do arise, ensure that the Head of Service is informed promptly.

Work with the Head of Service to create a customer engagement plan for your region. The primary focus is to continuously improve services through efficiency, saving time and removing frustration. Using your own knowledge and detailed analyses of tickets and current trends to identify and drive opportunities for improvement.

A key part of the role is to help our customers to achieve value from IT through improved understanding of the tools available. Through the delivery of workshops, knowledge materials and focused communications. You will be expected to tailor these to the specific needs of your region, offices and customers.

In your role you will monitor the support queues for your region and ensure that expectations are being met or managed. You will not personally fix each ticket, but you will be responsible for progress and escalation where necessary. You will understand the business priorities and ensure that timely resolutions are found.

You will provide direct support for applications and workplace systems. Working with the IT Service Analysts you will ensure that these tickets are kept updated, prioritised and resolutions documented.

As a high-presence role, time with customers is key and weekly travel will be required. As part of the IT service team, you will at times be providing services nationally and internationally, both remotely and in person across our offices and to remote based people around the world.


Qualification and Essential Skills


Qualifications:

  • ITIL Foundation desirable
  • Technical Certification such as CompTIA or equivalent desirable


Essential skills:

  • >5 years’ experience in a customer facing IT role
  • People management, development, performance and recruitment
  • Skilled in the creation and delivery of customer focused presentations and communications
  • Experience working within an IT Managed Service (outsourced) environment
  • A high level of general knowledge of end user technologies, e.g. PC’s, Audio Visual, Mobile Phones, Telephone systems
  • Experience working with ITIL service and support processes
  • Strong analytical and diagnostic skills for problem resolution and root cause analysis
  • A broad understanding of technology and a good level of awareness of technical concepts
  • Excellent knowledge of Microsoft products
  • Any experience supporting relevant business applications would be an advantage


Main Responsibilities

Ensure that all the Service to your region, offices and customers are delivered in a customer centric manner that is also secure, efficient and cost-effective. The activities associated with this include:

  • Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important
  • Provide high quality support to customers by email, phone and in person
  • Be proactive in the support of office IT equipment including meeting room technologies, perform daily checks to ensure these systems continue to function without causing frustration
  • Resolve 2nd line application issues and manage the escalation to 3rd line support where necessary
  • Take ownership of several service processes and lead on the delivery. These will be agreed with the Head of Service and will be divided with the other Service Manager(s). They may include Procurement, Problem Management, Service Improvement, Change Management, Knowledge Management, Training, Reporting and others.
  • Plan and deliver service and workplace projects including office moves
  • Providing a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT Services
  • Work with regional business champions to ensure that a positive message is given to all and dealing with any dissatisfaction in a professional and positive manner
  • Build strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customer
  • To be considered, professional and objective at all times
  • Work with the Head of Service to build and implement a service improvement plan that delivers measurable improvements in service and raises the perception of customers
  • Ensure that the Service Documentation and Processes that support the services are up to date and an accurate representation of the environment
  • Actively contribute to knowledge and communications by personally producing new articles on a weekly basis and ensuring that the team also delivers to a high standard.

Our application form takes just a few minutes to complete and includes some diversity questions. MHA is a committed member of Access Accountancy and as such, we track our diversity stats and actively work to improve on these, year on year, looking at new ways to promote our roles to the widest audience. Any data collected is fully anonymised before sharing with any external parties, as per our Data Protection Policy and is not visible to hiring managers, or used in any way during the selection process.

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