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Defence Digital

4 months ago

Corsham, United Kingdom Ministry of Defence Full time

**Details**:
**Reference number**:

- 271935**Salary**:

- £33,830**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- MOD - Strategic Command**Type of role**:

- Information Technology**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- MOD Corsham, Westwells Road, Corsham, Wiltshire SN13 9NRAbout the job

**Job summary**:
We are Defence Digital, part of Strategic Command, fulfilling an important role in the age of information warfare within the Ministry of Defence (MOD). We provide digital and technology services to our Armed Forces, ensuring they can operate securely via various communication means including radio, satellite, and the internet. Operating at scale, with an annual budget in excess of £2Bn and a diverse team of 2,500 colleagues, we're aiming to make our Armed Forces some of the most technologically advanced in the world.

The Global Operation Security Control Centre (GOSCC) is at the front line of Information Age warfare, operating and defending the network, and providing support to systems, services and platforms across the full spectrum of military capability. Global operations across more than 2000 locations worldwide and utilising more than ¾ of a million configurable IT assets, are monitored and managed in real-time. These include fixed locations as well as the dynamically re-configured and mobile assets in operational theatres. The teams are mix of military and civilian and, as such, take advantage of a number of developmental, exciting and diverse team-building opportunities.

If you can see yourself contributing to the world of Defence digital and technology, the next chapter of your career may be with us

**Job description**:
The IT Incident Management Liaison Officer post is based in the GOSCC at MOD Corsham and is part of the Defence Digital (DD) Customer Services (CS). We are a small, highly specialised team, providing an incident management liaison service for customer managers, service users and service providers.

The purpose of DD CS is twofold:

- to provide customers with a consistent focal point for engaging with Defence Digital
- to understand the customer’s business and their challenges and play a critical role in representing the customer view across all levels.

Acting as the GOSCC liaison, this position is the focal point for all DD service issues and denials. You will interact with DD CS Customer Managers, GOSCC Duty Staff, Delivery Partners, Delivery Teams and wider business partners, to ensure that customer issues and priorities are represented and resolved, in line with Service Integration and Management (SIAM) processes and Standard Operating Procedures (SOPs).

Our commitment to your development is fundamental at Defence Digital. We will provide as many learning opportunities as we can, allowing you to gain industry recognised qualifications (such as ITIL), as well as in-house training within your field and beyond. We’ll support your development within the role from day 1.

We don’t expect you to know everything but you’ll need the passion and motivation to learn, allowing us to support your continuous professional development. We also provide great benefits including flexible working, a generous leave allowance, a wide range of great discount services and a market-leading Civil Service pension.

**Person specification**:
Responsibilities will include:

- Support the delivery of core outputs, by working closely with CS Customer Managers, to ensure that their customers can deliver military capability, defence operations and business operations, both across the UK and the Rest of the World.
- Act as the Customer Services point-of-contact, proactively building relationships with the GOSCC Duty Staff, Delivery Partners, Delivery Teams and other stakeholders to understand their responsibilities and processes.
- Engaging with Customer Managers to understand their customers’ activities, priorities and objectives, both generally and regarding ICT requirements, to understand the impact of any service issues/denials.
- Facilitating the resolution of customer / user / site issues within the live service area, escalating as required.
- Assist in assuring agreed services, supporting the resolution of incidents by Delivery Teams.
- Maintain awareness of and support GOSCC discussions with customers and contractors regarding issues, changes and planned outages.
- Providing assured communications to customers and users via approved and maintained communication channels.
- Assist in the monthly review of SMS / Incident performance, providing senior Management with required information.

If you have the following skills and experience, we would love to hear from you
- Experience in service management within a Communications and Information Services (CIS) environment.
- Strong customer man