Defence Digital
7 months ago
**Details**:
**Reference number**:
- 296095**Salary**:
- £54,440- A Civil Service Pension with an average employer contribution of 27%**Job grade**:
- Grade 7**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, SN13 9NRAbout the job
**Job summary**:
Defence Digital (DD) provide digital and technology services to our Armed Forces, ensuring they can operate securely via 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.
If you can see yourself contributing to the world of Defence digital and technology, the next chapter of your career may be with us
This position is advertised at 37 hours per week
**Job description**:
The Assistant Head Customer Services (CS) Fusion Team will lead a new multi-skilled team, formed from the merger of two existing teams (Liaison and Regional Implementation Support Office). The CS Fusion Team will be part of the DD Operations Directorate and will provide a central hub within CS, co-ordinating and enabling key outputs and activities, such as internal engagement, communications, and tasking.
The key aim of the CS Fusion Team is to fuse CS UK and Overseas with other parts of DD, ensuring that DD Customers are represented during the development of new capabilities and management of live services. The role will be responsible for enabling CS to engage Service Executives, Operational Service Management and Network Operations effectively and coherently, to enable the delivery of internal and Customer Communications, oversee the tasking of Customer Service Teams in the UK and Overseas, and co-ordinate cross-cutting issues.
The incumbent will lead the new team through transition, upskilling and development of new processes. They will be required to develop strong internal relationships and a deep understanding of the needs of DD Customers, to shape new services, drive action across the digital function and improve service delivery.
Our commitment to your development is fundamental. We will provide as many learning opportunities as we can, allowing you to gain industry recognised qualifications, as well as in-house training within your field and beyond. We’ll support your development within the role from day one.
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:
- Leading the CS Fusion Team through transition, enabling the development of a multi-skilled team, refining roles and responsibilities and creating innovative processes to optimise effectiveness
- Understanding the needs, business outputs and priorities of DD Customers, and their dependencies on DD products and services by leveraging and coordinating information from Customer Services Teams
- Building and maintaining strong relationships with internal DD stakeholders to understand and influence the delivery of current and future DD products and services, their impact on Customers and how Customer Services provides support
- Sharing and dissemination of timely communications about DD products and services to multiple stakeholders, both internal and external (e.g., Customers, Customer Managers and end-users) via multiple and effective communications channels
- Providing oversight and direction regarding the definition, prioritisation, acceptance and co-ordination of CS taskings, to support the delivery of DD products and services
- Supporting the delivery and management of DD live services through collaboration and internal engagement, including the co-ordination and prioritisation of cross cutting issues
- Support the planning and resolution of major planned/unplanned outages and incidents by maintaining awareness of the current situation, liaising with relevant stakeholders, escalating incidents where appropriate and keeping all stakeholders informed via multiple communications channels
- Supporting Customer Services in the co-ordination and preparation of regular and ad hoc reports and returns, including Senior Management and Customer Boards, and attending meetings as required
- This position has staff line-management responsibilities
If you have the following skills and experience, we would love to hear from you
Desirable qualifications:
- ITIL qualification
- Be effective at leading, managing and developing teams, with strong interpersonal skills
- Have experience of building and maintaining positive and effective relationships with a wide range of stakeholders
- Be
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