Service Manager

3 weeks ago

Leeds, Leeds, United Kingdom Department of Health and Social Care Full time

Position Overview

The Department of Health and Social Care (DHSC) is dedicated to empowering individuals to lead healthier, more independent lives. We strive to create a supportive work environment guided by our core values:

  • Inclusivity
  • Continuous Improvement
  • Challenging the Status Quo
  • Agility

If you resonate with these values, we invite you to explore this opportunity.

The Technology Services division is responsible for ensuring the effective delivery of technology solutions to DHSC personnel. This division comprises two teams focused on providing essential technology infrastructure and business systems, both of which prioritize exceptional customer service and reliable, high-performance solutions.

Our teams adhere to the Digital, Data and Technology (DDAT) standards and implement ITIL service management practices to guarantee efficient service delivery.

As a Service Owner within the IT Business Systems team, you will play a pivotal role in leading one or more services, collaborating with a diverse and modern workforce that values work-life balance and flexible working arrangements.

Key Responsibilities:

  • Serve as the primary contact for representing platforms and services to business units, ensuring optimal service delivery.
  • Oversee the performance of internal and external suppliers, conducting reviews and supporting governance initiatives.
  • Act as a trusted advisor on how Technology Services can enhance departmental operations.
  • Lead initial assessments to determine the viability of new service ideas.
  • Drive solutions forward in collaboration with multidisciplinary teams.
  • Identify user needs for the services under your purview to optimize offerings in conjunction with various stakeholders.
  • Initiate and lead continuous improvement efforts across customer services while maintaining service integrity.
  • Collaborate with Product Owners, Digital Policy Teams, Finance, and other departments to deliver IT services that align with user requirements.
  • Monitor service uptake to ensure realization of benefits.
  • Review financial performance, including invoice validation, to identify cost-saving opportunities.
  • Manage and escalate service risks as necessary.
  • Maintain awareness of ongoing projects and changes relevant to the customer organization.
  • Contribute to the development of service roadmaps.
  • Represent customer interests in service readiness evaluations.
  • Foster a culture focused on customer satisfaction.

Qualifications and Skills:

  • Strong collaboration skills with the ability to engage others effectively.
  • Experience in managing IT service providers.
  • Proficient in service design methodologies.
  • Adaptability to shifting priorities and successful outcome delivery.
  • Utilization of user-centered design and data to inform high-quality services.
  • Understanding of technology and data service provision, including security and lifecycle considerations.
  • Ability to manage and prioritize work and budgets for senior stakeholders with competing demands.
  • Excellent written communication skills, capable of producing formal documents for senior stakeholders.
  • Experienced in supplier management with a pragmatic approach.
  • ITIL Foundation certification or equivalent qualifications in service management.

Work Environment:

Your primary workplace will be designated as either London or Leeds, with the opportunity for hybrid working arrangements. The expectation is to spend a minimum of 60% of your working time in the office to foster collaboration and team dynamics.

We offer a flexible working culture that values inclusion and diversity, providing opportunities for professional development and training.

Benefits:

In addition to a competitive salary, the Department of Health and Social Care contributes significantly towards your pension scheme, alongside various learning and development opportunities tailored to your role.

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