Customer Services Team Leader

Would you like to use your IT knowledge, skills or technical qualifications to make a difference and help our customers deliver Defence operations, military capability and support?

Would you like to gain a recognised qualification through fully supported training and development?

We are Defence Digital (DD), 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.

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 Operate team sits under a wider framework of the DD Fusion Customer Services area and is the centre of the ‘here and now’ live service digital activity, taking place across the MOD.

This post has line management responsibilities that are based in Corsham and is part of DD Customer Services (CS). This position can be based at either: MOD Corsham, RAF Digby, Catterick Garrison, Imphral Barracks York, MOD Caledonia, Kentigern House Glasgow, HMNB Clyde, travel to Defence Digital HQ in Corsham will, at times, be required.

The purpose of Defence Digital Customer Services is:

- To provide our customers with a consistent and proactive focal point for engaging with Defence Digital.
- To understand our customers' businesses and their challenges, playing a critical role in representing their view across all levels of DD.

The CS Fusion Team Operate Team Leader will be the CS focal point for all DD ‘live services’ (or the operating environment) issues and managing engagement with our key stakeholders regarding:

- Activity in response to DD live service major incidents (MIs); including keeping our stakeholders informed via appropriate communication channels.
- Working with other DD teams on planned changes, or outages to DD live services, including stakeholder communication.
- Engaging with key stakeholders and other Customer Services areas on incident management, incident escalation and our problem management processes.
- Working with internal and external staff to develop a culture of continuous improvement on our standard operating procedures and service offerings.
- Be responsible for engaging with other programmes within Defence Digital that will impact on the Operate space.

The Customer Services Fusion Operate team leader will lead the ‘Operate’ area within the Fusion team. This is an exciting role in a that has an opportunity to bring changes to the way that DD Customer Services Fusion operates and would suit someone who readily brings initiative and enthusiasm to improving customer services for our customers.

This role will drive the interaction with key stakeholders on behalf of the Customer and manage DD live service issues, escalating them where necessary, and leading on resolving them.

We are a friendly, highly specialised team that thrives on curiosity, innovation and great ideas. We love creative thinking, get excited about change (and supporting it) and encourage curious minds. So, if that sounds like you, then come and join us

Working in the Customer Services Fusion Team, the SEO Operate responsibilities will include:

- Supporting the delivery of DD core outputs by working closely with CS Customer Managers (CMs) to ensure that their customers can deliver military capability, defence operations and business operations both across the UK and the Rest of the World.
- Working with other DD teams on planned changes, outages or major incidents (MI) outages to DD live services, including leading on our stakeholder communication.
- Leading on the CS input into the DD live services Incident Management, Incident Escalation and Problem Management processes; driving through necessary improvements.
- Proactively managing the Operate Team members working within the Global Operations Security Control Centre (GOSCC) in:

- The building and maintaining of relationships with the GOSCC Duty Staff, Delivery Partners, Delivery Teams and other Stakeholders and understanding their responsibilities and processes.
- Engaging with CS Customer Managers (CMs) in order to understand their Customers’ activities, priorities and objectives, both generally and with specific regard to ICT requirements, in order to understand the impact on Customers of any DD Service issues/denials.
- Facilitating, within the live service area, the resolution of Customer / User / Site issues, in accordance with agreed performance targets and established processes and procedures, escalating to Higher Authority as required.
- Assisting in assuring agreed services, supporting the r