Defence Digital

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

- 248915**Salary**:

- £53,500**Job grade**:

- Grade 7- B2**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**:
Defence Digital (DD), part of Strategic Command, fulfils 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 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**:
As the Head of IT Service Management, you will be one of three senior positions in the SECRET CLOUD project and will represent the IT Service Management function, responsible for setting the vision and ensuring processes are owned and matured. This is a new team - and you will have the opportunity to input and shape the direction of Operational Service Management for the SECRET Cloud platforms. Helping build and run one of the most critical components of the Defence Digital backbone.

You will lead and direct teams within the Service Management function and be accountable for driving service governance, quality, and continual improvements for all processes, metrics and setting Service level agreements (SLAs). In this role you will be the primary escalation point for the business in relation to business-as-usual services and responsible for the effective management of the service delivery function.

This position will lead a team of internal and external Service Management resources, be the Product Owner and will provide the team with service management direction and guidance to produce solutions. In addition, you will focus the team on what is most important in the delivery of products and services.

In return, you will benefit from excellent learning and development opportunities tailored to your role and beyond. Whilst in post, you’ll be able to gain industry recognised qualifications and more and we’ll support you throughout the process. You’ll also be able to take advantage of our excellent benefits package, including flexible working, generous leave allowance and a market-leading Civil Service pension.

Our team is a leader in Defence, working in a busy and exciting environment, so now is a great time to join us and become part of our journey

**Person specification**:
Responsibilities include:

- Represent the IT Service Management function, responsible for setting the vision and strategic direction for the team, ensuring processes are owned and matured.
- Lead and direct teams within the Service Management function, across different suppliers, as well as Civil Servants and military personnel where applicable.
- Accountable for, and holding suppliers to account for, driving service governance, quality and continual improvements for all processes, driving metrics and setting Service level agreements (SLAs).
- Primary escalation point for the business in relation to business-as-usual services, responsibility for the effective management of the service delivery function across Defence Digital and the wider business.
- Ensure that customer relationships are maintained and enable value through the services we provide.
- Ensure our processes are aligned with the Service Integration and Management (SIAM) and Operational Service Management (OSM) principles.
- Support process governance by conducting adequate service reviews to address performance, risks and issues with the process leads and suppliers (where necessary).
- Coach and mentor the team in the Service Management Framework and agile methodology, whist maintaining best practice.
- Focus the team on customer outcomes, ensuring what is most important is achieved in the delivery of products and services.
- Line management and development responsibility of staff.

Who are we looking for:

- The ability to represent the IT service management function at a senior level.
- Able to act as an escalation point for business stakeholders.
- Capable of maintaining a positive attitude in a busy environment.
- Inspire passion to drive change and provide excellent customer service.

If you have the following skills and experience, we would love to hear from you
- Strong knowledge of ITIL framework and core processes.
- Previous experience of Service Management and de