On behalf of the MOD, we are looking for an IT Service Manager (Inside IR35) for a 5 month hybrid contract based 1 to 2 days per week in Corsham. The MOD's aim is to provide its armed forces with the best capabilities to enable them to protect the UK's security and advance national interests, both now and in the long term. The work really matters; the MOD offers a range of engaging roles which have a direct impact on the quality of services they provide, in many locations across the UK. We support teams working in HR, Primary Health Care, Corporate Services, and many others.
Note: SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position, (and speed at which we require a postholder in situ), preference may be given to candidates who meet all of the essential criteria and hold active security clearance.
Main Responsibilities
* Manage a fully functioning multi-sourced service support team with a customer‑centric support approach across multiple locations, focused on service availability and performance.
* Ensure that all service and support functions remain responsive to customer needs.
* Ensure that the service catalogue and wider IT service operations knowledge library are maintained.
* Ensure that adequate reporting and service standards are met for your specific service.
* Ensure that all technical change is communicated and managed, with appropriate governance.
* Ensure that a programme of continual service improvement is put in place across the wider service delivery function.
* Manage and optimise IT service delivery using JIRA Service Management, including incident, problem, and change management workflows.
Skills and Experience
* Asset and configuration management – you can maintain secure configuration and accurate information, control IT assets, and verify their location and state.
* Business analysis (IT operations) – investigate problems and opportunities in existing processes, recommend solutions, and work with stakeholders.
* Continual service improvement – identify process optimisation opportunities and contribute to implementing proposed solutions.
* IT service reporting – produce relevant reports in an appropriate format and agreed timeframe, discuss reporting process changes, interpret data and communicate findings.
* Service focus – see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
* Service management framework knowledge – hold a Level 3 service management framework qualification and demonstrate knowledge of ITIL life‑cycle or capability elements.
* Stakeholder relationship management (IT operations) – identify important stakeholders, communicate clearly and regularly, build relationships, and use evidence to explain decisions.
* Technical understanding – understand core technical concepts related to the role and apply them with guidance.
* User focus – identify and engage with users or stakeholders, collate user needs evidence, understand and define research that fits user needs, and use data to convert user focus into outcomes.
Please be aware that this role can only be worked within the UK and not overseas.
In applying for this role, you acknowledge that this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.
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