Andover, SP11 8HT Job Summary The Ministry of Defence employs over 50,000 Civil Servants, with the Army Top Level Budget (TLB) accounting for approximately 12,000 personnel across more than 300 locations. This diverse workforce includes professionals such as trainers, human resources specialists, educators, psychologists, storekeepers, financial experts, project and programme managers, and policy advisors. Each function plays a vital role in delivering key outputs for the Army, with data-driven insights essential to understanding and supporting our people. We are committed to delivering exceptional outcomes for our customers while respecting work-life balance. Our flexible working practices are designed to support personal and professional commitments. At Army Headquarters, we value our people as our greatest asset. We cultivate an inclusive environment where individuals can thrive, contribute meaningfully, and be part of a supportive and diverse community. Whether collaborating on shared goals or engaging in employee networks, we believe that embracing different perspectives leads to excellence. This is a full-time role (37 hours per week), requiring on-site presence during core business hours (08:00–16:00), in line with operational needs. Job Description This role presents an exciting opportunity to join a dynamic and evolving team dedicated to delivering high-quality customer service across Army Headquarters. The successful candidate will join the Information Capability Support Team (ICST), comprising five specialist units that provide tailored IT solutions to British Army HQ. As the ICST HelpPoint Delivery Manager, you will lead the HelpPoint function and serve as the primary customer liaison. You will oversee the delivery of IT hardware, software, troubleshooting, technical support, and conference room management for all Army Headquarters personnel. This role requires a proactive, solution-oriented approach and the ability to adapt to changing priorities at short notice. Key Responsibilities: Lead and manage a team of five Information Support Officers providing front-line IT support to Army Headquarters personnel. Ensure the effective delivery of all ICST IT Service Desk outputs, maintaining a high standard of customer service. Respond to escalated issues and customer concerns, supporting problem resolution, crisis management, and business continuity. Conduct IT asset assurance activities and ensure compliance with current information management policies. Drive continuous improvement initiatives, standardising processes to enhance team efficiency and service delivery. Collaborate closely with stakeholders to understand evolving requirements and deliver tailored IT solutions. Play a central role in organising and implementing major IT projects, such as system upgrades and new technology rollouts (e.g., Windows 11 deployment). Engage with a broad range of stakeholders, including senior leadership, contractors, and Civil Service colleagues, in a fast-paced and professional environment. Contribute to the development of standard operating procedures and promote a culture of innovation and excellence. Click the following link to find out what a delivery manager in government does. Delivery manager - Government Digital and Data Profession Capability Framework This role presents an exciting opportunity to join a dynamic and evolving team dedicated to delivering high-quality customer service across Army Headquarters. The successful candidate will join the Information Capability Support Team (ICST), comprising five specialist units that provide tailored IT solutions to British Army HQ. As the ICST HelpPoint Delivery Manager, you will lead the HelpPoint function and serve as the primary customer liaison. You will oversee the delivery of IT hardware, software, troubleshooting, technical support, and conference room management for all Army Headquarters personnel. This role requires a proactive, solution-oriented approach and the ability to adapt to changing priorities at short notice. Key Responsibilities: Lead and manage a team of five Information Support Officers providing front-line IT support to Army Headquarters personnel. Ensure the effective delivery of all ICST IT Service Desk outputs, maintaining a high standard of customer service. Respond to escalated issues and customer concerns, supporting problem resolution, crisis management, and business continuity. Conduct IT asset assurance activities and ensure compliance with current information management policies. Drive continuous improvement initiatives, standardising processes to enhance team efficiency and service delivery. Collaborate closely with stakeholders to understand evolving requirements and deliver tailored IT solutions. Play a central role in organising and implementing major IT projects, such as system upgrades and new technology rollouts (e.g., Windows 11 deployment). Engage with a broad range of stakeholders, including senior leadership, contractors, and Civil Service colleagues, in a fast-paced and professional environment. Contribute to the development of standard operating procedures and promote a culture of innovation and excellence. Click the following link to find out what a delivery manager in government does. Delivery manager - Government Digital and Data Profession Capability Framework Person specification Essential Skills Required: Demonstrated organisational skills, accuracy, and attention to detail. Proven experience in customer-focused roles, with a commitment to service excellence. Strong communication and influencing skills across varied audiences. Ability to leverage information to support strategic and operational goals. Capable of managing workload independently and collaboratively within a team. A solution-focused mindset with the ability to adapt and respond to changing demands. Evidence of strong, empowering leadership that motivates and supports team development. Behaviours We'll assess you against these behaviours during the selection process: Leadership Communicating and Influencing Managing a Quality Service Delivering at Pace Alongside your salary of £36,530, Ministry of Defence contributes £10,582 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. The Army prides itself on being a supportive employer and where possible encourages flexible working, helping you to maintain a great work/life balance. Other Benefits For Army Civil Servants Include: 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service Highly competitive pension scheme Personal and professional development of skills Alternative working patterns for many roles Access to the Employee Assistance Programme (EAP), a free service that assists you with achieving a productive, healthy environment that is conducive to a healthy lifestyle. Enhanced parental and adoption leave 6 days special leave per year which can be used for volunteering activities Learning and Development We believe that everyone has the potential to make a difference and you will be supported to help you learn and advance in your career. This includes working towards membership of a professional body and/or undertaking a modern apprenticeship as part of your role. A modern apprenticeship is a combined package of work and training. Through the schemes available you will gain a professional qualification, practical experience, and the broader skills required to develop in your current role and pave the way for your future career. The post does not offer relocation expenses. External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. Please Note: Expenses incurred for travel to interviews will not be reimbursed. Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts. Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/. The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments. MOD Recruitment Satisfaction Survey – We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. At application stage you will be assessed against the following: CV Personal Statement - 750 words demonstrating your ability to engage with stakeholders at varying levels, your proficiency in managing and leading a team and your ability to deliver customer focused solutions. Behaviours Communicating & Influencing Delivering at Pace Leadership Managing a Quality Service When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected. Applications will be sifted using the Behaviours, CV, and Personal Statement that have been chosen for this campaign, but in the event of there being a high number of applications, a sift will be conducted on the lead behaviour 'Leadership' At interview stage you will be assessed against the following behaviours: Communicating & Influencing Leadership Managing a Quality Service Application sifting will be scheduled to take place within 7 days of the application closing date. Interview dates are to be confirmed and will be held in person. We endeavour to keep to these time frames, but these are subject to change around business needs. The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment. The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out. The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk. As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn. Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This Job Is Broadly Open To The Following Groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact : Name : Emma Clements Email : EMMA.CLEMENTS112@mod.gov.uk Recruitment team Email : DBSCivPers-ResourcingTeam3@mod.gov.uk Further information Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk.