Job summary

At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more.

Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Now, you’ve got the opportunity to join them.

Job description

Providing innovation to government partners.

Delivering best-in-class solutions.

Working at the cutting-edge of technology

It all matters.

Set the vision, adapt to customer needs

As Head of IT Service Management, you’ll set the vision and strategy for service management. You’ll ensure that processes are owned and that they can evolve with organisational need. Plus, you’ll have the opportunity to shape and lead your own team.

In overseeing service operations, you’ll make sure that we offer high-quality support for all our customers. You’ll ensure that practices and services are standardised, while maintaining some flexibility, so that they can be a better fit for differing customer needs. You’ll be proactive about ensuring that service management considerations are built into new bids and proposals too.

It’ll be your responsibility to ensure that each individual customer service is fulfilled – leading to customer satisfaction, and implementing remedial plans, when it’s needed. You’ll make sure service performance reporting is continually aligned to the customers changing requirements. When agreements need to be renegotiated, you’ll offer guidance.

You’ll take ownership of Continual Service Improvement across the Service Management function and wider services.

Motivate your team, drive success

In this senior role, you’ll lead and motivate a team of IT Service Management experts. This will involve recruiting, coaching and developing them. You’ll also be responsible for the performance of direct reports, ensuring that all policies and processes are followed. We’d like you to foster a culture that not only guarantees successful service delivery but is also a positive, learning-driven environment.

Build on our success with stakeholders

Working effectively with stakeholders will be key to your role. You’ll build senior‑level relationships (such as with other FCDO Services Directors) and manage long‑term strategic connections at the operational level.

You’ll also represent the voice of the customer to internal stakeholders. And you’ll constantly interact with customers – responding to difficulties and troubleshooting – to ensure that services are as useful as possible.

Bring extensive IT expertise and leadership brilliance

We’re seeking someone with significant experience in both management and large, complex service delivery environments. You’ve led a team of Senior Service Delivery Managers.

You have hands-on experience with service management tooling (ServiceNow) and with delivering to defined standards (at a minimum, ISO9001 & ISO20000:1). This is matched with extensive knowledge of formulating SLAs/OLAs. You’re an ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation. Plus, you’re knowledge of technical matters in respect of security, IT and Comms technologies.

To be ready for the role, you’ll be familiar with commercial and financial management practices within highly regulated sectors, such as (but not limited to) the Public Sector.

It would be a plus if you are a ITIL4 Strategic Leader and/or Master, as would qualifications in ‘Lean Thinking’ (such as Six Sigma). Experience of working within a variety of project and programme management methodologies would be beneficial. As would any familiarity with FCDO Services or our customers’ work.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help.

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Developed Vetting (DV)clearance.

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

Person specification

ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation

Demonstrable experience of working within large complex service delivery environments, with significant management experience

Experience of leading a team of Senior Service Delivery Managers

Hands-on experience of service management tooling, such as ServiceNow

Extensive knowledge of formulating SLAs/OLA

Extensive experience of delivering services to defined standards (at a minimum, ISO9001 & ISO20000:1)

Hands-on experience of commercial and financial management practices within highly-regulated sectors, such as (but not exclusive to) the Public Sector

Knowledge of technical matters in respect of security, IT and Comms technologies

Qualifications

ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation

Behaviours

We'll assess you against these behaviours during the selection process:

Changing and Improving

Communicating and Influencing

Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation

Demonstrable experience of working within large complex service delivery environments, with significant management experience.

Experience of leading a team of Senior Service Delivery Managers

Hands-on experience of service management tooling, such as ServiceNow

Extensive knowledge of formulating SLAs/OLAs

Extensive experience of delivering services to defined standards (at a minimum, ISO9001 & ISO20000:1)

Hands-on experience of commercial and financial management practices within highly-regulated sectors, such as (but not exclusive to) the Public Sector

Knowledge of technical matters in respect of security, IT and Comms technologies

We only ask for evidence of these technical skills on your application form:

ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation

Demonstrable experience of working within large complex service delivery environments, with significant management experience.

Experience of leading a team of Senior Service Delivery Managers

Hands-on experience of service management tooling, such as ServiceNow

Extensive knowledge of formulating SLAs/OLAs

Hands-on experience of commercial and financial management practices within highly-regulated sectors, such as (but not exclusive to) the Public Sector

Knowledge of technical matters in respect of security, IT and Comms technologies