OSCAR is His Majestys Online System for Central Accounting and Reporting. It has ~1800 end-users, and they require a proficient service desk facility responsible for prioritising, allocating and resolving all service-related tickets to our other OSCAR suppliers for resolution. This service desk is currently provided by an external service provider, and the post holder would lead the successful transition of that incumbent service to a new in-house team.
This role directs day-to-day functions, making sure users and business teams receive the support required. They deliver excellent customer service and promote user happiness. The role reports to a Senior IT Service Manager and will have line management responsibility of the service desk analysts.
On a typical day you will
Customer Support and Service Delivery
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Lead the delivery of Service Desk operations, ensuring incidents, service requests and changes are managed effectively in line with agreed service management processes and standards.
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Take overall accountability for the Service Desk's performance, ensuring services meet established service level agreements (SLAs), critical metrics, and business requirements.
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Coordinate the management of major incidents, ensuring seamless collaboration among resolver groups and timely communication with collaborators.
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Ensure effective incident, problem, request, and change management procedures are established, embedding consistent and repeatable processes across the service.
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Maintain operational stability and service continuity by proactively identifying risks, trends and improvement opportunities across the service landscape.
Stakeholder and Customer Relationship Management
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Build and maintain strong relationships with stakeholders, customers, suppliers and delivery teams to ensure a high-quality, user-focused service.
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Act as the primary escalation point for high-impact issues, ensuring stakeholders are appropriately engaged and informed throughout.
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Promote a user-centred approach, using feedback and service insights to shape service delivery and prioritise improvements.
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Represent the Service Desk in governance forums and senior collaborator discussions, providing clear updates on operational efficiency and issues.
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Ensure effective coordination across internal teams and external suppliers to deliver a seamless end-to-end service.
Reporting, Records and Knowledge Management
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Own and ensure the integrity of service management data, including incidents, requests, assets and performance information.
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Define, track and report on service performance metrics, consolidating management information into meaningful insights to support decision-making.
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Ensure effective knowledge management practices are in place, including the creation, maintenance and ongoing improvement of knowledge articles and documentation.
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Use customer feedback, performance data and operational insights to identify service gaps and opportunities for improvement.
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Ensure audit, governance and compliance requirements are met across all Service Desk processes and records.
Leadership, Resourcing and Continuous Improvement
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Provide overall leadership and management of the Service Desk team, including line management responsibility for Service Desk Analysts.
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Set direction, priorities and objectives for the team, ensuring alignment to wider organisational goals and service requirements.
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Handle workforce planning, rota design and resource allocation to ensure effective service coverage and resilience.
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Establish team capability through coaching, mentoring and development, fostering a high-performing and user focused culture.
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Drive continuous service improvement, identifying, prioritising and implementing efficiencies and improvements across processes, tools and methods of operation.
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Lead the design, transition or evolution of Service Desk services, including defining processes, policies and operating models where required.
Service Strategy, Governance and Supplier Management
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Handle relationships with third-party suppliers and vendors, ensuring services are integrated effectively and deliver value for money.
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Ensure alignment to IT operations frameworks (e.g. ITIL), embedding guideline across incident, problem, change and service management areas.
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Stay informed of industry developments and emerging technologies, finding opportunities to enhance service capability and efficiency.
The role will require technical ability:
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Demonstrable understanding of ITIL practices, including incident, problem, change and service level management
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Strong understanding of IT service delivery frameworks and operating models
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Experience using ITSM tools (e.g. Jira Service Management or similar) to handle service performance and operations
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Ability to analyse service data, KPIs and trends to drive performance and inform decision making
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Understanding of supplier management and multi-team service delivery environments
Qualifications:
SIAM Foundation
If you do not hold the qualification, you should be willing to achieve it within 12 months of joining if successful.
ITIL v4 (or v5) Foundation (Mandatory)
In your application form, youll be asked to confirm that you hold this qualification. You will need to provide evidence of this qualification if you are invited to interview.
Roles will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks. Using GDD, we will then determine if you will be paid an additional allowance on top of your basic salary.
Additional Information:
Our operational hours are Monday to Friday, 08:00 to 18:00. The successful candidate may be required to cover the core rota from time to time. There is a requirement to work flexibly as part of the rota.
If you would like to speak to the hiring manager informally prior to the closing date, please contact Martin Beale: [email protected]
Visa sponsorship is not available for this role.
