Service Delivery Manager (Band 3 / SEO)

Keeping people safe and healthy matters and that’s what we do at the Health and Safety Executive. Every day, everyone on the team contributes to protecting lives and we apply our expertise to help influence change in mindsets about health and safety throughout industry. We undertake world-class science to build our knowledge about safe working practices, and then apply that understanding to the workplace, guiding every part of the economy to function safely. And when accidents happen, we investigate and hold those at fault to account whilst ensuring that lessons are learnt across industries. We are a modern, independent, data driven Regulator and we are proud to have made Great Britain one of the safest places to work in the world.
Technology, data, and digital services underpins everything that HSE does. We are a knowledge organisation, with a wealth of experience in keeping people safe. It is the responsibility of the Information, Technology and Services Division to ensure that everyone in the organisation can access our data and information, to share it and to use it to make effective decisions. We strive to constantly improve the technologies and services supporting the organisation. Our services keep inspectors functioning effectively and efficiently on industrial sites nationwide, from oil platforms in the North Sea to our deepest mines and quarries. Our service management services are very highly regarded within the organisation and pride themselves on excellent customer service.
We are a learning team, and everyone is encouraged to undertake training, development and courses that will keep them and the team current and excited by new opportunities. The team works well because everyone’s contributions and ideas are listened to and valued, and we can only grow and improve, if there is an enthusiasm to explore our disciplines and try new ways of working.
You will be required to work out of hours on an on-call rota, weekdays and weekends., HSE’s Service Operations team strive to constantly improve the technologies and services supporting the organisation. Our service management team are very highly regarded within the organisation and pride ourselves on excellent customer service.
As the Service Delivery Manager, you will be responsible for overseeing the delivery and continuous improvement of digital services across the organisation. Following established acceptance into service processes you will ensure that services are delivered to meet business objectives while maintaining a focus on customer satisfaction., + Manage the increased workload anticipated as digital programs transition into live services.
+ Following established acceptance into service processes you will ensure that services are managed and delivered to meet business objectives while maintaining a focus on customer satisfaction.
+ Implement IT service management strategies, policies, and procedures to ensure efficient and effective delivery of IT services. Monitor service levels, identify areas for improvement, and proactively address service delivery issues.
+ Maintain SLA performance with internal and external stakeholders. Monitor SLA performance, feed into monthly service reviews, and drive efforts to meet or exceed agreed-upon service levels.
+ Oversee the resolution of IT Incidents and Problems, ensuring timely response, escalation, and resolution. Implement incident and Problem Management processes, including root cause analysis and preventive measures, highlighting and capturing any risks for consideration at the Service Risk Register monthly review.
+ Ensure all Incidents are checked to an appropriate level of Quality following resolution, providing feedback to functional heads.
+ Develop and present regular daily, weekly and monthly performance and MI reports and dashboards to senior management as required.
+ Ensure that change management procedures are followed, minimising disruption to live services, protecting the IT Service Desk and maintaining a stable IT environment.
+ Facilitate on-going review with Change Management and technical teams to support the introduction of more agile Change Management practices.
+ Collaborate with 3rd party suppliers to resolve issues and improve service delivery.
+ Continuous Improvement: Identify opportunities to enhance IT service delivery processes, tools, and technologies. Drive continuous improvement initiatives, such as automation, standardisation, and optimisation, to increase operational efficiency and service quality., We'll assess you against these behaviours during the selection process:
+ Communicating and Influencing
+ Managing a Quality Service
+ Seeing the Big Picture
+ Delivering at Pace, The Sift will take place during w/c 2nd December 2024
In the event of a high number of applications at Sift, we will assess on the Personal Statement only.
Interview Information
At interview, you will be assessed against the behaviours listed in the job advert and experience based questions.
Interviews will take place via MS Teams w/c 9th December 2024.
Please note that dependent on numbers of applications received these dates could be subject to change.
AI Tools & Platforms
During the application process candidates are allowed to utilise AI (artificial intelligence) platforms and Tools to support them in writing their Behaviours, CV’s and Personal Statements. However, all information submitted must be factually accurate. This includes presenting the ideas and experience of others, or those generated by artificial intelligence, as your own. All presented information will be assessed at the Interview Stage.
Sponsorship
This role is not open to application from those who will require sponsorship under the points based system. Should you apply for this role and require sponsorship your application will be rejected, and any provisional offers of employment will be withdrawn.
Further Information
Please note that a Reserve List will be held for the period of up to 12 months. There is no guarantee you will be offered a role from our reserve lists, so if you see a vacancy on Civil Service Jobs that you are interested in, we recommend you apply.
Due to the nature of security checks undertaken, applicants must have 3 years continuous residency in the UK up to the date of the application and, Home Office approval for indefinite leave to remain within the UK.
It is the candidate’s responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful in their application. For a summary of HSE terms and conditions as part of Civil Service Reform, please see the attached HSE Terms and Conditions document.
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 and the Civil Service D&I Strategy.
HSE is proud to be a part of the Disability Confidence Scheme (DCS). As a Disability Confident employer, we positively welcome applications from disabled people. We are committed to making workplace adjustments to ensure anyone can participate in the recruitment and selection process.
We offer a guaranteed interview scheme for all disabled applicants who provide evidence of meeting the minimum requirements necessary for the post.
If, during the application or interview process, you require any assistance due to a disability or a medical condition, please contact us at the email address below to discuss how we can support you. For example if you have a disability, and you need an application form in an alternative format or you would like to know more about our recruitment process, please contact: hr.resourcing-team@hse.gov.uk
If successful in securing your role, HSE can provide suitable workplace adjustments to support you throughout your career with HSE.
Any move to HSE 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 here
Please note, if you are a current civil servant and you are currently undergoing any of the following formal actions your application will not be progressed any further;
Formal discipline action, any formal action regarding attendance, poor performance or any restriction of duties as a result of disciplinary action.
Feedback will only be provided if you attend an interview or assessment.

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.

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.

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).

We are seeking a highly skilled and professional IT Service Delivery Manager to join our team.
You will be able to work using your own initiative, making decisions on service management issues, sometimes with limited information, or work within a team environment. You will have experience of IT service management and have a good understanding of incident; problem; change release and configuration management operate.
You will have a firm background in IT service management, excellent leadership abilities, and a proven track record of successfully managing IT service delivery..
Essential Skills and Criteria;
+ Proven experience in IT service delivery management.
+ Proficient knowledge of IT service management frameworks, processes, and best practices.
+ Excellent leadership and people management skills, with the ability to motivate and inspire a diverse team.
+ Ability to identify and address service delivery issues.
+ Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate with stakeholders at all levels.
+ Knowledge of emerging technologies and trends in IT service delivery.
+ Proficient use of MS 365 products.
The team is based in our Bootle office and there is the expectation that you will attend the office for 60% of your working week. This role may also involve occasional travel to other HSE offices with some potential overnight stays., ITIL v3 Foundation Certificate, other equivalent qualifications will be considered.

Alongside your salary of £45,954, Health and Safety Executive contributes £13,312 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role
+ An environment with flexible working options
+ A culture encouraging inclusion and diversity
We invest in our people with;
+ Competitive rates of pay
+ Access to the highly competitive Civil Service Pension Scheme to which HSE contribute 28.97% far more than in the private sector.
+ Family friendly policies and working hours to help balance your home life and career
+ Carer friendly policies to help create a supportive working culture
+ 25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leave
+ Parental leave benefits
+ As a member of HSE you will gain access to a wide range of fantastic benefits that you can take advantage of such as the Cycle to Work Scheme, E-Gift Cards and Vouchers via our partner EdenRed.