Operations Technical Manager Department for Work & Pensions
Reference
57057
Location
Blackpool or Manchester
Salary
£40,666
Work hours
37
Employment type
Permanent
Job benefits
A brilliant Civil Service pension with employer contributions circa 27%, generous annual leave, flexible working, great work life balance and lots more.
Closing date
8 July 2020
Job description
DWP. Digital with Purpose.
DWP are looking for a Operations Technical Manager to work with us on in a once-in-a-generation digital transformation. Our people work on projects that are revolutionising products and services that are used by millions of people every day.
Using fresh ideas and leading edge technologies – and putting the user at the centre of everything we do – we create innovative digital solutions that make a difference to the lives of our 22 million users.
Delivery. Work. Projects.
About you and your role:
You will join the Hybrid Cloud Service Operations function as an Operations Technical Service Manager ensuring the consistent application of Service Management disciplines such as Incident and Problem Management, Change, Release, and Service Transition. You will also be responsible for Service Reporting and identifying Continual Service Improvement opportunities.
Working alongside the Senior Operations Technical Service Manager, you will be responsible for the protection of live services which involves managing the preventative measures and/or restoration of services and live product support as well as resolving incidents impacting day to day operations. Were looking for people who have an understanding of the evolving nature of risks affecting services and product support in line with our overall Disaster Recovery and Digital Service Management processes and policies, and will ensure that operational risks are recorded and managed appropriately.
Working in conjunction with Service Transition, you will take a lead role in managing the Service Onboarding process for Hybrid Cloud Services, working closely with engineers to define Service Acceptance Criteria for On-Premises, Azure, and AWS solutions, and ultimately ensuring that services are fit for purpose.
Ideally we are looking for someone to have some experience in an enterprise environment, someone who has helped to implement and embed service management processes and procedures, we want candidates who have an understanding of technology and how it fits together
You’ll join an organisation working at enormous scale, with huge complexity, and in a unique context. There are brownfield challenges here you just don’t get elsewhere. You’ll shape the future direction of our team and this organisation, contributing to DWP’s technical strategy and advising on the viability of improvements, timescales and the means needed to get there.
Other responsibilities include:
- Identifying and supporting performance improvement opportunities, specifically in relation to Hybrid Cloud Services Onboarding for On-Premises, Azure, and AWS, ensuring compliance with quality management, risk management, security policies and procedures.
• Monitoring the effectiveness of the appropriate Service Management processes, with particular focus on Service Onboarding, analysing metrics, reporting on performance design, and making recommendations for improvement and reduction to service downtime.
• Identifying problems and undertake root cause analysis to investigate and fix underlying cause in order to restore and manage services and live product support effectively.
• Analysing and interpreting service and live product support options, considering the impact these would have on the overall technology landscape.
• Supporting Change and Release Management to ensure activities have robust implementation and regression plans minimising impact of any risks and issues.
What skills, knowledge and experience will you need?
- A strong candidate will be able to demonstrate the essential criteria listed below:
- Service focus (DDaT) – Sees the bigger picture by taking groups of services, investigating how to get the best of underlying services.
- Making effective decisions – Specifically in relation to onboarding new services, ensuring alignment to service acceptance criteria for Hybrid Cloud supported infrastructure and services.
- Managing a quality service – Ensuring the appropriate focus on Incident, Problem, and Change Management, with a focus on service availability and incident avoidance
- Displays detailed knowledge and understanding of Operations environment
- Knowledge of a service management framework (e.g. ITIL) and experience in the Service Operations function (Event, Incident, Problem, Change, Release, Capacity, ITSCM and CSI)
- Ability to communicate effectively across all operational levels of the organisation as well as with suppliers and customers.
Where You’ll Work
You’ll join us in our brilliant digital hub in Manchester or Blackpool. Find out more about our hubs here: https://careers.dwp.gov.uk/our-locations/
We’re the UK’s biggest government department with over 80,000 diverse and brilliant people on our team. We are an equal opportunity employer and we welcome applications regardless of age, gender, race or sexuality.
Development. Wages. Perks.
What is our offer?
In return for your skills we offer competitive salary up to £40,666 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package.
We also have a broad benefits package built around your work-life balance which includes:
- Flexible working
- Family friendly policies
- Volunteering and charitable giving
- Discounts and savings on shopping, fun days out and more
- Interest-free loans to buy a bike or a season ticket, so it’s even easier for you to get to work and start making a difference
- Sports and social activities
- Professional development, coaching, mentoring and career progression opportunities.
CLICK APPLY for more information and to start your application. If you want to talk about this opportunity before you apply contact me via dean.simon@dwp.gov.uk