Lead IT Service Manager

On behalf of FCDO, we are looking for a Lead IT Service Manager (Inside IR35) for a 6 Month contract based Hybrid in Milton Keynes. The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty, and tackle global challenges with our international partners. SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

As a Lead IT Service Manager, your main responsibilities will be:

• Lead and motivate a team of IT Service Management experts to develop positive relationships and ensure successful service delivery.
• Accountable for the execution of Continual Service Improvement, both within the Service Management function and in the delivery of services.
• Responsible for the performance of direct reports, ensuring all policies and processes are followed.
• Recruit, direct, coach, develop and performance manage a team of Service Management resources to drive high performance.
• Set the vision and strategy for service management, ensuring processes are owned and evolve to meet the organisational strategy.
• Ensure practices and services are standardised, but adaptable to the needs of different services and customers where appropriate and provide value for money to the customer.
• Ensure service management considerations are built into new bids/proposals and CR's.
• Lead the operational input in renegotiating service agreements.
• Oversee the service operations to ensure quality consumer support.
• Ensure that service performance reporting is continually aligned to the customers changing requirements.
• Create and develop effective relationships with senior stakeholders and customers.
• Manage long-term strategic relationships with operational stakeholders.
• Ensure that each individual customer service agreement is fulfilled, that customer satisfaction meets ministerial targets and remediation plans are in place where required.

Essential:

• Previous experience with managing change and risk elements.
• Experience with Automation and AI.
• Strong experience dealing with multiple senior stakeholders.
• Previous public sector experience is a must.
• Active Security Clearance (SC).

Desirable:

• ServiceNow experience.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a member of the Disability Confident Scheme, FCDO guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

FCDO guarantees to interview veterans or spouses/partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates/military spouses or partners, who meet all the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following: this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.