Senior IT Service Manager in England

About FCDO Services

At FCDO Services we protect the UK's interests at home and overseas. We design and construct secure government buildings and 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 & Data Technology Team

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.

Our Values

• Providing innovation to government partners.
• Delivering best‑in‑class solutions.
• Working at the cutting‑edge of technology.
• It all matters.

Key Responsibilities

When you join us in this vital senior role, you'll focus on supporting the successful delivery of high‑quality services as you work with our customers to resolve any issues and incidents that occur, assess and steer change, and coordinate and lead our delivery teams as they work on short and long‑term solutions. You'll be working closely with Project Managers, Product Owners and Technical Architects, and in addition to developing a strong understanding of our customers' requirements, you'll also ensure they're within our organisation's technical capabilities and capacity. Leading investigations into problems and opportunities relating to existing processes, you'll also generate creative new approaches to improving the service we offer.

You'll have several additional tasks – these include providing advice on technical, risk and mitigation matters, contributing to proposals for our customers, and ensuring that the solutions we develop are timely, commercially viable, and align with the strategic roadmap. You'll also be responsible for ensuring incident, problem, change and request processes are adhered to, working practices are in line with the relevant ISO standards, and change requests with existing customers are realised. Committed to maintaining your own and your team's knowledge and development, you should also be ready to act as an escalation point for any service failures and ensure that resolution plans are executed correctly.

Qualifications

This is a fast‑paced and complex role, and to be a success you'll have plenty of experience working with customers in an IT service delivery environment. So, with this in mind you should hold a BTEC or its equivalent, preferably in Information Technology, or have plenty of relevant, hands‑on experience in a similar role. You'll have worked with service management tooling, such as ServiceNow, and in addition to ITIL4 Managing Professional certification, you should possess broad technical understanding and well‑developed awareness of service design across the delivery lifecycle. Some experience of international service delivery, ideally within the public sector, would be desirable, as would the ability to manage internal suppliers and third parties. You'll be at an advantage if you can show technical knowledge relating to security, IT and communication technologies, and any commercial expertise would be a plus. You'll be working with a wide range of colleagues and stakeholders, so it's important that you have excellent communication and interpersonal skills, and a strong commitment to building long‑term relationships with our customers' technical specialists and our product and services teams.

Benefits & Flexibility

It takes a diverse team to protect a diverse world. 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.

Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match.

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.