Senior IT Service Manager - Mobile Services - Service transformation, Transforming the service to be more efficient and user focussed while maintaining live service at expected service standards.

Description

Summary of work You will be working as part of an internal multidisciplinary Mobility product team helping to manage all aspect of the service delivery including service management (incidents, problem, SLAs), demand fulfilment for hardware and service transition for new services. You will be accountable for the end-to-end delivery of service utilising internal team and suppliers with a perspective that considers the time & budget vs outcomes. You will bring to team your recommendations and insights that focuses on improving the user experience for the product, reduces incidents and enhances service delivery efficiency. Where the supplied staff will work North West England Why the work is being done The mobile services product is responsible for over 20,000 mobile devices across the whole of the DWP. We are responsible for the management, security, infrastructure and applications for this product along with the service management for all aspects of the service. Mobile Services provide devices for users who are on the move and need to continue to work. We continually strive to make the best possible product for our users and improve the user experience. Service Management is an essential part of our product. The service team are responsible for the devices demand fulfilment, incident resolutions, problem management, knowledge management, user interactions, service monitoring and reporting and overall management of the mobile service. Service must remain user focused, and due to the nature of mobile, service must move with the advances in technology and the expectations of its users. Service is currently in a stable state with change projects being worked in the product team to add to the service offering. To provide the best value for money, product team is now implementing service transformation project which aims to improve the user experience, enhance self service, provide value for money and reduce full time resources required to support the services. All of this needs to be done without impact the BAU and current service offering. Initial phase of this project is to implement identified opportunity to outsource the devices demand fulfilment work to a supplier and upskill the existing team to pick up more value added work. Other parallel and subsequent phases will look at opportunities to improve self service, reduce incidents and enhance user experience. The business problem We are looking for an experienced Senior IT Service Manager to help with the following - 1. Assess the current service state and identify improvement opportunities 2. Prepare business case for future state, Identify the changes, their impact and feasibility and plan to reach that future state. Agree that with Product Owner and sponsor. 3. Lead the service transformation while ensuring no impact to live service 4. Streamline the operational readiness process for transformational changes 5. Support and upskill the current team members The people who will use the product or service User type: DWP Definition: - DWP Mobile device users - DWP first and second line support staff - DWP suppliers supporting the delivery of service Which phase the project is in Not applicable Existing team You will be working as part of an internal multidisciplinary Mobility product team and will have access to team members, leadership, users, current and future suppliers for demand fulfilment and mobile networks. Address where the work will be done Manchester HUB 2 St Peter’s Square | Manchester - M2 3AA DWP Peel Park, Brunel Way, Blackpool - FY4 5ES Working arrangements Working arrangements will be a blend of remote working and working from the Manchester or Blackpool HUB site, you will spend roughly 40% of your time onsite and 60% at home. Security and vetting requirements Baseline Personnel Security Standard (BPSS) Latest start date 6 November 2023 Expected contract length Proposed start date: 0 years 6 months 0 days Budget Indicative maximum: £91000 Indicative minimum: The contract value is not specified by the buyer Further information: Inside IR35 Contracted out service or supply of resource? Supply of resource: the off-payroll rules may apply Questions and Clarifications 1. Is there an incumbent Senior IT Service Manager? Is there an incumbent supplier that has provided a similar service in the past 6 months? Can you confirm that where it states (Max 750 characters including spaces) for the response to the Essentials and Nice to haves should read 750 words? No, there is not an incumbent Senior IT Service Manager. No incumbent supplier has provided a similar service in the past 6 months. Where it states (Max 750 characters including spaces) for the responses, this means 750 characters and each letter and even spaces are counted as characters. This does not mean 750 words. Last Updated : <strong>27/09/2023</strong>