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Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We look forward to receiving your application

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.

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 drive 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 Facilities 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 support over 3000 colleagues working in a hybrid style at home and in 26 offices across Great Britain. 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.

We strive to constantly improve the technologies and services supporting the organisation. Our end user computing devices are leading edge, and we are making significant progress in delivering new cloud-based services. Our service management and information management services are very highly regarded within the organisation and pride themselves on excellent customer service. Our commercial team has built strong relationships with suppliers and our project management team is embedded in our corporate change programme, transforming the older legacy systems that have underpinned the organisation for a long time.

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.

The post can be based in any HSE location except for our London offices. For further information about HSE locations please click here.

At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement and your allocated office will be your contractual place of work. There will be a requirement to travel to the office for various activities e.g., collaborative working, supporting, and training colleagues. If hybrid working is suitable for you and your role, the arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be considered. Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.

As Service Operations Manager you will be responsible for protecting HSE live services. You will support the Major Incident Management discipline following a service failure, restoring live service as quickly and safely as possible with the smallest possible business impact and ensuring communications are issued as appropriate. You report direct to the head of Service Operations and are accountable for service management across platforms and multiple channels to ensure availability, performance and process maturity across this landscape. You will work in partnership with teams across ITF, HSE partners and HSE colleagues to deliver a service seeking for operational excellence. 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, or some understanding of service management and have a good understanding of incident; problem Event; Event change release and configuration management, and of how IT services are run within HSE.

Your role and responsibilities for this position include, but are not restricted to:

• Identify and support performance improvement opportunities and ensure compliance with quality management, risk management, security policies and procedures.
• Evaluate and communicate through agreed channels the impact of incidents on customers and manage the expectation of stakeholders.
• Have input to and drive effective use of Service Management processes (e.g. Major Incident, Incident Management, Change Management, Problem Management) in order to optimise service availability and reduce service downtime and the impact of risks/issues.
• Assess the impact of current issues affecting live service operation and the consequential effects it may have on the wider estate.
• Lead and develop teams to make sure that service level agreements and operational level agreements are in place with both external and internal teams.
• Collaborate with other IT service functions to make sure that services are maintained.
• Lead the day to day delivery of IT Services.
• Development and production of regular reports to determine how the UC services are performing

Qualifications, Skills and Experience

Essential:

• ITIL v4 Foundation Certificate

Essential Criteria:

You must be able to demonstrate experience and knowledge of:

• A Service Management software tool set, preferably ServiceNow
• SLA/OLA/KPI Performance Reporting and Dashboards
• Involvement in one of the stages of the development life cycle and/or in a service management support activity.
• Meticulous attention to detail along with the ability to be a highly effective communicator.
• Effective communication skills, with an aptitude for dealing with users, colleagues, customers and suppliers.
• The ability and confidence to make appropriate decisions, initiating action to resolve operational problems.
• Handling and dealing with problems arising from incidents in the operation of information systems

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Seeing the Big Picture
• Delivering at Pace
• Working Together

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity
• Competitive rates of pay
• Access to the highly competitive Civil Service Pension Scheme to which HSE contribute 27.1% 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.
• Competitive parental leave benefits.

Allowances
This post is eligible for Excess Fares Allowance. A successful internal candidate currently based at another office may be entitled to Excess Fares Allowance in line with HSE policy (http://intranet/finance/expenses/excess-fares-allowance-policy.htm)

Job contact :

Name :
June Rafferty
Email :
[email protected]

Recruitment team :

Email :
[email protected]