Service Introduction & Delivery Manager

Job description

Job responsibilities

Essential Criteria:

• Proven track record in leading service transitions, including managing the introduction and operational handover of new or changed services. You should have substantial experience in ensuring that IT services are integrated into live environments seamlessly, meeting both business and operational requirements.
• Strong communication skills, with experience engaging both technical and non-technical stakeholders. You should be adept at translating complex technical issues into business-friendly terms and managing expectations during critical service transitions. You will be expected to influence decisions and drive alignment across diverse teams, including senior management, business stakeholders, and third-party providers.
• Experience in leading the creation and review of Service Design Packs (SDPs) and ensuring service readiness before operational handover. You will be responsible for ensuring that services meet acceptance criteria and are supported by comprehensive service wraps to maintain long-term stability and performance.
• Proven ability to identify and manage risks and issues during service transitions, ensuring they are mitigated or escalated as necessary. You will manage dependencies across teams, ensuring smooth transitions while addressing any emerging risks or service performance issues.
• Demonstrated experience working with third-party suppliers and internal teams to ensure alignment on service expectations. You will be responsible for ensuring that external service providers meet their SLAs and KPIs and that the service transition process integrates them seamlessly into the UKHSAs operations.
• Strong understanding of ITIL best practices, particularly in service transition and service management processes. You will need to have experience working with ITSM tools and processes, including handling incidents, problems, and changes during service transitions.

Desirable criteria:

• Prior experience in leading teams would be advantageous for the Matrix Management role.

Selection Process Detail

This vacancy is using Success Profiles and will assess your Behaviours, Strengths, Experience and Technical Skills.

Stage 1: Application & Sift

Success Profiles

You will be required to complete an application form. You will be assessed on the listed 6 essential criteria, and this will be in the form of a:

• Application form (Employer/ Activity history section on the application)
• 1000 word supporting statement.

This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria. Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words.

The Application form and supporting statement will be marked together.

Longlisting:

In the event of a large number of applications we may longlist into 3 piles of:

• Meets all essential criteria
• Meets some essential criteria
• Meets no essential criteria

Those that meet all essential criteria and those that meet some essential criteria will be progressed to shortlisting.

Please note feedback will not be provided at this stage.

Shortlisting:

In the event of a large number of applications we will shortlist on the following criteria:

• Proven track record in leading service transitions, including managing the introduction and operational handover of new or changed services. You should have substantial experience in ensuring that IT services are integrated into live environments seamlessly, meeting both business and operational requirements
• Strong understanding of ITIL best practices, particularly in service transition and service management processes. You will need to have experience working with ITSM tools and processes, including handling incidents, problems, and changes during service transitions.

Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates

If you are successful at this stage, you will progress to interview & assessment

Feedback will not be provided at this stage.

Stage 2: Interview

Success profiles

You will be invited to a face to face interview. If face to face interviews are planned, in exceptional circumstances, we may be able to offer a remote interview.

Behaviours, technical skills and strengths will be tested at interview.

The Behaviours tested during the interview stage will be:

• Leadership (Lead behaviour 1)
• Communicating and Influencing (Lead behaviour 2)
• Managing a Quality Service
• Working at Pace

Lead behaviour 1 and 2 above will be used in tie break scenarios to break ties in scores at interview, if required.

You will also be expected to deliver a 10 minute presentation during your interview. The subject of this being:

• Understanding of ITIL principles, especially around service transition and operationsUsing ITIL principles, how would you ensure a smooth transition of a new IT service into live operations, while maintaining service quality and minimising risk?

Interviews dates are yet to be confirmed.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Eligibility CriteriaOpen to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Location

This role is being offered as hybrid working based at any of our Core HQs. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London).

Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Salary Bands

National: £54,416 to £64,485Outer London: £56,503 to £66,415Inner London: £58,589 to £68,344

Security Clearance Level Requirement

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.

Person Specification

Application Form and Supporting Statement

Essential

• Application Form and Supporting Statement

Behaviours

Essential

• Leadership (Lead behaviour 1)
• Communicating and Influencing (Lead behaviour 2)
• Managing a Quality Service
• Working at Pace

Presentation

Essential

• Presentation

Strengths

Essential

• Strengths

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

UK Health Security Agency

Address

Core HQ

Birmingham, Leeds, Liverpool, London (Canary Wharf)

E14 4PU

Employer's website

https://www.gov.uk/government/organisations/uk-health-security-agency (Opens in a new tab)