AMS PSR

On behalf of The Home Office, we are looking for an IT Platform Service Manager (InsideIR35) for a 12 month contract based Hybrid/ in Croydon.

The first duty of Government is to protect the public. Since 1782, the Home Office has led work to keep the country safe from those who seek to do it harm; in doing so, we make a vital contribution to HM Government’s plan for a stronger, fairer, outward-looking and united Britain.

The Home Office covers three systems Homeland Security, Public Safety and Borders, and Immigration and Citizenship. These systems work collaboratively to deliver our cross-cutting priorities, whilst providing increasingly efficient and secure services for the public. These are difficult areas that can rapidly change in the global environment we work in – this makes us one of the most exciting and stimulating government departments in which to work.

As an IT Platform Service Manager, your main responsibilities will be:

Essential:

• Ensure that the customer receives the highest level of service from the platform team.
• Effectively engage with senior stakeholders, both internal and external, to ensure alignment.
• Manage challenges and escalations from the Service Management teams.
• Monthly service review meetings.
• Incident and problem management including RCAs and coordinating colleagues as part of incident response.
• Facilitate triaging of tickets and prioritisation.
• Identify, manage and escalate service risks appropriately.
• Management of on-call and out of hours rotas and escalations.
• Have accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services
• Act as the main escalation point for the wider Service Management team, invoking the DDaT risk escalation process when required and engaging relevant stakeholders in resolution activities
• Demonstrate leadership qualities by mentoring and line managing members of the Service Management community, supporting them to perform to their full potential and driving succession planning.
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
• Work effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt in order to reach consensus.
• Build effective partnerships across the technology organisation to share best practice.
• Ensure that all suppliers carry out processes to standards defined by the platform and the wider DDaT.
• Represent customers in Service Readiness reviews and assessments.
• Promote a culture of customer satisfaction
• Participate, contribute to and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.

Desirable:

• Cloud experience within AWS
• GITHub experience
• Public Sector experience is highly desirable
• ITIL Certification is desirable

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. 

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, the Home Office 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.

Armed Forces Covenant

The Home Office 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 of the essential criteria, we will interview the best candidates from within that group.

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".