Job Vacancy Deputy Director Head of Service Operations - DEFRA - SCS1

Key Responsibilities

Primary responsibility is to ensure service availability is maintained at required levels, and in doing so own the responsibilities of:

• Sets the vision, and strategy for the management of live services, to maximise availability, limit downtime, and ensure users are effectively supported. 

• Ensures operational support is fully considered as services are released into the live environment.

• Delivers operational capability to manage technology risks, to reduce the likelihood of disruption and to limit the impact of major incidents when disruption does occur.

• Provision of an effective and user-friendly Catalogue of requestable items backed by lean workflow and supported by an efficient exceptions process to deliver what users need, when they need it. 

• Provision of effective cyber security protective monitoring, vulnerability management in conjunction with technical teams and suppliers, and a responsive and effective cyber incident response capability. 

• Lead on software licencing (circa £40m/y) seeking to ensure legal compliance and cost effectiveness *

• Provide a comprehensive inventory of the IT estate to enable effective operational processes and effective decision making *

• Provision of a primary lead on Joiner-Mover-Leaver initiatives on behalf of GIO.

• Building successful stakeholder relationships with other IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective IT service operations to meet those needs. 

• Works with the IT senior leadership team on the service portfolio and governance required to prioritise resources (incl. budgetary elements).  

* Functions are currently in the role scope, but consideration is being given to rebalancing effort across leadership roles which may impact on this scope.

Knowledge Required

• A deep understanding of Service Management best practice backed up by industry qualifications (ITIL). Certification in ITIL mandatory.

• A thorough understanding of modern IT technologies and management approaches.

• Knowledge and experience in leading in an operational environment.

• Knowledge of cyber security and cyber incident response 

• Desirable a certification in Service Operations.

Skills Required

• Strategic thinking and strategy development, especially in the area of IT services.

• Exceptional leadership skills, including in operational crisis situations, with the ability to develop and communicate an operational service management vision that inspires and motivates staff and aligns with the IT and business strategy

• An inspirational people leader, able to motivate own teams, colleagues and suppliers alike. Ability to develop staff including coaching, mentoring and performance management

• Effective influencing and negotiation skills in an environment where resources required for success may not be in direct control of this role

• Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units

• Excellent stakeholder management skills, informed by political and business awareness.

• Excellent customer experience skills, informed by customer needs, changes and trends 

• Ability to build consensus, making decisions based on many variables, and gain support for major initiatives.  

• Strong sense of self, ethics, and effort, as well as the willingness to go the extra mile to achieve important goals.

• Excellent influencing, relationship and conflict resolution skills.

• Strong third-party management skills, working closely with sourcing and vendor managers.

• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the I&O workforce.