Service Delivery Manager - National Crime Agency - HEO

Location

Belfast, Birmingham, Bristol, Leicester, London, Normanton, Warrington

About The Job

Job summary

Information About The Command

Digital, Data & Technology (DDaT), supports NCA operational commands with how we exploit data and to ensure the NCA uses the best technology platforms with the right tools and applications to further enable the NCA to protect the public from serious and organised crime.

We are responsible for defining and delivering our data and technology strategy, policy and architecture, and building and sustaining resilient services which are critical to our mission success.

The pace of change within the digital and tech world means we need to be agile and innovative in how we respond to threats while exploiting the opportunities this presents.

Information About The Business Area

Enterprise Services provides and manages the enterprise IT capabilities that support the NCA and its partners in delivering operational outcomes across the Serious and Organised Crime (SOC) system. Operating 24 hours a day, 7 days a week, all year round, the team ensures services are reliable, resilient, and available when they are needed most.

Working in partnership with suppliers, Enterprise Services maintains a strong focus on delivering cost-effective, high-quality services that meet current organisational needs while supporting ongoing transformation. The team leads the introduction of new services into live operation, ensuring they are implemented smoothly and deliver tangible value across the estate.

Enterprise Services plays a critical role in managing and driving the supply chain, enabling the NCA to remain agile and responsive, while building and sustaining a future-ready technology environment.

Job Description

An opportunity has arisen to join Specialist Operational Services (SOS) as a Service Delivery Manager and Major Incident Practice Manager.

We support a number of operationally focused IT services on behalf of Enterprise Services, responding to incidents, escalations and service requests. The critical services are delivered and supported on a 24/7 basis. To deliver this, we continually look to develop and build a team of professional and experienced IT service support and management practitioners.

The post holder will be required to be part of an on-call 24/7 rota, which attracts an on-call allowance for each session you are on-call.

The successful candidate will be working in a fast-paced environment and will need to be flexible and responsive to changing priorities and be able to quickly grasp, assess and deal with complex issues.

Role Description

The successful candidate will be required to act as a Service Delivery Manager and Major Incident Practice Manager, applying the ITIL framework, responsible for ensuring the effective, consistent delivery of IT services that support business operations and a high-performing service desk, ensuring services are reliable, efficient and aligned to user needs.

The candidate will act as the primary point of accountability for service quality, coordinating internal teams and third-party suppliers to achieve agreed service levels, driving continual service improvement and embedding best practice across multiple services.

The role demands strong leadership, accountability and sound judgement, with a focus on delivering a reliable, efficient and customer-centred service in a complex operational environment.

Incident Management

Duties and Responsibilities

Responsible for restoring normal service operation as quickly as possible following an unplanned disruption or reduction in service.

Problem Management

Identify and manage the underlying causes of incidents to prevent recurrence and minimise the impact of future disruptions.

Knowledge Management

Creation, sharing and maintaining of information to support efficient service delivery and decision-making.

Request Management: Ensure that service requests are logged, categorised and fulfilled in line with agreed service levels.

Change Management

Support the change management function to ensure that changes to services are assessed, approved, implemented and reviewed in a controlled manner, minimising risk to live operations and service stability.

Service Reporting

Produce meaningful reporting on service performance to support decision-making, accountability and continual improvement.

Supplier Management

Ensure that third-party suppliers deliver services in line with agreed commitments, supporting overall service quality and performance.

On-call working

On-call working approximately one week in every seven. 24hr/day on-call availability required. This may be subject to change and the frequency will be directed by your line manager.

Person specification

IT Skills Ability to confidently work with M365 as well as learn other applications and programmes as required. Data Analysis Ability to extract and interpret data/information. Customer Service Understands who the customer is, what they want and need and effectively delivers against those requirements, exceeding expectations where possible. Organised Able to plan carefully, keep things tidy and work effectively.

Problem Solving Using logic and imagination to make sense of a situation and find an intelligent solution. Communication Conveys information clearly and effectively through written and verbal communication. Time Management Effectively manages time and workload and escalates issues - ensuring tasks are completed to agreed standards and timelines.

Team Work Works effectively with others to focus on and achieve joint outcomes, rather than individual goals. Relationship Management Develops and maintains positive relationships with internal and/or external stakeholders in order to achieve stakeholder needs and business objectives.

Knowledge Management Understands the service, records relevant information and makes available to colleagues to ensure effective and resilient delivery.

Essential Criteria

You must meet the essential criteria and evidence this within your application to be considered for the role.

Entry Requirements

• Experience of IT service management or 1st line support.

Any applications from candidates not meeting this eligibility criteria will not progress.

Desirable Criteria

Desirable criteria are only used for assessment in the event of a tie break.

• ITIL Foundation (v3, v4 or v5).
• Experience of using an IT service management tool.
• Critical thinking and problem solving, using knowledge, facts and data to effectively solve problems.
• Experience of authoring work instructions for 1st and/or 2nd line support.