Defence Business Services - DBS DIT Cognos Live Services Manager

at  Ministry of Defence

JOB SUMMARY

Are you a dedicated person who is passionate about making a difference?
Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision - To support UK defence customers with outstanding service every time.
• Our Mission – Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.
We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 28.97%. Where your role permits, we support a blended working approach alternatively known as hybrid working.
Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.
Come and join the DBS community today!

JOB DESCRIPTION

Management of the Cognos Analytics Reporting Solution, Management Accounting models - Planning Budgeting and Forecasting (PB&F), and Corporate Service Management Information (CSMI) systems
Job Responsibilities
As the DBS DIT Cognos Live Services Manager you will be responsible for support services to both system users and service delivery functions in the management of live service incidents for Cognos Analytics, Planning Budgeting & Forecasting (PB&F) and Corporate Services MI (CSMI).

System Administration

• Enusring system availability within the timescales set out in the agreed Service Level Agreements (SLAs)
• Completing working day activities to meet the Business Finance Timetable
• Managing the investigation of system issues, communicating with Functions / key stakeholders when SLAs are breached, and escalating where necessary to DBS senior management team.

Incident management

• Managing Incidents and Service Requests, ensuring all are resolved within the agreed Service Level Agreements (SLAs), escalating where necessary to the DBS senior management team
• Utilising the DBS DIT Incident Management and Configuration Management Tools (Remedy & GITLAB)

Stakeholder management

• Building and maintain working relationships with Function Leads / Key Stakeholders
• Providing root cause analysis of system issues and live incidents, providing monthly performance statistics and explanations where SLAs have been breached.

Resourcing

• Managing a team of live services incident administrators (HEO x2, EO x2), setting direction, and escalating issues to senior management
• You will actively share knowledge and be seen as a go-to person in the field.

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• SFIA: Customer Service Support (CSMG)

Benefits

Alongside your salary of £44,590, Ministry of Defence contributes £12,917 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In additional to 8 public holidays per year, you will also receive leave for HM The Sovereign’s birthday
• Hybrid working where role permits
• An opportunity to be considered for Reward and Recognition - £250-£5000 per year
• Family-friendly policies including - parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
• Special paid leave to volunteer up to 6 days per year
• A Civil Service pension with an average employer contribution of 28.97%

EXPERIENCE:

• CV
• Personal Statement Please provide information of how you meet the criteria set out in the job description. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlines in the job advert.

TECHNICAL SKILLS FRAMEWORK GUIDE -

Feedback will only be provided if you attend an interview or assessment.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

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