JOB SUMMARY

Would you like to use your IT knowledge, skills or technical qualifications to make a difference and help our customers deliver Defence operations, military capability and support?
Would you like to further, or gain your Site Coordinating Installation Design Authority (SCIDA) qualifications, through fully supported training and development?
Defence Digital ensures our Armed Forces remain among the most technologically advanced in the world. We do this by putting innovative and effective technology into the hands of over 200,000 users, from the boardroom to the front line.
We lead on cutting-edge data science, automation, and cyber-security at scale. Our mission goes beyond the battlefield by leading humanitarian efforts and driving digital innovation that impacts lives across the globe.

Defence Digital forms part of Strategic Command which manages the MOD’s joint capabilities for the Army, RAF, and Royal Navy.

• Watch to find out more about what we do.

Passionate about using your skills to make a critical difference? Your next career move could be here.
The tour length is 3-years.
This position is advertised at 37 hours per week.

JOB DESCRIPTION

The Customer Services North America team sits within the MOD’s Defence Digital (DD) organisation and performs a key role providing first line customer engagement, proactively building relationships and enhancing access to Defence Digital services.
Working alongside DD colleagues, you’ll ensure that providers, internal and external, deliver the contracted or agreed service levels, whilst providing Information and Communication Technology (ICT) support across the portfolio of DD delivered services at Defence sites in North America.
You’ll become responsible for ensuring installation design compliance in line with legislation, policy and departmental guidance which protects MOD staff safety, as well as data in operational and business environments, from inadvertent emanation, possible interception and loss of service.
This role will require frequent travel to our sites dispersed throughout North America, often at short notice, including overnight stays away from home, in support of incidents, equipment programmes and customer change.

QUALIFICATIONS

BTEC or HNC/HND in electrical/electronic engineering or related subject.
Evidence of qualification will be required at interview.
All qualifications/licences declared must be held at point of application and if applicable be in date. Equivalent Qualifications will not be accepted.

EXPERIENCE

• You will be asked questions regarding your relevant technical experience for the role.
  The Digital, Data and Technology Profession Capability Framework used in this vacancy can be found at: Business relationship manager - Government Digital and Data Profession Capability Framework
  When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.
  Short listed candidates will be invited to interview by video call, at a time to be confirmed. Note, due to time differences, offered times will be in the afternoon.
  As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points-based system, where a role has been deemed to be business critical.
  The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.
  MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights.
  Feedback will only be provided if you attend an interview or assessment.

NATIONALITY REQUIREMENTS

Open to UK nationals only.

RESPONSIBILITIES

• Providing ‘first line’ customer support, advice and engagement across the portfolio of DD delivered services and managing the resolution of customer issues.
• Establish and maintain long term relationships with key internal and external stakeholders and reviewing the performance of DD services with customers to help identify and implement continuous improvement.
• Responsible for ensuring installation design compliance in line with legislation, policy and departmental guidance.
• Support the DD SCIDA objective in delivering a coordinated and coherent SCIDA service at the Defence Enterprise level. Maintaining an audit programme of installed equipment to ensure continued compliance.
• Providing direction and guidance to projects ensuring that MOD is receiving value for money, whilst adhering to regulations.
• Act as task manager for “single tower” (simple) projects and assist project and technical professionals in the delivery of Non-Standard Service Requests.
• Be prepared to provide out of hours & unsociable hours support, including the duty phone roster (with 3 others) for dealing with out of hours incidents.
  If you need to contact Defence Business Services (DBS) regarding this vacancy, please indicate that your vacancy is being handled by Resourcing Team 1. If you experience any technical difficulties with the CS Jobs system, please contact the Support Team at candidate@support.oleeo.com