JOB SUMMARY

The Integrated Corporate Services (ICS) is a new shared corporate service, launched in July 2023. It provides corporate services (HR, Finance, Digital, Commercial, Security and Estates) across the Department for Energy Security & Net Zero (DESNZ) and the Department for Science, Innovation & Technology (DSIT).
Our team of just over 300 professionals will be leading the way in how these functions will be delivered in the future. Our ambition is to be the leading provider of integrated corporate services for government and set the standard for quality, efficiency, and innovation in our field.
We offer great working benefits including a world-class pension, flexible working options and a career where your learning and development is taken seriously. We are enormously proud to be a Disability Confident Leader employer. We support candidates with adjustments throughout our recruitment process. Information about disability confidence and just some examples of the adjustments that you can request can be found in the reasonable adjustment section below.
The Civil Service is committed to attract, retain and invest in talent wherever it is
found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.
Find Out More
You can also follow our LinkedIn Careers Page: https://www.linkedin.com/showcase/desnz-careers/

JOB DESCRIPTION

Join ICS Digital, where innovation meets expertise to create digital solutions. We are a cohesive digital community who work in the open, solving problems together and fostering a culture of transparency and collaboration. Our commitment to user-focused design and data-driven decision-making ensures that we deliver accessible services tailored to the needs of our customers.
Are you ready to join a dedicated and friendly service management team where each day offers a fresh opportunity to fix, solve, improve and excel?
Our Service Management Team, part of ICS Digital’s Technology and Architecture team, is at the forefront of delivering performant, reliable, and responsive end-user compute services to over 18,000 users. Our customers include the Department for Energy Security and Net Zero, the Department for Science, Innovation and Technology, the Department for Business and Trade, and their associated Arm’s Length Bodies, spread across the United Kingdom.
This role is based in London, where most of our technical teams are located. Initially, you will jointly lead Incident Management within our IT Service Management team, consisting of 9 members. Our team is collaborative, supportive, and provides cover for each other, offering ample opportunities to gain experience across various Service Management disciplines and advance your career.
Visit our blog to learn more about us and our work: https://icsdigital.blog.gov.uk/

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)
• 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

KEY RESPONSIBILITIES

1. Lead and co-ordinate the restoration of services during high priority IT incidents including communications, technical investigation, root cause analysis, resolution, major incident reviews, and corrective actions from lessons learned.
2. Continuously monitor incident workflows, remediate and improve the reliability, speed, consistency and effectiveness of all incident management activities.
3. Work closely with reports, data, technical resolver teams and 3rd party suppliers to identify patterns, trends and improvement opportunities, whilst also ensuring that incident management processes and instructions are maintained, improved and adhered to.
4. Lead on incident management data reporting and analysis in response to ad-hoc requests and monitoring the quality and speed of service.
5. Chair service review meetings with key suppliers and customers to monitor and improve performance against contractual and service level obligations and adding value to our customers.
6. Collaborate with the problem and knowledge manager and continuous improvement leads to identify and progress improvement initiatives.
   The above responsibilities are not exhaustive, and the post holders may be required to undertake some additional tasks not listed above, within the remit of their grade, to support the team.