Contract type – Full Time, Permanent, Secondment
Location – Birmingham
Band – Band C
Salary – £44,132 – £52,652
Information about the Role
Counter Terrorism Policing (CTP) is crucial to our national security. In this new role, you’ll be no less important. Overseeing the critical CSC Service Desk function, you’ll manage and configure all national Service Desk and service management functions. It’s a 24/7 department and first point of contact for 12,000 users, ranging from Counter Terrorism Policing Officers and Staff to UKIC partners and other agencies. Your efforts will make sure the Service Desk runs as efficiently and effectively as possible.
This role is aligned to the Service Desk Manager role set out within the Digital and Data Profession Capability Framework (DDAT).
Leading and managing this vital area, you’ll ensure its health, integrity and availability. By providing your vision in recruiting and managing the team, you’ll ensure that resourcing can fulfil around 7,000 service contacts per month.
You’ll also handle third party relationships between supplier or partner Service Desks, both internal and external. You will draft and agree the agreements that underpin Service Desk contract, and measure engagement around pre-defined metrics so that the department continues to improve.
Not least, you’ll take responsibility for the overall management of service reporting – mining, refining and presenting data as required – so that performance and value for money are demonstrated.
Together with an ITIL certification in IT Service Management, you’ll bring us significant professional service management experience covering business critical services. Additionally, you’ll be adept at engagement across the ITIL lifecycle, and in providing leadership around service matters at managerial level. Of course, you will have a background in operating with Service Desk teams on different routes and SLAs, and a record of managing both Service Desk SLAs and delivery.
Responsibilities
As a Service Desk Manager, you will:
- Responsible for the maintenance, availability and overall health and integrity of all national Service Desks within the CTP portfolio. This includes recruitment, retention and management of staff, provision of vision, motivation and leadership in line with strategic aims and resourcing and rota management sufficient to fulfil around 7,000 service contacts per month within SLA. This is to ensure that the Service Desk teams are operating effectively, without which customers would not be able to receive a service.
- Responsible for third party relationships which pertain to service desks. This includes setting up and operating of all new and existing service relationships between desks, internal and external. Drafting and agreeing SLAs, OLAs, MoUs and underpinning contracts which contain service desk processes. Measuring and pro-active engagement around pre-defined metrics will ensure value for money and continual improvement in service.
- Responsible for management of all departmental service reporting. This includes agreeing agendas, contents, audiences, frequencies and contents for any national reports, mining, refining and presenting data as required and scheduling and annotating reports on regular basis to stakeholders. This will ensure transparency and evidence performance levels.
- Responsible for recoverability and business continuity measures for a national support function. This involves regular testing of disaster recovery mechanisms, setting up appropriate technologies, pro-actively monitoring any potential causes of service outage, acting as leadership and providing multi-agency triage in the event of any outages or disasters, business continuity measures within own team and ability to communicate at all levels during a disaster whilst organising remedial efforts as prioritised by operational demand and the national SLA. This will ensure that the teams can prevail and provide their key service in a time of crisis.
- Resource management and reconciliation between national BAU and Pipeline services. This involves making best use of human and technical resources to maintain the national BAU SLA whilst providing cost effective resources to meet project milestones transitioning new services into support. This is essential to minimise conflicts, confusion and de-duplication of effort. Thus ensuring a harmonised and effective output from the team and partners.
- Departmental leadership, direction and conflict resolution. With multiple teams, some at CSC, some at CTOC, some contract, some permanent, some supplier, some partner based etc, this role requires the ability to unify all contributing teams and resources behind a single vision, motivate disparate functions to collaborate together (often with no formal underpinning OLA/MOU or SLA in place) and to manage behaviours and relationships at all levels to avoid conflicts or issues occurring between national functions and teams working under often extreme operational pressure. This is essential to minimise conflicts, confusion and de-duplication of effort. Thus ensuring a harmonised and effective output from the team and partners.
How to Apply
Apply to the role by clicking the button below. Further information about the role is also available via this link.
For a Secondment opportunity from another Police Force please email recruitment.nctphq@met.police.uk for a Candidate information pack.