IT Service Manager
c.£63,000 per annum
London / Bedford
Permanent
Hybrid Working
Join our team as an IT Service Manager and play a pivotal role in enhancing financial wellbeing across the UK. This position offers a unique opportunity to act as the central point of service management contact between the Money and Pensions Service (MaPS) employees and our third-party developer for the Pensions Dashboard Programme (PDP). You will be instrumental in monitoring and managing the service relationship, ensuring effective service delivery and continuous improvement. Additionally, you will play a key role in the smooth transition of the programme to BAU state within MaPS
Role Overview
The IT Service Manager will report directly to Senior IT Service Manager. In this role, you will be responsible for:
Act as the central point of contact between MaPS and the third-party provider’s service teams on PDP initially. Monitor supplier performance against SLAs and manage the service credit regime for both test and live services. Working closely with the Money Helper Team and other colleagues from MaPS to deliver an end to end support model covering citizens (b2c) and pensions industry (b2b) support Help identify the key requirements for a successful transition of the Service from programme to BAU (including entry and exit criteria for the warranty period during the transition) Identify and implement opportunities for service and business improvement. Own the ITIL change & release management processes to ensure changes & releases are managed effectively. Monitor and manage relationships between the supplier and data/dashboard providers. Ensure that Service Management processes (change, release, incident, problem, knowledge, etc.) are fit for purpose and drive efficient and effective service delivery. Oversee the production of management information and key performance indicators (KPIs) related to service. This is not meant to be an exhaustive list of duties. The need for flexibility, shared accountability and team working is required, and the role-holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed. *Please note: This role will require travel to both London and Bedford twice a week. Skills and Experience Required To excel in this role, you will need to demonstrate: ITIL service management qualification, ideally at expert or Managing Professional level. Demonstrable experience as an IT Service Manager with strong capabilities in incident, change, release, and knowledge management. An appreciation of the challenges throughout the financial technology lifecycle (desirable). Good understanding of issues within a large development programme and how the service should operate after transitioning to a BAU state Practical knowledge of technology development governance principles. Proven experience managing a third-party development provider and working with digital delivery teams. Ability to present complex technical information to both technical and non-technical audiences. Experience in service acceptance and leading the introduction of new services. About Us The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK. At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values: Caring We care about our colleagues and the people whose lives we are here to transform. Connecting We will transform lives through our ability to make positive connections. Transforming We are committed to transforming lives and making a positive societal impact. Our Inclusive Working Environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.” Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity. What We Offer Generous Annual Leave – 30 days plus Bank Holidays Pension scheme – contributions matched 2 to 1 (up to 10% of your salary) Interest-free loan for season tickets for buses and trains Cycle to work Scheme Subsidised eye tests & flu jabs Life assurance scheme Give as you earn scheme Employee assistance programme (EAP) PAM Assist and PAM Life scheme (Wellbeing) Enhanced family and sick pay Paid volunteering (2 days a year) Recognition Scheme Discounts portal to numerous retailers Flexible Working At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Career Development In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process. Reserve List If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required. Application Process The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website. Job Reference: MaPS00742 Close Date: 04 th
February 2025
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Act as the central point of contact between MaPS and the third-party provider’s service teams on PDP initially. Monitor supplier performance against SLAs and manage the service credit regime for both test and live services. Working closely with the Money Helper Team and other colleagues from MaPS to deliver an end to end support model covering citizens (b2c) and pensions industry (b2b) support Help identify the key requirements for a successful transition of the Service from programme to BAU (including entry and exit criteria for the warranty period during the transition) Identify and implement opportunities for service and business improvement. Own the ITIL change & release management processes to ensure changes & releases are managed effectively. Monitor and manage relationships between the supplier and data/dashboard providers. Ensure that Service Management processes (change, release, incident, problem, knowledge, etc.) are fit for purpose and drive efficient and effective service delivery. Oversee the production of management information and key performance indicators (KPIs) related to service. This is not meant to be an exhaustive list of duties. The need for flexibility, shared accountability and team working is required, and the role-holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed. *Please note: This role will require travel to both London and Bedford twice a week. Skills and Experience Required To excel in this role, you will need to demonstrate: ITIL service management qualification, ideally at expert or Managing Professional level. Demonstrable experience as an IT Service Manager with strong capabilities in incident, change, release, and knowledge management. An appreciation of the challenges throughout the financial technology lifecycle (desirable). Good understanding of issues within a large development programme and how the service should operate after transitioning to a BAU state Practical knowledge of technology development governance principles. Proven experience managing a third-party development provider and working with digital delivery teams. Ability to present complex technical information to both technical and non-technical audiences. Experience in service acceptance and leading the introduction of new services. About Us The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK. At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values: Caring We care about our colleagues and the people whose lives we are here to transform. Connecting We will transform lives through our ability to make positive connections. Transforming We are committed to transforming lives and making a positive societal impact. Our Inclusive Working Environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.” Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity. What We Offer Generous Annual Leave – 30 days plus Bank Holidays Pension scheme – contributions matched 2 to 1 (up to 10% of your salary) Interest-free loan for season tickets for buses and trains Cycle to work Scheme Subsidised eye tests & flu jabs Life assurance scheme Give as you earn scheme Employee assistance programme (EAP) PAM Assist and PAM Life scheme (Wellbeing) Enhanced family and sick pay Paid volunteering (2 days a year) Recognition Scheme Discounts portal to numerous retailers Flexible Working At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Career Development In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process. Reserve List If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required. Application Process The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website. Job Reference: MaPS00742 Close Date: 04 th
February 2025
#J-18808-Ljbffr
