Defence Business Services (DBS) - DIT IT Problem Manager - #1710837

Bristol, Abbey Wood north BS34 8JH,

Tomlinson House – Blackpool FY5 3WP.

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.

DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2027.

Come and join the DBS community today!

https://youtu.be/gUw0ToaRGgk

Job Description

DBS DIT provides digital capability that supports corporate services across the Ministry of Defence, including Finance, Commercial, Payroll and Human Resources for Military Personnel, Civilian Personnel and Veterans.

The role of Problem Manager is to provide the capability within DBS DIT, by identifying the root cause of incidents caused by errors within the DBS IT infrastructure. The core purpose of the role will be to work with technical teams to develop solutions to prevent recurrence of these incidents. The Problem Manager Lead will work within the IT Service Management Team, working closely with Incident Managers to detect, monitor and resolve persisting IT incidents impacting service delivery. The Problem Manager will understand the broader IT landscape, pulling together knowledge and skills from within MoD and industry partners to develop actions plans to resolve incidents. The purpose will be to pull from multiple data sources to review management information, making observations and decisions to support preventative action and avoid repeated risk to the IT infrastructure.

Responsibilities:

• Follow the single incident management process to manage the lifecycle of all problems.
• Co-ordinate the DBS response to IT problems by bringing together all of the relevant people, tools, data to develop recovery plans.
• Problem resolution involving internal technical support teams, vendors, suppliers, customers and manage any progress blockers 
• Escalate problems to the relevant stakeholders where a pattern of incidents has occurred, a root cause cannot be identified, or a high severity incident occurred.
• Coordinate with suppliers, contractors, 3rd parties to ensure timely problem resolution of outsourced functions.
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
• Making temporary solutions (workarounds) available to incident management, where longer term changes to IT infrastructure is required.
• Make use of all available information sources, to identify emerging trends to support prompt diagnosis and resolution.
• Produce detailed, accurate reports on service performance and communicate these to key stakeholders in a consistent and timely manner
• Execute root-cause analyses for all ITMS incidents to support the diagnosis of ITMS problems and determine the fix to prevent the recurrence of incidents
• Review all available Management Information to analyze historical data to identify and eliminate potential incidents before they occur. Format, structure data for sharing with technical teams for internal reviews and service improvements.
• Conduct Post Resolution Review of problems, through life management of problems through to closure.
• Stakeholder management, communication with all stakeholder groups including expert resolver groups, customers, senior mgmt to ensure effective comms throughout the duration of a live incident.
• Have awareness of future project delivery across DBS and the impact new services will have on live service delivery – using learned experiences to help implement the recurrence of known problems and to ensure historic issues have been addressed.
• Act as the second line of support for users of services supplied by ITMS
• Receive enquiries / notifications from first line support as and when they arrive and track all service desk issues and requests in the relevant reporting systems.
• Support Ihub activities occasionally, as and when deemed necessary, by your line manager.
• Regular attendance at DBS locations to maintain positive working relationships with colleagues, customers, suppliers. This will involve occasional travel to other DBS/MoD locations to attend meetings/workshops. 
• Line Management responsibilities
  
  

DBS DIT provides digital capability that supports corporate services across the Ministry of Defence, including Finance, Commercial, Payroll and Human Resources for Military Personnel, Civilian Personnel and Veterans.

The role of Problem Manager is to provide the capability within DBS DIT, by identifying the root cause of incidents caused by errors within the DBS IT infrastructure. The core purpose of the role will be to work with technical teams to develop solutions to prevent recurrence of these incidents. The Problem Manager Lead will work within the IT Service Management Team, working closely with Incident Managers to detect, monitor and resolve persisting IT incidents impacting service delivery. The Problem Manager will understand the broader IT landscape, pulling together knowledge and skills from within MoD and industry partners to develop actions plans to resolve incidents. The purpose will be to pull from multiple data sources to review management information, making observations and decisions to support preventative action and avoid repeated risk to the IT infrastructure.

Responsibilities:

• Follow the single incident management process to manage the lifecycle of all problems.
• Co-ordinate the DBS response to IT problems by bringing together all of the relevant people, tools, data to develop recovery plans.
• Problem resolution involving internal technical support teams, vendors, suppliers, customers and manage any progress blockers 
• Escalate problems to the relevant stakeholders where a pattern of incidents has occurred, a root cause cannot be identified, or a high severity incident occurred.
• Coordinate with suppliers, contractors, 3rd parties to ensure timely problem resolution of outsourced functions.
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
• Making temporary solutions (workarounds) available to incident management, where longer term changes to IT infrastructure is required.
• Make use of all available information sources, to identify emerging trends to support prompt diagnosis and resolution.
• Produce detailed, accurate reports on service performance and communicate these to key stakeholders in a consistent and timely manner
• Execute root-cause analyses for all ITMS incidents to support the diagnosis of ITMS problems and determine the fix to prevent the recurrence of incidents
• Review all available Management Information to analyze historical data to identify and eliminate potential incidents before they occur. Format, structure data for sharing with technical teams for internal reviews and service improvements.
• Conduct Post Resolution Review of problems, through life management of problems through to closure.
• Stakeholder management, communication with all stakeholder groups including expert resolver groups, customers, senior mgmt to ensure effective comms throughout the duration of a live incident.
• Have awareness of future project delivery across DBS and the impact new services will have on live service delivery – using learned experiences to help implement the recurrence of known problems and to ensure historic issues have been addressed.
• Act as the second line of support for users of services supplied by ITMS
• Receive enquiries / notifications from first line support as and when they arrive and track all service desk issues and requests in the relevant reporting systems.
• Support Ihub activities occasionally, as and when deemed necessary, by your line manager.
• Regular attendance at DBS locations to maintain positive working relationships with colleagues, customers, suppliers. This will involve occasional travel to other DBS/MoD locations to attend meetings/workshops. 
• Line Management responsibilities
  
  

Person specification

Essential Criteria:

• Experience in IT service management or similar Digital, Data & Technology profession
• Excellent communication skills – both written and oral
• Comfortable working in a varied, fast-paced environment with ability to prioritise tasks
• Whilst this is not a technical role it does require an understanding of Information Technology including IT infrastructure and IT roles
• Good level of use of Microsoft Office products
• Excellent Stakeholder Management
• Experience of Problem Management
  
  

Desirable Criteria:

• ITIL qualification
• Knowledge of DBS systems
• Knowledge of Service Request Management and Service Desk processes, procedures and policies
• Good understanding of Service Development, Management and Operation tools
  
  

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Making Effective Decisions
• Delivering at Pace
• Managing a Quality Service
  
  

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing
• Making Effective Decisions
  
  

Alongside your salary of £36,530, Ministry of Defence contributes £10,582 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 addition to 8 public holidays per year, you will also receive leave for the King's birthday
• Hybrid working, where role permits
• An opportunity to be considered for Reward & Recognition
• 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 employer contribution of 28.97%
  
  

Allowances

This post does not offer relocation expenses.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Employment Hours

This position is advertised at 37 hours per week.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Your suitability for the role will be assessed using the Success Profile elements that have been chosen for this campaign. Each element will be scored accordingly, and the successful candidate will be appointed on merit.

Please ensure that at the application and interview stages of the campaign you review the Success Profiles Framework to assist you in the demonstration of your skills and experience.

Applications Will Be Sifted On All Success Profile Elements, But In The Event Of a High Number Of Applications, An Initial Sift Will Be Conducted On The Following Success Profile Elements:

Primary: Career - Personal Statement

Secondary: Behaviour - Communicating and Influencing

At application stage you will be assessed against the following:

Behaviours:

• Communicating and Influencing
• Making Effective Decisions
  
  

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.

Experience:

• Candidates will be required to provide CV details to include job history.
  
  

Please provide information of how you meet the criteria set out in the job description, especially the essential criteria. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlined in the job advert.

Behaviours:

At interview you will be assessed against the following:

• Communicating and Influencing
• Making Effective Decisions
• Delivering at Pace
• Managing a Quality Service
  
  

In The Rare Case Where Individuals Have Exact Matching Scores, The Order Of Merit Will Be Determined Based On The Behaviour Scores At Interview In The Following Order:

• Behaviour - Communicating and Influencing
• Behaviour - Making Effective Decisions
• Behaviour - Delivering at Pace
• Behaviour - Managing a Quality Service
  
  

If Candidate Scores Are Still Exact, The Merit Order Will Then Be Determined On The Sift Score In The Following Order:

• Career - Personal Statement
• Behaviour - Communicating and Influencing
• Career - Previous Skills
• Behaviour - Making Effective Decisions
• Career - Qualification Details
• Career - Job History
  
  

We want to offer opportunities to all who are successful at interview for our roles, but this isn’t always possible, so we do hold candidates on an active reserve list for 12 months.

Application sifting to take place early to mid June

Interviews are currently taking place via the following method: MS Teams

Interviews will be conducted late June

A minimum of 2 full working days’ notice will be provided for interviews.

We endeavour to stick to these dates, but these are subject to change around business needs.

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: [email protected]

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.

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.

To assist with your application please find attached -

DBS Candidate Information Guide - Working for Defence Business Services - GOV.UK (www.gov.uk)

(26) UK Ministry of Defence: Life , LinkedIn

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Sarah Nunn
• Email : [email protected]
  
  

Recruitment team

• Email : [email protected]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact [email protected] in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/