Job Description

Details

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Reference number

416628

Salary

38,351 - 40,304
Plus location allowance 1750
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

Higher Executive Officer
TPB4

Contract type

Permanent

Business area

FCDO Services - Technology and Operations

Type of role

Other

Working pattern

Full-time

Number of jobs available

1

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Hanslope, South East England, MK19 7BH

About the job

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Job summary

At FCDO Services we protect the UK's interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Job description

Our Digital and Data technology team are at the forefront of digital innovation. They provide best-in-class solutions for our clients, helping to shape and support a data driven future for the UK government. Whether it's creating bespoke, secure software, offering programme and application support or moving an entire embassy's servers to a Cloud platform, no matter the task, they're on hand to provide support. Now, you've got the opportunity to join them.

Providing innovation to government partners

Delivering best-in-class solutions

Working at the cutting-edge of technology

It all matters

Help keep our global organisation's IT system secure and trouble free

An organisation as complex and interconnected as FCDO Services has an equally complex IT system, and when you join us in this important role you'll focus on identifying, managing and resolving the root causes of any IT-related incidents that occur, and work to prevent their recurrence. Picking up feeds from numerous sources, such as the Service Desk, Technical Resolver teams and Event Management, you'll work closely with our technical teams as you solve the issues and problems that arise. And of course you'll question and probe the technical activities employed, and use all your knowledge and expertise as you provide creative alternative avenues.


Taking full ownership of the problem management process, and overseeing the entire lifecycle from detection and prioritisation through to investigation, resolution and closure, you'll ensure that the root causes of problems are identified and documented. Maintaining the Known Error Database will be another key task, as will communicating errors and workarounds to support teams and users. We'll also expect you to produce regular problem management reports, track KPIs such as problem resolution time and recurrence rate, identify trends or systemic issues, and recommend and implement service improvement initiatives.

Use all your specialist IT skills as you help

defend the UK's security interests

To be a success in this role you should have gained Level 3 or Level 4 qualifications, preferably in Computer Science, Computer Systems, Digital Data Communication or relevant STEM subjects, or possess equivalent practical job experience. You should have an ITIL Foundation level certification, and in addition to a record of delivering results and meeting targets, we'll look for well developed knowledge of Service Management Tooling and good data analysis skills. You should also have a proven IT background working in a technical service management environment, and be a confident user of MS Office 365.


With superb written and verbal communication and exemplary customer facing skills, you'll be an analytical thinker with excellent problem solving, decision making and influencing abilities. Committed to driving Continual Service Improvement and Risk plans, any experience of working with ServiceNow ITSM tool would be desirable. Knowledge of ISO9001, ISO20000, ISO27001 and ITIL Practice Manager - Monitor, Support and Fulfil certification would also be a bonus. In addition, Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation or relevant experience would be an advantage, as would experience of working and negotiating at all levels in a large and complex IT estate.

Discover the support you need to grow your career further

But we're always looking to improve - just like you. That's why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you'll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, cafe, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.


Every single colleague must be security cleared before joining us. If you're successful in your application, we'll ask you to undergo our vetting process to achieve Developed Vetting (DV) clearance. You can find out more about vetting at fcdoservicescareers.co.uk/how-to-apply/


To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk


Closing date: 27/07/2025

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you're welcome and valued. It's what makes us a Disability Confident employer. And why we're recognised as a 'Carer Confident' workplace. And it's how you know you're joining an inspiring, inclusive organisation.

Person specification

We are looking for people with:

Level 3 qualifications (A level/AS level/T Level) or Level 4 (HNC) Preferably in a Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience. ITIL Foundation level Certification. Record of delivering results and meeting targets. IT technical understanding Knowledge of Service Management Tooling Proven IT background, working in a technical Service Management environment Excellent written and verbal communication with exemplary customer facing skills Excellent analytical, problem solving, decision making and influencing skills Excellent knowledge and use of MS Office 365 Data Analysis skills Drive Continual Service Improvement and Risk plans

Qualifications

Level 3 qualifications (A level/AS level/T Level) or Level 4 (HNC) Preferably in a Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience, if relevant experience, please provide detail in your application.




ITIL Foundation level Certification.

Behaviours

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


Managing a Quality Service Working Together Changing and Improving

Technical skills

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


ITIL Foundation level Certification. Record of delivering results and meeting targets. Knowledge of Service Management Tooling o Proven IT background, working in a technical Service Management environment Excellent analytical, problem solving, decision making and influencing skills

Benefits

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Alongside your salary of 38,351, FCDO Services contributes 11,110 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.Learning and development tailored to your role. Annual leave starting at 25 days. A culture encouraging inclusion and diversity. A Civil Service pension. Free shuttle bus available between central Milton Keynes and Hanslope Park 9 days per annum public and privilege days

Things you need to know

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Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.
To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific questions.


Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.


Your CV should include:

no personal identifying details career history with key responsibilities skills and experience achievements qualifications

Your personal statement should outline your interest in the role.


Candidates will only be sifted on answers provided to the job specific questions which are outlined in the application form.


Those that are successful will be invited to a MS Teams or Face to face interview.


At the interview you will be asked a blend of questions on technical skills and behaviours



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

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting .



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

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code 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 .
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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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Contact point for applicants

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Job contact :

Name : FCDO Services Recruitment Team Email : Fcdosevices.recruitment@fcdo.gov.uk
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Recruitment team

* Email : Fcdosevices.recruitment@fcdo.gov.uk