Job Description

Details

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Reference number

435315
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Salary

42,900 - 47,500
London: 44,700-47,500


Non-London: 42,900-45,600
A Civil Service Pension with an employer contribution of 28.97%
GBP
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Job grade

Senior Executive Officer
NS&I Grade 4###

Contract type

Permanent###

Business area

NS&I - Enterprise Service Management###

Type of role

Information Technology###

Working pattern

Full-time###

Number of jobs available

2

Contents

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

Location

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Durham, North East England, DH1 1SL : Lytham St Anne's, North West England, FY8 4TS : Glasgow, Scotland, G2 8JX : Southwark, London (region), SE1 9HA

About the job

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Job summary

Primary responsibility for supporting the Head of Service Operations in delivery of contracted requirements in relation to operational and IT Services problem management, negotiating solutions with Service Providers as appropriate and developing and implementing improvement initiatives.


Working with Service Providers, you will primarily manage the Problem Management Process and co-ordinate actions and requirements to a speedy resolution with minimum disruption to the business, client (as applicable) and customers. There is an expectation that you will work with your colleagues on other processes, like knowledge and incident management for example, when needed.


Provide assurance to the Head of Service Operations that problems are identified, communicated to NS&I by the Service Providers and assessed in line with NS&I requirements and agreed SLA/KPIs. Ensure that changes to the scope of problem management are known (including the identification of risks and entity implications).


NS&I is currently going through a business transformation programme and during this time you will also work to assist in the implementation and transition of problem management and service operations capability (SIAM) to allow NS&I to deliver its future operating model. You will work with the Head of Service Operations and the transformation programme to provide SME input to the implementation of standards, performance indicators and processes for problem management and service operations. Additionally, you will be actively engaging with supplier programme delivery and transition activities where appropriate and assist with the realisation of the SIAM function.

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Job description

Ensure Service Providers provide all management information in relation to the Operational Processes as required under the contract. Where information provided does not meet NS&I requirements take responsibility for the resolution/escalation of such matters.


Ensure that NS&I receives accurate and timely information relating to operational change as a result of root cause analysis, and contribute accordingly to the documented FOM (Future Operating Model) and entity model, advising the Head of Service Operations accordingly.

To work with NS&I stakeholders, External/Internal Audit and Service Providers in relation to specific audit actions in regards to Problem Management, as well as other ITSM processes.

Assist the Head of Service Operations in co-ordinating responses and implementation of NS&I actions. Review implementation of recommendations and escalate and/or manage resolutions accordingly.

Primary interface for the day to day liaison with Service Providers in regards to agreement of problem classification, stakeholder notification, monitoring and closure of problems.

Liaison and co-ordination of NS&I led activities, ensuring key stakeholders are informed/involved (in problem meetings as appropriate), NS&I actions are followed to conclusion and that any stakeholder requirements are followed through with Service Providers.

Responsible for the reporting, MI and maintaining of NS&I's view of the current problem environment. Working with Suppliers on trending and raising pro-active problem records where necessary.

Assist in the management of Major Incidents, Key Incidents (KIMTS) and lead such meetings where the Head of Service Operations is unavailable.

Escalation of issues and actions arising from operational and IT problems or general problem management issues.

Ensure Service Providers follow through on problem audit recommendations.

Take an overarching view of all problems to ensure systemic issues are identified including links to past operational incidents/events.

Ensure that the right actions are taken to investigate, resolve and anticipate problems, when needed co-ordinate Suppliers to investigate problems, implement solutions and take preventive measures.

Work with colleagues in Supplier Management and Service Change to ensure problem fixes are driven through.

Lead Problem Management Working Groups with suppliers reviewing performance and identifying future proactive Problem records from trends.
Ensure processes are adhered to and changes discussed and agreed with the Head of Service Operations.

N.B

The above-mentioned duties are not inclusive or exhaustive. The post holder may be called upon to carry out such other appropriate duties as may be required within the grading level of the post and the competence of the post holder.

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Person specification

Significant experience of working in a high volume, complex operational environment.


Experience of working within an out-sourced third party environment and working with a complex set of management information and data.

Operational background with evidence of working with digital customer operations, back office/support functions and operational IT.

Experience of identifying and solving complex issues and problems

Experience of analysing complex information and MI in order to make decisions and drive the correct actions across the business.

Experience of building strong relationships with internal stakeholders and third party suppliers/partners.

An understanding of operational digital and non-digital channels and the possible outcomes/issues on the desired resolution of problems and incidents.

Experience of working in a service delivery environment which is Performance Indicator driven.
Experience of using Problem Management Software/Tooling - e.g. ServiceNow.

Desirable qualifications

o ITIL V3 and above - whilst a formal qualification is not necessary it is desirable that the individual has experience of working within an organisation under that framework or similar.

Essential skills

Ability to lead and work as part of a team and to engage effectively with suppliers and customers


Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally

Excellent analytical and problem-solving skills
Strong sense of ownership and drive to follow tasks through to completion

Essential technical knowledge

o Knowledge of Service Management processes - e.g. Incident, Problem and Knowledge management.

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Behaviours

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


Communicating and Influencing Making Effective Decisions Managing a Quality Service Seeing the Big Picture Working Together

Benefits

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Alongside your salary of 42,900, National Savings and Investments contributes 12,428 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over 240 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.


A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.


Some benefits of working at NS&I include:




Learning and development tailored to your role


An environment with flexible hybrid working options

9 day fortnight scheme

A culture encouraging inclusion and diversity

A Civil Service pension with an average employer contribution of 28.97%

Generous annual leave - starting at 25 days, increasing to 30 days

Performance related variable pay bonus
Enhanced maternity, paternity, adoption and shared parental leave

Things you need to know

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Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours.
To apply, please click the link on this advert and follow the steps to complete the application form.


In your application you will be asked to provide the following;

An outline of your career history and qualifications with your key responsibilities and achievements. A 500 word personal statement on the key essential experience

Use of Artificial Intelligence (AI) - Please Note:

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.


We will assess applications on your CV and personal statement.


In the event we receive a large number of applicants, applications will be sifted first on the Personal Statement. Only those that meet the minimum acceptable score for this criteria will qualify for the full sift and be considered for interview.


If shortlisted, you will be invited to attend a 1 hour panel interview via videocall.


As part of this interview you will be asked to make a 10 minute presentation aimed at demonstrating your experience and skills in relation to the essential skills and experience required for the role.

Interviews will take place w/c 24th November

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

Security

Successful candidates must undergo a criminal record check.
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) 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
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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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This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
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

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Job contact :

Name : jobs@nsandi.com Email : jobs@nsandi.com
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Recruitment team

Email : jobs@nsandi.com ###

Further information

If you have a complaint concerning this recruitment campaign, please send your complaint to jobs@nsandi.com