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SDM Technical Process Owner

Disclosure & Barring Service
Job LocationLiverpool
EducationNot Mentioned
Salary£36,645 - £42,015 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

About UsWe operate on behalf of government delivering Disclosure functions in England, Wales, Jersey, Guernsey and the Isle of Man, and Barring functions for England, Wales and Northern Ireland.We operate in the complex world of safeguarding alongside our multi agency partners. Safeguarding means protecting people’s health, wellbeing and human rights, and enabling them to live free from harm, abuse and neglect.Job PurposeThe Senior Service Delivery Manager - Technical Process Owner is an exciting new role that works within the DBS Service Management OfficeThe Job Holder should be able to provide cover for all aspects of the operation of the key Availability, Capacity and ITSCM processes; enforce adherent of DBS Service Management processes and policy; understand, acknowledge and communicate the inter-dependencies between Service Management and Supplier Management; and they will also understand Business Relationship Management.The Role holder may be required to support or cover for other SDM roles within the Service Management Office.The Job Holder will:

  • Be responsible for all Technical processes and standards such as Demand, IT Service Asset & Configuration, Service Continuity, Availability and Capacity Management for DBS Service Management Office.
  • Be the primary escalation point for business users and 3rd Party Suppliers the Process Control services at a senior level.
  • Support and develop the introduction of the Service Management Technical Processes for ITSM, Capacity Management and Availability services.
  • Build relationships with suppliers, and ensure Technical services are delivered to DBS are timely, robust and provide value for money. The role will develop the processes and support the creation of the underpinning artefacts produced by the supply chain.
  • Be producing and acting upon supplier management information, including Availability and Capacity performance KPIs and reports to continually improve service quality.
  • Be monitoring the effectiveness of IT Service Continuity and making recommendations for improvement and scheduling with the DBS IT Service Suppliers.
  • Track and manage any improvements identified to deliver IT Service Continuity. This may include the tracking of change scheduling of IT Service Continuity Tests and any identified Actions. They will be expected to communicate plans and coordinate any supplier involvement as required.
  • Own develop and deliver the processes involved in operating Service Asset and Configuration Management (SACM), Availability, Demand and Capacity Management this will also include tools required.
  • Develop the Service Asset and Configuration management service and ensure it is delivered by the IT Suppliers in line with DBS requirements.
  • Develop the Demand, Capacity and Availability Services and ensure it is delivered by the IT Suppliers in line with DBS requirements.
  • Support and Coordinate with its service suppliers and wider Service Management Office team members, any issues that impact or may impact the Availability and Capacity of the DBS IT Services.
  • Share Technical Control Process practices with the wider service management team, to ensure knowledge is shared across the team.
    • The Job Holder will be required to work flexible shift patterns and provide cover for holidays and short events.Person SpecificationEssential Criteria
  • Previous experience of operating both Incident & Problem Management processes.
  • Previous experience of working closely with Supplier Incident & Problem teams understand and define their requirements from an Incident & Problem perspective.
  • Demonstrable experience in all areas of responsibility stated above, with focus on service restoration and reduction of incidents in busy multisource environment.
  • Service management frameworks such as ITIL
  • Common service management platforms such as Remedy and ServiceNow.
  • Understanding of IT and technology
    • Desirable Criteria
  • Strong background in IT with 3+ years’ experience, ideally from an e-Civil Service or Multi Sourced Supplier background
  • Understanding of Change & Release Management
  • Understanding of IT Service Continuity
  • IT control frameworks such as COBIT.
  • Use of Collaboration tools such as SharePoint, Teams and other similar technologies.
    • To apply for this opportunity, please follow the apply now’ link where further detail on the selection process is available.

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