UK Health Security Agency
IT Service Delivery Manager
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Hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.
Job Summary
An IT Service Delivery Manager within the UK Health Security Agency (UKHSA) is responsible for supporting the management of live digital and technology services, ensuring they remain stable, resilient, well governed and continuously improved.
We are seeking two IT Service Delivery Managers who will operate across multiple platforms, suppliers and stakeholders, working closely with the G7 IT Service Delivery Lead to balance operational risk with user needs and delivery priorities.
These are key roles in ensuring services support UKHSA’s mission to protect public health.
Job Description
- Support service performance against SLAs, OLAs and operational KPIs, escalating risks and issues appropriately to the relevant leads.
- Coordinate and govern technical change, ensuring appropriate assurance, compliance and communication.
- Contribute to major incident management and service recovery.
- Identify, monitor and escalate operational risks to ensure services remain stable and secure.
- Liaise with IT service functions, delivery teams and suppliers to ensure services are maintained effectively.
- Support continuous service improvement initiatives across live services.
- Maintain an understanding of service architectures, dependencies and associated risks.
- Manage day-to-day management of live services, including incident, problem and risk management.
- Support the planning and scheduling of testing and deployment of releases.
- Contribute to the delivery of new functionality while maintaining the integrity of existing services.
- Ensure service asset and configuration items are controlled, with accurate and reliable information available.
The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.
Person specification
Essential Criteria
- Experience supporting IT service management in a live operational environment
- Knowledge of ITIL practices, including incident, problem and change management
- Strong organisational and stakeholder management skills
- Ability to work collaboratively across teams and suppliers
- Experience of identifying and managing service risks and issues
- ITIL certification
Desirable Criteria
- Familiarity with supplier management and multi-vendor environments
- A proactive approach to continuous improvement
Alongside your salary of £41,983, UK Health Security Agency contributes £12,162 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
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Please visit our careers site for more information: UKHSA Hub, Civil Service Careers
Artificial intelligence
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 (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles Success Profiles - GOV.UK and will assess your Behaviours and Experience.
Stage 1: Application & Sift
Required
At sift stage you will be assessed against the 6 Essential Criteria listed in this job advert. You will be required to complete:
- An Application form (‘Employer/Activity history’ section on the application)
- A 1000 word Supporting Statement - do not exceed 1000 words as we will not consider any words over and above this number
This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the 6 Essential Criteria listed in this advert.
You will receive a joint score for your application form and statement. The application form is the kind of information you would put into your CV – please note you will not be able to upload your CV. Please complete the application form in as much detail as possible. Please do not email us your CV.
Longlisting
In the event of a large number of applications, we may longlist into 3 piles of:
- Meets all Essential Criteria
- Meets some Essential Criteria
- Meets no Essential Criteria
Only those that 'Meets all Essential Criteria' will progress to Shortlisting.
Shortlisting
In the event of a large number of applications, we may conduct an initial sift on the following Essential Criteria:
- Experience supporting IT service management in a live operational environment
Desirable criteria may be used in the event of a large number of applications/successful candidates.
If you are successful at this stage, you will progress to interview and assessment.
Feedback will not be provided at this stage.
Stage 2: Interview
You will be invited to a single face-to-face interview. Interview location and date(s) to be confirmed.
Behaviours and Experience will be tested at interview.
The Behaviours Being Tested At Interview Stage Will Be
- Managing a Quality Service - Lead Behaviour
- Delivering at Pace
- Making Effective Decisions
- Working Together
You Will Be Asked To Prepare a 10-minute Presentation Explaining How You Would Work With Stakeholders, Suppliers, And Technical Teams To Improve Service Performance And Restore User Confidence Based On The Following Scenario
A critical IT service is experiencing frequent outages resulting in user complaints and reduced confidence in service.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Qualifications And Registrations
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For roles where specific qualifications or registrations are required, successful applicants will be asked to provide appropriate evidence. Employment cannot commence until satisfactory documentation has been received and verified.
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).
Salary Information
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Per annum, pro-rata
Please be aware that the salary is based on the office location.
If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.
Location
This role is being offered as hybrid working based at any of our core HQs in Birmingham, Leeds, Liverpool, London Canary Wharf.
We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London).
Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).
Security Clearance Level Requirement
Successful candidates must pass a basic disclosure and barring security check.
Future location
UKHSA is investing in a new state-of-the-art National Biosecurity Centre in Harlow, Essex, which will eventually bring together teams currently based at Canary Wharf, Colindale and Porton Down. For more details, please see: Huge biosecurity centre investment to boost pandemic protection - GOV.UK.
The new facilities will start becoming operational in the mid-2030s, with full completion by 2038. Staff will move in phases as facilities become available. If you're appointed to a role currently based at Canary Wharf, Colindale or Porton Down, please note that we'll continue investing in these sites for the next decade. As we get closer to the transition, we'll provide full information about relocation support available to staff.
Reasonable Adjustments
The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will consider any reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should contact the recruitment team in confidence as soon as possible to discuss your needs.
You can find out more information about reasonable adjustments across the Civil Service here: [https
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