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Service Desk Manager - HM Treasury - SEO
Service Desk Team Lead – OSCAR Transition
Darlington (Feethams House), Treasury
About the Role
This critical role involves leading the transition of OSCAR’s (His Majesty’s Online System for Central Accounting and Reporting) external service desk function to an in-house team, ensuring seamless account management, IT service delivery, and customer support to ~1800 users. Part of the Darlington Economic Campus, you will drive service excellence, operational resilience, and continuous improvement in a cross-government environment.
OSCAR’s mission is central to financial regulation, carbon reduction, trade promotion, and economic growth—your work will have a meaningful impact across the UK.
Key Responsibilities
Leadership & Management
- Provide executive leadership of a newly formed, in-house Service Desk team, reporting to the Senior IT Service Manager.
- Oversee line management of Service Desk Analysts, including workforce planning, rota design, performance management, and team development.
- Establish a user-centred culture, fostering coaching, mentoring, and continuous learning to enhance analytical, procedural, and interpersonal skills.
Service Delivery & Operations
- Own incident, request, change, and problem management, prioritising against critical SLAs and ensuring alignment with ITIL best practices.
- Drive operational resilience, mitigating risks through risk trending, gap analysis, and mitigation strategies.
- Coordinate major incident resolutions, escalation pathways, and cross-team collaboration.
- Define and implement SDK processes to ensure scalability, efficiency, and regulatory compliance (e.g., audits, governance).
- Lead quiet hours staffing and core rota support as part of operational availability.
Stakeholder & Supplier Relationships
- Build trust with business stakeholders, end-users, and third-party suppliers (particularly critical for OSCAR’s remote vs. in-house system dynamics).
- Nurture Collaborative insight-sharing through updates to governing bodies and continuous feedback collection.
- Oversee supplier management, ensuring transition timelines and value-for-money negotiations.
- Represent the Service Desk in high-level change governance, driving decisions based on strategic direction.
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Performance & Strategic Improvement
- Analyse KPIs (e.g., incident volumes, first-contact resolution rates) and metrics, deriving actionable insights to empower stakeholders and prioritise improvements.
- Develop and sustain a knowledge base with up-to-date articles, FAQs, and best-practice documentation accessible via the ITSM tool.
- Design and implement a quality of service (QoS) framework, benchmarking customer satisfaction metrics.
- Champion the evolution of OSCAR processes where technical or business constraints require unique tailored solutions.
Requirements
Technical Competencies
Mandatory Qualifications
- ITIL v4 Foundation (or v3, UNLESS upgraded to v4 within 12 months of hiring)
- Successful applicants will confirm this qualification in their application and may provide evidence at interview.
- SIAM Foundation (to be achieved monthly within 12 months of starting)
Industry Knowledge
- Deep understanding of ITIL (incident management, problem-solving, change/project management optimisation).
- Practical knowledge of ITSM frameworks (e.g., Jira Service Management, ServiceNow, or other support ticketing tools).
- Proven experience with supplier managed services, meaning and how to oversee transitioning legacy SLA relationships to internal provisioning.
Technical Readiness
- Aptitude for* security and audit protocols**, including record retention shifts during onboarding.* (Tailored to public-sector context.)
- Awareness of central government security policies (e.g., ECG, Cyber Essentials).
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Core Behaviours & Qualifications
Government Digital Data (GDD) Framework
We hire based on alignment with these three key areas:
1. Functional Specialist
- Overseeing the key functions (e.g., incident to resolution cycle optimisation) and ensuring compliance with IT service policies.
2. Enabler
- Empower team members, cultural, and professional enabledness through mentoring sessions, process documentation, and successive improvement training.
3. Applicator
- Reference analysis to profit-dependent goals JVM with government digital programs (e.g., AML/GRT compliance with core tramentalsetting).
escalating Financial Sector Policy preference to align.
Note: These roles will be evaluated against frameworks by Government Digital and Data (GDD) Post-Recruitment allowances may apply for the most specialised level.
Additional Information
General Requirements
- Fluency in IT Systems Management and ITSM tooling (Jira, Zendesk, ServiceNow, freshworks) mandatory.
- Experience in both internal and multi-vendor SFDs (Service Provider Dynamics) environments.
Organisational Context
- Role availability: Monday to Friday, 08:00–18:00 (may occasionally include core hour shifts).
- Flexibility: Must accommodate rotational shifts as part of a day/nights-ma team structure with likelihood of ad-hoc overtime.
- No sponsorship: Visas will not be available.
Apply
Enquiries prior to the closing date: Martin Beale // Martin.beale@hmtreasury.gov.uk
Location: Feethams House, Darlington
Mandatory Documents
For successful candidates, ITIL Practice Partners may ask for advance to형을 thirshore. Credentials validation will close duplicates. Instances include candidate assurance contracts waiver Wrabut fringe exports working hours.
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