Service Managment Specialist - Central Government - £500 - £525 a day - 4 month initial contract - Outside IR35 - (remote with travel to UK offices)
Position Title: Service Management Specialist
Location: Hybrid (home working + Visits to UK offices)
The Service Management Specialist will play a key role in ensuring the successful design, transition, testing and implementation of service management components, with a focus on the non-digital elements of the service.
Key Responsibilities
Service Operating Model (SOM) and Service Management Handbook Development
- Collaborate with digital and operations teams to develop the Service Operating Model and Service Management Handbook.
- Facilitate the exploration, definition, and agreement of requirements for these documents with relevant stakeholders.
- Iterate and mature the existing service design blueprint, Service Design Pack and roles and responsibilities as new and updated information is identified
- Support digital teams with any GDS assurance / assessment activity related to the SOM
Transition Plan Development
- Develop a detailed transition plan to implement the elements outlined in the SOM and Handbook.
- Ensure this transition plan aligns with the broader operational readiness plan.
- Work alongside the operational readiness lead to further develop the operational readiness plan.
- Work closely with teams to refine and integrate these plans into actionable steps.
Implementation Support
- Provide hands-on support to teams in implementing the operational readiness and transition plans.
- Actively participate in and, where necessary, lead meetings with client teams to drive progress and address challenges.
Progress Reporting
- Prepare and deliver weekly reports on progress against the operational readiness and transition plan, highlighting risks, issues, and achievements.
- Present updates to the service leads and the project board
Non-Digital Testing Support
- Develop assets to support the end-to-end testing of non-digital service elements, including action plans, test scripts, and scenarios.
- Provide on-the-ground support during the testing phase and document outcomes in a post-test report.
Post-Test Analysis and Follow-Up
- Identify necessary follow-up actions based on test outcomes and plan for any additional testing required before the service launch.
Stakeholder Engagement
- Translate complex service management terminology (e.g., ITIL practices) into accessible language for non-specialist stakeholders.
- Maintain regular communication with team leads, ensuring clarity on deliverables and providing necessary support.
Supplier Collaboration
- Engage with new suppliers (e.g., Helpdesk and digital services partners) to incorporate them into the updated SOM, Handbook, KPIs, SLAs, and transition plans relevant to their contracts
Required Experience and Skills
- Proven track record of delivering services within UK central government departments.
- Experience working on digital services, particularly within government settings, with familiarity of Government Digital Service (GDS) standards and service launches.
- Strong awareness and practical experience with ITIL practices, with the ability to simplify and communicate these concepts effectively.
- Experience in managing service transitions, particularly in environments involving multiple suppliers and stakeholders.
- Experience in developing and executing test plans, particularly for non-digital service elements.
- Exceptional ability to engage, collaborate, and influence client teams, ensuring that work is completed to a high standard and on schedule.
- The ability when working with client teams, to upskill, coach and develop
Essential Attributes
- Takes initiative and works independently, driving projects forward.
- Attentive to details, ensuring high-quality outputs.
- Works well in teams, fostering a positive and productive work environment.
- Able to navigate complex challenges and develop practical solutions.
Strong influencing skills to effectively steer client teams and ensure timely, high-quality delivery.
InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.