Head of Live Service
Government Digital Services -
What you'll do
As Head of Live Service you will have oversight for the day to day running of Digital Identity live services alongside setting direction on the implementation of One Login’s live service target operating model. This is a high profile, challenging role suited to an experienced service leader with a track record of delivery across a range of complex services.
As Head of Live Service, you will:
- Set direction and provide leadership for the live service team to ensure operational excellence and best practice across DI’s live services, championing the operational aspects of the service across the programme in partnership with Heads of DevOps, Testing, Security, Fraud and User Support. Ensure the live service meets business needs with clear SLOs/SLAs, and measurable SLIs
- Have oversight for the Level 2 support team and technical service desk; working with delivery partners to develop and embed a model that facilitates the effective day to day running of services through 24/7 monitoring, efficient identification, triangle, response and resolution of any issues, embedding continuous improvement and best practice, as well as ensuring sufficient join up with product, engineers and delivery. Work with the Head of User Support to ensure effective join up between the Technical Service Desk and Contact Centre both through planning and implementation, into day to day operations.
- Continue to drive improvements to incident management: building capability across the programme while ensuring effective incident response, acting as an escalation point for incidents and problems, and maintain oversight for ensuring the effective functioning of out of hours processes, training, documentation and capacity.
- Work in collaboration with the Head of DevOps, Engineering and Test to ensure the effective and consistent implementation of CI/CD and release management processes, with appropriate governance, assurance and engagement for strategic, business releases - enabling Digital Identity to manage engagement with Relying Parties and End Users effectively. Be responsible for effective change management processes that maintain the availability of services, using proactive and preventative measures
- Take responsibility for effective reporting on the performance of the live service, sharing insights across DI’s and GDS’s senior leadership team as well as various cross government fora as required (e.g. One Login Programme Board). Working in collaboration with the Lead Performance Analyst and Head of Devops to develop a joined up, holistic view of overall performance across the programme.
Who you'll be
We’re interested in people who have worked on a Critical National Infrastructure (CNI) or near CNI level service, and have knowledge and experience of many or all of the following:
- Responsibility for running a complex, live service with effective processes to support high user volumes within an agile, multidisciplinary teams environment.
- Building service capability across a large or complex programme through recruitment, upskilling and developing effective processes and ways of working within product delivery teams.
- Managing high impact, complex service changes, implementing appropriate and proportionate engagement and assurance, and maintaining a forward look for key stakeholders
- Major incident management - including coordinating investigation and resolution
- Problem management - maintaining momentum on progress with a strong continuous improvement focus including preventative measures.
ADDITIONAL INFORMATION
The standard selection process for roles at GDS consists of:
- An application screening process - Simply, hit apply. We only ask for a Cover Letter (up to 750 words) and a CV. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the “who you’ll be” section above
- An interview - We will assess you against the behaviours listed above and your experience. This will also include a presentation - the presentation topic will be shared in advance of the interview.
Depending on the volume of applications we may also include an additional stage, which you will be invited to should you pass the application screening stage.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
GDS offers hybrid working for all employees. This means that everyone does some working from home/remote working and also spends some time in their local office. You will agree to your hybrid working arrangement with your line manager in line with your preferences and business needs.
A reserve list will be held for a period of 12 months, from which further appointments can be made.
Candidates that do not pass the interview, however, have demonstrated an acceptable standard will be considered for similar roles at a lower grade.
Security Clearance: The level of clearance required for this role is BPSS. Further details are outlined in Security vetting for employees.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. For further information see https://www.gov.uk/guidance/prison-leavers-project-improving-outcomes-for-prison-leavers
