Problem Manager

As a Problem Manager in the Domains team you will report to the Outreach Service Owner, and be responsible for:

• identifying problems with the configuration of domains across .gov.uk and other namespaces. You will use in-house and commonly available tools to triage and diagnose potential problems
• helping stakeholders fix these problems by providing relevant guidance effectively to all levels of seniority and technical competence  
• helping to define guidance for fixing a wide range of domain vulnerabilities
• excellent working relationships with a large number of stakeholders across the entire UK Public Sector
• working with the Service Owner to identify and implement service improvements and efficiencies to improve our capability and automation.

Person specification

This role aligns to the following in the Government Digital and Data Profession Capability Framework - Problem Manager. 

In particular, you will have the following skills: 

• problem management
• ownership and initiative
• business analysis (IT operations)
• stakeholder relationship management (IT operations)
• incident management
• user focus

You will also have awareness of the following:

• how domains are used to support internet services and their security 
• the risks originating from poorly managed internet domain names
• engaging successfully with senior technical and business stakeholders at scale across the UK Public Sector to influence action

Benefits

The benefits of working at GDS

There are many benefits of working at GDS, including:

• flexible hybrid working with flexi-time and the option to work part-time or condensed hours
• a Civil Service Pension with an employer contribution of 28.97%
• 25 days of annual leave, increasing by a day each year up to a maximum of 30 days
• an extra day off for The King’s birthday
• an in-year bonus scheme to recognise high performance
• career progression and coaching, including a training budget for personal development
• paid volunteering leave
• a focus on wellbeing with access to an employee assistance programme
• job satisfaction from making government services easier to use and more inclusive for people across the UK
• advances on pay, including for travel season tickets
• death in service benefits
• cycle to work scheme and facilities
• access to children's holiday play schemes across different locations in central London
• access to an employee discounts scheme
• 10 learning days per year
• volunteering opportunities (5 special leave days per year)
• access to a suite of learning activities through Civil Service learning

Any move to Government Digital Service from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

Office attendance

The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The current expectation for staff is to attend the office or non-home based location for 40-60% of the time over the accounting period.

DSIT does not normally offer full home working (i.e. working at home); but we do offer a variety of flexible working options (including occasionally working from home).

Things you need to know

Selection process details

The standard selection process for roles at GDS consists of:

• a simple application screening process - We only ask for a CV and cover letter of up to 750 words. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the “person specification” section above
• a 60 minute video interview

Depending on how many applications we get, there might also be an extra stage before the video interview, for example a phone interview or a technical exercise.

While we value the use of AI technology to enhance our daily work, we also value the personal touch and urge applicants to write cover letters without the use of AI to emphasise their own unique experiences.

In the event we receive a high volume of applications, we will conduct the initial sift against the lead criteria which is:

• problem management

In the Civil Service, we use Success Profiles to evaluate your skills and ability. This gives us the best possible chance of finding the right person for the job, increases performance and improves diversity and inclusivity. We’ll be assessing your technical abilities, skills, experience and behaviours that are relevant to this role.

For this role we’ll be assessing you against the following Civil Service Behaviours: 

• managing a Quality Service
• communicating and Influencing
• working Together

We’ll also be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Profession Capability Framework for the Problem Manager role:

• problem management
• ownership and initiative
• business analysis (IT operations)
• Stakeholder relationship management (IT operations)
• Incident management
• user focus

Recruitment Timeline

Role closes: Sunday 11th May

Sift completion: Wednesday 21st May

Panel interviews: commencing Wednesday 28th May

Candidates that do not pass the interview but have demonstrated an acceptable standard may be considered for similar roles at a lower grade.

A reserve list will be held for a period of 12 months, from which further appointments can be made.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

Other information

In January 2025, it was announced that the Government Digital Service (GDS) will move to the Department for Science, Innovation and Technology (DSIT) as a part of a machinery of government change. This change aims to bring together the digital transformation of public services into one central department, presenting exciting opportunities and positioning DSIT to lead the government’s digital agenda.

This role is in scope to transfer to DSIT when the machinery of government change takes place.  As a result,  if you are successful and appointed by Cabinet Office to this role before 1st June 2025, your role will transfer from Cabinet Office to DSIT at the time of the relevant machinery of government change taking place. If your start date is after 1 June 2025, you will be appointed direct to DSIT and your appointment will be unaffected by the machinery of government change.  We are currently consulting with our Trade Unions on which policies, terms and conditions will apply on transfer.  The statement of changes applied to all other Cabinet Office staff will also apply to you if you are successful.

We encourage you to apply and look forward to reviewing your application. We will keep you updated throughout the process.

Sponsorship

DSIT cannot offer Visa sponsorship to candidates through this campaign. DSIT holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.

Feedback will only be provided if you attend an interview or assessment.