IT Operations - Digital Career Development Programme

Job details
Posting date: 23 March 2020
Salary: £27,762 to £31,362 per year
Hours: Full time
Closing date: 17 April 2020
Location: London, UK
Company: Government Recruitment Service
Job type: Temporary
Job reference: 47703

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Digital Data and Technology (DDaT) enables the Home Office to keep the UK safe and secure. We design and build the services that help people apply for visas or passports; support policing and counter-terrorism operations; and protect the UK’s borders.

This is an exciting time to be at the Home Office. You’ll have a chance to shape the future and support our mission to deliver exceptional public services that work for everyone.

Our work is guided by these principles:

• we put user needs first
• we value delivery and outcomes over process
• we work in the open

Our flexible working policy ensures a healthy work-life balance. We also nurture talent and offer a broad range of learning and development opportunities that will help you flourish in your role.

We work hard to maintain a positive working culture and are committed to helping you fulfil your potential. We value diversity and provide an open, inclusive and supportive environment to help you do your best work.

You can keep up-to-date with our work on the Home Office DDaT blog Here

The Home Office is committed to being an inclusive employer with a diverse and representative workforce at all levels. We value applications from people from the widest possible diversity of backgrounds, cultures and experiences. We particularly encourage and welcome applications from Black, Asian and Minority Ethnic (BAME) candidates, as they are currently underrepresented. Appointments will be made on merit on the basis of fair and open competition.
We aim to ensure our recruitment process is as inclusive as possible. If you require any reasonable adjustments or have feedback on the accessibility of the process, please contact the team at
Job description
About the Role

We’re looking for people interested in IT Operations to join our successful Digital Career Development Programme and contribute to delivering better services at the Home Office.

As a member of the DDAT IT Operations community of roles, you will play a key role in the provision of IT service support at the Home Office, contributing to the delivery of high quality services.
You will provide essential support with a unique insight across IT Operations (Service Management, Service Operations and Service Architecture and Design Introduction) ensuring planning, transition, delivery and support for new and existing Home Office user requests are processed in a timely, professional manner.

You will work closely with other DDAT technical support teams and a variety of suppliers to address issues within agreed service level agreements.

You will also get the opportunity to learn about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.

We are looking for people to join our teams for this 18-month contract, which combines development activities, structured learning and community projects. At the 12-month point, you’ll have the opportunity to apply for a permanent role and promotion with the Home Office. This structured programme is an excellent opportunity to learn from experienced colleagues and begin your own career in IT Operations in government.

What you’ll do day-to-day

Your main day-to-day responsibilities will be:

• supporting the effective management of IT service requests and queries in line with IT Operations processes
• supporting the SADI process with acceptance into service and service design packages
• supporting the Service Management function and regularly engaging with other DDAT teams and / or suppliers to ensure technical service requests are fulfilled in line with agreed SLAs
• producing and sharing reports and analysis on logged technical service requests and queries as required

You will also be expected to carry out the following day-to-day activities:

• undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid
• undertaking appropriate training for the role and seek to constantly improve performance through personal development
• participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice


You’ll have a demonstrable passion for IT support, with the following skills or strong experience in:

• good communication and interpersonal skills, with an ability to communicate effectively and professionally
• ability to work as part of a team and to engage effectively with users, third-parties and suppliers
• good analytical and problem-solving skills
• strong sense of ownership and drive to follow tasks through to completion
• customer-focused

The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills required for your role: (further detailed table in the attachment).
Strategy and architecture, Delivery and operation, Relationships and engagement.


Ideally you will also have the following skills or some experience in:

• performing a similar role within the Civil Service or at other organisations
• understanding and / or experience of ITIL v3 / v4 service management processes and procedures
• understanding of Lean, Agile and DevOps principles within a Product-centric delivery model
We'll assess you against these behaviours during the selection process:
Developing Self and Others
Making Effective Decisions
Delivering at Pace
Technical skills
We'll assess you against these technical skills during the selection process:
Your technical skills and experience will be assessed at interview

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