Job summary
Information about the Command
Digital, Data & Technology (DDaT), supports NCA operational commands with how we exploit data and to ensure the NCA uses the best technology platforms with the right tools and applications to further enable the NCA to protect the public from serious and organised crime. We are responsible for defining and delivering our data and technology strategy, policy and architecture, and building and sustaining resilient services which are critical to our mission success.
The pace of change within the digital and tech world means we need to be agile and innovative in how we respond to threats while exploiting the opportunities this presents.
Information about the Business Area
Enterprise Services provides and manages the enterprise IT capabilities that support the NCA and its partners in delivering operational outcomes across the Serious and Organised Crime (SOC) system. Operating 24 hours a day, 7 days a week, all year round, the team ensures services are reliable, resilient, and available when they are needed most.
Working in partnership with suppliers, Enterprise Services maintains a strong focus on delivering cost-effective, high-quality services that meet current organisational needs while supporting ongoing transformation. The team leads the introduction of new services into live operation, ensuring they are implemented smoothly and deliver tangible value across the estate.
Enterprise Services plays a critical role in managing and driving the supply chain, enabling the NCA to remain agile and responsive, while building and sustaining a future-ready technology environment.
Job description
An opportunity has arisen to join Specialist Operational Services (SOS) as a Service Delivery Manager and Major Incident Practice Manager.
We support a number of operationally focused IT services on behalf of Enterprise Services, responding to incidents, escalations and service requests. The critical services are delivered and supported on a 24/7 basis. To deliver this, we continually look to develop and build a team of professional and experienced IT service support and management practitioners.
The post holder will be required to be part of an on-call 24/7 rota, which attracts an on-call allowance for each session you are on-call.
The successful candidate will be working in a fast-paced environment and will need to be flexible and responsive to changing priorities and be able to quickly grasp, assess and deal with complex issues.
Role Description
The successful candidate will be required to act as a Service Delivery Manager and Major Incident Practice Manager, applying the ITIL framework, responsible for ensuring the effective, consistent delivery of IT services that support business operations and a high-performing service desk, ensuring services are reliable, efficient and aligned to user needs.
The candidate will act as the primary point of accountability for service quality, coordinating internal teams and third-party suppliers to achieve agreed service levels, driving continual service improvement and embedding best practice across multiple services.
The role demands strong leadership, accountability and sound judgement, with a focus on delivering a reliable, efficient and customer-centred service in a complex operational environment.
Duties and Responsibilities
Incident Management:
Responsible for restoring normal service operation as quickly as possible following an unplanned disruption or reduction in service.
Problem Management:
Identify and manage the underlying causes of incidents to prevent recurrence and minimise the impact of future disruptions.
Knowledge Management:
Creation, sharing and maintaining of information to support efficient service delivery and decision-making.
Request Management: Ensure that service requests are logged, categorised and fulfilled in line with agreed service levels.
Change Management:
Support the change management function to ensure that changes to services are assessed, approved, implemented and reviewed in a controlled manner, minimising risk to live operations and service stability.
Service Reporting:
Produce meaningful reporting on service performance to support decision-making, accountability and continual improvement.
Supplier Management:
Ensure that third-party suppliers deliver services in line with agreed commitments, supporting overall service quality and performance.
On-call working
On-call working approximately one week in every seven. 24hr/day on-call availability required. This may be subject to change and the frequency will be directed by your line manager.
