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IT Service Manager (Unified Communications)

Posted: 19 Mar 2020 Closes: 13 Apr 2020
Bristol and Reading £35,540 - £40,411
Permanent & Full-time defra/20200319115122

Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.

We are currently recruiting for a Senior IT Service manager to join our team, Bristol and Reading are the preferred locations for this role.

The Senior IT Service manager will report to the Unified Communications Service Owner. The Senior IT Service manager is responsible for services that are critical to the Defra business to ensure that the service is managed with a business focus. The service manager will be responsible for a number of UC services including Jabber, Video Conferencing, Audio conferencing (WebEx), Storm (a customer contact centre service)


• Supporting the Service Owner in the management of the existing UC team.

• Working closely with internal and external Suppliers in managing the UC services.

• Development and production of regular reports to to detemine how the UC services are performing

• Evaluating supplier performance.

• Ensuring Suppliers comply with Service Level Agreements (SLAs) and Operational Level agreements (OLAs).

• Promoting the benefits of the UC services.

• Assisting with transition to new/upgraded services in line with current strategy.

• Working closely with project teams in the development of new/upgraded services.

• Establishing good working relationships with Suppliers, Service owners and other key Stakeholders.

• Undertaking continual monitoring of supplier performance.

• Instigating and conducting service improvements.

• Providing input into Service and Supplier reviews.

• Supporting the Connectivity (Wide Area Network, Local Area Network, Wifi, Gateways) Service Owner when required.



• A strong IT Service management background with proven experience in dealing with large IT services, backed up by industry qualifications (ITIL).

• A solid background in IT Service delivery financials.

• A solid commercial and contractual understanding with a strong understanding of SLA’s and OLA’s.

• Experience of working in a challenging and high pressure environment.

• Excellent stakeholder management skills, comfortable in liaising with senior managers and executives.

• Self-motivated and a good team leader / team member, comfortable working in an extended team.

• Excellent verbal and written communication skills.

• Strong incident management and analytical trouble shooting skills, with good experience of the incident, problem, demand and change processes.

• Comfortable with delivering to staff in diverse locations via phone and conferencing services.

• Successful management of complex matrix and multi-supplier environments.

• Strong influencing, relationship and conflict resolution skills.


• ITIL Foundation v3 qualification is mandatory.


We'll assess you against these behaviours during the selection process:

  • Managing a Quality Service
  • Working Together
  • Communicating and Influencing
  • Changing and Improving

We only ask for evidence of these behaviours on your application form:

  • Managing a Quality Service




Civil Service pension schemes may be available for successful candidates.

You will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.

The Institute for Fiscal Studies recently said that “the biggest difference between public and private sectors remains the value of employer contributions to public service pensions. These are much more generous in the public sector than in the private sector”.

If you have accrued pension rights in another pension scheme, you may be eligible to transfer these rights into the Civil Service Pension Scheme.

Contributory pension (worth 20-22% of salary).

• Learning and development tailored to your role.

• An environment with flexible working options.

• A culture encouraging inclusion and diversity.

• A Civil Service pension.

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours and Experience.

Application Process
As part of the application process, you will be asked to complete one 250-word statements on the Behaviour Managing a Quality Service, a CV and Statement of Suitability. The CV will ask for your Job History, Qualifications and Past Skills and Experience. Your Statement should be no more than 250 words, and should be aligned to the following guidance: Please explain why you feel you are a suitable candidate for this role?

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Managing a Quality Service. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Sift will be take place 14th April.

If successful at application stage, you will be invited to interview where you will be assessed on the Behaviours listed above.

Interviews will take place in Bristol with interview dates will be confirmed.

Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.

Merit Lists
Where more than one location is advertised, candidates will be posted in merit order by location. You will be asked to state your location preference on your application.

Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

- Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.
- Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Criminal Record Check
If successful and transferring from another Government Department, a criminal record check maybe carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

Childcare Vouchers
Any move to Defra will mean you will no longer be able to carry on claiming childcare vouchers.

Internal Fraud Database Check
Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email:

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here to visit Civil Service Commission

We are closely monitoring the situation with regard to Coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. Please continue to follow the application process as normal and ensure that you check your emails regularly for any updates from us as this is how we will communicate with you.

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

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Department for Environment, Food, and Rural Affairs

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