IT Service Manager

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

This role is available as a designated homeworking role.

About the job

Job summary

Do you thrive in a challenging environment and actively seek solutions? Do you want to be part of a newly created team to deliver a quality service and drive improvements? We are currently recruiting for the position of IT Service Manager to join our newly established Corporate Services Directorate, which consists of three Departments: Finance, Digital Data and Technology (DDaT) and People. This role will be essential in supporting the Corporate Services Departments in becoming more strategic, proactive, efficient, and effective in how they operate and the support they provide, allowing the GLAA to prosper and deliver on its strategic priorities.

About the GLAA

At the Gangmasters and Labour Abuse Authority (GLAA), we provide exceptional service to the public, businesses, and workers in the fight to stop worker exploitation. We are seeking inspiring leaders who can set clear direction, role model exemplary leadership behaviours, and deliver our vital services to our wide range of beneficiaries with a focus on efficiency and excellence. Building a culture of belonging, we are committed to providing an experience that is inclusive, equitable and kind. We prioritise diversity and believe in a culture rooted in collaboration, growth and team cohesion. Every day, everyone on the team contributes to stopping worker exploitation.

The GLAA is one of the principal investigative law enforcement bodies for labour exploitation in the UK. The GLAA ensures that workers in the UK are treated fairly, properly and are protected from abuse and exploitation. We have three core functions:

• Regulation – We regulate businesses that provide workers to the horticulture, agriculture, shellfish gathering and food processing and packaging. Our regulatory work includes operating a licencing scheme, undertaking inspections to ensure compliance with that scheme, and taking enforcement action where there are breaches.
• Prevention – We work with a broad range of stakeholders locally, nationally, and internationally to help prevent workers from being exploited.
• Enforcement – We investigate allegations of worker abuse under the Modern Slavery Act 2015. GLAA Officers conduct civil and criminal investigations and take enforcement action, including prosecutions and court orders to disrupt criminal activity. We also support victims who have been abused, in particular by ensuring they can access specialist help from our partners.

Job description

IT in GLAA

This is an exciting time to join GLAA’s IT team. GLAA is in the process of developing a roadmap to replace its core business systems. You will have a fantastic opportunity to contribute to and implement GLAA’s Digital and Data Strategy. We will be undertaking discovery work in the Spring of 2024, with digital programmes due to commence in the Autumn of 2024. You will operate with the guidance of the Home Office Technology strategy and Government Digital Service’s service manual and TCOP, to redesign how GLAA delivers its work and influence how new technologies can improve operational processes.

Why is this role important to GLAA

As the IT Service Manager, it will be your role to protect live services. You will be responsible for the performance of key functions that support GLAA’s Digital and Data Strategy. This is a key role in a newly established team and provides the successful candidate with the opportunity to shape how IT services are delivered. The candidate is required to undertake key activities associated with Service Management.

Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30 hours over 4 days per week. 

We’re looking for someone with strong interpersonal skills who’ll enjoy working in a delivery focused, agile environment with multidisciplinary teams. You’ll be an experienced IT service manager supporting and continuously improving products of significant scale and complexity. You’ll get support from your people manager, delivery manager peers, the wider GLAA community and from formal learning opportunities to develop in this role.

Your role will involve, but will not be limited to;

• Providing system administration for GLAA IT Applications
• Administering an GLAA configuration management database (CMDB) whilst supporting the Senior IT Service manager in ensuring that all IT hardware and software assets are tracked, clearly identifiable by location and user, ensuring compliance with licensing and usage policy and audit assurance requirements.
• Supporting the development and maintenance of the GLAA IT Service Catalogue
• Support the production of IT Services Management Information and Key Performance Indicators
• Ensuring our Service Management function is business driven, customer focused and value for money.
• Managing the timely resolution of problems working with internal and external stakeholders.
• Contributing to the continued upskilling in the wider organisation in using the GLAA systems and applications.
• Contribute to the compliance of the GLAA Cyber Security Strategy
• Ensuring effective management of issues raised on all channels, engaging with colleagues and support teams where required to make sure the resulting Incidents/Tickets, queries, problems, are handled using appropriate prioritisation, agreed processes, procedures and policies and ensuring end user satisfaction.
• Attending monthly service management meetings, identifying issues, recommending solutions to support service improvement.
• Assess and monitor adherence to asset policies, procedures and processes within the team, whilst being a conduit for Asset related requirements, business activity reports and forecasts.
• Collaborate with Directorates to foster a culture of continuous service improvement and identify opportunities for service improvements and defining relevant costs.
• Collaborating with management to ensure purchasing effectiveness and resolve purchasing issues.
• Contributes to team efforts by accomplishing reactive tasks as required.
• Responsible for the day-to-day management of the IT inbox
• Providing IT security advice when required.

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• An awareness of supporting IT case management systems
• Experience in developing Service Management processes to ensure relevant stakeholders requirements are met.
• Strong incident management and analytical trouble shooting skills, with good experience of the incident, problem, demand and change processes.
• Strong communication skills (both oral and written), with the ability to deal with and manage stakeholders confidently.
• Excellent organisational skills, including the ability to use initiative, to prioritise workload, manage others and work under pressure to achieve tight schedules and deadlines.
• Ability to work with a high degree of autonomy and resilience, to competing demands.
• Experience of managing IT assets and understanding IT asset lifecycles
• Experience of providing system administration functions
• Ability to identify issues and opportunities for service improvements.

Qualifications

Essential

ITIL v3 foundation

Benefits

Alongside your salary of £30,500, Gangmasters and Labour Abuse Authority contributes £8,235 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We offer a generous total package to our employees which includes the following:

• 32.5 days annual leave in addition to 8 public holidays
• Flexible public holiday scheme
• Choice of pension schemes, including access to the extremely generous Civil Service Pension, which also provides a death in service lump sum payment and a survivor’s pension payment
• Annual performance related bonus scheme
• Access to employee discounts
• Access to a wellbeing portal
• Employee assistance programme
• Access to mental health first aiders within the organisation
• Flexibility for working hours through the Flexitime scheme
• Hybrid working available
• Enhanced maternity and paternity benefits
• Commitment to employee development

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : recruitment@gla.gov.uk
• Email : recruitment@gla.gov.uk

Recruitment team

• Email : recruitment@gla.gov.uk

Further information

Please visit https://www.gla.gov.uk/who-we-are/complaints/complaints-procedure-external/ for further details on our complaints procedure

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