Service Delivery Co-ordinator

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Cafcass supports over 125,000 children and families each and every year, safeguarding and promoting the welfare of children, putting their needs, wishes and feelings first and ensuring their voice is heard at the heart of family court proceedings.

The targeted use of technology is what puts us at the forefront of our industry and there’s never been a better time to join us, as we invest in a significant expansion of our IT team.

As Service Delivery Co-ordinator, you’ll be part of an increasingly digital, national organisation that is continually investing in our staff in order to drive performance and efficiency within a workforce that is diverse, flexible and highly mobile.

We’ve already made great progress towards a fully cloud-based technology stack and you will play a key role in driving this strategy forward. If successful, you will report to the IT Change Manager and will be responsible for the management of an IT Support Assistant. All roles in the Cafcass IT team are flexible and involved in a full range of service and project work, but you will be specifically responsible for:

Ensuring our suppliers meet or exceed service levels.

Reviewing existing IT services and using data to identify and prioritise areas for improvement.

Developing strong working relationships with internal business colleagues and external IT partners.

Acting as second line escalation point, ensuring our staff receive a high quality, responsive IT service.

Supporting the Change Manager with planned releases.

Leading on day-to-day service management activities, including incident and problem management.

Supporting the production of service dashboards.

Is this challenging role for you? If so, let us tell you a few things we’re looking for in the successful candidate:

An ITIL or Foundation Level IT qualification or equivalent experience.

Experience of working with external service providers.

Experience of IT service management in a multi-supplier environment.

Experience of providing IT advice and guidance to a range of staff.

Skilled and experienced in fulfilling line management responsibilities.

Able to demonstrate excellent customer service skills.

We’re flexible on location and offer home and remote working. The successful candidate would ideally be based from either our Bloomsbury (London) or Leeds offices for 1 or 2 days a week. We also provide a competitive and rewarding remuneration and benefits package, including:

Generous holiday entitlement.

Membership of a Local Government Pension Scheme.

Flexible and remote working.

Potential to bring your continuous service with you providing enhanced benefits.

Health and wellbeing support including healthcare scheme membership.

Childcare vouchers.

Cycle to Work scheme.

We’d like to use this opportunity to let you know of the timescales we are working to for this vacancy so you know when you can expect to hear from us.

Key dates:

27/10/17 (Closing date)

02/11/2017 (Telephone Interviews)

08/11/2017 (Panel Interview - to be held in London, reasonable travel expenses will be paid)

Please note all dates are subject to change so if you don’t hear from us, this does not automatically mean you have been unsuccessful and we will be in touch with you as quickly as we can to update you.

To apply for this role, please click the APPLY button.

We look forward to receiving your current CV highlighting your suitability for the role of Service Delivery Co-ordinator (please note the official title for this role is Service Delivery Officer).

If you would like further information on why you should join Cafcass, please visit our website.