Head of User Services
||Driver and Vehicle Standards Agency
||Nottingham, Bristol or Swansea
||£46,696 - £53,700
||Driver & Vehicle Standards Agency
Make the most of your IT service management experience while making a vital contribution to road safety across Great Britain.
Sponsored by the Department for Transport, the DVSA carries out driving tests and roadside checks on drivers and vehicles, approves people to be driving instructors and MOT testers, monitors vehicle recalls, and conducts tests to ensure lorries and buses are safe to drive. In this role, you’ll help to ensure that we have the digital and technology resources in place to meet live service demand.
You’ll do this by leading, managing and developing our User Services function to ensure the delivery of a client-centric support approach across multiple locations. Working with third party suppliers and other delivery teams, you’ll focus on providing a cost-effective, seamless ‘one stop shop’ service.
Sharing ideas and user feedback with the Head of Live Services, you’ll play a key role in driving high performance standards and continuous improvement. You’ll manage staff and technology to meet agreed service level agreements. And, with accountability for the successful resolution of all incidents, problems and requests, you’ll ensure a positive user experience in line with customer working patterns and priorities.
To join us you’ll need a minimum of 5 years’ experience of all aspects of IT service management, with demonstrable success in managing customer-centric services across the ITIL lifecycle and of aligning IT services with customer needs. You should have gained this experience working in a major business services organisation. Whether you have a public or private sector background, you should be experienced in improving services in an Agile environment and managing teams both directly and virtually. Ideally, you should also have an ITIL V3 Expert qualification.
In return, you’ll benefit from an inclusive and dynamic culture, flexible working and an excellent pension. You’ll experience outstanding opportunities to progress across the Civil Service. And you’ll enjoy the prestige that comes with delivering a truly valued service.
We look forward to receiving your application.
Closing date: 19 Jan 2018