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Candidate Information Pack

Department for Work and Pensions

Deputy IT Directors (End User Computing Support)

Ref/ AS/DWP/004

(SCS PB1)

Closing date: 17-00pm Tuesday 8th December 2015

Candidate Information Pack

Contents

Welcome Message from Kenny Robertson, Director for End User Computing Support....3Vacancy Description..........................................................................................................6Appendix: Role Outlines....................................................................................................8Recruitment Process.......................................................................................................11Indicative Timeline...........................................................................................................13Terms, Conditions and Benefits......................................................................................13

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Welcome Message from Kenny Robertson – Director for End User Computing and Support

I am pleased you are considering a role in DWP’s End User Computing and Support team.

You will be astonished at the digital transformation the Department for Work and Pensions is undertaking, and the breadth of opportunities it provides for forward thinking experts, passionate about service technology and putting user experience at the heart of Technology delivery. We have and use some of the best technology solutions on the market and are committed to building the best services for our customers and our users. Our strategy is one of delivery and we are committed to identifying and hiring the best technology skills in the market.

I want to work with passionate, energetic people who can utilise deep technology and leadership experience to build, run and develop critical live services used across the DWP. If you are passionate about how technology can improve our customers’ experience, and you are eager to deliver excellent services fast, we have a number of roles we are seeking to fill which you will find thoroughly rewarding. It really is hugely exciting to be involved in such a transformational agenda in an organisation which delivers services to 22million customers a year, as well as 90,000 colleagues.

If that is you, then let’s explore if there is an opportunity for you to be part of our team.

I look forward to hearing from you.

Kenny RobertsonDirector, End User Computing and Support.

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Background to the Department for Work and Pensions The Department for Work and Pensions (DWP) is the centre for welfare, pensions and child maintenance policy. As the UK’s biggest public service department it administers the State Pension and a range of working age, disability and ill health benefits to over 22 million claimants and customers.

The department is responsible for: understanding and dealing with the causes of poverty rather than its symptoms encouraging people to work and making work pay encouraging disabled people and those with ill health to work and be independent providing a decent income for people of pension age and promoting saving for retirement providing value for money and reducing levels of fraud and error reducing work-related death and serious injury in workplaces through the Health and

Safety Executive

The department is currently engaged in delivering ‘once in a generation’ reforms to each and every element of the welfare and benefits system, with social justice and a desire to tackle poverty at the very heart of the agenda. This programme of reform will transform the opportunity for people without jobs to find work, so that they can support themselves and their families, while also ensuring that the most vulnerable in society are protected.

Further information, including departmental priorities, can be found at: https://www.gov.uk/government/organisations/department-for-work-pensions

Background to the End User Computing and Support DirectorateTechnology, data and security are at the heart of running DWP. We run the UK’s most complex, large scale technology services. Our technology delivers services to 22 million UK citizens paying £170bn via 711 million payments per year, accounting for around 65% of all UK BACS transactions. And we provide around 90,000 colleagues with services across more than 950 sites. DWP Technology manages more than 330 critical applications that support our business services as well as much of local and Central Government. We run Europe’s largest IP Telephony Contact Centre, handling over 200 million calls a year. We implement over 10,000 changes a year and manage a project portfolio of over 300 projects.

At the heart of the departments technology initiative is the digital transformation of the services that DWP and wider Government provide, which will radically improve how government interacts with citizens. The resulting customer-centric approach will deliver services which will be easier and swifter to access; the time taken to develop new services will be decreased and the cost of delivery reduced significantly. Technology is key enabler of this business transformation alongside the behavioural changes we are seeking from colleagues and the public.

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A key part of the Technology business in DWP is our End User Computing and Support Directorate where our purpose is to use technology to improve the service to people in the department using technology. Following a large scale organisational restructure in DWP Technology and detailed planning and capability assessments, we have identified a need to recruit externally for some key skills in End User Computing and Support.

The End User Computing Directorate has a number of key functions including:

Tech Help: Tech Help is dedicated to leading the delivery of Tier 0, 1 and 1.5 services including Self Help, Self-Heal, Service Desk and Service Fulfilment. It requires the full deployment and exploitation of Service Now technology to deliver a self-service user portal and service desk offering email, web-chat and telephony help and ‘Amazon’ style service request and feedback features. Its focus is to drive automation of service requests, incident notifications and problem resolution whilst also encouraging a culture of ‘once and done’ contact with the user and a high level of user satisfaction.

Tech Support: Tech Support is the front-line face, eyes and ears of technology, offering technical support across a range of media. It owns and resolves user issues, with a user centric focus on delivering a great user experience and high levels of user satisfaction. It is also the home of deep technology skills across a range of topics including wi-fi, devices, collaboration tools, Microsoft and Apple.

Devices Services: Devices Services ensures user access to the right devices for their role, providing a personal mobile and office-based experience that adapts to the needs of the individual. This is supported by a Virtual Desktop, to ensure users have access to the applications they need to perform their role.

Tech Workspace: Tech Workspace is dedicated to ensuring that the technology is in place to connect people wherever they are, on a device of their choice. Designed to meet the needs of the user, MyTech workspace is responsible for a range of services including instant messaging, video conferencing, email, blogging, web content publishing, social intranet, records management and Workspaces.

User Operations Service Centre: A 24/7 operation, providing real-time visibility and control of the user-service. Responsible for linking user experience, day-to-day incidents and problems, one of the aims of the User Operations Service Centre is to drive service performance and user satisfaction up.

Service Integration: Service Integration is responsible for driving standards across the Technology supply chain and building and maintaining service integration strategies to be used consistently across Technology. It is also accountable for driving and maintaining asset management solutions and services.

Further information can be found at: https://dwpdigital.blog.gov.uk/

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Vacancy Description

Job Title

Vacancy reference

Various Technology Deputy Director roles, including: Head of Technology Experience Head of End User Computing Device Services Head of Technology Help Head of Service Integration (SIAM)

AS/DWP/004Salary The salary for this post is set within the SCS PB1 range of £63,000 to

£117,800.

External applicants can expect to achieve up to £100,000 dependent on skills and experience.

Existing Civil Servants applying on promotion will be appointed to the pay band minimum or 10% of current salary, whichever is the greater. Individuals appointed on level transfer will retain their existing salary.

Vacancy Description

This is an exciting opportunity to join a transformational senior leadership team to develop and deliver critical end user services and support to a nationwide client base of over 90,000 users in diverse roles with varied needs delivering services to millions of members of the public.

Post holders will be expected to: lead the on-going design, delivery, and improvement of End User

Computing across the department including desktop, laptop, thin client, tablet and mobile devices

work with the business and technical leads to establish end user computing solutions that meet current and anticipated business requirements

work closely with all areas of Technology and industry experts to develop, deliver and operate end-user computing services

demonstrate a high level of technical and specialist expertise support the delivery of value for money and financial management of a

significant budget for end user device computing solutions including project management, out-sourcing solutions and equipment

work with all support services to ensure service excellence and high user satisfaction

ensure end-user services support operational excellence and continuous improvements and evolve as Technology changes

ensure targeted interventions and effective forecasting of end-user needs drive operational excellence

drive supplier performance whilst building and maintaining productive relationships

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lead large teams in a way that inspires them to deliver, researching and proactively business partnering the wider Department on service experience and performance findings to drive continuous improvement

Utilise people performance management and cultural change initiatives to ensure User centricity and exceptional delivery outcomes.

Outlines of the roles available can be found in the Appendix, pp. 8-10.Person Specification These are challenging roles, delivering critical services within a large

organisation and across a diverse client base and candidates should be able to demonstrate leadership, experience and expertise from a range of roles in different organisations.

Candidates should be able to demonstrate the following criteria:

A passion for user service and putting the user at the heart of the Technology outcome, the potential of technology and most importantly delighting users by ensuring that Technology delivers the right level of service consistently and reliably

Deep and broad expertise in end user computing solutions and services, with a comprehensive understanding of the technologies which support end user service delivery including but not limited to: office based solutions, collaboration technologies, Citrix, desktop/laptop, mobile devices, ServiceNow, APM (Dynatrace), MDM, Asset and Configuration Mngt, IOS/OSX, Windows and Office 365, WiFi, cloud services, Android, Linux.

Inspirational leadership ability, with a track record of building capability and creating high performing teams

Highly effective communication, networking and negotiation skills The successful delivery of programmes and projects, with a sound

grounding in PPM methodology and project leadership, specifically experience in agile delivery and user-centric design.

Expertise in delivery and service management of critical live services and ITIL standards

Proven financial management and oversight, including planning and being held to account for budgeting and the management of financial risk

In depth experience of working with suppliers and the ability to build productive relationships and effectively managing performance to deliver results;

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Appendix: Role Outlines

The types of roles we will be looking to fill as part of this exercise are outlined below.

These must be read in conjunction with the vacancy description provided in the job advert above which covers common accountabilities, and also the person specification above which outlines the requirements for all roles.

Vacancy Description

Head of Technology Experience

The HOTE is the central hub connecting and monitoring the technology service with our user experience. It is a real time, live connected, 24*7 operational capability that allows DWP to have its finger on the pulse of its technology services. It delivers reporting of IT service performance both within the Technology team and across the rest of DWP. The successful candidate will be responsible for ensuring that our Management Information is fit for purpose and can reflect the services which are provided to the users and can be used to inform all future strategic decisions and support Continuous Service Improvement.

The HOTE is a new initiative and the successful candidate will need to ensure that this capability is matured from the ground up using both the new tools and technology that DWP has invested in terms of Application Performance Management, Service Management as well as identifying new technologies to ensure that we have a full and complete understanding of the End User experience.

In addition the HOTE is responsible for Early diagnosis and restoration of service issues through the integrated Major Incident Management team and ensuring that all of the resource within Technology are utilised effectively to rapidly restore service and improve resilience and reliability.

Key accountabilities will include:

The ongoing design, delivery, and improvement of the User Service Operations Centre including Live Monitoring and event Management, Early Diagnosis and Rapid restoration (via the Major Incident Team) and the continual development of Service related management Information.

The ongoing development of Application Performance Management and Enterprise Management systems to support the HOUE.

The value for money and financial management of a significant budget including project management, out-sourcing solutions and equipment.

Ownership and ongoing development and improvement of Major Incident Management, Service Performance and Service Level Management.

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Vacancy Description

Head of End User Computing Device Services

This is a challenging and rewarding opportunity to lead the delivery of services including desktop, thin client, laptop, tablet and mobile devices for 90,000 users, spread all over the country doing a wide variety of roles with different user needs.

The Head of End User Computing Device Services will be accountable for partnering the business and delivering and operating device services and solutions across a large 900 site and 90,000 user business. We are looking for someone who is passionate about the potential of technology and most importantly delighting our users by enabling them to work efficiently and effectively.

Key accountabilities will include:

The design, delivery, live operation and user service for hardware and software solutions including laptops, tablets, desktops and smartphones

Keeping technology current, adaptive and progressive Working with functional desk-side support services to ensure service

excellence and high user satisfaction Work closely with Architects and service managers to develop, deliver and

operate end-user computing devices and services to promote business-focused and cost effective services.

Maintain portfolio of end user computing device solutions (software and hardware) and accountable for ensuring commercial viability

Vacancy Description

Head of Technology Help

This is an exciting opportunity to lead the delivery of Tier 0, 1 and 1.5 services including Self Help, Self-Heal, Service Desk and Service Fulfilment to 90,000 users across the UK. The role requires the successful candidate to lead a “Shift Left” initiative and ensure that all Technology services are delivered consistently and effectively across all Channels and that DWP provides a high level of user satisfaction and first contact resolution.

As well as increased first call resolution the candidate is also responsible for the reduction and elimination of User issues through best in class Incident and Problem Management.

The post holder must be able to demonstrate experience of using Knowledge together with Service Management Tools to identify channel shift opportunities and opportunities to maximise first contact resolution.

Key accountabilities will include:

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The ongoing design, delivery, and improvement of Multi-channel Services including Self Help, Self-Heal, Service Desk to Tier 1.5 and beyond as well as Service Fulfilment.

Ownership and ongoing development and improvement of Incident, Problem, Knowledge and Service Request Management.

Working with functional desk-side support services to ensure service excellence and high user satisfaction

Ensure end-user multichannel services support operational excellence and continuous improvements and evolve as Technology changes.

Vacancy Description

Head of Service Integration (SIAM)

Service Integration will provide all Service Management Tooling and Processes to all internal and external suppliers to ensure a consistent approach as well as ensuring that all new services are transitioned into support and that all non-functional requirements are met.

The post holder will be responsible for ensuring Technology services are delivered consistently and effectively from all internal and external delivery teams to a high level of user satisfaction. In addition, the Head of Service Integration (SIAM) will be responsible for the ongoing improvement, support and development of Service Management tools as well as the User portal and Application Performance Management tooling.

Key accountabilities will include:

The ongoing design, delivery, and improvement of Service Integration Services

Ownership and ongoing development and improvement of all Service Management processes.

Ensure end-user services support operational excellence and continuous improvements and evolve as Technology changes.

IT Asset and Configuration Management solutions and services

Recruitment Process

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How to Apply To apply for this post please email the following documentation to by no later than 17:00 Tuesday 8th December 2015.

A CV setting out your career history, with responsibilities and achievements;

A statement of suitability (limited to 2 sides of A4) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the Person Specification above;

A completed Equality Monitoring Form (Annex A). All monitoring data will be treated in the strictest confidence and will not affect your application in any way.

If applying under the Guaranteed Interview Scheme (GIS), please complete the form found at Annex B.

A completed Candidate Supporting Information document found at Annex C.

Please include the vacancy reference number and job title in the subject line.

If you do not receive an acknowledgement of your application within 48 hours please email david.gittoes@artemissearch.com

Overview of the Process

The Executive Recruitment Team will acknowledge your application and advise you of the outcome of the sift meeting. Depending on the number of applications received there may be a second stage sift.

Applications will be sifted to select those demonstrating the best fit with the post. The final short list candidates will undergo a final panel interview.

Shortlisted candidates may have the opportunity to meet with the recruiting line manager prior to the final selection panel interview to learn more about the role and the organisation. You will be given further details about this after the shortlist meeting.

Arrangements for interview

Expenses incurred by candidates during the recruitment process will not be reimbursed by the Department except in exceptional circumstances and only when agreed in advance.

If candidates are required to prepare a presentation for their interview, they will be given at least one week’s notice of the subject.

Reserve Lists If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a reserve list for 12 months, and future vacancies in the Civil Service requiring the same skills and experience could be offered to candidates on the reserve list without a new competition

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Candidates with Disabilities

The Department is committed to providing equal opportunities for all candidates during the selection process, to enable us to select staff from a diverse pool of talent. As part of that commitment, we will offer an interview to all applicants with a disability, as defined by the Equality Act 2010, who provide evidence of meeting the minimum (essential) criteria necessary for the post, as set out in this information pack.

The Equality Act 2010 defines a person as being disabled if they have a physical or mental impairment which has a substantial and long-term effect on their ability to carry out normal day to day activities.

Should you consider yourself eligible to apply for this post under the Guaranteed Interview Scheme (GIS), please complete the form found at the back of this document, Annex B.

Closing Date The deadline for applications is 17-00pm Tuesday 08 December 2015Alternative Formats

If you wish to receive a hard copy of the information, or in an alternative format e.g. Audio, Braille or large font then please contact: dwp_eucs@artemissearch.com

If you cannot apply online, please post applications to: Artemis Search Ltd South Court, Sharston, M224SN

Further Information

If you have any questions about the role or would like to discuss the post further, please contact david.gittoes@artemissearch.com

Civil Service Recruitment Principles

The Department’s recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition, as described in the Civil Service Commissioners Recruitment Principles which can be found at http://civilservicecommission.independent.gov.uk/civil- service-recruitment/

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Indicative Timeline

Please note that these dates are only indicative at this stage and could be subject to change. If you are unable to meet these timeframes, please let us know in your application letter.

The anticipated timetable is as follows:

Advert Closing Date 17.00pm Tuesday 8th December 2015

Short List Meeting 16th December 2015

Interviewsw/c 11 January 2016

Terms, Conditions and Benefits

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The information offered in this document is supplied in good faith but does not in itself form any part of the contract of employment.

Eligibility The post is advertised to suitably qualified people in the external market, and on level transfer or promotion to existing Civil Servants and those in accredited Non Departmental Public Bodies.

Appointment Term

Permanent

Working Arrangements

This is a full-time role.

Salary Range The salary for this post is set within the SCS PB1 range of £63,000 to £117,800.

Existing Civil Servants applying on promotion will be appointed to the payband minimum or 10% of current salary, whichever is the greater. Individuals appointed on level transfer will retain their existing salary.

Modernised Terms and Conditions

New entrants to the Civil Service or existing Civil Servants taking up appointment on promotion will adopt the modernised Senior Civil Service terms and conditions which came in to effect from 1 July 2013.

Existing Civil Servants appointed on level transfer will retain their existing terms and conditions.

Location Manchester, North WestRelocation costs will not be reimbursed.

Travel Required

Some travel may be required. Travel and subsistence costs will be reimbursed in line with departmental policy.

Nationality To be eligible for employment you must be a national from the following countries:

- The United Kingdom- The Republic of Ireland- The Commonwealth*- A European Economic Area (EEA) Member State- Switzerland- Turkey

Certain family members of EEA, Switzerland and Turkish nationals are also eligible to apply regardless of their nationality.(*Commonwealth citizens not yet in the UK, who have no right of abode in the UK and who do not have leave to enter the UK are ineligible to apply.) For further information on whether you are eligible to apply, please visit Gov.UK.

Security Before the appointment of the successful candidate can be confirmed, the

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Clearance Department will undertake background security checks. As part of this, we will need to confirm your identity, employment history over the past three years (or course details if you were in education), nationality and immigration status, and criminal record (unspent convictions only).

The successful candidate must hold or be willing to obtain security clearance to CTC level.

If you have any questions about this, please contact david.gittoes@artemissearch.com before submitting your application.

Conflicts of Interest

Candidates must note the requirement to declare any interests they may have that might cause questions to be raised about their approach to the business of the Department. They are required to declare any relevant business interests, share holdings, positions of authority, retainers, consultancy arrangements or other connections with commercial, public or voluntary bodies, both for themselves and for their spouses/partners.

The successful candidate will be required to give up any conflicting interests and his/her other business and financial interests may be published.

If you believe you may have a conflict of interest, please contact david.gittoes@artemissearch.com before submitting your application.

Leave Allowance

Full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service.

In addition to this they are entitled to 8 public/bank holidays plus an additional day for the Queen’s Birthday. The leave allowance is pro-rated for part-time staff.

Equality and Diversity

The Department is committed to being an equal opportunities employer. We value and welcome diversity. We aim to develop all our staff to enable them to make a full contribution to meeting the Department's objectives, and to fulfill their own potential on merit. We will not tolerate harassment or other unfair discrimination on grounds of sex, marital status, race, colour, nationality, ethnic origin, disability, age, religion or sexual orientation. We will promote and support the use of a range of flexible working patterns to enable staff to balance home and work responsibilities; and we will treat people fairly irrespective of their working arrangements. Under the terms of the Equality Act 2010, we are legally required to consider making reasonable adjustments to ensure that disabled people are not disadvantaged in the recruitment and selection process. We are therefore committed to meeting, wherever possible, any needs you specify in your application. We will also consider any reasonable adjustments under the terms of the Act to enable any applicant with a disability (as defined under the Act) to meet the requirements of the post.

The Department uses the ‘two ticks’ Disability Symbol, showing it is an employer which has a positive attitude towards applications from disabled people. The Department also offers a Guaranteed Interview Scheme (GIS) for

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all disabled applicants. We are committed to interviewing all applicants with a disability who provide evidence of meeting the minimum requirements necessary for the post, as set out in this applicant pack.

To be eligible, your disability must be within the definition laid down in the Equality Act 2010. A disabled person is defined by the Equality Act 2010 as someone who has a physical or mental impairment, which has a substantial and long-term adverse effect on their ability to perform normal day-to-day activities.  For the purposes of this policy, these words have the following meanings:

● ‘substantial’ means more than minor or trivial

● ‘long-term’ means that the effect of the impairment has lasted, or is likely to last, 12 months (there are special rules covering recurring or fluctuating conditions)

● ‘normal day-to-day activities’ include everyday things like eating, washing, walking and going shopping.

Should you consider yourself eligible to apply for this post under the GIS, please complete the form at Annex B.

Civil Service Code

All civil servants are subject to the provisions of the Civil Service Code that details the Civil Service values, standards of behavior and rights and responsibilities. For further information visit Gov.UK.

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