Service Desk Project & Demand Lead (Ref: 90836)

Service Desk Project & Demand LeadLocation: National*Closing Date: 6th OctoberInterviews: week commencing 13th OctoberGrade: [SEO](MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)Salary: National: 39,868 - 43,535 (which may include an allowance of up to 2,057). London: 45,824 - 50,039 (which may include an allowance of up to 2,251).Working pattern: Full-time, part-time, jobshare and flexible workingContract Type: PermanentVacancy number: 90836*We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found HEREThe RoleWere recruiting for a Service Desk Project & Demand Lead here at Justice Digital, to be part of our warm and collaborative Service Operations team.This role aligns against Senior IT Service Manager from the Government Digital and Data FrameworkThis role is essential for supporting our Service Desk supplier in delivering Requests for Service (RFS) effectively, following established processes, complying with Operational Level Agreements (OLAs), and helping with escalations when necessary. The Lead will nurture operational relationships with various suppliers and internal stakeholders and will also coordinate and execute Service Desk projects. This role strives to simplify operations, harmonise project objectives with organisational goals, and enhance stakeholder satisfaction through efficient relationship management.To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025 Key Responsibilities:Supplier Oversight and Escalation Support:Monitor the Service Desk supplier adherence to request for service (RFS) processes for both standard and Fast requests.Assist with escalations to resolve issues between the supplier and our organisation promptly.Project Leadership:Lead projects at the Service Desk, ensuring they are completed on time, within scope, and budget.Act as the ServiceNow champion, liaising with the ServiceNow Product team to maximise platform utility and drive continuous improvement.Operational Level Agreement (OLA) Enforcement:Ensure the supplier adheres to their OLAs, taking corrective action when necessary to maintain service quality and reliability.Stakeholder Relationship Management:Build and maintain relationships with suppliers, representing Service Desk Operations in discussions to foster a collaborative and productive partnership.Engage with internal and external stakeholders to gather feedback, understand their needs, and align Service Desk operations accordingly.Financial Management:Oversee budget allocation for expedited requests for service, ensuring efficient utilisation of the designated budget.Manage chargebacks for fast Requests for Service (RFS'), ensuring accurate financial documentation and adherence to financial guidelines.Demand Updates, Analysis and Financial Tracking:Produce regular reports to provide demand updates, report on trends, aiding in informed decision-making.Maintain a demand tracker, ensuring accurate and up-to-date tracking including financial tracking.Risk Management:Proactively identify, record and risks and issues tied to Service Desk operations, projects, and supplier engagements. Conduct thorough assessments to gauge the impact and likelihood of these risks.Immediately escalate the Senior Service Desk Manager when theres a significant risk or issue that could impact service, ensuring prompt attention and action.Continuous Improvement:Collaborate with the supplier and internal teams to identify areas for process improvement, driving initiatives that enhance efficiency and user satisfaction.Cover:Ability to provide backup support for any of the Service Desk Operations team members in case of absences, ensuring continuity of service and minimal disruption.If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply! Benefits 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours. A 1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms Staff have 10% time to dedicate to develop & grow Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates) 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings birthday. 5 additional days of leave once you have reached 5 years of service. Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too! Wellbeing support including access to the Calm app. Bike loans up to 2500 and secure bike parking (subject to availability and location) Season ticket loans, childcare vouchers and eye-care vouchers. 5 days volunteering paid leave. Free membership to BCS, the Chartered Institute for IT. Some offices may have a subsidised onsite Gym. Person SpecificationEssential Proven experience working in a Service Desk Operations Management team and with an understanding of the ITIL framework. Supplier Management: Skilful in managing supplier relationships, complying with OLAs and handling service requests smoothly. Project Management: Excellent project management skills with the capacity to guide projects to successful completion. Stakeholder Engagement: Skilful in engaging with diverse stakeholders, representing Service Desk operations, and working cooperatively to achieve organisational objectives. Problem-Solving: Outstanding problem-solving skills to help with escalations and pursue resolutions in a timely manner. Efficiency: Streamlining processes to enhance productivity and deliver results quickly.Willingness to be assessed against the requirements for BPSS clearanceThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.