Technical Operations, Service Support Manager

About the Digital, Data and Technology ProfessionThis is an unprecedented time for digital, data and technology specialists as government harnesses digital technologies, skills and tools to transform public services. There have never been more opportunities to work collectively and creatively as a profession to respond to the changing needs and expectations of millions of people and deliver services that are simple and easy to use.The digital, data and technology profession comprises 15,000 colleagues across government, and is rapidly scaling up nationwide in line with our strategy.In your capacity of Technical Operations Service Support Manager at GLD you will join a network of digital, data and technology professionals that has developed into an essential forum for co-ordinating and driving transformation across government.With your senior colleagues from other government departments, you will set standards and maintain a shared vision to deliver transformation. You will share best practice and drive collective efficiencies wherever possible; support and guide our cross-government programmes to build digital, data and capability; and make government a destination of choice for digital, data and technology professionals.And you will be a role model and a relentless champion of government as a place where everyone can thrive and where diversity can flourish; a place that reflects the public we serve.The potential to shape our societys future is enormous and our purpose is to ensure the profession is equipped and inspired to deliver real, meaningful change for users; to do the work of transformation that makes government work better for everyone.Find out more about the Digital, Data and Technology Profession on GOV.UKThe RoleWe are building a Digital, and Data enabled organisation at GLD and will be at the forefront of government by showcasing best practice when dealing with data, digital and technology. Our more modern, insight-driven, innovative approach to Digital and Data will provide outstanding experiences at the right cost, quality and pace for the whole of GLD and ensure staff and wider government clients receive a top-quality and cost-effective digital & technology service.The role of Technical Operations Service Support Manager will report into the Service Delivery Manager and will support GLD to grow and transform into a digital business through delivering digital value and outcomes. It will support the renovation of Digital and Data, accelerate change and orchestrate our Digital and Data management. GLD requires a consistent and strategic approach to the application of Digital and Data across the organisation, and Digital and Data needs to provide a consistent, transparent and efficient approach to the way that it delivers value to the business.Key responsibilities:Customer service management - You can manage customer service functions, including responding to issue reports, information requests and access. You can use the results of customer satisfaction measurements to improve services. You have a successful relationship with customers.Service reporting -You can take management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.Continual service improvement -You can identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.Ownership and initiative -You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.Relationship management - You can identify, analyse, manage and monitor relationships with and between stakeholders. You know how to clarify mutual needs and commitments through consultation and consideration of impacts. For example, you know how to coordinate all promotional activities for one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier. By helping the customer, you can ensure that maximum benefit is gained from products and services.Strategic thinking- You can take an overall perspective on business issues, events, activities and discuss their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities.Technical understanding-This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.