Summary

The Crown Prosecution Service (CPS) is delighted to advertise the opportunity for two IT Service Operations Support staff to join our Service Management Team in HQ Digital and Information Directorate (DID).

Service Management is at the heart of the CPS IT service delivery and we focus on maximising the value of our multi supplier IT provision, ensuring the changing IT landscape seamlessly meets the needs of our end users, and continually delivers service excellence.

We are seeking two IT Service Operations Support staff who know how to see the bigger picture and can investigate how to get the best of underlying services through analysis of data from various data sets.

You understand what communication is required when collating data from multiple sources and consulting with both internal and external stakeholders.

You can produce relevant reports in a standard format within an agreed timeframe, and know about the need to translate technical concepts into non-technical language to meet the needs of your audience.

As IT Service Operation Support you will also demonstrate your ability to take responsibility for ensuring live service incidents are responded to in accordance with service levels and monitor the completion of requests in order to ensure service quality is maintained through the end to end service offering.

Your work will be both varied and challenging and you may be required to take on additional duties to support the wider service management team.

The roles on offer provide excellent opportunities to develop knowledge and gain exposure across the CPS.

Travel to other CPS sites is required.

How does the CPS Directorate work/culture & relevant awards to the roles:

• Social Mobility Employer Index Top 75 Companies

• Inclusive Employer

• Universum No. 1 Employer in Student Rankings

• Lex 100 Featured Firm

• Disability Confident

• Carer Confident

Excess Fares

Please note excess fares will not apply

Job description

We currently have 2 roles available within the service management team:

One within the Operations team who are responsible for the day-to-day management of our IT, telephony and print services.

You will be supporting the team to ensure services are restored when there is an incident, and delivering prompt communications covering off any major service outage or widespread problem. Analysing tickets for trends and ensuring all incidents and requests for services within the IT portfolio are carried out in accordance with service levels. Responding promptly to escalations from end users and handling complaints in line with our policies and procedures.

The second role is within our performance management team whose primary role is to check and validate supplier performance data; prepare summaries of the outputs against service levels, and ensuring suppliers are meeting their targets each month. You will also undertake administrative tasks to organise the monthly supplier performance meetings; supporting the team’s performance managers to gather evidence when targets are not achieved and ensure corrective actions are promptly implemented and maintained.

The team is also building its data analysis capabilities in order to understand more about the user journey within the ICT environment, your role will be pivotal in assisting with the development of dashboards and reports for use by the wider service management team leaders.

For both roles you will ensure the internal and external ICT suppliers are delivering a quality service, take part in activities that assure the wider service management team of the reliability and resilience of the ICT service and its continued maintenance, and escalate problems promptly.

You will also be an active member of user forums and focus groups where you will engage in meaningful interactions to gain insight into the user experience and present recommendations for service improvements while understanding the wider team priorities.

Responsibilities

Validated monthly supplier performance statistics against strict service levels and produce trend analysis information.

Analyse performance data concerning escalated issues and ensure that the supplier takes appropriate action.

Utilise specialist service management software to monitor quality & performance of Service Management as a support group and in the management of external Suppliers.

Ensure that the impact of an incident has been correctly analysed and assigned the appropriate category and priority level. Identify any categories or SLA’s that require amendment and escalate to the Senior Practitioner.

Ensure that all Requests For Service are carried out in accordance with the Service Level Agreements

Communicate regularly with the supplier and customers to ensure that Service Levels are being met and that escalated incidents are dealt with swiftly.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Managing a Quality Service
• Delivering at Pace
• Changing and Improving
• Working Together
• Communicating and Influencing