Senior Request Fulfilment Manager

UK Home Office; Liverpool; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Request Fulfilment Manager to enhance service support for over 55,000 users. This role is pivotal in managing technical requests and ensuring efficient service delivery within a dynamic IT Operations team. You will leverage best practices in service management while collaborating with various stakeholders to drive improvements. With a commitment to career growth and meaningful work, this position offers a chance to contribute to national security initiatives while enjoying flexible working arrangements. Join a diverse and inclusive environment where your skills will make a real impact.

Benefits

Exceptional pension: Employer contribution of 28.97%

25 days annual leave (rising to 30 with service)

Flexible working options

Access to training and funded qualifications

Enhanced parental leave schemes

Annual bonuses and recognition awards

Qualifications

• Experience in a similar role within the Civil Service or other organizations.
• Strong communication and interpersonal skills.

Responsibilities

• Manage Request Fulfilment team members and technical service requests.
• Build and maintain the service request catalogue.

Skills

ITIL v3 / v4 service management

ServiceNow

Communication skills

Interpersonal skills

Team leadership

Job description

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Lead Technical Recruiter (Cyber Security, Data & IT Operations) @ UK Home Office | HR, Recruiting, Hiring

Digital Data and Technology (DDaT) enables the Home Office to keep citizens safe and the country secure, as well as at the front line of making the Home Office a modern and capable department at a time of unprecedented global change. This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of the public.

As the Senior Request Fulfilment Manager and a senior member of the DDAT IT Operations Support team, you will play a key role in the provision of service support at the Home Office, supporting vital national infrastructure and Home Office services. You will support a user-base of 55,000+ Home Office users, over 700+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing.

You will be part of an IT Operations team focused on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support. You will work closely and build relationships with other DDAT technical support teams, business areas and suppliers. You will also get the opportunity to learn about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.

What You’ll Do:

• Line-managing Request Fulfilment team-members, supporting with and ensuring technical service requests and queries are managed in line with request fulfilment processes.
• Managing and contributing to the build and maintenance of the service request catalogue and supporting workflows, ensuring the catalogue accurately reflects the full range of services available to Home Office users.
• Providing a point of escalation for Service Desk team members and Request Fulfilment team-members.
• Ensuring trends in technical service requests and queries are identified and highlighted, producing reports for senior management when required.
• Implementing and maintaining any changes to IT support operating models, reflecting the strategy as set by the Lead Request Fulfilment Manager.
• Ensuring users receive status updates on technical incidents, service requests and problems, alongside building and maintaining relationships with other DDAT leaders and suppliers.

What You’ll Bring:

• Performing a similar role within the Civil Service or at other organisations.
• Developing and adhering to ITIL v3 / v4 service management processes and procedures.
• Possessing strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally.
• Being able to lead and work as part of a team and to engage effectively with suppliers and customers.
• Having experience & knowledge of working in ServiceNow.
• Having a strong sense of ownership and drive to follow tasks through to completion.

At the Home Office, your work has real-world impact, shaping the safety and security of millions. We offer:

• Meaningful Work: Contribute to critical national security and public service initiatives.
• Career Growth: Benefit from tailored development frameworks and professional communities.
• Flexible Working: Balance your professional and personal life with hybrid work options.
• Diversity and Inclusion: Join a workplace where your unique background and talents are celebrated.

Benefits include:

• Exceptional pension: Employer contribution of 28.97%.
• Generous leave: 25 days annual leave (rising to 30 with service), 8 public holidays, and 1 day for the King’s Birthday.
• Flexible working: Options include full-time, part-time, compressed hours, job sharing, and a hybrid model (minimum 60% on-site).
• Learning and development: Access to training, technical accreditations, and funded qualifications (subject to approval).
• Recognition and inclusion: A culture that champions diversity, enhanced parental leave schemes, annual bonuses, and recognition awards.

Learn more about our benefits: Benefits - Home Office Careers

Additional Information:

This role requires SC clearance. To meet national security vetting requirements, you must typically have been resident in the UK for at least five years. Unfortunately, we cannot sponsor visas.

Please note that Croydon as a location is only available to existing HO - DDaT staff. New entrants to HO - DDaT are not able to select Croydon as their location and will need to agree a base location of either Liverpool or Manchester.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media, Computer and Network Security, and Government Administration

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