Service Delivery Lead Full Time

Care Quality Commission
Grade B – £37,694 (National Framework) or £42,863 (London Framework if you are London office based or homebased and live within the boundary of the M25) There is also an additional homeworking allowance of £529 per annum for those working from home

Contracted Hours: Full time 37 hours per week

Contract Type: Fixed Term, Secondment for 23 Months

Closing date: Monday 23rd January at 11.59pm

This role is NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.

Are you committed to helping us regulate health and social care within England?

When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work what comes to mind? For 3000+ people at the CQC we end each day knowing that we have made a difference to the lives of those most in need in our communities. We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve. We are looking for people who are caring, demonstrate integrity and work well as part of a team to join with us and share in this sense of achievement. If you would like to help us, make a positive impact to health and social care within England, then read on.

Why this could be a great role for you .

You’ll work closely with a variety of people in the business to arrive at the best solution, immediately see the impact of your work, and get feedback directly from users.

What we can offer you

Your health and wellbeing are important to us and are supported through generous annual leave (starting at 27 days and rising with service to 32.5days, plus 8 Bank Holidays), a cycle to work scheme, discounted gym vouchers and access to a free employee assistance service 24 hours a day. We also understand the importance of financial health and offer membership of the NHS pension scheme, contributing about 14% of basic salary. You will also be able to access discounts to supermarkets, high street stores, electronics, fleet cars, plus we also have an internal reward scheme which could see you earn yourself a voucher or two! All of our Homeworkers are also kitted out with everything they need to comfortably work from home.

We want to support you to succeed and be your absolute best, with opportunities for training and development along with the support of experienced managers and mentors.

We want to make working for CQC a broad experience for everyone, and to role model a diverse and representative culture. To support an inclusive environment where colleagues feel empowered to bring their whole self to work, we support a variety of staff networks, including the Race Equality Network, LGBT+ Equality Network, Carers Equality Network, Disability Equality Network and Gender Equality network.

What you will bring

As the Service Delivery Lead you will work in conjunction with the Service Delivery Manager to ensure that proactive and excellent customer service for their service stream is achieved through the effective delivery of day to day operations.

Support for the Service Delivery Manager by ensuring that effective and efficient service provision of Infrastructure service (i.e. server infrastructure, networks, wi-fi, broadband, Active Directory etc.) is delivered to the business by applying expert knowledge and understanding of infrastructure services within your service stream.

You will ensure that efficient and effective IT Service support for their stream is provided to the business by ensuring that service incidents, problems and enhancements are managed in an effective, responsive and customer focussed manner.

You will have a broad technical understanding and appreciation/ability to engage with other areas of Technology for purpose of delivering services.

You will be responsible for the operational relationships with our customers and external suppliers to ensure that we deliver excellent services to our customer base across CQC.

Accountabilities:

Support the Service Delivery Manager by ensuring that effective and efficient service provision is delivered to the business by applying expert knowledge and understanding of CQC s business systems to your service stream.

Help drive a customer centric culture of service excellence and continuous improvement so that the Business systems you support not only delivers to agreed service levels but strives to continually improve the overall service(s) offered.

Line Management Responsibility for Operational Service Support Analysts and Technical Analysts. Matrix Management of roles that work within your stream from across Operational Business Services and other Digital Technology functions (Engineering, Product Management, Business Analysts).

Responsible for ensuring that the operational impact of changes and/or enhancements to business system is understood and managed effectively, with a customer focused approach to delivery and support.

Establish and maintain strong and effective relationships with key business stakeholders, other internal stakeholders (such as Architecture, Change and Release Management, Test Management, Programme Management) and external suppliers to ensure the required levels of service and continuous improvement are achieved.

Undertake appropriate impact assessment for incidents, problems and changes and manage any associated risks as they are identified.

Act as a point of escalation for incident and problem management which includes all exceptions to standard process

Work with key stakeholders to assist in any incident resolution/service interruptions to deliver resolution, workarounds and associated customer update/communications at an agreed frequency.

Continually review your service stream and work with the Service Delivery Manager to proactively to drive down costs and improve the customer experience across CQC.

Support and enable the transition of changes within your service stream.

Ensure that our colleagues from across the business are fully equipped to get the most out of the infrastructure services provided, by understanding their needs and working with other areas of the department to translate these into working solutions.

Ensure, in conjunction with colleagues across the other streams, that an effective asset register of application software and devices is maintained.

Liaise with the Product Management team to contribute to the management of Product Backlogs and Sprint Planning associated with the service stream of work they are supporting.

Essential Skills and Experience:

Educated to Degree level or equivalent experience of working within IT Service Management and or a Customer focused Service Support

Proven track record of successfully leading, managing and coaching a team in supporting business systems, with a real focus on customer benefit.

Able to develop practical and creative solutions to complex IT service issues.

Highly effective incident, problem and change management skills.

Secures and maintains the confidence of a range of stakeholders, both internal and external.

Excellent planning and organisational skills with the ability to prioritise and manage multiple tasks.

Demonstrated experience in an IT service support capacity

involving technical incident and problem management

Experience of ITIL and delivering within Prince2 and Agile

frameworks. Have an awareness of the Agile lifecycle.

Proven track record of delivery against KPI s.

Appropriate knowledge and experience of IS and ICT applications and Infrastructure.

Flexible and proactive approach to IT service provision

Able to work independently and as part of a team

Experience of working in a Dev Ops environment or Experience of how the DevOps principles and practices build on existing concepts and approaches within IT Service management

Awareness of how the DevOps principles and practices build on existing concepts and approaches such as ITIL, Agile and Kanban

Previous experience managing IT Assets, ideally software, throughout their lifecycle. Experience and knowledge of software licensing practices.

An understanding of CQC, its regulatory policy and legislative responsibilities

For an informal discussion or further information on the role, please contact Graeme Harbinson, Service Delivery Manager Infrastructure & Business Systems at

We are committed to being open and transparent around our processes and we endeavour to offer every candidate the opportunity to perform at their best throughout the recruitment process. We seek to support candidates to identify potential challenges and work with them to identify and facilitate reasonable adjustments as appropriate. Should you require assistance and/or would like to request a reasonable adjustment at any stage of the recruitment process, please contact a member of the team via email:

Note for external candidates:
CQC are currently working through an organisational transformation programme which includes the creation of a new target operating model. This role is offered as a fixed term contract as part of the transition process to that new model. For further information on this please visit . click apply for full job details