Service Reporting Manager

Salary: £37,803

Location: Swansea

Closing Date: 3rd June 2020

Do you see the big picture and have excellent stakeholder management skills?

Are you able to work with large volumes of data and isolate essential relevant information to enable good business decision making?

If so, we’d love to hear from you!

Job description
An exciting opportunity has arisen within DVLA’s IT Services (ITS) IT Operations and Services Transition (ITOST) capability for a Service Reporting Manager.

As the IT Service Reporting Manager, you will be responsible for the Service Reporting Team, setting direction and day to day management. DVLA has Service Level Agreements (SLAs) and Key performance Indicators (KPIs) in place for over 75 critical services, many of which are available 24/7. You will be required to create reports/dashboards around KPIs and SLAs for these services. You will also be expected to identify any problem areas or successes, as well as process related data and metrics. This includes providing effective, efficient and accurate service reporting across ITS services and processes, supporting ITS, Operational and Service Level Managers by generating data and producing management reports to inform improvements for DVLAs Services and engaging and collaborating with key stakeholders.

Ideally you will have strong experience using ServiceNow to create reports/dashboards for ITS Management as well as DVLA’s Operational Business Heads of Group. Candidates should be able to interpret and collate the data to provide feedback to relevant teams within other business units, as well as within ITS.

DVLA is undergoing a major transformation. We have a challenging time ahead, as we continue the transformation of our heritage IT estate and the delivery of more digital services, utilising an in-house developed and supported suite of services. This will provide you with such an exciting chance to immerse yourself in a dedicated team.

Responsibilities Include but are not limited to:
• Responsible for the development, implementation, maintenance and improvement of Service Reporting policies, processes, procedures and standards.
• Providing Service Reporting expertise, as required.
• Providing a single point of contact, that is responsible for co-ordinating all Service Reporting activities across ITS.
• Working closely with other ITS Capabilities to ensure that efficient, effective and accurate service reporting is provided.
• Engaging with a variety of stakeholders.
• Providing management to the Service Reporting team, and regularly assess the knowledge, skills and behaviours of the team for capability against the Skills Framework for the Information Age (SFIA), Government Digital Service (GDS) and Civil Service Success Profiles Frameworks to develop gap analyses for training and development purposes, succession planning and talent management.

About you
Are you able to analyse, model and interpret data? Do you have a methodical and logical approach and ability to plan work to meet deadlines?

If so, this is a fantastic opportunity for you to utilise your skills and progress in an interesting and engaging career!

The successful candidate will be able to see the big picture and be comfortable and confident when communicating with colleagues and stakeholders at any level.

This role would suit someone who wants to work in a fast-paced, energetic environment, involving capability development for the Service Reporting team ensuring it’s fit for the future, for both internal and external consumers of the information.

You will have experience in Performance Analytics and report production, be confident using Microsoft and have an understanding of ITIL® processes with the capability to gather, interpret and synthesise complex sets of data, adding context to tell the story where needed.

About us
At the Driver and Vehicle Licensing Agency (DVLA) our work matters. Impacting the lives of over 49 million people in the UK, we do more than provide driving licenses and number plates.

We’re at the forefront of digital within government, with a focus on moving away from traditional paper based transactions to new IT driven solutions. We aim to provide an excellent digital service to our customers.

We are an exemplar of supporting employee wellbeing! We invest in you, provide opportunities to learn new skills and as a result, give you the confidence to carry out your role. Our commitment to your learning and development guarantees that everyone at DVLA can reach their highest potential.