DDaT Senior Technical Service Manager

Devon and Somerset Fire and Rescue Service are looking for a Digital, Data and Technology (DDaT) Senior Technical Service Manager to enhance our team based at Service Headquarters, Exeter. You will join us on a permanent basis (37 hours per week). In return, you will receive a competitive salary of £45,441 – £48,474 per annum. The role is office based, but there is the availability of flexible and / or home working, which can be discussed and agreed with the successful applicant.

Devon and Somerset Fire and Rescue Service is the largest non-metropolitan Fire and Rescue Service in England. We provide prevention, protection and response services across the counties of Devon and Somerset.

Our vision is that together, we will work to end preventable fire and rescue emergencies, creating a safer world for you and your family. Keeping people safe is what we do, and we owe our fantastic reputation to our highly skilled and motivated workforce.

About the role: 

As our DDaT Senior Technical Service Manager, you will lead the DDaT 2nd Line Support Team in the ongoing maintenance and delivery of all Technical DDaT Services within Devon and Somerset Fire & Rescue Service (DSFRS). You’ll coordinate the 2nd line team response to incidents and service requests escalated from the 1st line team alongside installation, maintenance, support and configuration of technical DDaT systems and services. The post holder will also manage some DDaT services as a subject matter expert.

Key responsibilities as an DDaT Senior Technical Service Manager: 

• Ensuring that the 2nd line team coordinates and prioritises workload to meet agreed SLA’s
• Taking a continual improvement approach to service management. To negotiate, with the appropriate service owner, Service Level Agreements for all DDaT Services within the team and assure, that all appropriate activities and reporting are undertaken by the designated Service Manager
• Personally managing some DDaT technical Services, including planning, measuring and reporting on performance and implementing agreed improvements. To maintain a service risk register and formulate a continual service improvement plan (CSIP)
• Maintaining an effective Configuration Management Database, and related processes, to underpin all DDaT Service Management activities in accordance with ITIL Best Practice
• Reporting individual service performance against an agreed base budget on a monthly basis. To actively manage the service budget and report deviations from base when identified
• Liaising with 3rd party suppliers of DDaT services ensuring measurement and adherence to agreed service level agreements (SLA’s)
• Maintaining technical expertise enabling installation, maintenance, support, configuration and development of the DDaT technical Services deployed within DSFRS
• Producing documentation as required, including CSIP plans and the drafting and updating of service policies and procedures
• Working with partner organisations at an operational level to identify and exploit opportunities for collaboration on Service Delivery
• Working with partner organisations at an operational level to effectively deliver shared services. (e.g. Control Room Partnerships)

Find out more:

What we are looking for in our DDaT Senior Technical Service Manager:

• Degree level or equivalent in a relevant discipline with relevant post qualification experience. To effectively carry out the role this is anticipated to be at least 3 years and more likely to be in the region of 5 years
• Demonstrable knowledge of managing enterprise level services utilising ITIL Best Practice
• Demonstrable knowledge and experience of network architecture, both Data and Communications
• Demonstrable knowledge and experience of Microsoft enterprise software – Windows, Exchange, Active Directory
• Demonstrable knowledge and experience of RDBMS technologies
• Significant experience of the full Service Management lifecycle of mission critical DDaT Services utilising ITIL Best Practice
• Demonstrable experience in the design and development of DDaT Infrastructure services
• Substantial exposure to the design and ongoing delivery of both Data and Communications networks and associated devices
• Ability to set and manage priorities judiciously; deliver expected outcomes and effectively overcome barriers to change
• Ability to work with ambiguity with a wide range of stakeholders
• Superior analytical, evaluative, and problem-solving abilities

Closing date: 23:59 on Monday 29th January 2024

If you feel you have the skills and experience to become our DDaT Senior Technical Service Manager please click ‘apply’ today, we would love to hear from you.

You must be eligible to work in the UK.

How to apply:

You will be required to complete an application form and submit a supporting statement. As part of your supporting statement please ensure you provide evidence of how you meet the essential and desirable criteria for the role detailed in the Job Description and Person Specification. The evidence provided will be used to shortlist applications received.

Our values

As a Service and as individuals: 

• We are proud to help
• We are honest
• We are respectful
• We are working together

Devon and Somerset Fire and Rescue Service recognise and celebrate the vast diversity of the local communities that we serve, and we aspire for this to be reflected in our workforce. We encourage candidates from diverse backgrounds, experience and beliefs, who share our values to consider working for us.