Head of Tooling at Methods, London, 3 Months, £Excellent Day Rate

  • Contract Spy
  • London, UK
  • Jan 03, 2020
up to 6 Months

Contract Description

Head of Tooling

Type: 3 Month Contract

Status: Outside of IR35

Location: Canary Wharf


Since our establishment in 1990, Methods has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK.

Our mission is to improve and safeguard public-facing services. We apply digital thinking to ensure the future of our public services is centred around our citizens.

Our human touch sets us apart from other consultancies, system integrators and software houses - we have a customer-centric value system whereby we focus on delivering what is right for our clients.

We passionately support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

About The Role

The Head of Tooling is responsible for managing a team who provides tooling support activities. The role will act as the single point of contact within Customer Services for all tooling, architecture, evaluation and integration initially for ITSM tooling but other tooling as it is identified in the future.

They will be a technical expert in all tooling types and methodologies and work closely with other members of the SMT and other departments to ensure a consistent approach to tooling in the future.


The Head of Tooling will be responsible for the following:

  • Lead and develop the tooling team and manage support providers.
  • Define and implement Tooling strategy and roadmap in collaboration with senior stakeholders.
  • Management of the Tooling resources and managed service providers to ensure the toolset is optimised, managed in line with business requirements.
  • Focal point for all tooling, architecture, evaluation and integration for Tooling.
  • Provides a single point of technical reference for evaluation and delivery of new Toolset initiatives.
  • Create a framework for new tooling selection processes.
  • Integrates third party technology where appropriate.
  • Create and maintaining the current tooling architecture, strategy and roadmaps for tooling.
  • Management and development of toolsets currently used to support the client, excluding the supplier tools.
  • Understanding the adopting best practice for tooling, including architecture, where appropriate.
  • Design and implement KPIs, and possibly other MI, that effectively measure and monitor the performance of the area.
  • Take full ownership of budgets for the area, effectively ensuring services are delivered within the agreed budget and provide value for money. Making sure that activities are prioritised and risks, of not investing in activities, are fully understood and articulated.
  • Contribute and challenge ideas in a constructive and progressive manner, enable success of your peers and the wider organisation.
  • Provide tooling guidance and contribute towards development of the Customer Services Strategy.
  • Active participation in creating and developing the Customer Services offering to the organisation, working with your team, other Justice Digital and Technology functions, and third parties to deliver an excellent experience to.
  • Responsibility for designing and implementing ways of working for your team, so that a collaborative and integrated end to end service can be delivered to the end user.
  • Communicate how your area works with other SMT areas and wider teams (CTS, D&T and beyond).
  • Identify opportunities to add value and innovate the Customer Services that either improve the end user experience or create cost savings for the organisation.
  • Develop and embed a culture of Professions in line with the arrangements in JD&T (e.g. communities of practice, career pathways etc.) in the Customer Services Area and work with other Profession Leads that cross into Customer Services.
  • Responsible for inspiring highly engaged teams which are focused on delivering high quality end user services.

Ideal candidates will demonstrate:

  • Technical Skillset - Ability to design and build a strategic vision for the delivery of a strategic enterprise wide toolset and manage a team of tooling specialists focussed on the successful delivery of a well-designed tooling strategy.
  • Customer Service Management - Manages customer service functions, including responding to issue reports, information requests, access.
  • Uses results of customer satisfaction measurements to improve services and has successful relationships with customers.
  • Ownership and initiative - Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements.
  • Problem management - Understands and identifies problems, analysing and helping to identify the appropriate solution.
  • Service focus - Maintains focus on the whole life of service delivery - designs, develops, delivers and operates.
  • Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
  • Service reporting - Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
  • Understanding of service management framework - Has an in-depth understanding of service management principles, processes, methodology.
  • User focus - Understands users and can identify who they are and what their needs are based on evidence.


Excellent Day Rates