IT Service Manager at FCDO, London, 12 Months, £Contract Rate

  • Contract Spy
  • London, UK
  • May 10, 2022
6 Months or more

Contract Description


IT Service Manager Inside IR35

Contract Term: 18 – 24 months

Contracting Authority: The Foreign, Commonwealth & Development Office

Location: London

The Foreign & Commonwealth Office (FCO) and the Department for International Development (DfID) merged on 1 September 2020 to form the Foreign, Commonwealth & Development Office (FCDO).

The FCDO pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK 's security, defend our values, reduce poverty and tackle global challenges with our international partners.

The FCDO are launching their new Cloud based Enterprise Resource Planning system Hera. This is a flagship programme under the Governments Shared Services Strategy. As the programme completes its first release, we are looking for a number of contractors to fill critical roles in the Service Team.
The IT Service Manager (ITSM) is responsible for service management across HSF platforms, channels and services. You will be the primary point of contact for the daily operations and service mana0gement provided by our contracted run partner. And corresponding service availability, performance and process maturity.

As an IT Service Manageryour main responsibilities would be: 

  • Manage the relationship and delivery of those Service Delivery, Operations and Management aspects of HSF that are contracted out to our Run Partner (Capgemini).  This includes all production systems, environments and integrations.
  • Manage the IT Service Delivery (SD) and Service Management (SM) of any HSF service areas that are not contracted out to our Run Partner. 
  • Manage the Service Management of any tools supporting HSF which are not managed by our contracted Run Partner.  These may include an environment snapshot tool, an automated testing tool, plus a few others.
  • Act as the initial point of contact and escalation regarding Service Management matters for all Suppliers who have an impact on the Hera Service (Run Partner, Oracle, others), IDD, other areas of HSF.
  • Maintain the service catalogue, SLAs, OLAs, oversee and consolidate service reports from IDD and Capgemini.  In collaboration with other HSF colleagues and supported by the HSF Operations team.
  • Act as an escalation and coordination point on behalf of HSF for Major Incidents and Problem Management, in collaboration with IDD, our Run Partner and other colleagues.
  • Act as the initial HSF point of contact and escalation for issue relating to all technical aspects of the platforms including environment planning and management, change and release management, configuration management, asset management, integrations, technical knowledge management.
  • Coordinate with other areas of IDD on activities and systems upon which HSF is dependant, such as changes to the wider FCDO infrastructure, devices, governance. 
  • Participate in, and potentially chair, the Hera Change And Release Board (HCARB).
  • Attend and contribute to other governance forums as required including Design Authority, Service and Supplier Performance Reviews.
  • Engage and participate in continual service improvement, service optimisation, customer satisfaction.
  • Identify, and raise visibility of risk via the appropriate processes and support risk mitigation as appropriate. 
  • Work collegiately and collaboratively with colleagues (including contractors), stakeholders, partners and related organisations.  In particular the HSF Delivery Managers, Test Manager and Service Desk manager/lead.


You’ll have relevant experience in:

  • Experience providing high quality Service and Delivery Management for a portfolio of platforms and services, delivering into enterprise-level production environments.
  • Experience of managing internal and external DDaT and ICT delivery partners.
  • Strong communication and relationship management skills.
  • Demonstrable skills and experience aligned with the DDaT Role Profile for “Senior IT Delivery Manager” (Annex A)
  • Line Management experience

Desirable experience:

  • Recognised qualification/accreditation in Service Management Framework, e.g. ITIL.



Please be aware that this role can only be worked within the UK and not Overseas.