Defence Digital Business Relationship Manager

Job content

SHAPE, Mons, Belgium

Job Summary

Would you like to use your IT knowledge, skills or technical qualifications to make a difference and help our customers deliver Defence operations, military capability and support?

Would you like to further, or gain your Site Coordinating Installation Design Authority (SCIDA) qualifications, through fully supported training and development?

Defence Digital ensures our Armed Forces remain among the most technologically advanced in the world. We do this by putting innovative and effective technology into the hands of over 200,000 users, from the boardroom to the front line.

We lead on cutting-edge data science, automation, and cyber-security at scale. Our mission goes beyond the battlefield by leading humanitarian efforts and driving digital innovation that impacts lives across the globe.

Defence Digital forms part of Strategic Command which manages the MOD’s joint capabilities for the Army, RAF, and Royal Navy.

▶ Watch to find out more about what we do.

Passionate about using your skills to make a critical difference? Your next career move could be here.

This position has a tour length of 3 years, with a possible extension of a further 2 years.

This position is advertised at 37 hours per week.

Job Description

The Customer Services Europe team sits within the MOD’s Defence Digital (DD) organisation and performs a key role providing first line customer engagement, proactively building relationships and enhancing access to Defence Digital services.

Working alongside DD colleagues, you’ll ensure that providers, internal and external, deliver the contracted or agreed service levels, whilst providing Information and Communication Technology (ICT) support across the portfolio of DD delivered services at Defence sites across Europe.

You’ll become responsible for ensuring installation design compliance in line with legislation, policy and departmental guidance which protects MOD staff safety, as well as data in operational and business environments, from inadvertent emanation, possible interception and loss of service.

This role will require frequent travel to our sites dispersed throughout Europe, often at short notice, including overnight stays away from home, in support of incidents, equipment programmes and customer change.

Responsibilities

• Providing ‘first line’ customer support, advice and engagement across the portfolio of DD delivered services and managing the resolution of customer issues.
• Establish and maintain long term relationships with key internal and external stakeholders and reviewing the performance of DD services with customers to help identify and implement continuous improvement.
• Responsible for ensuring installation design compliance in line with legislation, policy and departmental guidance.
• Support the DD SCIDA objective in delivering a co-ordinated and coherent SCIDA service at the Defence Enterprise level. Maintaining an audit programme of installed equipment to ensure continued compliance.
• Providing direction and guidance to projects ensuring that MOD is receiving value for money, whilst adhering to regulations.
• Act as task manager for “single tower” (simple) projects and assist project and technical professionals in the delivery of Non-Standard Service Requests.
  
  

If you need to contact Defence Business Services (DBS) regarding this vacancy, please indicate that your vacancy is being handled by Resourcing Team 1. If you experience any technical difficulties with the CS Jobs system, please contact the Support Team at candidate@support.oleeo.com

The Customer Services Europe team sits within the MOD’s Defence Digital (DD) organisation and performs a key role providing first line customer engagement, proactively building relationships and enhancing access to Defence Digital services.

Working alongside DD colleagues, you’ll ensure that providers, internal and external, deliver the contracted or agreed service levels, whilst providing Information and Communication Technology (ICT) support across the portfolio of DD delivered services at Defence sites across Europe.

You’ll become responsible for ensuring installation design compliance in line with legislation, policy and departmental guidance which protects MOD staff safety, as well as data in operational and business environments, from inadvertent emanation, possible interception and loss of service.

This role will require frequent travel to our sites dispersed throughout Europe, often at short notice, including overnight stays away from home, in support of incidents, equipment programmes and customer change.

Responsibilities

• Providing ‘first line’ customer support, advice and engagement across the portfolio of DD delivered services and managing the resolution of customer issues.
• Establish and maintain long term relationships with key internal and external stakeholders and reviewing the performance of DD services with customers to help identify and implement continuous improvement.
• Responsible for ensuring installation design compliance in line with legislation, policy and departmental guidance.
• Support the DD SCIDA objective in delivering a co-ordinated and coherent SCIDA service at the Defence Enterprise level. Maintaining an audit programme of installed equipment to ensure continued compliance.
• Providing direction and guidance to projects ensuring that MOD is receiving value for money, whilst adhering to regulations.
• Act as task manager for “single tower” (simple) projects and assist project and technical professionals in the delivery of Non-Standard Service Requests.
  
  

If you need to contact Defence Business Services (DBS) regarding this vacancy, please indicate that your vacancy is being handled by Resourcing Team 1. If you experience any technical difficulties with the CS Jobs system, please contact the Support Team at candidate@support.oleeo.com

Person specification

Essential criteria: You’ll need knowledge, skills or experience in IT design compliance and IT installation and be able to use these in a customer service, configuration management and small-scale project delivery environment.

You’ll also need the ability to work in a complex multi-national environment and you’ll have a great team that can support and guide you.

Development: We’ll support you to develop Site Co-ordination Installation Design Authority (SCIDA) knowledge and provide further learning and development opportunities, within your field and beyond.

We’ll enable you to provide operational support and mission assurance, with a strong, practical and convincing determination to communicate the advantages of the Defence Digital strategy but you’ll need to be self-starting, collaborative, dynamic and demonstrably ambitious, even visionary, about excellent customer service!

If you are successful at interview, you will be required to undergo pre-employment checks including Developed Vetting. These are prerequisites for taking on the role and, as such, you should have no restrictions on attaining these.

Licences

Full UK Driving Licence is essential, as this role requires regular travel to MOD customers across Europe.

Evidence will be required at interview.

All qualifications, licences or memberships declared must be held at point of application and if applicable be in date. Equivalents will not be accepted.

Qualifications

BTEC or HNC/HND in electrical/electronic engineering or related subject or demonstrable relevant experience.

Evidence will be required at interview.

All qualifications, licences or memberships declared must be held at point of application and if applicable be in date. Equivalents will not be accepted.

Behaviours

We’ll assess you against these behaviours during the selection process:

• Leadership
• Seeing the Big Picture
• Making Effective Decisions
• Communicating and Influencing
  
  

Technical skills

We’ll assess you against these technical skills during the selection process:

• Stakeholder relationship management (IT operations)
• User focus
  
  

Alongside your salary of £36,530, Ministry of Defence contributes £10,582 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Discover My Benefits:

Please follow the link to visit the Discover My Benefits site which showcases the benefits and discounts offered when working as a civilian for the MOD. https://discovermybenefits.mod.gov.uk/civilian/

Our Benefits Include:

• Learning and development tailored to your role with a dedicated minimum of 5 days per year.
• 25 days paid annual leave rising (by 1 day per year) to 30 days upon completion of five years’ service.
• Ability to roll up to 10 days annual leave per year.
• In addition to eight public holidays per year, you will also receive leave for HM The King’s birthday.
• A Civil Service pension.
• Parental and Adoption Leave.
• Discounts on a range of services within and external to the civil service – Defence Discount Service, Civil Service societies for Sports and Leisure, Healthcare, Insurance, Motoring, Company discounts with Virgin, Vodafone, and Microsoft Office.
• In year rewards and ‘thank you’ schemes such as vouchers and gift cards.
• A culture encouraging inclusion and diversity.
  
  

This post does not offer any assistance with Relocation Allowances.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

This is an established MOD post within SHAPE which is a NATO base. Due to the provision of the NATO Status of Forces Agreement (SOFA) any Non-Married dependent/partner will not be eligible for either NATO medical/dental facilities or Service Furnished Accommodation (SFA).

Equality and Diversity

Our people are at the heart of everything we do at Defence Digital. It’s vital that our workforce reflects the diversity of both our audience and the wider society in the UK, so we’re proud to be an equal opportunities employer and we actively seek candidates from diverse backgrounds and communities.

Defence Digital operates an organisation model in which every individual belongs to a Government Profession. The successful applicant will be posted into one of the defined Government Professions on Standard Terms of Reference for the grade. Defence Digital reserves the right to move individuals between roles, within their allocated profession, to meet the needs of the business and in support of agile resourcing.

Strategic Command is going through a significant transformation programme which aims to improve the way the Command conducts its business and delivers for Defence and the nation. As a consequence of this, all posts within Strategic Command Headquarters and in time the wider organisation, are/will be subject to review and potential changes as we continuously improve across the period of the transformation programme. These changes may be minor or could be more substantive and will generate new opportunities. Throughout, the Command’s transformation programme is committed to following the MOD’s framework on managing and supporting people through the change process and places an emphasis on early and open consultation and engagement with the Command’s personnel and Trade Unions.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

To apply please complete the CV template provided on the CS Jobs dashboard, ensuring it highlights your relevance to the essential criteria listed in the person specification.

It is essential that all applicants provide a personal statement (max 1250 words). This is assessed against your responses to the questions listed below.

Each One Will Be Scored And Make Up Part Of Your Overall Score To Assess Your Suitability To Be Invited To Interview:

• Describe your practical experience of applying engineering or SCIDA qualifications to deliver projects or services, in a complex ICT context.
• Describe a time when a situation has changed rapidly and you’ve needed to make or support decisions in response to an emerging issue(s), identifying and communicating solutions, to minimise disruption to ICT services.
• From your own knowledge and experience, demonstrate how you work collaboratively across a wide range of internal and external stakeholders with varying levels of technical ability, and how you have adapted to fast paced changing priorities.
  
  

If We Are In Receipt Of a High Number Of Applications, We Will Sift The Personal Statement On The Following Essential Criteria Only:

• Describe your practical experience of applying engineering or SCIDA qualifications to deliver projects or services, in a complex ICT context.
  
  

Interviews

We’ll assess you against these behaviours, technical skills and experience during the interview process:

Behaviours

• Leadership
• Seeing the Big Picture
• Making Effective Decisions
• Communicating and Influencing
  
  

When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.

Technical Skills

• Stakeholder relationship management (IT operations)
• User focus
  
  

The Digital, Data and Technology Profession Capability Framework used in this vacancy can be found at: Business relationship manager - Government Digital and Data Profession Capability Framework

Experience

• You will be asked questions regarding your relevant technical experience for the role.
  
  

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points-based system, where a role has been deemed to be business critical.

The role currently being advertised has not been assessed as business critical and is therefore 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.

The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigation’s can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.

MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights. 

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Defence Digital Talent Acquisition Team
• Email : ukstratcomdd-hr-talentacqdel@mod.gov.uk
  
  

Recruitment team

• Email : DBSCivPers-ResourcingTeam1@mod.gov.uk
  
  

Further information

Please see Further Information document attached.