Capacity Manager (DM)

Closing date for applications: 13/05/2022
Specialist role
Delivery manager
Summary of the work
Capacity Manager will lead on all areas of the new platform, capacity design and testing, from defining Operational Readiness Strategies, Planning, and executing performance tests with the support of the test engineers. This will ensure the capacity of the new environments taking into account the components' performance limits.
Latest start date
Expected contract length
12 months
No specific location, for example they can work remotely
Organisation the work is for
Maximum day rate
Early market engagement
Who the specialist will work with
The specialist will work within a large team to deliver the Contact Centre Modernisation Programme.
What the specialist will work on
As Senior Capacity Manager in the Call Centre Modernisation Programme you will provide technical consultation for the preparation and implementation of Digital Products and Service support policy and procedures. Use strategic insight for Capacity management and planning to provide advice on growth, capacity and performance and reporting on the SLA performance of Products and Services. Develop, implement and manage a workable capacity management policy, particularly taking account of changing customer requirements.
Address where the work will take place
5 days a week, aligned to a DWP Technology hub and adherence to DWP Hybrid Working Policy. Technology Hubs are; - Manchester, Leeds, Kings Court Sheffield, Newcastle, Birmingham or Blackpool.
Working arrangements
In line with DWP's Hybrid Working policy - The expectation is that the candidate will be based in an office 40% of the working week, 2 days.
Security clearance
Additional terms and conditions
How many specialists to evaluate
Cultural fit criteria
-Evidence and experience of delivering at pace, with minimal supervision -Sharing knowledge and experience with other team members -Work with stakeholders with limited technical expertise -Experience of working in a culturally diverse working environment with a broad mix of contractors and internal personnel
Assessment methods
Evaluation weighting
Technical competence 40% Cultural fit 10% Price 50%
Essential skills and experience
  • Responsible for the protection of live services, managing the delivery of capacity and performance related preventative measures and/or restoration of services and live product support
  • Own, maintain and manage Capacity Management process and procedures
  • In-depth understanding of the evolving nature of capacity and performance related risks affecting services and product support in line with our overall Disaster Recovery and Digital Service Management processes/policies
  • Manage suppliers to ensure that the services they provide meet their agreed standards in respect of capacity and performance
  • Statistical reporting and predictive capabilities, taking ownership of any escalations and negotiation of any major capacity related issues
  • Provide strategic input into the annual budgeting and planning process and contribute solutions to possible resource conflicts
  • Define, own, and manage Capacity Management policy & procedures, any associated equipment and diagrams, providing diagnostic support for users
  • Co-ordinate and provide technical consultation to Digital Project Managers
  • Translate technical requirements into terms that can be understood by Service Management
Nice-to-have skills and experience
  • Ensure an agreed technical infrastructure for the implementation of changes to Digital services and their environments
  • Experience of Solution Architecture Principles and Contact Centre Designs and operations

Closing date for applications: 13/05/2022

Capacity Manager (DM)

Closing date for applications: 13/05/2022

Specialist role:

Delivery manager


No specific location, for example they can work remotely



Maximum day rate:


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