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Service Design (SM)

Closing date for applications: 25/01/2022
OVERVIEW OF ROLE
Specialist role
 Service manager
Summary of the work
 We are developing a sector leading digital service and seeking to appoint an experienced service design partner to create new processes around the needs of users, using a range of best practice IT management methodologies and to facilitate the adoption of these new ways of working.
Latest start date
 01/02/2022
Expected contract length
 Approximately six months but with potential for extension
Location
 London
Organisation the work is for
 Westminster City Council
Maximum day rate
 Please specify required day rate
ABOUT THE WORK
Early market engagement
Who the specialist will work with
 The specialist will work closely with the IT and Digital Review team and will report directly to the Programme Manager. The role will involve regular conversations with the Chief Digital and Innovation Officer as well as contact with members of the executive leadership team as required. The project requires close working with our IT team (currently a bi-borough team) as well as wider stakeholders.
What the specialist will work on
 Discovery and User Research – Reviewing current processes. Understanding user needs linked to Target Operating Model and visionPrototype – Develop journeys/processes for future service including relevant documentation e.g.journey and process mapsDevelop artefacts – A full suite of documents including:templates, drawings, boilerplate documents to support the process & business continuity. Investment analysis - Identify investment and resources required Adoption/Skills transfer – Work with the team to ensure new processes are adopted- solving problems; developing measures/reporting; ensuring that skills and knowledge are transferred Initial set of processes include: Portfolio&Demand management; Service continuity management; Service level management; Software development&management; Knowledge Management.
WORK SETUP
Address where the work will take place
 Westminster City Hall, 64 Victoria Street, London, SW1E 6QP
Working arrangements
 Remote working is embedded into the organisation however the specialist will be expected to be on site as required e.g. key meetings and workshops (Covid restrictions dependent)
Security clearance
ADDITIONAL INFORMATION
Additional terms and conditions
EVALUATION CRITERIA
How many specialists to evaluate
 5
Cultural fit criteria
 -Embed itself within the team and fully understand the vision for the department -Challenge the status quo -Use plain english to communicate with stakeholders particularly those with low technical expertise -Be transparent and collaborative when making decisions -Encourage a learning culture - coaching team members to be a leader in their field and take ownership -Put residents and users at the heart of the work -Work closely with the Department Leadership team to share knowledge and expertise for key issues
Assessment methods
Evaluation weighting
 Technical competence 40% Cultural fit 20% Price 40%
EXPERIENCE
Essential skills and experience
  • Experience of a range of IT best practice methodologies and implementing best fit in line with organisation needs
  • Knowledge of service design methodologies. The fusion of service design and IT best practice skills and experience is essential. -Experience of engaging staff through service design process and delivering effective workshops
  • Experience of engaging staff through service design process and delivering effective workshops
  • Expertise in implementing a product based models and associated processes in IT/digital teams
  • Develop user journeys and processes that meet service needs and provide an excellent experience
  • Ability to both understand user needs and develop services that deliver against strategic aspirations
  • Develop measures and metrics to continually improve and iterate processes
  • Ability to deliver a full suite of documents including templates, drawings and boilerplate documents to support the process as well as business continuity
  • Experience of working with teams to ensure new processes are adopted and problem solve/adapted where required. This could include developing measures, metrics, reporting and education/coaching sessions
  • Excellent communication and stakeholder management skills at all levels including executive leadership
  • Ability to deliver in a changing environment and manage uncertainty
Nice-to-have skills and experience
  • Experience of service design in the local government or wider public sector environment
  • Initial scope includes the following services: Portfolio and Demand management; Service continuity management; Service level management; Software development and management; Knowledge Management. Experience around these is desirable
EXPRESS INTEREST
Closing date for applications: 25/01/2022

Service Design (SM)

Closing date for applications: 25/01/2022


Specialist role:

Service manager

Location:

London

Organisation:

Westminster City Council

Maximum day rate:

Please specify required day rate
FULL DETAILS / EXPRESS INTEREST HERE
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