IT Service Management Professionals Ref.1682

IT, Science & Technical
Central London
Full Time
£34,366 to £37,152

Whatever your role at MI5, you will be contributing to protecting the UK from threats to national security, including terrorism and espionage.

Our IT services department is crucial to keep business-critical services running. We are offering an exciting opportunity to join this busy team, where you will use your skills to support MI5’s work. We are looking for individuals who possess strong customer service skills and have a passion for IT, who also have a desire to learn and develop within IT service management. You will bring experience of one or more of the roles on offer, and in return we offer you the unique opportunity to develop a career within our innovative IT service management department.

The Roles

We have the following roles available within our IT service management department:

  • Change, Release, Problem or Incident Analyst
  • Hardware Asset Management

In this development programme, you will have the chance to carry out six-month rotations of these roles over a two-year period. This is a fantastic opportunity to gain an understanding of our IT organisation, and to learn and develop your skills. After the two years you will be well-placed to develop your IT service management career, and we will support you with training to accomplish this.

Key Responsibilities

Depending on the role, your responsibilities will vary but you can be sure you will be part of a supportive team and provided with an opportunity to develop your technical and customer service knowledge for a rewarding career within MI5. As part of the roles, you’ll be required to:

  • Build a good customer relationship with end users and deliver excellent customer service;
  • Handle IT incidents and service requests within agreed SLAs (Service Level Agreements).  Identify & escalate major incidents up the IT Services Management chain to ensure the Major Incident process is employed.
  • Liaise regularly with other IT support teams, including partners in other UK intelligence community agencies; to ensure they are up to date and informed;
  • Contribute to the overall development and improvement of the processes you are driving, or other processes that you interface with;
  • Support a wide variety of customers, developers and partners;
  • Use ITIL knowledge and experience to support and mentor junior staff

The Person

We are looking for enthusiastic individuals with excellent verbal and written communication skills. Service management professionals need to work cooperatively as part of a team and will deal directly with customers, so you will also need strong interpersonal skills. You will thrive in sometimes high-pressure environments, prioritising and remaining focussed under challenging circumstances.

We are looking for people who can demonstrate:

  • An interest in computers and computing is essential - we would expect you to have already worked in an IT support organisation, or been the primary support person for at least a small business.
  • Interest is delivering great customer service is also essential - taking pride in understanding the needs of your customer, making a promise and delivering on that promise is key.
  • ITIL foundation or exposure to Service Management principles either through a previous course of study or work experience.
  • Professional Problem Solving and Decision-Making experience is helpful, and training with coaching is available.
  • We expect you to have some experience in one or more of the following IT Service Management Processes:
  • Incident Management
  • Problem Management
  • Asset and Configuration Management
  • Change Management
  • Release Management

Most importantly, you should be passionate about IT and enthusiastic about developing your career in IT service management.

Recruitment Process

The first thing we will ask you to do is complete our pre-screening questions to find out if you meet our initial criteria. If you do meet these criteria we will then ask you to begin an application.

You will need to create a log in and provide your full name, email address and a memorable password. Once you have successfully created a personal account, you will be required to complete an initial registration form, providing contact details and equal opportunities monitoring information.

You will then be invited to upload your CV and complete an online application form. Our recruitment team will conduct a sift of your application. Successful applicants will be invited to a telephone interview, which will explore your background, experience and motivation to work for MI5.

If you are successful at the telephone interview stage, you will be invited to attend an assessment centre in London to explore your suitability for one of the Service Management roles on offer. If you successfully pass this stage you will be made a conditional offer of employment. This offer is made on the condition that you pass the Developed Vetting (DV) stages of the process, which will include a security interview with one of our vetting officers.

You should read about the vetting process and satisfy yourself that you meet the criteria outlined in the vetting pages of the How to Apply section prior to submitting an application. Giving misleading information or omitting or concealing information during the recruitment and vetting process is viewed very seriously. You should ensure that you follow our guidance from when you apply.

Guaranteed Interview Scheme

As part of our commitment to the “Disability Confident” scheme we offer an interview to all candidates with a disability who meet our minimum criteria for the job vacancy that they are applying for. This is known as the Guaranteed Interview Scheme (GIS).

Along with the standard eligibility requirements for this post, your application will be assessed on how far you meet the job requirements. Your application must score the minimum amount of points set. On successful completion of this stage, you will be invited to interview. This will normally be a telephone interview and is our guaranteed interview.

Eligibility Criteria

To be eligible to apply, you must meet our residency criteria. You must be a born or naturalised British citizen and one of your parents must be a British citizen or have substantial ties to the UK.

Candidates must normally have been resident in the UK for nine out of the last ten years. This is particularly important if you were born outside the UK. However, we will still consider you if you’ve served overseas with HM Forces or in some other official capacity as a representative of Her Majesty’s Government, studied abroad, or lived overseas with your parents.

Due to vetting requirements, you will need to be 18 years old, or above, to apply. Your application may take around six months to process.

Owing to the sensitivity of our work, we do not publicly disclose the identities of our staff. Discretion is vital. You should not discuss your application, other than with your partner or a close family member.

The Security Service is committed to reflecting both equal opportunities and the society we protect. We particularly welcome applications from women and Black, Asian and minority ethnic candidates.

This Program / Vacancy is closed to applications.