Knowledge & User Experience Manager
The purpose of the Knowledge & User Experience Manager is to identify knowledge sharing needs and manage the knowledge sharing process and tools within Live Services. The Knowledge Manager is responsible for designing and managing knowledge sharing tools and processes to ensure ease of access to knowledge bases and act as a knowledge management SME across DS&T.The Knowledge Manager is also responsible for understanding the knowledge requirements of different DVSA users and ensuring that they have the appropriate knowledge to improve their experience with IT Services. The Knowledge Manager will therefore build an understanding of how different DVSA users operate and feedback into Live Services for input into service improvements.When applying for this assignment please ensure that your CV demonstrates how you have specifically done and/or applied service management or service delivery background to the knowledge and user experience manager.Knowledge Management - Activity may include:·Establish and communicate the Live Service knowledge management strategy.·Partner with the business to proactively identify the knowledge sharing needs of the user base, focusing particularly on frequently made requestsby different user groups·Use knowledge of DVSA user groups to identify opportunities for services improvement or tailoring·Define requirements for the knowledge sharing technology/process and supervise the maintenance of the tool/data to address the changing needs of the user base.·Define and regularly update the architecture and requirements for the knowledge management/sharing system solution.·Recommend and assist in the development of policies, procedures, standards and templates that can help standardise knowledge gathering and distribution.·Ensure that uniformly recognised and accepted data definitions are developed and applied throughout the organisation.·Take responsibility for planning effective knowledge storage, sharing and publishing within Live Service.·Maintain effective relationships with the business to identify changing needs or data sources on a pro-active basis.·Provide guidance, coaching, direction and support of Knowledge Sharing discipline.·Work with Incident and Service Managers identify user trends, incidents and user requests.Work closely with Service Introduction and Design to ensure its and the Operational Function’s knowledge management needs are met
User Experience & Stakeholder Engagement·Engage with users across the DVSA to build an understanding of the different types of DVSA users and their different knowledge requirements·Ensure that users have access to the appropriate knowledge and know where to find it·Feedback knowledge of different user types and activities to Service Improvement process to help identify any differing service requirements
Talent Management & Development·Execute management responsibilities effectively and in line with DVSA policies and processes; working with, leading and acting as a role model for team members and colleagues in line with Civil Service values.Determine and plan their team requirements, including allocating resources and prioritising activities, over the short to medium term by fully understanding the business environment in which the team operates, the overall team objectives, ensuring their team fully understands and works to these requirements.
Leadership·Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.·Work in collaboration with other managers across all functions for the good of DVSA and to create a high performing and well respected Agency.
Relationships - Internal - External·Reports directly to Head of Service Management [GD7] ·Liaise with relevant internal departments to ensure that internal and external customer needs are met and that these requirements are fully communicated throughout the business.·Communicate with all major internal stakeholders to understand and meet their business objectives·Ensure good relations and communications with all members of the team and responding politely and in a timely fashion to internal customers.·Regular engagement with suppliers in the development and monitoring of IT services, working closely with the vendor management function·Ensure good relations and communications with all members of the team and responding politely and in a timely fashion to external customers·Communicate with all major external stakeholders to understand and meet their business objectives.·Represent the Agency externally, where requested/required as subject matter expert, (e.g. at networking events, conferences and exhibitions) to enhance and strengthen the Agency’s profile.
Qualification requirementsDesirable·ITIL V3 ExpertSkills and ExperienceThe post holder should have a minimum of 3 years’ experience in a Service Management environment, specifically with Knowledge Management.Essential·In depth experience of Knowledge Management·Experience of working in a complex multi-vendor supply chain with a mix of internally and externally sourced service provision.·Management experience of working in a major IT service organisation in the public sector; Experience with Project Management in an Agile environment would be advantageous.
Civil Service Competency Framework
Seeing the Big Picture·Develop an understanding of own area’s strategy and how this contributes to Departmental priorities·Actively seek out and share experience to develop understanding and knowledge of own work and of team’s business area
Changing and Improving·Regularly review procedures or systems with teams to identify improvements and simplify processes and decision making·Find ways to improve systems and structures to deliver with more streamlined resources
Making Effective Decisions·Recognise patterns and trends in a wide range of evidence/ data and draw key conclusions, outlining costs, benefits, risks and potential responses·Identify a broad range of relevant and credible information sources and recognise the need to collect new data when necessary from internal and external sources·Recognise scope of own authority for decision making and empower team members to make decisions
Leading and Communicating·Continually communicate with staff, helping to clarify goals and activities and the links between these and the Departmental strategy ·Role model enthusiasm and energy about their work and encourage others to do the same·Communicate in a straightforward, honest and engaging manner with all stakeholders and stand ground when needed·Continually communicate with staff, helping to clarify goals and activities and the links between these and Departmental strategy
Collaborating and Partnering·Establish relationships with a range of stakeholders to support delivery of business outcomes
Achieving Commercial Outcomes·Work with commercial experts in engaging effectively and intelligently with delivery partners in order to define and/or improve service delivery ·Consider, in consultation with commercial experts, alternative ways of working with partners and contractors to identify more efficient outcomes, balancing cost, quality and turn-around times ·Gather and use evidence to assess the costs, benefits and risks of a wide range of delivery options when making commercial decisions
Please refer to the Civil Service Competency Framework Level 3 for further information.
Any Other requirementsPresence at the DVSA Bristol HQ, with regular UK travel being required to DVSA locations across UK (notably Nottingham, Swansea, Leeds and Newcastle) and London to meet external stakeholder and suppliers, this may require overnight stays.The successful candidate will have a valid Disclosure of Scotland or be willing to apply for one on CV submission. Please Note: The lower pay rate advertised in this job description is the PAYE daily pay rate. The higher pay rate advertised in this job description is the highest Umbrella Company daily pay rate that the client is willing to pay up to.
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