The British Embassy in UAE has a vacancy for a Regional Head of IT Service Delivery job grade Senior Executive Officer (SEO) on a fixed-term contract for three (3) years. 

The role may be based in either Abu Dhabi or Dubai. 

Information and Digital Directorate (IDD) is responsible for digital, data, technology, IT security and information management to support the Foreign, Commonwealth and Development Office (FCDO) and UK Government partners on our platform to deliver our diplomatic, development and consular aim. 

Main purpose of job: 

You will be joining FCDO at a time of transformation with the opportunity to shape overseas IT delivery by providing leadership to HEO Regional IT Support Managers (RITSMs) and owning the development of a cohesive regional IT support community. 

As a Regional Head of IT Service Delivery, you will travel across the region to manage relationships between Heads of Mission, Deputy Heads of Mission, senior IDD leaders and our external partners. 

You will conduct regular engagement to elicit diplomatic priorities that may affect IT service delivery, serve as the primary point of contact for IT service-related issues. Together with acting as the ‘front door’ into IDD for regional stakeholders you will facilitate RITSMs development of both technical knowledge and soft skills, augmenting their skills through job shadowing with other regions.  

The FCDO is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We do not discriminate on any basis, including categories protected by law. In keeping with the FCDO’s commitment to disability inclusion in the workplace, hiring managers must incorporate the principles set out in the FCDO Disability Confident scheme job applications in the CBS recruitment process.  Our CBS are recruited by Missions in-country in line with local employment laws. 

Duties and responsibilities: 

• Service Delivery: Ensure the delivery of reliable and efficient IT services in the region. Use qualitative and quantitative management information (MI) to guide interventions and provide direction to all regional IT staff. Drive the delivery of IDD initiatives targeting Posts within the region. Prioritise RITSMs objectives to maximise value of IDD projects whilst maintaining service delivery performance.
• Technology Adoption and Resource Planning: Proactively seek opportunities for Posts within the region to adopt new or existing technologies offered by IDD to enhance the IT service experience. Influence the planning and deployment of IDD resources within the region based on emerging IT service priorities and value for money. Ensure follow-up actions are recorded and directed to the necessary IDD teams for execution.
• Crisis Planning and Risk Management: Assure IT crisis management plans for the region, ensuring they are up-to-date and the IT elements of business continuity plans are in place to minimise disruption due to IT service failures. Responsibility for the management and mitigation of risks that could jeopardise the delivery of reliable and efficient IT services within the region.
• Contract Surveillance: Surveillance of local contracts for the provision of IT services procured locally, ensuring value for money and good governance. Where possible – identify where IDD might have an opportunity to centralise services. Provide advice and guidance to Post on managing commercial contracts for IT services.
• Financial Due Diligence: Execute due diligence and surveillance of local IT spend within the region to identify opportunities to prevent the proliferation of locally managed IT solutions (LMITS); with a specific target of reducing spend on LMITS in favour of approved corporate platforms. 

Candidates who secure a role that is considered specialist/technical, may be required to affiliate to the relevant specialist network, if not already a member. 

The above list is not exhaustive, and the jobholder will be required to be flexible and take on other ad hoc tasks as required. 

Key behaviours required: 

• Leadership: Show pride and passion for public service. Create and engage others in delivering a shared vision. Value difference, diversity and inclusion, ensuring fairness and opportunity for all.
• Communicating and Influencing: Communicate purpose and direction with clarity, integrity, and enthusiasm. Respect the needs, responses, and opinions of others.
• Managing a Quality Service: Deliver service objectives with professional excellence, expertise, and efficiency, taking account of diverse customer needs.
• Delivering at Pace: Take responsibility for delivering timely and quality results with focus and drive.
• Seeing the bigger picture: Understand how your role fits with and supports organisational objectives. Recognise the wider Civil Service priorities and ensure work is in the national interest.

• Proven experience in IT Service Management who can demonstrate the skills outlined for an IT Service Manager within the UK DDaT Profession Capability Framework.
• Experience in IT Service Management for multiple sites.
• Full professional proficiency in English. Able to express ideas and messages clearly and concisely, both orally and in written communication.
• Strong stakeholder management skills.
• Leadership management skills.
• Deep understanding of service management, incident and problem resolution, supplier and financial oversight, and change enablement, all of which are core to the DDaT framework.