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Capacity Manager

3 Incomplete applications

3 SME, 0 large

9 Completed applications

8 SME, 1 large

Important dates

Friday 6 May 2022
Deadline for asking questions
Tuesday 10 May 2022 at 11:59pm GMT
Closing date for applications
Friday 13 May 2022 at 11:59pm GMT


Specialist role
Delivery manager
Off-payroll (IR35) determination
Supply of resource: the off-payroll rules will apply to any workers engaged through a qualifying intermediary, such as their own limited company
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
Monday 30 May 2022
Expected contract length
12 months
No specific location, for example they can work remotely
Organisation the work is for
Maximum day rate

About the work

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.

Work setup

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 information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

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.

How suppliers will be evaluated

All suppliers will be asked to provide a work history.

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
Additional assessment methods
  • Interview
  • Scenario or test
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is there an incumbent?