Hi, my name is Nazira and I work as a Service Request Fulfilment Manager in the Home Office. I have worked in the Home Office for over twenty years, joining from college after finishing full time education. I want to tell you a bit about my journey and my experience working here.
I was really keen to join the Home Office as I heard it was a great place to work as well as having a fantastic reputation for investing in its people, and I can honestly say I have enjoyed my career journey. During my time here I have worked in several different business areas, including Immigration Enforcement and Border Force, before moving into my current role in IT Operational Delivery.
In my role I lead and line-manage the Request Fulfilment team to ensure end-user technical service requests are fulfilled. This involves owning and continuously developing the service request catalogue, creating accurate and user-friendly workflows to improve the customers experience when requesting IT equipment replacements or reporting issues with equipment/user access. Alongside this, I act as the senior escalation point for the Service Desk, Request Fulfilment team and business stakeholders, resolving complex issues, providing expert guidance, and deputising for the Lead Request Fulfilment Manager when required.
I regularly collaborate with internal and external stakeholders to ensure end-user experience is delivered to the highest level. I produce insight‑driven reporting to support decision‑making and drive continual service improvement, embedding enhancements into IT support operating models. I also play a key role in onboarding new and updated services, ensuring IT Support teams are fully trained and operationally ready.
As a parent with young children, I love the flexibility of working for the Home Office. I can manage my own working week between time spent in the office with my colleagues and also working from home. There is a real emphasis on supporting your work life balance.
The Home Office is a great place to work. In my experience, you’ll find a diverse bunch of colleagues and a great atmosphere. There are also a wide range of development opportunities to help grow your career at your own pace.
