Senior Service Manager
Home Office
Apply before 11:55 pm on Wednesday 4th December 2024
Details
Reference number
Salary
London Pay locations: £48,720 - £52,130
Job grade
Contract type
Business area
Type of role
Operational Delivery
Working pattern
Number of jobs available
Contents
Location
About the job
Job summary
The Home Office works to build a safe, fair, and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration, and passports.
The Public Safety Group’s role is to keep the public safe by cutting crime, disrupting the highest harm criminals, protecting the vulnerable and ensuring that our police, fire and rescue services are as efficient and effective as they can be in delivering front line public services. We work with our partners in other government departments, local government, and the voluntary sector to develop and implement policy, provide funding, and deliver legislation.
We are looking for a Senior Service Manager with a strong background and level of experience in IT Service Management, and who enjoys working in a demanding environment. You will be required to use your skills and experience to support the delivery of Mission Critical communications into the Emergency services across Great Britain.
This role offers the opportunity to join an exciting, challenging environment working to deliver ministerial commitments for the benefit of the public.
As Senior Service Manager, you will liaise with senior internal and external stakeholders participate in some of the most cutting-edge skills and topics within information technology.
Job description
As a Senior Service Manager, you will have a strong background and level of experience in IT Service Management, enjoy working in a challenging environment and be proactive and adaptable. Using your strong knowledge and expertise of Service Management, you will effectively manage the performance of third-party suppliers and influence change within one of the largest government organisations. You will be expected to regularly engage with a diverse set of suppliers within the Emergency Services Network (ESN) eco-system and have the opportunity to manage a national critical service.
Training
Training will be provided as part of your continual personal development in areas of ITIL, SIAM, and Operational Delivery.
Location
The London office is currently based at Clive House (SW1H Zone 1). However, the office will be relocating to Stratford (Zone 2/3) with expected relocation by the end of Q1 2025.
Working pattern
Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available.
Key responsibilities
- Supporting users and internal stakeholders via ITSM tooling actively participate in a variety of ITIL service management framework practices and ensure that all suppliers carry out processes to ITIL standards, or those that are defined by ESN .
- Promoting a culture of customer satisfaction, ensuring that the customer receives the highest level of service from managed suppliers through the management of internal and external supplier performance in the interest of the customer.
- Identifying, managing, and escalating service risks and issues appropriately.
- Effectively communicate and collaborate with non-technical and technical stakeholders, third-party and internal suppliers to ensure alignment.
- Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
- Working effectively with stakeholders at all levels both internally and externally, managing stakeholder expectations and showing flexibility to adapt in order to reach consensus.
Mentoring more junior members of the service management community and taking-on line management responsibilities if required.
Person specification
Essential criteria
• Understanding of ITIL service management practices.
• Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
• Understanding how your current work fits into broader ESN contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value.
• Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend.
The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills required for your role:
Strategy and Architecture
• Advice and Guidance
o Specialist Advice (TECH) – level 3
• Business Strategy and Planning
o Financial Management (FMIT) – level 3
o Business Risk Management (BURM) – level 3
Delivery and Operation
• Service Design
o Service Level Management (SLMO) – level 3
Relationships and Engagement
• Stakeholder Management
o Supplier Management (SUPP) – level 3
o Relationship Management (RLMT) – level 3
Desirable criteria
• Managing suppliers to service level agreement where they are in place
• Working independently and being self-motivated and organised.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Changing and Improving
- Making Effective Decisions
- Working Together
Benefits
In addition to your salary, a career with the Home Office offers a range of benefits, including:
- Learning and development tailored to your role.
- A Civil Service pension with an employer contribution of 28.97%.
- In-year reward scheme for one-off or sustained exceptional personal or team achievements.
- 25 days annual leave on appointment, rising with service to 30 days.
- Eight days of public holidays, plus one additional privilege day.
- Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
See more of our benefits on our careers website.
Things you need to know
Selection process details
This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.
- Application – by 4th December 2024.
As part of the application process, you will be asked to complete:
- Personal Statement (maximum 1000 words).
The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.
For guidance and information on how to construct your application (Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website.
2. Sift – commencing 6th December 2024.
The sift will be held on the Personal Statement.
3. Interview – week commencing 6th January 2025.
If you are successful at sift stage, you will be invited to an interview that will be:
- Behaviours (as listed in the job advert)
- Strength based questions.
The interview will take place remotely on Microsoft Teams
Further information
Location preferences
You can select up to two locations in order of preference. Please ensure that these are locations you are prepared to travel to. If you are offered a role at one of your preferred location(s) and you decline, your application will be withdrawn.
Reserve list
A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.
Candidates judged to be a near miss at interview may be offered a post at the grade below the one advertised without the need to go through a further selection process, providing the role has the same Success Profiles elements and essential skills. There is no guarantee that further such vacancies will arise.
Standards
All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.
Additional Security checks
As well as successfully obtaining UK Security Vetting clearance, candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. Further details are included in the Notes to Candidates.
Problems during the application process
If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact hocandidates.grs@cabinetoffice.gov.uk, including the vacancy reference, at least two working days before the vacancy closes. Further information can be found on our website.
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
If you are invited to an interview, you will be required to bring documentation for the purposes of establishing your identity.
You will need to meet the nationality requirements for this role and obtain the necessary security clearance to take it up. For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers
Visa sponsorship
We do not sponsor individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas.
Reasonable Adjustments
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
- Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Home Office Resourcing Centre
- Email : horccampaignteamhsgpsgandmbg@homeoffice.gov.uk
Recruitment team
- Email : HOrecruitment.grs@cabinetoffice.gov.uk
Further information
