Location: Croydon (hybrid with 60% office attendance)
Salary: £50,182 plus skills allowance of up to £8,300
Advert Close: 7th April 2026
Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.
Homeland Security Group's mission is to reduce homeland security risks to the UK’s people, prosperity and freedoms. This includes risks from terrorism, state threats, economic crime and cyber‑crime.
As a Senior Service Manager for Home Office Digital’s Homeland Security Group (HSG) Portfolio, you will liaise with internal and external, senior and 3rd party stakeholders who are involved in some of the most cutting‑edge skills and topics within information technology.
You will have a strong background and experience in IT Service Management, enjoy working in a fast‑paced environment and be proactive and adaptable. Using your strong knowledge and expertise, you will effectively influence change within one of the largest government organisations and have the opportunity to manage national critical services.
You will interface with Service Architecture & Transition, Service Operations & Programme Portfolios to assure the delivery of the service(s) you are responsible for, ensuring the quality of the service being delivered meets the business needs.
Key responsibilities
* Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
* Managing and working effectively with a range of stakeholders (including frontline staff, suppliers and the police), managing stakeholder expectations and showing flexibility to adapt to reach consensus.
* Effectively communicate and collaborate with non‑technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
* Maintaining a working knowledge of a high volume of projects and change programmes both in the pipeline and in delivery with respect to the specific customer organisation.
* Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
* Reviewing supplier financial performance including invoice validation to identify cost reduction opportunities.
* Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
Essential skills criteria
You’ll have a demonstrable passion for Service Management, with the following skills:
* Understanding Service Management and agile methodologies and models.
* 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 Home Office, Homeland Security and Enterprise Services 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.
Why work for us...
Find out more information at: benefits - Home Office careers, but some of the primary ones are:
* 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.
* 8 days of public holidays, plus 1 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.
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