Location: Croydon | Manchester (hybrid 60% office attendance)
Salary: £66,229 (London) £62,109 (National) plus skills allowance of up to £11,300 pending assessment
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.
This role offers you the opportunity to join an exciting, fast-paced environment working to deliver ministerial commitments for the benefit of the public. As a Lead Service Manager, you will be a key decision maker, interfacing with Service Architecture & Transition, Service Operations & Programme Portfolio colleagues assuring the delivery of the service/s you are accountable for, liaising with senior internal 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 extensive experience in IT Service Management, using your expertise to direct, advise and support your team. Using your strong knowledge of stakeholder management skills, you will effectively influence change within one of the largest government organisations.
Remote working Where business needs allow, some roles may be suitable for a combination of office and home‑based working. Employees will be expected to spend a minimum of 60% of their working time in the office. While you will be based at a primary office location, there may be a requirement for occasional travel to other office locations.
As the Lead Service Manager, your main day to day responsibilities will be:
* Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
* Identifying appropriate suppliers to deliver services, working with them to agree the approach based on the defined outcomes.
* Effectively engaging with senior stakeholders, to ensure alignment and to manage challenges and escalations from the Service Management teams.
* Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation and having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services.
* Making decisions regarding cost reductions and opportunities based on supplier financial performance.
* Acting as the main escalation point for the wider Service Management team, invoking the Home Office Digital risk escalation process when required and engaging relevant stakeholders in resolution activities.
* Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
* Building effective partnerships across the technology organisation to share best practice, demonstrating leadership qualities by mentoring and line managing members of the community, supporting them to perform to their full potential and driving succession planning.
You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities if required. As well as participating and supporting collaboration initiatives and career development within the IT Operations community, building in‑house capability via a professional community of practice.
Qualifications and skills
You’ll have a demonstrable passion for Service Management, with the following skills or extensive experience in:
* The application of Service Management and agile methodologies and models across a range of services within varying environments.
* Applying your expert knowledge of the various communications channels to effectively engage with stakeholders via the appropriate medium, adapting your approach where required.
* Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be addressed and managed appropriately.
* Acting as the escalation point to directly manage supplier performance against commercial agreements, working with commercial teams to update contracts when required.
* Taking responsibility for service spending, ensuring actual costs are within budget and managing any over/underspend.
Benefits
* A Civil Service Pension with employer contribution rates of at least 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.
* 8 days of public holidays, plus 1 additional privilege day.
* Up to 60% office attendance as required by business needs.
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