DDaT - Metis - Senior Service Manager Liverpool, England
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About the job
Job summary
The first duty of the government is to keep citizens safe and the country secure. The Home Office has been at the front line of this effort since 1782. As such, we play a fundamental role in maintaining the security and economic prosperity of the UK.
Digital Data and Technology (DDaT) enables the Home Office to keep the UK safe and secure. We design and build the services that help people apply for visas or passports; support policing and counter-terrorism operations; and protect the UK’s borders.
This is an exciting time to be at the Home Office. You’ll have a chance to shape the future and support our mission to deliver exceptional public services that work for everyone.
Our work is guided by these principles:
- we put user needs first
- we value delivery and outcomes over process
- we work in the open
Our flexible working policy ensures a healthy work-life balance. We also nurture talent and offer a broad range of learning and development opportunities that will help you flourish in your role.
We work hard to maintain a positive working culture and are committed to helping you fulfil your potential. We value diversity and provide an open, inclusive and supportive environment to help you do your best work.
Job description
This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of the public. As a Senior Service Manager, you will liaise with senior internal and 3rd party stakeholders who are involved in some of the most cutting-edge skills and topics within information technology.
As a Senior Service Manager, you will have a strong background and level of experience in IT Service Management, enjoy working in a fast-paced environment and be proactive and adaptable. Using your strong knowledge and expertise of Service Management, 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 Portfolio colleagues to assure the delivery of the service/s you are responsible for. You will also work closely with both internal and external technical teams to ensure the quality of the service being delivered meets the business needs.
Recruitment and Retention Allowance
This post is eligible for a DDaT RRA. Successful Candidates with exceptional skills and experience may be assessed for RRA between £3,000 - £8,300. This allowance is subject to an initial review within six months of taking up the post and thereafter an annual review in-line with departmental priorities and could be reduced or withdrawn at any time.
Due to the busy nature of this role, the successful candidate will be required to work full time hours and candidates should take this into consideration when submitting their application.
Person specification
Your main day to day responsibilities will be (but not limited to):
- Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers.
- Managing internal and external supplier performance in the interest of the customer.
- Using your experience of stakeholder management to effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
- 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.
- Identifying, managing and escalating service risks appropriately.
You will also be expected to carry out the following day to day activities:
- Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
- Working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt in order to reach consensus.
- Building effective partnerships with peers across the technology organisation.
- Ensuring that all suppliers carry out processes to ITIL standards, or those that are defined by DDaT.
- Representing customers in Service Readiness reviews and assessments.
- Promoting a culture of customer satisfaction.
- Mentoring more junior members of the Service Management community, and taking on line management responsibilities if required.
- Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Essential Criteria
You’ll have a demonstrable passion for Service Management, with the following skills or strong experience in:
- 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 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 under-spend.
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:
- Advice and Guidance
- Business Strategy and Planning
o Business Risk Management (BURM) - level 3
Delivery and Operation
- Service Design
Relationships and Engagement
- Stakeholder Management
o Relationship Management (RLMT) – level 3
Desirable Criteria
Ideally you will also have the following skills or some experience in:
- Working in a SIAM model.
- Working in an Agile project delivery environment.
- Driving continual service improvements through the measurement and challenge of services and processes, tools and capability.
- Managing suppliers to SLAs where they are in place.
- Working independently and being self-motivated and organised.
- Leading and directing teams to enable the day-to-day delivery of products/services.
- Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.
Qualifications
- ITIL qualifications are desirable, not essential
- relevant academic and / or vocational qualifications
Technical skills
We'll assess you against these technical skills during the selection process:
- Specialist Advice (TECH) – Level 3
- Financial Management (FMIT) – Level 3
- Business Risk Management (BURM) – Level 3
- Service Level Management (SLMO) – Level 3
- Supplier Management (SUPP) – Level 3
- Relationship Management (RLMT) – Level 3
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
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.
As part of the application process, you will be asked to complete:
- a CV detailing job history/qualifications/skills
- a statement of suitability (personal statement) (maximum 750 words)
Further details around what this will entail are listed on the application form.
The Statement of Suitability should concisely explain your motivation for applying to this role, and evidencing how you meet the essential criteria listed on the Job Specification.
The sift will be based on the Suitability Statement.
The CV is for information purposes only and will not be marked.
Candidates shortlisted will be invited to an interview which will be on Technical Skills.
Candidates with exceptional skills and experience may receive a recruitment and retention allowance (RRA) maximum of £8,300, this will be assessed further at interview. This allowance is subject to initial review within six months of taking up the post and thereafter an annual review in-line with departmental priorities and could be reduced or withdrawn at any time.
Sift and Interview Dates
Sift is expected to take place week commencing Monday 22nd May 2023.
Interviews are expected to take place week commencing Monday 12th June 2023.
We will try to meet the dates set out in the advert, however on occasions these dates may change.
Interviews will be carried out via video. Candidates will be required to have access to:
- A laptop (personal or work) with a working webcam
- Good internet connection
- Skype for Business/Microsoft Teams
PLEASE NOTE: Due to time constraints we may not be able to offer alternative interview date(s). It is therefore expected that candidates who are successful at sift stage will make themselves available during the above time frame given.
We often have similar roles available at different grade. If a candidate is suitable for a similar role or at a lower grade then they applied for, we may offer the candidate that role without the need to go through a further selection process providing the role has the same competencies and essential criteria.
Further information
Please read the essential skills for this position carefully. We will only consider those who meet the listed requirement.
If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application please reconsider applying as your application is unlikely to be successful
For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV. A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.
A reserve list may be held for a period up to 12 months from which further appointment may be made.
Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.
We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
For further information please see the attached notes for candidates which must be read before making an application.
Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.
Transfer Terms: Voluntary.
If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.
Please see the attached list of Home Office acceptable ID documents.
Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
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 [email protected] 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
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
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).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
principles, and wish to make a complaint, then you should contact in the first instance
[email protected]. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.
