G7 Head of Intelligent Client Function

This is a once in a decade opportunity to be part of designing a new operating model for HR and Finance services in the Cabinet Office.
The MyCO Programme is a small, focused team made up of programme, functional and technical specialists delivering a major corporate services transformation programme at the heart of government.
The Programme is accountable to the Chief Operating Officer and Cabinet Office Ministers, and has been set up to deliver the government’s Shared Services Strategy for the Cabinet Office.
The Programme goes beyond IT and service replacement - this is about transforming how we deliver corporate services. The focus is on business and organisational change to ensure the technology and services introduced optimise the way we work.
The MyCO Programme sits within a wider cross-government programme, the Matrix Programme, which is a transformation initiative working with eight other government departments. The Matrix Programme is a unique cross-government collaboration that will unlock simpler, better, and more joined up working by bringing together the systems, processes, and ways of working for key government functions such as HR, Finance or Procurement, commonly known as Shared Services.
Matrix will deliver the Government's three overarching objectives for shared services:
1. Better experience for all users - intuitive systems that are easy to use and mobile-enabled.
2. Efficiency and value for money - better systems and services which support productivity and seek to reduce costs.
3. Standardised processes and data., Reporting to the G6 Service Transformation Lead, you will be responsible for Service Management of the Shared Services contract with a service provider who you will work closely with to ensure you manage the current service against contractual measures and identify potential improvements to the service. Alongside this you will need to establish effective working relations with colleagues across Finance and HR, alongside collaborating with the Framework Authority for the contract, Government People Group (GPG) and other government departments using the service such as DWP, MOJ and Defra.
The Service Manager role is as much about leadership as it is delivery. You will be responsible for leading and working collaboratively with a multidisciplinary team, focused on meeting our service user needs. As well as this you will be responsible for managing the service and fostering an environment where team members are supported and can come to you for guidance and feedback. As the Service Manager, you will provide clear and considered decision making within the team to identify the best (and industry standard) solutions.
Responsibilities
+ Lead the Intelligent client Function (ICF) for the Cabinet office, building capability and skills across the team as well as managing and coordinating resources to deliver excellent service management.
+ Line Management of 2 SEO’s.
+ Managing the service against agreed SLA’s and KPI’s as defined within the contract ensuring service outcomes deliver business benefits.
+ Be the single point of contact for service escalations and own the relationship with the framework authority, attending and contributing to associated service governance.
+ Oversee key service management processes, such as the change and incident management process for Cabinet Office as well as associated governance boards.
+ Lead the budget management including forecasting and assurance activity for the service ensuring value for money for the department.
+ Reviewing and managing relevant risk management, contract management and business continuity procedures appropriately to ensure that delivery of service is assured.
+ Lead investigative work into problems with and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements.
+ Analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team to deliver service improvements aligned to the delivery status of the programme.
+ Take accountability of issues that occur and be proactive in searching for potential problems.
+ Influence stakeholders and manage relationships effectively, building long-term strategic relationships. Facilitate and deliver business outcomes., We'll assess you against these behaviours during the selection process:
+ Leadership
+ Managing a Quality Service
+ Making Effective Decisions, A reserve list may be held for a period of 12 months from which further appointments can be made.
Any move to Cabinet 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.
Please note that this role requires CTC clearance, which would normally need 3 years’ UK residency in the past 3 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or Disclosure Scotland 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.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk
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.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
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 will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
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).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

+ Previous Service Management experience, including understanding and exposure of the ITIL Service Management Framework to deliver a quality service and continuous improvement.
+ Experience in successfully managing service compliance and high level risks that impact on delivery.
+ Experience of working in a Shared Service environment and an understanding of ERP systems.
+ Experience of communicating complex concepts in a straightforward way to influence senior stakeholders and customers.
+ Experience of managing a financial budget.
+ Ability to build strong relationships across a diverse range of stakeholders and services.
+ Excellent analytical skills, critical thinking and advanced data analysis to get to the root cause of the business issue.
Desirable
+ ITiL certified.
+ Experience of Oracle E Business suite and/or Workday.
+ Working knowledge of Central government and shared services.
+ Contract management accreditation., Your personal statement will be assessed based on your experience in relation to its applicability of this role. The experience indicators being assessed are:
+ Experience of leading and delivering service management practices and developing these in line with strategic priorities
+ Experience of leadership with a variety of stakeholders with conflicting interests
+ Experience of working with quantitative and qualitative data to inform service improvement outcomes
Your personal statement should be a maximum of 750 words and we recommend a minimum of 250 words for each of the bullet points above.
Should a large number of applications be received, an initial sift may be undertaken using the lead Experience criteria. Which is: experience of delivering effective service management.
Selection process
If successful at the sifting stage, you will then be asked to attend an interview in order to have a more in-depth discussion of your previous experience and professional competence. Candidates will be assessed on Behaviours, Strength and Experience. The interview process will include a presentation, details will be shared with shortlisted candidates prior to the interview.
At the interview you’ll be asked to briefly talk through this (approx. 5 mins) and answer any questions. You will also be asked Experience, Behaviour and Strength based questions.

Alongside your salary of £55,403, Cabinet Office contributes £16,050 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role.
+ An environment with flexible working options.
+ A culture encouraging inclusion and diversity.
+ A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
+ A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.