Senior Service Manager

As a Senior Service Manager, you will have the opportunity to join a dynamic, fast-paced environment, contributing to the delivery of high-impact ministerial commitments that benefit the public. You will engage with senior internal and external stakeholders involved in cutting-edge IT initiatives, managing critical national services and driving service excellence within one of the largest government organisations.
In this role, your extensive experience in IT Service Management, combined with your ability to thrive in a fast-moving environment, will be key. You will proactively influence positive change, ensure the delivery of high-quality services, and manage relationships across various technical and non-technical teams.
We value diversity and provide an open, inclusive, and supportive environment to help you do your best work.
The successful candidate will either be located in 2 Ruskin Square – Croydon, Capital buildings - Liverpool, Smedley Hydro – Southport, regional office. Under Home Office hybrid working practices there is an expectation that you will attend the office for a minimum of 60% of your working hours.
Due to the nature of the role, this post is available on a full-time basis. The role does not require Out Of Hours cover however in the event of a Critical Live Incident occurring Service Managers are expected to provide assistance., As a Service Manager, you will play a key role in ensuring that our customers receive exceptional service through efficient collaboration between internal teams, managed suppliers, and government stakeholders. You will drive performance, manage service delivery, and spearhead continuous improvement initiatives to maintain and elevate service standards. The role requires strong stakeholder management skills, strategic thinking, and a commitment to ensuring all processes adhere to industry best practices, including ITIL and DDaT guidelines.
+ Ensure that customers receive the highest level of service by overseeing the performance of Enterprise Services teams and managed suppliers. You will also ensure that all suppliers follow ITIL standards or DDaT- defined processes to meet business objectives.
+ Proactively manage the performance of both internal and external suppliers to meet customer expectations.
+ Leverage your expertise in stakeholder management to foster effective communication and collaboration between technical and non-technical stakeholders, third-party vendors, and internal teams across government departments.
+ Lead initiatives aimed at driving continuous improvement across customer services. Identify opportunities for optimisation while preserving the integrity and quality of existing services.
+ Review and monitor supplier financial performance, including validating invoices and identifying potential cost-saving opportunities. Maintain a thorough understanding of relevant projects and change programs, whether in the pipeline or under active delivery.
+ Identify, manage, and escalate service-related risks as needed, ensuring proactive mitigation strategies are in place to safeguard service delivery.
SFIA capability framework
Skills for the Information Age (SFIA) is the technical framework that sets the standard capability and development of all engineering levels in the Home Office. This is a link to the capability framework: All skills A–Z — English (sfia-online.org)
We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process.
SFIA Technical Skills
The skills listed below 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., As a Senior Service Manager, you will bring a genuine passion for Service Management, demonstrating expertise in the following areas:
+ Hold awareness and a deep understanding of Service Management practices, including agile methodologies and models, to drive efficiency and adaptability within your team and across the organisation.
+ Communicate clearly and persuasively, both verbally and in writing, with a strong grasp of the different channels and formats suited to diverse audiences. You will adapt your communication style to ensure key messages are understood and resonate with various stakeholders.
+ Recognise how your current work fits into the broader context of Enterprise Services strategies, identifying deeper underlying problems and opportunities.
+ Leverage commercial agreements to manage suppliers effectively, ensuring that contracts deliver maximum value for the organization. You will build strong vendor relationships to optimize service delivery.
+ Ensure that service operations remain within budget by closely monitoring actual costs, proactively highlighting any financial risks from potential overspend and identify opportunities to maximize value through underspend.

Behaviours
We'll assess you against these behaviours during the selection process:
+ Making Effective Decisions
+ Changing and Improving
+ Working Together

Technical skills
We'll assess you against these technical skills during the selection process:
+ Specialist Advice (TECH) – level 3
+ Financial Management (FMIT) – level 3
+ Risk Management (BURM) - level 3
+ Service Level Management (SLMO) – level 3
+ Supplier Management (SUPP) - level 3
+ Stakeholder Relationship Management (RLMT) – level 3, For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website.
Please use STAR format in your examples – use this link The STAR method , National Careers Service / A brief guide to competencies - GOV.UK (www.gov.uk)
Please remove information that identifies you (for example your name, age, or place of education) so that you will be judged on merit alone and not your personal background, circumstances, race, or gender. Do NOT include e-mail addresses or links to online profiles, resumés, or prior work, either personal or business. Active links or e-mail addresses will result in your application being rejected.
Sift will commence from 6 November 2024.
The sift will be held on the CV and the statement of suitability.
Interview will commence week of 25 November 2024.
Interviews
Candidates reaching the required standard will then be invited to attend a final interview. The interview will assess your Technical Skills (SFIA Framework) and experience using technical and experience-based questions.
You will be assessed on the core behaviour skills listed above.
Interviews will take place remotely. Candidates will be required to have access to:
+ A laptop (personal or work) with a working webcam
+ Good internet connection
+ Microsoft Teams
It is advisable to access your interview from a windows operating system laptop, desktop, phone or tablet as there is no guarantee that Microsoft Teams will work without issue on an Apple laptop, tablet or desktop.
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.
Reserve lists will be held for each location and profession. Candidates will be appointed in merit order by location and profession.
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.
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.
Visa sponsorship
We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa & Immigration (UKVI) Skilled Worker License. Feedback will only be provided if you attend an interview or assessment.
Further information
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
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
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
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 security 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)., If you feel that your application has not been treated in accordance with the recruitment
principles, and wish to make a complaint, then you should contact in the first instance
HORecruitment.GRS@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.

£41,600
National salary £41,600 min - £44, 512 max. London salary £45,600 min - £48,792 max.
New entrants to the Civil Service will start their role on the salary band minimum: £41,600 for National Roles. £45,600 for London Roles.
Recruitment Retention Allowance (RRA): Up to £11,300 is available for candidates who demonstrate exceptional skills and experience evidenced at interview stage.
A Civil Service Pension with an employer contribution of 28.97%
GBP, Alongside your salary of £41,600, Home Office contributes £12,051 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
You will also have access to the same benefits available to all civil servants in the Home Office:
+ An in-year performance bonus scheme.
+ 25 days annual leave on appointment, plus 8 days public holidays and 1 day for the King’s Birthday, rising further with service.
+ Flexible working options to enable you to achieve the work life balance that right for you including part-time, flexi time and job sharing.
+ Maternity, adoption or shared parental leave of up to 26 weeks full pay followed by 13 weeks of statutory pay and a further 13 weeks unpaid.
+ Maternity and adoption support leave (paternity leave) of 2 weeks full pay.
+ Training and development opportunities tailored to your role.
+ A culture encouraging inclusion and diversity.
+ Season ticket loans and rental deposit loans.
+ Cycle to work and payroll giving.
+ Employee discounts - including a huge number of retailers, Microsoft Home Use programme and gym membership.
+ A variety of staff recognition schemes including thank you vouchers.
+ Health and wellbeing initiatives including monthly mindfulness sessions.
+ Staff support networks.
+ Up to five days paid leave for volunteering.
+ Study leave and support for studying for a qualification or other accredited development relevant to your role.