Senior Service Manager

We are looking for an experienced Service Manager to join the Chief Data Officer (CDO) Division. We are a multi-disciplinary central function supporting UKHSA with its information management needs, from data and records lifecycle management to privacy and cyber security.
Our role is to set the governance framework around managing information and to support the business with achieving compliance, to ensure the vast amount of health data we hold is used in accordance with relevant legislation.
The Senior Service Manager role will be pivotal in helping DCS transition to a digital delivery model, where a services portal acts as the front door to a multitude of teams and specialists. You will maintain and update existing digital services and work across the directorate to gather requirements for new services, making sure these are deployed in a timely and consistent manner, whilst monitoring and gathering continuous feedback to improve this service to meet the needs of the business.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Please visit our careers site for more information https://gov.uk/ukhsa/careers, The Senior Service Manager will work alongside a wide range of subject matter experts in information management and cyber security and will take ownership of our service offering through gap analysis, improved customer journeys and enhanced service offering. The role continues the legacy of our successful, transformative Licence to Operate (LTOP) programme, and will be at the centre of our cultural change and digitalisation of the function, looking to bring similar changes to the wider directorate.
Your main responsibilities will be ensuring that we have the right services deployed, maintaining a portfolio of existing services, but working across teams to build additional ones. While support will be available, you will take accountability for service design across the entire lifecycle, from planning and design to testing and deployment.
You will be the first point of contact for our technical partners, driving the scope, specification and improvements to our services, but also for our service owners and compliance colleagues, ensuring service requirements are realistic, aligned to the wider data strategy and cultural objectives and are signed-off by the relevant stakeholders. You will have a keen focus on customer experience, ensuring that the customer journey is at the heart of all improvements and that processes are efficient and accessible.
A major component of your work will be documenting services, ensuring that each service is properly described and explained to relevant audiences. Promoting these services and working with our central communications team will be key, to ensure the core messages are published in the right place. You will also ensure training is available for both end users and service owners, helping sustain business continuity and operational efficiency. On top of this, you will act as an ambassador for our services by promoting them through relevant channels and events.
You will use your expertise to monitor and manage the performance of the services, through the development of KPIs, regular reporting and live dashboarding.
As the Senior Service Manager, you will be expected to:
+ Manage a portfolio of digital workflows through their entire lifecycle, ensuring they meet the requirements of their respective service owners, are running efficiently, and empower end users to interact with Subject Matter Experts (SME) as efficiently and effectively as possible
+ Work across the directorate to gather requirements and scope new services, translating these into tangible plans for the delivery of new services, focusing on a consistent experience and integration with existing workflows
+ Establish and maintain technical and commercial partnerships with suppliers, acting as the main point of contact for the specification and execution of new services and changes to existing ones
+ Author comprehensive documentation (incl. training) for both internal and external users, produce communication materials to promote the benefits of services and represent the directorate at relevant working groups and other meetings
+ Own the service delivery plan, ensuring work is carried out to a high standard, in alignment with user and service owner needs, business objectives and priorities, the data strategy and digital best practice
+ Produce and maintain regular reports and dashboard to help measure the performance of the service, identify bottlenecks and pressure points in the business, and drive improvements through targeted action
This is not an exhaustive list of duties, and you may be asked to take on additional tasks of a similar level., This vacancy will be assessed using a competency-based framework which will assess your qualifications, knowledge and experience and / or skills and abilities outlined in the essential criteria.
Stage 1: Application & Sift
You will be required to complete an application form. You will be assessed on the above listed ten essential criteria, and this will be in the form of a:
+ Application form (‘Employer/ Activity history’ section on the application)
+ 750 word Statement of Suitability.
This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.
The Application form and Statement of Suitability will be marked together.
Shortlisting: In the event of a large number of applications we will shortlist on: Proficient in managing ServiceNow services across the entire lifecycle, from requirements gathering to testing and deployment
Unfortunately, late applications will not be considered.
If you are successful at this stage, you will progress to interview & assessment.
Please do not exceed 750 words. We will not consider any words over and above this number.
Feedback will not be provided at this stage.
Stage 2: Interview (competency based)
You will be invited to a single remote interview.
Knowledge, experience, skills & abilities will be tested at interview.
Candidates will be asked questions about their experience (see essential criteria) and will be required to give a 5 minutes presentation on a topic to be disclosed nearer to the time.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).
Location
This role is being offered as hybrid working based at our Canary Wharf office. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month). Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).
Security Clearance Level Requirement
Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.
Reasonable Adjustments
The Civil Service is committed to making sure that our selection methods are fair to everyone.
To help you during the recruitment process, we will consider any reasonable adjustments that could help you.
An adjustment is a change to the recruitment process or an adjustment at work.
This is separate to the Disability Confident Scheme.
If you need an adjustment to be made at any point during the recruitment process you should:
Contact the recruitment team in confidence as soon as possible to discuss your needs.
You can find out more information about reasonable adjustments across the Civil Service here: https://www.civil-service-careers.gov.uk/reasonable-adjustments/
International Police Check
If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.
Artificial Intelligence (AI)
Your application may be rejected and/or you may be subject to disciplinary action if evidence of plagiarism is detected. Examples of plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence (AI), as your own.
Careers website:
Please visit our careers site for more information https://gov.uk/ukhsa/careers
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
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)

+ Proficient in managing ServiceNow services across the entire lifecycle, from requirements gathering to testing and deployment
+ Experienced in designing efficient and customer focused processes that deliver a good customer experience as well as SME/technical aims
+ Proficient in managing projects, suppliers and relevant stakeholders, ensuring delivery within given constraints
+ Ability to translate technical requirements into non-technical language
+ Documentation skills (e.g. Word/Excel/PowerPoint, Confluence)
+ Training material creation and delivery experience
+ Working knowledge of KPIs and management reporting
+ Ability to create workflow diagrams, bespoke reports and service dashboards
+ Effective stakeholder management at all levels
+ An understanding of and commitment to equality of opportunity and good working relationships.

Alongside your salary of £44,852, UK Health Security Agency contributes £12,993 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 with an employer contribution of 28.97%