Senior Service Manager - Manchester - ref. k003519
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.