Lead Service Manager

The first duty of Government is to protect the public. Since 1782, the Home Office has led work to keep the country safe from those who seek to do it harm.

The Home Office covers three systems: Homeland Security, Public Safety and Borders, and Immigration and Citizenship. These systems work collaboratively to deliver our cross-cutting priorities, whilst providing increasingly efficient and secure services for the public.

Digital Data and Technology (DDaT) enables the Home Office to keep citizens safe and the country secure, as well as at the front line of making the Home Office a modern and capable department at a time of unprecedented global change.

Within DDaT, the Data Services and Analytics (DSA) team drives innovative uses of Home Office data and hosts one of the most advanced government data analytics centres. We lead in the appropriate use of data and analytics to deliver intelligent services, improve decision-making, and support policy and operations.

DSA collaborates across Home Office areas, including borders, visas, passports, policing, and national security, working with some of the largest and most diverse datasets to support critical national initiatives.

Our team, a diverse mix of technical and non-technical professionals, serves as the department's data expertise hub. We offer structured learning, mentoring, and feedback to support professional growth.

We embrace diversity and inclusion to ensure we represent the public we serve, and we are passionate about fair treatment and the wellbeing of our colleagues as part of our ambitions to be a brilliant Civil Service.

You will need to agree a base location of either Croydon, Manchester, Sheffield, Liverpool OR Glasgow, and there will be a requirement for occasional travel to other locations.

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 Lead Service Manager, you will be a key decision maker and liaise with the most senior internal and 3rd party stakeholders who are involved in some of the most cutting-edge skills and topics within information technology.

Using your strong knowledge of Service Management and stakeholder management skills, you will effectively influence change within one of the largest government organisations.

You will interface with Service Architecture & Transition, Service Operations & Programme Portfolio colleagues to assure the delivery of the service/s you are accountable for. You will also engage with wider teams and stakeholders to manage opportunities, risks and escalations, ensuring the quality of the service being delivered meets the business needs.

Your main day to day responsibilities will be:

• Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers
• Identifying appropriate internal and external suppliers to deliver services, working with them to agree the approach based on the defined outcomes
• Effectively engaging with senior stakeholders, both internal and external, to ensure alignment and to manage challenges and escalations from the Service Management teams
• Having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services
• Making decisions regarding cost reductions and opportunities based on supplier financial performance, subsequently managing suppliers to deliver accordingly
• Acting as the main escalation point for the wider Service Management team, invoking the Home Office Government Digital and Data Profession risk escalation process when required and engaging relevant stakeholders in resolution activities
• Identifying, managing and escalating service risks appropriately.