Service Manager - One Login

Job description

What will the successful candidate be doing?

This is an exciting opportunity to be a Service Manager for the One Login programme. Reporting into the Service Management Lead, the Service Manager will play a critical role and will have responsibility for setting, maintaining and reporting on service levels across the different parts of One Login, managing strategic changes, overseeing vendor relationship management and driving continuous improvement; reporting into the Service Management Lead. This is a leadership role within Identity Operations for GOV.UK One Login, responsible for the overall Service Experience, ensuring that it meets the needs of End Users.

The Service Manager will have line management duties. People and professional leadership duties include: 

• liaising with the Service Management Lead to build capability across the One Login programme on all aspects of service management, including through recruitment
• effective people & team management to foster good line management throughout the management chain; role modelling values of diversity and inclusion to ensure that leadership & change management engage and maintain commitment of staff
• developing a supportive environment for staff, promoting a learning culture of constructive feedback and continuous professional development

The Service Manager is responsible for: 

• working the Service Management Lead to define, establish and maintain agreed service levels, processes and procedures for the capabilities in scope of the Service Management function across the programme
• working with the Service Management Lead to take ownership for managing the service aspects of the relationship with the growing number of One Login Relying Parties 
• coordinating reporting and key metrics across live service operations so that these can be fed into relevant programme governance forums as well as for senior stakeholders such as the SRO, Chief Exec of GDS and ministers etc
• ensuring day to day join up and alignment of activities between live service and product teams
• working with the Service Management Lead to the broader live service team to identify opportunities for improvement in processes including Service Transition, Vendor and Supplier Management and Reliant Party Service Management
• maintaining and building capability within the One Login Portfolio
• managing key service changes - this includes transitioning the new face to face service into live, alongside any required decommissioning activities. Assessing readiness of new services/products against agreed service acceptance criteria and ensuring that governance and approvals processes are agile, fit for purpose and proportionate 
• assisting the Service Management Lead with the Vendor and Supplier relationship management with particular reference to the mobile app and face to face journey to ensure that outsourced services meet the expected standards. Escalating as appropriate
• identifying risks to services and proposing mitigations and escalating where applicable
• managing a wide range of stakeholders internally and externally, with focus on timely delivery and live service outcomes
• proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve the efficiency of service delivery to enable the development of One Login

Person specification

We are looking for someone with strong technical skills and a proven track record of Service Management functions, enabling the delivery of operational services. You’ll have experience in:

• Vendor and or Supplier Relationship Management
• Managing a wide range of Stakeholders
• Establishing and maintain agreed service levels, processes and procedures
• Reporting of key metrics across a live service operations
• Identifying risks and reducing risk to services and proposing mitigations
• Service Management experience

Benefits

The benefits of working at GDS

There are many benefits of working at GDS, including:

• flexible hybrid working with flexi-time and the option to work part-time or condensed hours
• a Civil Service Pension with an average employer contribution of 27%
• 25 days of annual leave, increasing by a day each year up to a maximum of 30 days
• an extra day off for The King’s birthday
• an in-year bonus scheme to recognise high performance
• career progression and coaching, including a training budget for personal development
• paid volunteering leave
• a focus on wellbeing with access to an employee assistance programme
• job satisfaction from making government services easier to use and more inclusive for people across the UK
• advances on pay, including for travel season tickets
• death in service benefits
• cycle to work scheme and facilities
• access to children's holiday play schemes across different locations in central London
• access to an employee discounts scheme
• 10 learning days per year
• volunteering opportunities (5 special leave days per year)
• access to a suite of learning activities through Civil Service learning

GDS offers hybrid working for all employees. This means that everyone does some working from home and also spends some time in their local office. You’ll agree to your hybrid working arrangement with your line manager in line with your preferences and business needs.

Any move to Government Digital Service 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

Things you need to know

Selection process details

The standard selection process for roles at GDS consists of:

• a simple application screening process - We only ask for a CV and cover letter of up to 750 words. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the “person specification” section above
• a 60 minute video interview

Depending on how many applications we get, there might also be an extra stage before the video interview, for example a phone interview or a technical exercise.

Sifting will be completed by 29/03/2024 with interviews commencing the week of 03/04/2024.

In the Civil Service, we use Success Profiles to evaluate your skills and ability. This gives us the best possible chance of finding the right person for the job, increases performance and improves diversity and inclusivity. We’ll be assessing your technical abilities, skills, experience and behaviours that are relevant to this role.

For this role we’ll be assessing you against the following Civil Service Behaviours:

• Leadership
• Making effective decisions
• Changing and Improving
• Working Together
• Managing a Quality Service

We’ll also be assessing your experience and specialist technical skills against the following skills defined in the Digital, Data and Technology Profession Capability Framework for the Business relationship manager role:

• Availability, capacity and continuity management
• Service focus
• Major Incident management
• Supplier Management
• User Focus
• Strategic Thinking

Candidates that do not pass the interview but have demonstrated an acceptable standard may be considered for similar roles at a lower grade.

A reserve list will be held for a period of 12 months, from which further appointments can be made.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

Feedback will only be provided if you attend an interview or assessment.