Supporting Services Senior Officer - National Crime Agency - HEO

Location

Belfast, Birmingham, Bristol, Leicester, London, Normanton, Warrington

About the job

Job summary

The Service Integration and Management (SIAM) Team is part of Enterprise Services, which oversees the day-to-day operations of the National Crime Agency's IT estate. SIAM supports this function by assessing stakeholder requirements and ensuring the smooth transition of new and modified services in line with service level agreements (SLAs), while applying robust governance and control measures.

We are seeking a motivated and enthusiastic individual to help drive the evolution of our service delivery. The successful candidate will identify innovative solutions to challenges and proactively pursue opportunities for service improvement. This role demands strong relationship management skills and the ability to collaborate effectively with key stakeholders and partners across the Agency.

This position aligns with the Business Relationship Manager role within the Government Digital and Data (GDAD) Profession Capability Framework.

Job description

IT capabilities are essential to the NCA’s mission to protect the public from serious and organised crime. The SIAM Team plays a critical role in ensuring the effective management and delivery of a wide range of operational IT services to NCA Officers and law enforcement partners across the UK.

This is achieved through strong leadership and oversight of the entire service lifecycle, alongside rigorous assurance and management of the IT supply chain. Our goal is to ensure services are delivered in line with agreed service levels and tailored to meet the operational needs of our officers.

To support this, we adopt a lifecycle approach to IT service management and continually invest in building a team of skilled, professional IT Service and Product Management practitioners. These experts work within a complex and dynamic IT estate that evolves to meet emerging challenges.

Our technology must adapt to address the changing threats faced by the public and the NCA. To enable this, we are seeking high quality candidates who can drive innovation, identify solutions to complex problems and proactively deliver service improvements. In this role, you will work strategically across teams to ensure that digital and data investments deliver maximum value and support the NCA’s vital mission.

Duties and Responsibilities

Governance and Control - Work flexibly across a growing and complex IT estate, applying appropriate levels of governance and control to ensure compliance and consistency.

Knowledge Building and Performance Review - Collaborate with business areas to develop a deep understanding of service outcomes and performance requirements, enabling informed decision-making and continuous improvement.

Managing a Quality Service - Partner with our supply chain and Service Integration and Management (SIAM) providers to deliver a seamless, high-quality service experience for end users.

Assurance Management - Develop expertise in service and product management to support robust assurance processes and maintain the integrity of IT services.

Stakeholder Collaboration - Engage and collaborate with technology teams and wider stakeholders to deliver exceptional services. Use a range of communication methods to build strong, effective relationships across a diverse stakeholder network.

Effective Problem-Solving Skills - Apply critical thinking and problem-solving capabilities to identify opportunities for improvement and implement solutions that enhance service delivery.

A Product-Centric Approach - Champion technical excellence, innovation, and continuous improvement to ensure services deliver maximum value and meet the highest standards for stakeholders.

Person specification

Stakeholder Relationship Management - You can effectively negotiate and influence stakeholders, building strong and lasting relationships. You are confident in influencing decisions, resolving challenging situations, and removing barriers to progress. You communicate clearly and consistently, fostering mutual understanding and alignment while prioritising user needs.

Continual Service Improvement - You can identify opportunities for process optimisation and contribute to implementing solutions that enhance efficiency and service quality.

Service Focus - You can interpret inputs and establish coherent frameworks that deliver consistent and effective outcomes.

Business Analysis - You can investigate issues and opportunities within existing processes, working collaboratively with stakeholders to define objectives and recommend practical solutions that deliver measurable benefits.

Strategic Thinking - You understand the strategic context of your work and can clearly articulate how activities align with organisational goals. You contribute to shaping strategy and policy development.

User Focus - You can identify and engage with users and stakeholders to gather evidence of user needs, ensuring services are designed and delivered with the end user in mind.

Essential Criteria

Experience of working in an ITIL structured framework or experience of working in a SIAM environment - ITIL provides a structured framework for service management, whilst SIAM is a framework for managing multiple IT service providers. Our work is based around the ITIL Framework, and whilst an ITIL qualification is desirable, experience of working within ITIL or SIAM frameworks is essential to this role. 

This must be evidenced in your application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• Continual Service Improvement - The ability to proactively identify opportunities for process optimisation and contribute to the design and implementation of effective solutions that enhance service quality and efficiency.
• Strategic Thinking - The ability to operate effectively within a strategic context, clearly articulate how activities align with organisational goals, and actively contribute to the development and refinement of strategies and policies.
• Service Focus - The ability to translate inputs into structured, practical frameworks that deliver consistent, high-quality services and meet organisational objectives.
• User Focus - The ability to identify, engage and collaborate with users and stakeholders to gather robust evidence of user needs, ensuring services are designed and delivered to meet those needs effectively.