Senior Service Manager

You will have a strong background and experience in IT Service Management, enjoy working in a fast-paced environment and be proactive and adaptable. Using your strong knowledge and expertise, you will effectively influence change within one of the largest government organisations and have the opportunity to manage national critical services.

You will interface with HOCS Colleagues, Service Architecture & Transition, Service Operations & Programme Portfolios to assure the delivery of the service(s) you are responsible for, ensuring the quality of the service being delivered meets the business needs.

Where business needs allow some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. 

Watch this short video to hear from members of Home Office Digital talking about the projects they work on and their experience of working here: Working for Home Office Digital. 

As a Senior Service Manager with the CSOC your main day to day responsibilities will be: 

• Ensuring that the customer receives the highest level of service from the CSOC and HOCS teams and managed suppliers, promoting a culture of customer satisfaction.
• Managing and working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.
• Effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
• Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
• Reviewing supplier financial performance including invoice validation to identify cost reduction opportunities.
• Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.

You will also be expected to mentor more junior members of the Service Management community, undertaking line management responsibilities, if required. As well as participating and supporting collaboration initiatives and career development within the IT Operations and cyber communities, building in-house capability via a professional community of practice.

UK residency and security requirements       

Please note that this role requires Security Check (SC) clearance, which would normally need 5 years’ UK residency in the past 5 years.  Candidates must also hold or be prepared to undergo NPPV3 clearance. 

However, in exceptional circumstances security clearance applications for candidates who have been present in the UK for at least 3 of the last 5 years may be considered. Failure to meet this residency requirement will result in your security clearance application being rejected.