As a Senior Service Manager, you will have a strong background and level of experience in IT Service Management, enjoy working in a challenging environment and be proactive and adaptable. Using your strong knowledge and expertise of Service Management, you will effectively manage the performance of third-party suppliers and influence change within one of the largest government organisations. You will be expected to regularly engage with a diverse set of suppliers within the Emergency Services Network (ESN) eco-system and have the opportunity to manage a national critical service.
Training
Training will be provided as part of your continual personal development in areas of ITIL, SIAM, and Operational Delivery.
Location
The London office is currently based at Clive House (SW1H Zone 1). However, the office will be relocating to Stratford (Zone 2/3) with expected relocation by the end of Q1 2025.
Working pattern
Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available.
Key responsibilities
Supporting users and internal stakeholders via ITSM tooling actively participate in a variety of ITIL service management framework practices and ensure that all suppliers carry out processes to ITIL standards, or those that are defined by ESN .
Promoting a culture of customer satisfaction, ensuring that the customer receives the highest level of service from managed suppliers through the management of internal and external supplier performance in the interest of the customer.
Identifying, managing, and escalating service risks and issues appropriately.
Effectively communicate and collaborate with non-technical and technical stakeholders, third-party and internal suppliers to ensure alignment.
Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
Working effectively with stakeholders at all levels both internally and externally, managing stakeholder expectations and showing flexibility to adapt in order to reach consensus.
Mentoring more junior members of the service management community and taking-on line management responsibilities if required.
Person specification
Essential criteria
• Understanding of ITIL service management practices.
• Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
• Understanding how your current work fits into broader ESN contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value.
• Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend.
The skills listed above 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:
Strategy and Architecture
• Advice and Guidance
o Specialist Advice (TECH) – level 3
• Business Strategy and Planning
o Financial Management (FMIT) – level 3
o Business Risk Management (BURM) – level 3
Delivery and Operation
• Service Design
o Service Level Management (SLMO) – level 3
Relationships and Engagement
• Stakeholder Management
o Supplier Management (SUPP) – level 3
o Relationship Management (RLMT) – level 3
Desirable criteria
• Managing suppliers to service level agreement where they are in place
• Working independently and being self-motivated and organised.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .