ContentsLocationAbout the jobBenefitsThings you need to knowApply and further informationLocationBirmingham, Liverpool, London, Newport (Gwent), NorwichAbout the jobJob summaryAre you passionate about transforming digital services in the public sector? Do you want to lead the strategic direction of service management for an organisation handling over 30bn in public procurement? Join us in shaping the future of government digital services and drive excellence in service delivery.This role is being managed by Global resourcing, please send any enquiries to CCS-Service@global-resourcing.com Job SummaryAs Head of Service Management, you will be accountable for the complete lifecycle of CCS' digital services portfolio, leading the transition of services. You'll shape the vision and strategy for service management, ensuring processes are owned, matured, and aligned with the Digital by Default Service Standard while delivering exceptional value to our stakeholders.Directorate OverviewThe Digital & Data Services (DDS) directorate is at the heart of CCS's digital transformation journey, responsible for delivering modern, efficient, and user-centred digital services that support over 30bn of public sector procurement annually. We're building a world-class digital capability that will revolutionise how the public sector buys common goods and services.Team SummaryYou'll lead a growing service management function responsible for the design, transition, and operation of critical digital services. Your team will drive service excellence, ensuring robust service delivery while implementing modern service management practices aligned with ITIL 4 principles and government service standards.Job descriptionKey responsibilitiesSet the strategic direction for service management across CCS, ensuring alignment with government digital service standards and ITIL 4 practicesLead the successful transition of 94 digital services into DDS, ensuring minimal disruption and maximum valueDrive the development and maturation of service management processes, including incident, problem, change, and configuration managementBuild and maintain strong relationships with senior stakeholders across the organisation, acting as the escalation point for critical service issuesLead and develop a high-performing service management team, building capability and fostering a culture of continuous improvementOversee the service catalogue and ensure services meet the Digital by Default Service StandardChampion user-centred design principles and ensure services deliver value to our stakeholdersManage relationships with key suppliers and delivery partners, ensuring effective service integrationDrive the adoption of cloud-first approaches and modern service management practicesLead the development and monitoring of service level agreements and performance metricsPerson specificationEssential criteria (To be assessed at application stage):Proven experience leading service management functions in complex, multi-supplier environmentsDemonstrated success in delivering large-scale service transition programsExpert knowledge of ITIL 4 practices and modern service management frameworksStrong track record of stakeholder management at senior levelsExperience in driving digital transformation and service improvement initiativesBehavioursWe'll assess you against these behaviours during the selection process:LeadershipManaging a Quality ServiceWorking TogetherChanging and ImprovingTechnical skillsWe'll assess you against these technical skills during the selection process:Expert understanding of service management frameworks (ITIL 4)Strong knowledge of digital service standards and best practicesExperience with service management tools and technologiesUnderstanding of cloud services and modern technology platformsKnowledge of agile and DevOps practicesBenefitsAlongside your salary of 70,389, Crown Commercial Service contributes
20,391 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.What we will offer you, here are some of the benefits you can expect:Competitive salary Generous pension schemeA discretionary non-contractual performance related bonus Working remotely in addition to working in advertised office locationFlexi time scheme (available for B1-B6)Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidaysExplore fully how we will reward your work.Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil ServiceD&I Strategy.We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@crowncommercial.gov.ukWorking flexibly, delivering outcomesCCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.Things you need to knowSelection process detailsThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.Selection ProcessCandidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. Interviews will be held either at one of our offices or via video with interview times and dates to be confirmed. (Subject to change)Assessment If you are shortlisted, you will be asked to complete online psychometric tests and a feedback session with an Occupational Psychologist (allow up to 4.5 hours for this).These assessments will not result in a pass or fail decision. Rather, they are designed to support the panel's decision making and highlight areas for the panel to explore further at interview.To find out more about our recruitment process please click herePlease note: Applicants can make use of artificial intelligence but the information presented at application must be factual.A reserve list may be held for up to 6 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@crowncommercial.gov.uk.Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirementsThis job is broadly open to the following groups:UK nationalsnationals of the Republic of Irelandnationals of Commonwealth countries who have the right to work in the UKnationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil ServiceFurther information on nationality requirements (opens in a new window)Working for the Civil ServiceThe Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the
Civil Service People Plan (opens in a new window)
and the
Civil Service Diversity and Inclusion Strategy (opens in a new window).Apply and further informationThis vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available.
You may want to save a copy for your records.Contact point for applicantsJob contact : Name : Global resoucing - Lauren FrenchEmail : CCS-Service@global-resourcing.comRecruitment teamEmail : CCS-Service@global-resourcing.comFurther informationComplaints procedure
Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles details of which can be found at http://civilservicecommission.independent.gov.uk
If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact recruitment@crowncommercial.gov.uk in the first instance.
If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at info@csc.gov.ukDetailsReference number
382856
Salary70,389 - 78,760A
Civil Service Pension with an employer contribution of 28.97%GBPJob gradeGrade 6Band 6Contract typePermanentType of roleDigitalWorking patternFull-time, Job share, Part-time, Compressed hoursNumber of jobs available1