Contents Location About the job Benefits Things you need to know Apply and further information Location Capital Buildings - Liverpool; Soapworks - Manchester, Smedley Hydro - Southport About the job Job summary As a Service Manager, you will thrive in a dynamic, fast-paced environment, delivering ministerial commitments for public benefit. You will collaborate with internal teams and third-party stakeholders working on cutting-edge topics in information technology. You will work with teams across Service Architecture, Service Operations, and Programme Portfolio to ensure effective service delivery. Youll also collaborate with internal and external technical teams to ensure the service meets business needs. We value diversity and provide an open, inclusive, and supportive environment to help you do your best work. The successful candidate will either be located in Soapworks - Manchester; Capital buildings - Liverpool, Smedley Hydro Southport, regional office. Under Home Office hybrid working practices there is an expectation that you will attend the office for a minimum of 60% of your working hours. Due to the nature of the role, this post is available on a full-time basis only because of the need to support potential HPI Incident (High Priority Incidents) during operational hours. In addition to this there is also a requirement to consistently manage suppliers supporting HO teams in the recovery from said HPI's. Job description Roles and Responsibilities Customer Service Excellence Ensure customers receive top-tier service from Enterprise Services teams and suppliers. Manage Service Readiness reviews independently as needed. Supplier and Stakeholder Management Support Senior Service Managers in overseeing supplier performance with a focus on customer satisfaction. Ensure processes align with ITIL or DDaT standards, collaborating with stakeholders to build partnerships, set expectations, and adapt to achieve consensus. Communication & Collaboration Engage effectively with technical/non-technical stakeholders, internal teams, and third-party suppliers. Mentor new service management members to foster skill development. Continuous Improvement Identify and, when necessary, lead initiatives to enhance customer services while safeguarding existing services. Stay informed on ongoing projects and change programs impacting the customer organization. Financial Oversight Review supplier financial performance, validate invoices, and identify cost-saving opportunities. Escalate and manage service risks effectively. Community Engagement Promote collaboration and career development within the IT Operations community. Support the development of in-house capabilities through a professional community of practice Person specification Essential skills As a Service Manager, demonstrate a passion for Service Management with proven skills or experience in: Service Management and Agile Practices Building awareness and understanding of Service Management principles, ITIL, agile methodologies, and delivery models. Effective Communication Communicating clearly and effectively, both verbally and in writing, adapting channels and formats to suit different audiences. Strategic Awareness Understanding how your work aligns with broader Enterprise Services strategies to uncover underlying issues and opportunities. Supplier and Contract Management Leveraging commercial agreements to optimize supplier performance and deliver maximum value from contracts. Financial Oversight Monitoring service costs to ensure budget alignment, identifying financial risks from overspending, and exploring opportunities from underspending. SFIA capability framework Skills for the Information Age (SFIA) is the technical framework that sets the standard capability and development of all engineering levels in the Home Office. This is a link to the capability framework: All skills AZ English (sfia-online.org) We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process. SFIA Technical skills The skills listed below 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. Behaviours We'll assess you against these behaviours during the selection process: Making Effective Decisions Changing and Improving Working Together Technical skills We'll assess you against these technical skills during the selection process: Specialist Advice (TECH) level 2 Financial Management (FMIT) level 2 Risk Management (BURM) - level 3 Service Level Management (SLMO) level 2 Supplier Management (SUPP) - level 2 Stakeholder Relationship Management (RLMT) level 3 Benefits Alongside your salary of £37,300, Home Office contributes £10,805 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Why work for us A highly competitive pension with an employer contribution of 28.97% 25 days annual leave on appointment rising 1 day per year up to 30 days, plus 8 days public holidays and 1 day for the Kings Birthday. Flexible working options to enable you to achieve the work life balance that is right for you including; Full time, part-time, flexi time, compressed hours and job sharing. A hybrid working model of a minimum 60% of your contracted hours in the workplace and 40% remote. Training and development opportunities tailored to your role, including access to technical and professional accreditations. Access to funded qualifications (subject to approval) A capability allowance reviewed annually. A culture encouraging inclusion and diversity. Enhanced parental leave schemes. Annual performance-based bonus and recognition awards. This link is to a short guide to employee benefits: Benefits - Home Office Careers This post is eligible for a DDaT Recruitment Retention Allowance. Successful candidate with exceptional skills and experience may apply for a Recruitment and Retention Allowance. This allowance is subject to an initial review within six months of taking up the post and thereafter an annual review in line with the departmental priorities and could be reduced or withdrawn at any time. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills. As part of the application process you will be asked to complete a CV and 750 word Personal Statement. The personal statement should align to the essential criteria listed in the job advert. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised. For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website. Please use STAR format in your examples use this link The STAR method, National Careers Service / A brief guide to competencies - GOV.UK (www.gov.uk) Remove information that identifies you (for example your name, age or place of education) so that you will be judged on merit alone and not your personal background, circumstances, race or gender. (Do NOT include e-mail addresses or links to online profiles, resumés, or prior work, either personal or business. Active links or e-mail addresses will result in your application being rejected) Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. All applications are screened for plagiarism, copying, and generating of examples/ answers from internet sources including Artificial intelligence. If detected, the application may be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving civil servants. Providing false or misleading information would be contrary to the core values of honesty and integrity expected of all civil servants. Sift Stage The sift will be held on the CV and Personal Statement. Please read the Essential skills for this position carefully. We will only consider those who meet the listed requirements. In the event of a high volume of applications, only the Personal Statement will be scored. Interview Stage Candidates reaching the required standard will then be invited to attend a final interview. The interview will assess your Technical Skills (SFIA Framework) and experience using technical and experience-based questions. Sift and interview dates Sift will be conducted week commencing 16th December 2024 Interviews will be held week commencing 6th January 2025. (Subject to the Panels operational requirements/priorities). Interviews will be conducted remotely via MS Teams. We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates. You will be assessed on the core behaviour skills listed above. Interviews will take place remotely. Candidates will be required to have access to: A laptop (personal or work) with a working webcam Good internet connection Microsoft Teams It is advisable to access your interview from a windows operating system laptop, desktop, phone or tablet as there is no guarantee that Microsoft Teams will work without issue on an Apple laptop, tablet or desktop. Further information After interview, a single merit list will be created and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order. Due to nature of this role, it is only available full time. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grscabinetoffice.gov.uk stating the job reference number in the subject heading. If you are invited to an interview, you will be required to bring documentation for the purposes of establishing your identity. You will need to meet the nationality requirements for this role and obtain the necessary security clearance to take it up. For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers Visa sponsorship We do not sponsor individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas. Reasonable Adjustments If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via HOrecruitment.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs Complete the Assistance Required section in the Additional Requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the Contact point for applicants section. Feedback Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security 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 requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals 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 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion 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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This 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 applicants Job contact : Name : HOrecruitment.grscabinetoffice.gov.uk Email : HOrecritmentgrscabinetoffice.gov.uk Recruitment team Email : HOrecruitment.grscabinetoffice.gov.uk Attachments candidate_information_v11_August_2024 Opens in new window (pdf, 363kB) Pre-employment Checking - Document Requirements (V14) 12-08-2024 Opens in new window (pdf, 464kB) Share this page Print Email Facebook Twitter LinkedIn GMail