The Home Office works to build a safe, fair, and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration, and passports.
The Public Safety Group’s role is to keep the public safe by cutting crime, disrupting the highest harm criminals, protecting the vulnerable and ensuring that our police, fire and rescue services are as efficient and effective as they can be in delivering front line public services. We work with our partners in other government departments, local government, and the voluntary sector to develop and implement policy, provide funding, and deliver legislation.
We are looking for a Senior Service Manager with a strong background and level of experience in IT Service Management, and who enjoys working in a demanding environment. You will be required to use your skills and experience to support the delivery of Mission Critical communications into the Emergency services across Great Britain.
This role offers the opportunity to join an exciting, challenging environment working to deliver ministerial commitments for the benefit of the public.
As Senior Service Manager, you will liaise with senior internal and external stakeholders participate in some of the most cutting-edge skills and topics within information technology.
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.