Service Management Lead - Police

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Salary £42,612 to £44,700 per annum (pro rata if part time)

Contractual hours 37

Basis Full time

Full/Part Time Perm/FT Full Time / Fixed Term

Package 18 month fixed term contract

This role is based onsite, part time/flexible working options will be considered

his is an 18 month Contract (subject to change and/or extension) with the start date to be confirmed but expected to be early 2027.

Applications from internal candidates will be managed as fixed term secondments

Main Purpose of Role

The Service Management  Leadis responsible forthe design and operation of the Service Level Management processes for the Force, working closely with Senior Stakeholders, Business Users and Suppliers to define, agree and manage Service Agreements and underpinning contracts for IT services.

In this role you will alsolead the development of the Service Management Tools, drive the development of reporting and service metrics used in service reviews and contract negotiations and will present IS management information at internal and external performance meetings.

You willbe required to define the Service Management Performance Framework, so that service performance of operational level agreements, service level agreements and underpinning contracts can be measured end to end from all providers.

You will alsotake responsibility for the final signoff ofall Service Level Management aspects from the Service Design and Transition toolkits through the duration of the project and into early life support.

Key Skills & Experience Required

Knowledge & Experience

• Experienced Service Level Manager having worked in a complex organisation, defining Service Standards, SLA’s, OLA’s and Underpinning Contracts.
• Technical capability in the management and development of processes, workflows and service
• management tools.
• Experience in defining, measuring and producing management information, creating dashboards.
• Experience of leading people and teams.
• Experience of planning, prioritising and scheduling work loads, leading project work packages within time and budget.
• Experience in leading Continual Service Improvement Programmes based on ITIL best practice.
• Experience of leading the management, completion and sign off of Service Design and Transition to underpin the Service Management Framework.
• Experienced at preparing, coordinating, validating and publishing work instructions.
• Working with the Supplier to define and agree the service management protocols in the support contract, designing metrics and reporting to underpin service reviews.
• Service delivery, ensuring that this is monitored effectively and that identified actions to maintain or improve levels of service are implemented.

Skills & Abilities

• Be able to delegate tasks, responsibilities and authorities effectively.
• Be able to positively influence and persuade others to take a specific course of action when there is no direct line of command or control.
• The post holder must lead the team to establish significant confidence and respect for the IS function and acts as an ambassador for IS services and for IS generally.
• Be able to communicate both verbally and in writing clearly, concisely and courteously to users, suppliers and colleagues of all levels.
• Be able to make decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary information.
• Be self-motivated, self-confident, enthusiastic and able to work on own initiative and as part of a team.
• Be pro-active, flexible, open minded and innovative in style; willing to experiment with new ideas and implement change.
• Be able to analyse a problem or situation break it down systematically into its component parts and identify the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflect on the result, so that that learning is identified and absorbed.
• Be able to deal effectively with unexpected situations, taking advantage of opportunities and overcoming problems.
• Be able to make…